Category: Chat

This integration is only available for Web projects

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 Intercom’s platform so that your customer support teams can understand the full context behind your customer's requests and chat sessions.

What we collect

Dynamic Variables

Key	Value	Data Type
CH_IC_Chat Opened	true	Text
CH_IC_Chat Closed	true	Text
CH_IC_Chat Visitor ID	00045692-b89d-49c4-b0f8-e84cfaf3f6f5	Text

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
Chat Opened	cs_intercom=chat_opened

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=ic

Implementation

Implementation Steps

There are 2 steps to enable 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

In order to see the replay links in your chat console you will need to create an attribute in the People Data section by following these steps.

Go to the settings of any chat using this icon:

Go to People data

 

Click Create attribute

 

Name the attribute exactly as you see it here, if the key differs it will not work:

ContentsquareReplay

Verifying it works

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