---
title: "Olark"
slug: "olark"
description: "Integrate Olark with Document360 for enhanced live chat, visitor insights, and real-time support to elevate your customer communication experience."
updated: 2026-07-20T07:18:30Z
published: 2026-07-20T07:18:30Z
canonical: "docs.document360.com/olark"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.document360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](#how-to-find-your-olark-id) below.

---

## 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.

---

## Integrate Olark with Document360

1. In the Document360 portal, navigate to **Connections** (<i class="fa-regular fa-grid-2-plus"></i>) > **Integrations** (<i class="fa-thin fa-chart-network"></i>) 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**.

:::(Info) ( <p class="fa-regular fa-circle-exclamation" data-type="icon"></p> NOTE)
The Olark ID is a unique code obtained from the Olark application. It is required to connect Olark and Document360 in the knowledge base portal.
:::

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

<div align="center">
<img src="https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Olark%20integration.gif.gif" class="article_image" alt="Olark integration setup in Document360 showing the Add new integration panel with Olark ID field">
</div>

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

:::(Info) ( <p class="fa-regular fa-circle-exclamation" data-type="icon"></p> NOTE)
Olark is a good fit if you want a lightweight, customizable chat box with built-in automation rules on 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

<div class="faq-wrapper" data-type="details-wrapper">
<details open>
<summary><p>What is the Olark ID?</p></summary>
<div data-type="details-content"><p>The Olark ID is a unique thirteen-digit identifier (including dashes) obtained from the Olark application. You can find it by going to <strong>Chat Widget</strong> in your Olark account, copying the Installation Code, and locating the value inside the <code>olark.identify()</code> function.</p></div>
</details>
<details>
<summary><p>What is the Visitor Cobrowsing PowerUp?</p></summary>
<div data-type="details-content"><p>The Visitor Cobrowsing PowerUp lets your support agents navigate a customer's screen in real time during a live chat. This makes it easier to guide readers through complex processes or troubleshoot issues directly on the page they are viewing.</p></div>
</details>
<details>
<summary><p>What are Transcripts in Olark?</p></summary>
<div data-type="details-content"><p>Transcripts are complete records of chat conversations between your team and customers. They are useful for reference, agent training, and quality assurance, and let you review past interactions to identify patterns or recurring issues.</p></div>
</details>
<details>
<summary><p>Can I limit which workspaces or languages the Olark widget appears on?</p></summary>
<div data-type="details-content"><p>Yes. When adding or editing the Olark integration, expand <strong>Code inclusion/exclusion conditions</strong> and add conditions based on IP address, Workspace, or Language. See <a href="https://docs.document360.com/docs/advanced-insertion-rules-in-integration" target="_blank">Code inclusion and exclusion conditions</a> for full details.</p></div>
</details>
<details>
<summary><p>What can I do after completing the Olark integration?</p></summary>
<div data-type="details-content"><p>After setup, open your Olark account to view and reply to customer chats from your knowledge base visitors. You can also use automation rules to route or respond to chats automatically, and review transcripts and visitor insights to improve your support quality.</p></div>
</details>
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