Category: Chat

This integration is only available for Web projects

What to expect

This integration will allow you to segment users that started and ended Live Agent chats, search for specific user sessions based on live agent key, and splice artificial page views based on chat exposure.

What we collect

Dynamic Variables

CH_SF_Chat Ended

Can be triggered either by agent, visitor or conference end.

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.

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=copa

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.

For this integration to work you will need to have the Salesforce LiveAgent Embedded Service SnapIn.
It will allow us to subscribe to the embedded_svc (Chat Events) APIs.

In addition you need have the Deployment API to add code to your existing Salesforce tag on your site that will read a sessionStorage item to get the replay link and then attaches it as custom data to the chat. Code examples can be seen here.

Add this code:

liveagent.addCustomDetail("Contentsquare Replay", sessionStorage.getItem("_cs_sf"));

Verifying it works

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