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Olark is a cloud-based live chat platform that lets you connect your business with customers in an effective and timely manner. It provides various features like automated messages, team management, real-time reporting, searchable transcripts, and more.

Getting started

Follow these steps to set up your Olark source in the RudderStack dashboard:

  1. Go to your RudderStack dashboard and click Add Source. From the list of Event Streams sources, select Olark.
  2. Assign a name to your source and click Continue.
  3. Your Olark source is now configured. Note the Webhook URL in the Settings tab, as shown:
Olark source webhook URL
  1. Log in to your Olark account.
  2. Enter the webhook URL (obtained in step 3) in Olark by following the steps mentioned in the Olark Webhook integrations guide.
  3. Finally, click Save.

Event transformation

RudderStack ingests the Olark events after converting them into the RudderStack event format. It also maps the following properties from the Olark event payload to the RudderStack properties:

Olark propertyRudderStack property
visitor.iduserId
visitor.fullNamename
visitor.phoneNumberphone
visitor.emailAddressemail
visitor.citycity
visitor.regionregion
visitor.countrycountry
visitor.operatingSystemcontext.browser.name
context.browser.version
visitor.referrercontext.page.referrer
visitor.conversationBeginPagetraits.countryCode
visitor.ipcontext.ip
visitor.organizationtraits.organization
itemsproperties.items
tagsproperties.tags
visitor.chat_feedbacktraits.chat_feedback
operatorsproperties.operators
groups.idgroupId
groups.kindproperties.kind
groups.nametraits.name
kindevent
visitor.kindtraits.kind

How RudderStack creates the event payload

This section details how RudderStack receives the data from Olark source and creates the resulting payload.

A sample payload sent by Olark is shown below:

{
  "kind": "Conversation",
  "id": "NOTAREALTRANSCRIPT5LGcbVTa3hKBRB",
  "manuallySubmitted": false,
  "items": [{
      "kind": "MessageToVisitor",
      "nickname": "Olark operator",
      "operatorId": "6208911878914048",
      "timestamp": "1473774819.263083",
      "body": "Hi from an operator"
    },
    {
      "kind": "MessageToOperator",
      "nickname": "Returning Visitor | USA (San Francisco, CA) #7617",
      "timestamp": "1473774821.411154",
      "body": "Hi from a visitor",
      "visitor_nickname": "Olark Visitor"
    }
  ],
  "tags": [
    "test_example"
  ],
  "visitor": {
    "kind": "Visitor",
    "id": "NOTAREALVISITORIDS5LGl6QUrK2OaPP",
    "fullName": "Olark",
    "phoneNumber": "5555555555",
    "emailAddress": "support+integrationtest@olark.com",
    "ip": "",
    "city": "San Francisco",
    "region": "CA",
    "country": "United States",
    "countryCode": "US",
    "organization": "Visitor Organization",
    "browser": "Internet Explorer 11",
    "operatingSystem": "Windows",
    "referrer": "http://www.olark.com",
    "conversationBeginPage": "http://www.olark.com",
    "chat_feedback": {
      "overall_chat": 4,
      "responsiveness": 5,
      "knowledge": 4,
      "friendliness": 5
    }
  },
  "operators": {
    "6208911878914048": {
      "kind": "Operator",
      "id": "6208911878914048",
      "nickname": "integration",
      "emailAddress": "integration-accounts@rudderstack.com",
      "username": "integration-accounts-92750bc547"
    }
  }
}

RudderStack transforms the above payload into the following payload:

{
  "type": "track",
  "event": "Conversation",
  "traits": {
    "organization": "Visitor Organization",
    "chat_feedback": {
      "knowledge": 4,
      "friendliness": 5,
      "overall_chat": 4,
      "responsiveness": 5
    }
  },
  "userId": "NOTAREALVISITORIDS5LGl6QUrK2OaPP",
  "context": {
    "os": {
      "name": "Windows"
    },
    "page": {
      "url": "http://www.olark.com",
      "referrer": "http://www.olark.com"
    },
    "traits": {
      "city": "San Francisco",
      "name": "Olark",
      "email": "support+integrationtest@olark.com",
      "phone": "5555555555",
      "region": "CA",
      "country": "United States"
    },
    "browser": {
      "name": "Internet Explorer",
      "version": "11"
    },
    "library": {
      "name": "unknown",
      "version": "unknown"
    },
    "integration": {
      "name": "Olark"
    }
  },
  "rudderId": "62b1b505-2826-4e08-a266-dd64ba9f36b7",
  "messageId": "a98d637b-7e9b-44c3-a0fe-90a50823c7ba",
  "properties": {
    "tags": [
      "test_example"
    ],
    "items": [{
        "body": "Hi from an operator",
        "kind": "MessageToVisitor",
        "nickname": "Olark operator",
        "timestamp": "1473774819.263083",
        "operatorId": "6208911878914048"
      },
      {
        "body": "Hi from a visitor",
        "kind": "MessageToOperator",
        "nickname": "Returning Visitor | USA (San Francisco, CA) #7617",
        "timestamp": "1473774821.411154",
        "visitor_nickname": "Olark Visitor"
      }
    ]
  },
  "integrations": {
    "Olark": false
  }
}

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