I am looking into setting up blueprints in CRM from the leads we get from chat requests. The number of chats would be an important criteria for the blueprint. 

By looking into the timeline of the lead and understanding how salesIQ interact with CRM, I noticed a "glitch" when someone re-visits the chat.

Example:

So this person visited the website and left, so a "visit" was created in the CRM. The number of chats is zero because the visitor left the website before completion of the chat. This was 7:48am.

At 7:50am, the operator closed the chat. Which updated the number of completed chats from zero to 1. Great! Also the transcript attachment of the chat went to CRM!

But now....

The person visited the website again after, (7:58am) and this time they did not requested a chat with us. And the number of chats changed from 1 to 0. Instead of adding them up SalesIQ is actually substracting from the existing number of chats.