Olark Destination

Destination Info

• Accepts Page, Identify, and Track calls
• Refer to it as Olark in the Integrations object

Components

• Browser

Connection Modes

Device-mode	Cloud-mode
Web	Web
Mobile	Mobile
Server	Server

Getting started

When you enable Olark in the Segment Segmentb app, your changes appear in the Segment CDN in about 45 minutes. Analytics.js then starts asynchronously loading Olark’s loader0.js onto your page. This means you should remove Olark’s snippet from your page.

Olark’s chat box appears on your page, as configured in your Olark account, and you can start chatting with visitors.

Olark is only supported in device-mode (on the client).

Page

When you call Page, Segment calls Olark’s sendNotificationToOperator function as looking at *url*. You must enable this option with the pageview flag, because it can sometimes be bothersome.

Identify

When you call Identify on analytics.js, Segment sends the following data to Olark:

• Segment calls api.chat.updateVisitorNickname with traits.name and traits.email, or just their traits.name or just their traits.email or their userId. In that order of preference.
• Segment calls api.visitor.updateEmailAddress with traits.email if you send it, or userId if that’s an email.
• Segment calls api.visitor.updateFullName with traits.name if you send it, or traits.firstName and traits.lastName appended with a space in betSegmenten, if you send both first and last name.
• Segment calls api.visitor.updatePhoneNumber with traits.phone if you send it.
• Segment calls api.visitor.updateCustomFields with traits.

More documentation on the Olark API can be found in Olark’s docs.

Track

When you call Track or one of its helpers on analytics.js, Segment calls Olark’s sendNotificationToOperator function as visitor triggered *eventName*. You must enable this option with the track flag.

Features

Customizing the chat box

All the settings you can change from your Olark settings pages, like targeted chat and your chat box design, still work exactly the same when Olark is enabled using Segment.

Olark JavaScript API

If you’d like to use the native Olark JavaScript functions after turning on Olark using Segment, the ready function allows you to do that. Since Segment still loads the Olark library in the background, you can access those functions like this:

analytics.ready(function(){
  olark('api.box.shrink')
});

See the ready docs for more details.

Record Live Chat events

Using Olark through Segment gives you the ability to automatically record Track events for live chat conversations. If you select this option, Segment collects the following events:

• Live Chat Conversation Started.
• Live Chat Message Sent.
• Live Chat Message Received.

These events are sent to other tools in your stack that can accept Track calls, so you can do things like analyze if users who chat spend more money over time.

To learn more about the live chat events you can capture with this destination, see the Live Chat spec docs.

Settings

Segment lets you change these destination settings from the Segment app without having to touch any code.