What to expect

With this integration you will be able to analyze visitors who have engaged or didn't with live chat during their session. Uncover what behaviors or journeys may be leading up to chat or uncover why some users engage with your chat while others do not. Further, access Contentsquare Session Replay links directly from within Livechat so that your customer support teams can understand the full context behind your customers requests and chat sessions.

What we collect

Dynamic Variables

Key	Value	Data Type
CH_LP_Campaign Displayed	Apple IPhone Deals - Animated (ABC)	Text
CH_LP_Chat Started	First Responder (ESP) - Mobile	Text
CH_LP_Conversation ID	4126154934	Text
CH_LP_Agent ID	4336124902	Text
CH_LP_Skill	Business_Sales	Text
CH_LP_Chat Ended	Coverage Pages (Esp)	Text
CH_LP_{Question}	{Answer}	Text or 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
Campaign Displayed	cs_liveperson=campaign_displayed_{Campaign Engagement Name}
Chat Started	cs_liveperson=chat_started_{Engagement Name}
Chat Ended	cs_liveperson=chat_ended_{Engagement Name}

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=lp

Implementation

Implementation Steps

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.

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 a replay link in your chat responses in your LivePerson account under the attributes widget in the Visitor Error section. If you prefer to use the Searched Content (Keyword) section then please ask your CSM or the support team to enable that feature.

You can also see it in the data export.

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LivePerson Conversational Cloud