Webwidget - Real-time data availability

Updated 2 months ago by Joost Rijlaarsdam

Question:

We would like to be able to use the API to fetch real-time data about how many visitors are currently browsing a client's site, and how many visitors are actively chatting at that moment. Is this data available in CS too?

ChatShipper:

We're not planning to implement a Google Analytics replacement - the "how many visitors are currently browsing a client's site" and "how many visitors are actively chatting at that moment" questions can be answered by client-side integration. Our web widget emits all kinds of chat events on the client side: https://chatshipper.com/smooch-web-messenger-wrapper/#/?id=widget-events-analytics-feedback.

// This event triggers when the user sends a message window.chatshipper.on('message:sent', function(message) { // send event to Google Analytics ga('send', 'event', 'ChatShipper', 'Agent message sent'); });

Going forward, we will

  1. Properly document what can already be done today; for GA we'll provide a widget config document / recipe on how to optimally configure GA;
  2. Determine if / how we'll support a tighter GA integration - server-side, so instead of configuring the client it could be an Admin UI integration (simple, limited) or an AnalyticsBot (more involved yet more flexible);
  3. Develop a more comprehensive vision/solution for cross-channel agent performance metrics (dashboarding)

Next week we'll work on 1), after which we have a better understanding of requirements for 2). For 3) we have a research project underway (embedding Google Datastudio reports in the Admin UI based on metadata we're streaming to Google BigQuery), but it's very early days, so no ETA on that yet.


How did we do?