Analytics

External Tracking

The fw-live-helper web component provides a set of external tracking events that businesses can leverage to build their own tracking mechanisms. These events cover various interactions within the visitor widget, allowing businesses to monitor and analyze user engagement.

Events

fw:live-helper:impression

• Description: Triggered when a user see the widget on page for at least 1 second

• Use Case: Enables businesses to measure user engagement by identifying when a visitor views the widget for at least 1 second, providing insights into the effectiveness of the visitor widget functionality.

• Payload:

  • widget_id (string): Identifier for the visitor widget.

fw:live-helper:click-widget

• Description: Triggered when a user clicks on the visitor widget.

• Use Case: Businesses can track user interest in the visitor widget functionality.

• Payload:

  • widget_id (string): Identifier for the visitor widget.

fw:live-helper:click-call-agent

• Description: Fired when a user clicks to initiate a call with an agent.

• Use Case: Businesses can monitor the frequency of users seeking direct assistance.

• Payload:

  • widget_id (string): Identifier for the visitor widget.

fw:live-helper:click-chat-with-agent

• Description: Sent when a user clicks to start a chat session with an agent.

• Use Case: Businesses can track user preferences for chat-based interactions.

• Payload:

  • widget_id (string): Identifier for the visitor widget.

fw:live-helper:agent-answer-call

• Description: Sent when an agent answers a call request from a visitor.

• Use Case: Businesses can track if agents have answered a customer's call.

• Payload:

  • widget_id (string): Identifier for the visitor widget.

  • agent_id (string): Id of agent who answered the call

  • agent_name (string): name of agent who answered the call

fw:live-helper:agent-answer-chat

• Description: Sent when an agent answers a chat request from a visitor. Only sent when the agent first sends a text message in a conversation after a visitor has sent his/her message.

• Use Case: Businesses can track if agents have answered a customer's chat request.

• Payload:

  • widget_id (string): Identifier for the visitor widget.

  • agent_id (string): Id of agent who answered the call

  • agent_name (string): name of agent who answered the call

fw:live-helper:navigate

• Description: Triggered when the user is navigated to a new page within the live helper component, for example, to show a different product.

• Use Case: Businesses can analyze user journeys and dynamically showcase relevant content.

• Payload:

  • widget_id (string): Identifier for the visitor widget.

  • page_url (string): URL visitor for navigating to

fw:live-helper:submit-customer-survey

• Description: Fired when a user submits a customer survey within the visitor widget.

• Use Case: Businesses can gather feedback and measure customer satisfaction.

• Payload:

  • widget_id (string): Identifier for the visitor widget.

  • rating (number): Numeric rating provided by the user.

  • feedback (string): Textual feedback submitted by the user.

fw:agent-status:impression

• Description: Triggered when a user see the Smart Entry point 50% in viewport for at least 1 second

• Use Case: Enables businesses to measure user engagement by identifying when a visitor views the widget for at least 1 second, providing insights into the effectiveness of the visitor widget functionality.

• Payload:

  • widget_id (string): Identifier for the visitor widget.

Integration

To implement tracking using these events, businesses need to add event listeners to the document their web application. Below is a simple example in JavaScript:

document.addEventListener('fw:live-helper:submit-customer-survey', (event) => {
  // Handle customer survey submission
  // Add your tracking code here
  // To access payload, for example rating, use event.detail.rating
});

Cookies

The Firework visitor widget sets the following cookies by default. Note that conversion is not strictly dependent on the following cookies.

Name	Description
fw_bmid	The business membership ID of the most recent sales associate who helped the visitor.
fw_cchid	The ID of the most recent chat channel that the visitor sees on the website.
fw_lets	The most recent timestamp of the visitor's interaction with the visitor widget.
fw_utm	The most recent UTM params coming from URL search params.
fw_uid	A user ID generated locally to maintain user continuity across sessions.

Privacy Settings

Please check the Privacy Settings doc.