Olark

Olark combines live chat functionality with customer data collection to help you improve communication with your users. It provides a lightweight, customizable chat box with built-in automation rules. Integrating Olark with Document360 lets you customize and manage your customers' live chat experience directly on your knowledge base site.

Key features of Olark include:

• Visitor Cobrowsing PowerUp: assist customers directly by navigating their screen in real time, making troubleshooting and guidance easier.
• Visitor Geolocation: gain insights into your customers' locations to provide a more personalized and relevant support experience.
• Visitor Insights PowerUps: access detailed customer information including browsing behavior and interaction history to enhance support quality.
• Transcripts: maintain a complete record of chat conversations for reference, training, and quality assurance.

Before you begin

• You need an Olark account.
• You need your Olark ID. See How to find your Olark ID below.

How to find your Olark ID

The Olark ID is a unique code obtained from the Olark application. It is required to connect Olark with Document360.

1. Sign in to your Olark account and navigate to Chat Widget.
2. In the Installation Code section, click Copy to Clipboard to copy the entire code.
3. In the copied code, locate the olark.identify() function. The Olark ID is the thirteen-digit number (including dashes) that follows this function.
4. Copy the Olark ID to use in the integration setup in Document360.

How to integrate Olark with Document360

1. In the Document360 portal, navigate to Connections () > Integrations () in the left navigation bar.
2. Select Olark from the list of integrations and click Add. The Add new integration panel appears.
3. Add a Description and enter your Olark ID.

4. Optionally, expand Code inclusion/exclusion conditions to control when the integration runs based on IP address, Workspace, or Language.
5. Click Add.

After setup, open your Olark account to view and reply to customer chats from your knowledge base site.

Best practices

• Use Cobrowsing to assist readers who are stuck. When a reader contacts support about a specific article or process, use Visitor Cobrowsing to navigate their screen in real time and guide them directly to the answer.
• Use Visitor Geolocation to personalize support. Knowing a reader's location lets you provide region-specific guidance, direct them to localized content, or route them to the right support team.
• Use Visitor Insights to understand context before responding. Reviewing a reader's browsing history and interaction data before responding helps you give more relevant answers without asking them to repeat themselves.
• Review transcripts regularly to identify documentation gaps. Common questions that come up in Olark chats but don't have a dedicated article are signals that new content is needed.
• Use Code inclusion/exclusion conditions to control where the widget appears. Configure conditions to limit the Olark chat widget to specific workspaces or languages if it is not relevant across your entire knowledge base.

FAQ