Olark source

Ingest your event data from Olark into RudderStack.

3 minute read

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:

Go to your RudderStack dashboard and click Add Source. From the list of Event Streams sources, select Olark.
Assign a name to your source and click Continue.
Your Olark source is now configured. Note the Webhook URL in the Settings tab:

Log in to your Olark account.
Enter the webhook URL (obtained in step 3) in Olark by following the steps mentioned in the Olark Webhook integrations guide.
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 property	RudderStack property
`visitor.id`	`userId`
`visitor.fullName`	`name`
`visitor.phoneNumber`	`phone`
`visitor.emailAddress`	`email`
`visitor.city`	`city`
`visitor.region`	`region`
`visitor.country`	`country`
`visitor.operatingSystem`	`context.browser.name` `context.browser.version`
`visitor.referrer`	`context.page.referrer`
`visitor.conversationBeginPage`	`traits.countryCode`
`visitor.ip`	`context.ip`
`visitor.organization`	`traits.organization`
`items`	`properties.items`
`tags`	`properties.tags`
`visitor.chat_feedback`	`traits.chat_feedback`
`operators`	`properties.operators`
`groups.id`	`groupId`
`groups.kind`	`properties.kind`
`groups.name`	`traits.name`
`kind`	`event`
`visitor.kind`	`traits.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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