diff --git a/internal/bootstrap/server.go b/internal/bootstrap/server.go
index 74eafa8..d87a0d5 100644
--- a/internal/bootstrap/server.go
+++ b/internal/bootstrap/server.go
@@ -28,9 +28,9 @@ func NewServer() (*iris.Application, error) {
 	app := iris.New()
 	corsHandler := cors.New().
 		AllowOrigin("*").
-		AllowHeaders("Origin", "Content-Type", "Accept", "Authorization", "X-Requested-With", "X-Visitor-Id", "X-Channel-Id", "X-External-Source", "X-External-Id", "X-External-Name").
+		AllowHeaders("Origin", "Content-Type", "Accept", "Authorization", "X-Requested-With", "X-Guest-Id", "X-Channel-Id", "X-External-Source", "X-External-Id", "X-External-Name").
 		MaxAge(600).
-		ExposeHeaders("Content-Length", "Content-Type", "Authorization", "X-Visitor-Id", "X-Channel-Id", "X-External-Source", "X-External-Id", "X-External-Name").
+		ExposeHeaders("Content-Length", "Content-Type", "Authorization", "X-Guest-Id", "X-Channel-Id", "X-External-Source", "X-External-Id", "X-External-Name").
 		Handler()
 	app.UseRouter(func(ctx iris.Context) {
 		// WebSocket upgrade is validated by the upgrader's origin policy.
diff --git a/internal/builders/conversation_builder.go b/internal/builders/conversation_builder.go
index 1d3bddd..637b33a 100644
--- a/internal/builders/conversation_builder.go
+++ b/internal/builders/conversation_builder.go
@@ -38,7 +38,7 @@ func BuildConversation(item *models.Conversation) response.ConversationResponse
 		AgentLastReadMessageID:    readStateMessageID(agentReadState),
 		AgentLastReadSeqNo:        readStateSeqNo(agentReadState),
 		AgentLastReadAt:           readStateAt(agentReadState),
-		CustomerOnline:            services.WsService.IsVisitorOnline(item.ExternalID),
+		CustomerOnline:            services.WsService.IsGuestOnline(item.ExternalID),
 		ClosedAt:                  utils.FormatTimePtr(item.ClosedAt),
 		ClosedBy:                  item.ClosedBy,
 		CloseReason:               item.CloseReason,
diff --git a/internal/services/ws_realtime_types.go b/internal/services/ws_realtime_types.go
index 4e032d3..9a74d5f 100644
--- a/internal/services/ws_realtime_types.go
+++ b/internal/services/ws_realtime_types.go
@@ -28,7 +28,7 @@ const (
 
 const (
 	realtimeTopicUserPrefix         = "user:"
-	realtimeTopicVisitorPrefix      = "visitor:"
+	realtimeTopicGuestPrefix        = "guest:"
 	realtimeTopicAdminPrefix        = "admin:"
 	realtimeTopicConversationPrefix = "conversation:"
 	realtimeTopicAdminAll           = "admin:all"
@@ -54,7 +54,7 @@ type RealtimeEventPayload interface {
 type RealtimeConnectedPayload struct {
 	ConnID       string   `json:"connId,omitempty"`
 	UserID       int64    `json:"userId,omitempty"`
-	VisitorID    string   `json:"visitorId,omitempty"`
+	GuestID      string   `json:"guestId,omitempty"`
 	Role         string   `json:"role,omitempty"`
 	TerminalType string   `json:"terminalType,omitempty"`
 	Topics       []string `json:"topics,omitempty"`
diff --git a/internal/services/ws_service.go b/internal/services/ws_service.go
index 63c7ceb..c22d8a6 100644
--- a/internal/services/ws_service.go
+++ b/internal/services/ws_service.go
@@ -132,7 +132,7 @@ func (s *wsService) upgradeConnection(ctx iris.Context, principal *dto.AuthPrinc
 		Payload: RealtimeConnectedPayload{
 			ConnID:       session.ID,
 			UserID:       logUserID,
-			VisitorID:    logExternalID,
+			GuestID:      logExternalID,
 			Role:         role,
 			TerminalType: session.TerminalType,
 			Topics:       session.topicList(),
@@ -500,12 +500,12 @@ func (s *wsService) PublishToTopics(topics []string, event RealtimeEvent) {
 	}
 }
 
-func (s *wsService) IsVisitorOnline(visitorID string) bool {
-	visitorID = strings.TrimSpace(visitorID)
-	if visitorID == "" {
+func (s *wsService) IsGuestOnline(guestID string) bool {
+	guestID = strings.TrimSpace(guestID)
+	if guestID == "" {
 		return false
 	}
-	return s.manager.HasTopic(s.visitorTopic(visitorID))
+	return s.manager.HasTopic(s.guestTopic(guestID))
 }
 
 func (s *wsService) routeConversationTopics(conversation *models.Conversation) []string {
@@ -515,7 +515,7 @@ func (s *wsService) routeConversationTopics(conversation *models.Conversation) [
 
