What to expect

This integration will help you to better contextualize customer feedback in your VOC with CS Contentsquare Session Replay. Contentsquare’s two-way integration with your VOC adds a visual layer to your Voice of Customer analysis, making customers’ feedback actionable by understanding real customer behavior and visualizing experiences through session replay and Contentsquare’s suite of advanced analytics tools. With an in-depth look at the behavior and in-page experience of these visitors, you can pinpoint specific website elements that cause customer struggle and take action faster to optimize the customer experience.

What we collect

Dynamic Variables

Key	Value	Data Type
FB_DL_Feedback Displayed	true	Text
FB_DL_Feedback Submitted	true	Text
FB_DL_Feedback Score	5	Number

Artificial Pageviews

In order to have artificial pageviews triggered for these options below, you will need to ask your Contentsquare CSM or Support to enable a feature which will allow these to be sent. Note that these are specifically for usage in the Journey Analysis module of the Contentsquare application.

Trigger	Query String
Feedback Displayed	cs_delighted=feedback_displayed
Feedback Submitted	cs_delighted=feedback_submitted

What we send

Session replay

To properly make use of the replay feature you need to either have 100% collection ratio or ETR (Event Triggered replay), please talk to your CSM about this.

URL Example: https://app.contentsquare.com/quick-playback/index.html?pid=3771&uu=cc912cdb-ee03-a739-a659-ad2a5b1f08bb&sn=12&pvid=1&recordingType=cs&vd=dl

Implementation

Implementation Steps

There are 2 steps to enabling this integration:

Step 1

Please go to the section How to request an integration to see the instructions to enable this integration. You can then return here once completed.

If you have already completed the step above then continue below.

Step 2

The code below should be merged with your existing Delighted tag code.

Please do not copy paste it as is as you could overwrite what you have already.

This is what it looks like in your tag manager:

In your Delighted tag you probably have delighted.survey({ defined already and so please wrap that with the code below as you see it.

You may also already have the following sections in there: properties, onRespond, onComment and onShow.
If not then simply add it as you see it in the code below.
If you do have it then add the inner code into the existing function callback functions.

The important thing to note is that you need to merge the code below with the code you have.

/*
 *Name: Delighted CS Integration
 *Version: 1.8
 */

delighted.survey({
    properties: {
        //Delighted CS Integration Code Start
        ContentsquareReplay: sessionStorage.getItem("ContentsquareReplay"),
        //Delighted CS Integration Code End
    },

    onShow: function () {
        //Delighted CS Integration Code Start
        window.addEventListener(
            "CS_DL_Integration_Listener",
            function () {
                var evt;
                if (typeof window.Event === "function") {
                    evt = new window.Event("CS_DL_Integration_OnShow");
                } else {
                    evt = document.createEvent("Event");
                    evt.initEvent("CS_DL_Integration_OnShow", true, true);
                }
                window.dispatchEvent(evt);
            },
            false
        );

        var evt;
        if (typeof window.Event === "function") {
            evt = new window.Event("CS_DL_Integration_OnShow");
        } else {
            evt = document.createEvent("Event");
            evt.initEvent("CS_DL_Integration_OnShow", true, true);
        }
        window.dispatchEvent(evt);
        //Delighted CS Integration Code End
    },

    onRespond: function (data) {
        //Delighted CS Integration Code Start
        if (typeof window.CustomEvent === "function") {
            if (data && typeof data.score === "number") {
                var evt = new window.CustomEvent("CS_DL_Integration_OnRespond", {
                    detail: {
                        score: data.score,
                    },
                });
                window.dispatchEvent(evt);
            }
        }
        //Delighted CS Integration Code End
    },

    onComment: function () {
        //Delighted CS Integration Code Start
        var evt;
        if (typeof window.Event === "function") {
            evt = new window.Event("CS_DL_Integration_OnComment");
        } else {
            evt = document.createEvent("Event");
            evt.initEvent("CS_DL_Integration_OnComment", true, true);
        }
        window.dispatchEvent(evt);
        //Delighted CS Integration Code End
    },
});

Verifying it works

You can use the chrome extension to check the results are sent to CS

If you are using the replay feature then you should see the ContentsquareReplay link in the survey responses in your Delighted account.

Or export it via the Account Export feature - https://app.delighted.com/account/export

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