Tracking Customer Events

Customer Event Tracking

Helpium can track custom events from your website visitors through the widget, giving agents valuable context about what a customer was doing before they reached out.

How Events Are Tracked

The widget can send custom events via the Helpium API. These events are stored and displayed in the customer's activity timeline.

Event Data

Each event includes:

• Type: A string identifier (e.g., "page_view", "button_click", "feature_used")
• Custom data: Any additional JSON data you want to include
• Timestamp: When the event occurred

Viewing Events

Go to Customers → click on a customer → view their Timeline. Events are mixed with conversations in chronological order, giving you a complete picture of the customer's journey.

Why Event Tracking Matters

• Context: Understand what a customer was doing before they contacted support
• Patterns: Identify common actions that lead to support requests
• Proactive support: Spot customers who might need help based on their activity