Olark

  • Updated on Dec 11, 2024
  • 1 minute(s) read
  • Janeera D A
  • Charulatha Ravichandran
  • Pradeep Srinivasan

Plans supporting the integration of third party tools in knowledge base site

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Olark combines live chat functionality with customer data collection to help you improve communication with your users. By integrating Olark with Document360, you can customize and manage your customers' live chat experience effectively.

Key Features of Olark

  • 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 your support quality.

  • Transcripts
    Maintain a complete record of chat conversations for reference, training, and quality assurance.

Integrating Document360 and Olark

To integrate Olark and Document360,

  1. Log in to the Knowledge base portal and navigate to Settings () > Knowledge base site> Integrations.

  2. Select Olark from the list of integrations and click Add. The Add new integration window appears.

  3. Add a Description and enter your Olark ID.

    NOTE

    The Olark ID is a unique code snippet obtained from the Olark application, which is necessary for integrating Olark and Document360 in the Knowledge Base portal.

  4. If required, you can use the Code inclusion/exclusion conditions feature to insert the code based on certain conditions such as the IP address, Workspace, and Language.

  5. Once done, click Add.

2_ScreenGIF-Integrating_Document360_Olark

Obtaining the Olark ID

  1. Sign in to your Olark account, navigate to Settings and select Channels.

  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 ID is the thirteen-digit number (including dashes) following this function.

  4. Copy the Olark ID. Use this ID for the integration setup in Document360.

Once you complete the Olark integration with your Document360 knowledge base, you can view and reply to your customer chats.

3_Screenshot-Getting_Olark_ID

NOTE

You can integrate Olark, if you want a lightweight, customizable chat box on your site with built-in automation rules.

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