 	topics := []string{s.conversationTopic(conversation.ID)}
 	if strings.TrimSpace(conversation.ExternalID) != "" {
-		topics = append(topics, s.visitorTopic(conversation.ExternalID))
+		topics = append(topics, s.guestTopic(conversation.ExternalID))
 	}
 	if conversation.CurrentAssigneeID > 0 {
 		topics = append(topics, s.adminTopic(conversation.CurrentAssigneeID))
@@ -537,9 +537,9 @@ func (s *wsService) defaultTopics(session *ClientSession) []string {
 		}
 		return []string{s.adminTopic(session.Principal.UserID), realtimeTopicAdminAll}
 	default:
-		// 开放 IM：仅 External、无 AuthPrincipal 的访客连接必须仍能订阅 visitor:{externalId}，否则收不到推送。
+		// 开放 IM：仅 External、无 AuthPrincipal 的访客连接必须仍能订阅 guest:{externalId}，否则收不到推送。
 		if session.External != nil && strings.TrimSpace(session.External.ExternalID) != "" {
-			return []string{s.visitorTopic(session.External.ExternalID)}
+			return []string{s.guestTopic(session.External.ExternalID)}
 		}
 		if session.Principal != nil && session.Principal.UserID > 0 {
 			return []string{s.userTopic(session.Principal.UserID)}
@@ -637,8 +637,8 @@ func (s *wsService) userTopic(userID int64) string {
 	return realtimeTopicUserPrefix + strconv.FormatInt(userID, 10)
 }
 
-func (s *wsService) visitorTopic(visitorID string) string {
-	return realtimeTopicVisitorPrefix + strings.TrimSpace(visitorID)
+func (s *wsService) guestTopic(guestID string) string {
+	return realtimeTopicGuestPrefix + strings.TrimSpace(guestID)
 }
 
 func (s *wsService) adminTopic(userID int64) string {
diff --git a/web/lib/api/im.ts b/web/lib/api/im.ts
index 064620d..c0f08b5 100644
--- a/web/lib/api/im.ts
+++ b/web/lib/api/im.ts
@@ -114,7 +114,7 @@ export type ImWidgetConfig = {
   width?: string
 }
 
-const VISITOR_STORAGE_KEY = "cs_agent_im_visitor_id"
+const GUEST_STORAGE_KEY = "cs_agent_im_guest_id"
 const API_BASE_URL =
   process.env.NEXT_PUBLIC_API_BASE_URL?.trim() || ""
 const OPEN_IM_CHANNEL_ID =
@@ -122,21 +122,21 @@ const OPEN_IM_CHANNEL_ID =
 const OPEN_IM_EXTERNAL_SOURCE =
   process.env.NEXT_PUBLIC_OPEN_IM_EXTERNAL_SOURCE?.trim() || "web_chat"
 
-function buildVisitorId() {
-  return `visitor_${generateUUID()}`
+function buildGuestId() {
+  return `guest_${generateUUID()}`
 }
 
-export function getImVisitorId() {
+export function getGuestId() {
   if (typeof window === "undefined") {
-    return "visitor_ssr"
+    return ""
   }
-  const existing = window.localStorage.getItem(VISITOR_STORAGE_KEY)?.trim()
+  const existing = window.localStorage.getItem(GUEST_STORAGE_KEY)?.trim()
   if (existing) {
     return existing
   }
-  const visitorId = buildVisitorId()
-  window.localStorage.setItem(VISITOR_STORAGE_KEY, visitorId)
-  return visitorId
+  const guestId = buildGuestId()
+  window.localStorage.setItem(GUEST_STORAGE_KEY, guestId)
+  return guestId
 }
 
 function getRuntimeImConfig() {
@@ -158,7 +158,7 @@ function createImHeaders() {
   const config = getRuntimeImConfig()
   const headers: Record<string, string> = {
     "X-External-Source": config.externalSource,
-    "X-External-Id": config.externalId || getImVisitorId(),
+    "X-External-Id": config.externalId || getGuestId(),
     "X-Channel-Id": config.channelId,
   }
   if (config.externalName) {
diff --git a/web/lib/im-realtime.ts b/web/lib/im-realtime.ts
index 83828ec..2e50f00 100644
--- a/web/lib/im-realtime.ts
+++ b/web/lib/im-realtime.ts
@@ -1,5 +1,5 @@
 import { createWebSocketBaseUrl } from "@/lib/api/websocket"
-import { getImVisitorId, type ImMessage } from "@/lib/api/im"
+import { getGuestId, type ImMessage } from "@/lib/api/im"
 import { readKefuWidgetConfig } from "@/lib/kefu-widget-config"
 import type {
   RealtimeConversationPatch,
@@ -20,7 +20,7 @@ export function createImRealtimeConnection() {
     ? apiBaseUrl.replace(/^http/, "ws").replace(/\/$/, "")
     : createWebSocketBaseUrl()
   const resolvedExternalId = encodeURIComponent(
-    (config.externalId ?? "").trim() || getImVisitorId()
+    (config.externalId ?? "").trim() || getGuestId()
   )
   const externalSource = encodeURIComponent(
     (config.externalSource ?? "web_chat").trim() || "web_chat"