Olark Integration

Written By Diego Selzlein (Administrator)

Updated at May 20th, 2020

Helpjuice provides an Olark plugin to integrate with your Olark chat! By doing so, Helpjuice will analyze when users start chatting with you and smartly find Knowledge Base articles that match what the user is talking about and suggest them to you so you can use as a response.


Helpjuice will suggest only one article at a time. It'll be the first article from the top of the search result for that query. If the suggestions are off, you can improve them by adding keywords and improving article content.


How do I do it?


Import our plugin Javascript and call our integration object passing your Helpjuice domain or subdomain:


<script type="text/javascript" src="https://static.helpjuice.com/helpjuice_production/olark_plugin/helpjuice_olark-0.3.min.js"></script>
<script type="text/javascript">
new HelpjuiceOlarkIntegration('http://yourhelpjuicesubdomain.helpjuice.com');
</script>


Make sure the second part, the one that creates a new HelpjuiceOlarkIntegration, is after your Olark javascript snippet. The first line, which imports our plugin, must be before the second snippet.



That's it. Just deploy these changes and Helpjuice will start suggesting articles.


Auto-Answering


By default, after 3 minutes without a response from an agent, Helpjuice will suggest your visitor to take a look at the question it found:




The delay can be changed and this feature can be turned off via configuration.


Options


When you call new HelpjuiceOlarkIntegration('http://yourhelpjuicesubdomain.helpjuice.com');, you can pass a configuration object as the second argument. The options are:


Option Default Description
language en_US Set your knowledge base language for that page, so questions in the right language are retrieved.
autoAnswerMinutes 3 How many minutes to wait for the operator to answer (after suggesting an article) before suggesting that article to the visitor. Set it to 0 to disable this feature.


Sample call:


new HelpjuiceOlarkIntegration('http://yourhelpjuicesubdomain.helpjuice.com', { language: 'de_DE', autoAnswerMinutes: 5 } );


Troubleshooting


If the integration is not working, check your Javascript console for Javascript errors. If you need any help, get in touch with us.

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