Floating Chat
The Floating Chat window is where Customers interact with the Sales agent by asking questions and receiving responses.
Analytics Event Triggers
Widget Displayed
This trigger occurs when the widget is rendered on the screen. It will still trigger if the widget is covered up by other content or is hidden through the use of opacity or other visual tricks.
None — not currently tracked.
These events are part of the V3 Envive event schema.
Event: [Envive] Widget Rendered
context.page_type
<page_type>
context.page_id
<page_id>
trigger.widget
floating_chat
Widget Hidden
This trigger occurs when the floating chat is closed. The following methods all trigger this same event with no indication as to how the window was dismissed:
Clicking the "X" to close it on desktop
Clicking outside of the floating chat on desktop
Swiping the chat window down on mobile
Event: [Spiffy] Chat Component Collapsed
(no additional properties)
These events are part of the V3 Envive event schema.
Event: [Envive] Widget Interaction
context.page_type
<page_type>
context.page_id
<page_id>
trigger.widget
floating_chat
trigger.widget_interaction
widget_collapsed
trigger.widget_interaction_data
{ collapse_source: close_button | swipe | body_click }
Widget Non-Navigation Item Clicked
This trigger occurs when a non-navigation item is clicked within the floating chat. The only current example is the Product Review card.
Event: [Spiffy] Product Review Card Clicked
product_review_card_clicked.metadata
{ "review": <review text>, "reviewer": <reviewer>, "title": null, "stars": <stars> }
These events are part of the V3 Envive event schema.
Event: [Envive] Widget Interaction
context.page_type
<page_type>
context.page_id
<page_id>
trigger.widget
floating_chat
trigger.widget_interaction
review_card_clicked
trigger.widget_interaction_data
{ review_id: <review_id> }
Widget Suggestion Clicked
This trigger occurs when a customer clicks on one of the Suggestions that appear in response to the question asked by the model. There are two different groups, "Answers" and "Suggestions" that both emit the same event today.
Event: [Spiffy] Chat Suggestion Clicked
chat_suggestion_clicked.message_id
<message_id>
chat_suggestion_clicked.message_role
user
chat_suggestion_clicked.message_type
suggestion_clicked
chat_suggestion_clicked.message_metadata
{ json with message content details }
These events are part of the V3 Envive event schema.
Two events fire on suggestion click.
Event 1: [Envive] Widget Interaction
context.page_type
<page_type>
context.page_id
<page_id>
trigger.widget
floating_chat
trigger.widget_interaction
suggestion_clicked
trigger.widget_interaction_data
{ suggestion_id: <suggestion_id> }
Event 2: [Envive] Chat Request
context.page_type
<page_type>
context.page_id
<page_id>
trigger.widget
floating_chat
trigger.interaction_id
<interaction_id>
chat.request_text
<request_text>
chat.suggestion_id
<suggestion_id>
User Query Submitted
This trigger occurs when a customer types a message into the user query box and submits it.
Event: [Spiffy] Chat User Message Input
chat_user_message_input.message_id
<message_id>
chat_user_message_input.message_role
user
chat_user_message_input.message_type
query_typed
chat_user_message_input.message_metadata
{ "content": <message>, "created_at": <current_time>, "user_typed": true }
These events are part of the V3 Envive event schema.
Two events fire on query submission.
Event 1: [Envive] Widget Interaction
context.page_type
<page_type>
context.page_id
<page_id>
trigger.widget
floating_chat
trigger.widget_interaction
message_submitted
trigger.widget_interaction_data
{ request_text: <request_text> }
Event 2: [Envive] Chat Request
context.page_type
<page_type>
context.page_id
<page_id>
trigger.widget
floating_chat
trigger.interaction_id
<interaction_id>
chat.request_text
<request_text>
chat.user_typed
true
Widget Navigation Item Clicked
This trigger occurs when a clickable element that leads to a page navigation is clicked. Example clickable elements are Product Cards, Product Links and Article Links. It is not currently tracked in analytics events.
None — not currently tracked.
These events are part of the V3 Envive event schema.
Event: [Envive] Widget Interaction
context.page_type
<page_type>
context.page_id
<page_id>
trigger.widget
floating_chat
trigger.widget_interaction
product_card_clicked | text_link_clicked | article_link_clicked
trigger.widget_interaction_detail
{ product_id: <product_id> } or { url: <link_url> }
Widget Expanded
This trigger occurs when the partial chat view is expanded to a full screen view. It is only applicable to mobile and is not currently tracked by any analytics events.
None — not currently tracked.
These events are part of the V3 Envive event schema.
Event: [Envive] Widget Interaction
context.page_type
<page_type>
context.page_id
<page_id>
trigger.widget
floating_chat
trigger.widget_interaction
expanded | collapsed
Widget Carousel Scrolled
None — not currently tracked.
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