The following document is intended for mobile app providers to further understand Satisfi Labs and communicate its high-level product offering as well as mobile app installation process. This document will outline the following:
Overview of Satisfi Labs
App installation instructions
Personalization
Personal Identifiable Information (PII)
Data Resource Overview
Support
Overview of Satisfi Labs
Satisfi Labs provides conversational AI and Live Chat products that assist brands (“clients”) in maintaining accurate, continuous, and on-brand communication with their customers. These offerings provide a two-way chat solution throughout all stages of a user’s journey.
Satisfi Labs provides in-depth intent, input, and volume reporting resources as part of its core product offering. All standard data resources are available for our app provider partners to ingest via API endpoint for use in additional data analysis and subsequently share with their clients that use Satisfi Labs. You can jump to an overview of these standard resources in this document by clicking here.
A deeper overview of Satisfi’s product is covered here.
App Installations
Satisfi Labs supports two different “look and feel” options when installing an experience on mobile apps:
Chat link loaded into a mobile app webview, referred to as “InApp Webview” (most popular)
Native app chat integration with custom UI
Installation instructions vary slightly depending on the desired chat look and feel. Please review the following sections based on the intended design and installation option.
InApp Webview
The easiest way to install a Satisfi Labs chat experience is to load a chat page URL inside the mobile app’s webview. This installation method will load the Satisfi chat in the webview (with Satisfi’s page theme customized for the client).
Installation Overview
Once a Satisfi Labs chat experience has been built, the client will receive a chat page link from a Satisfi Labs onboarding specialist for install. This chat page will be specified as an InApp Webview chat page for reporting purposes.
NOTE: To ensure that your reporting data remains accurate, only add InApp-specific page links within the app. This can be verified with your Satisfi Labs onboarding specialist.
If you need to request that an InApp page be created, please submit a Partner Request support ticket through the Satisfi Labs request portal.
Sample Page Link: https://chat.satis.fi/?pageID=XXXX
This link can be loaded within a webview behind a chat bubble, tile, or other navigation piece.
Advanced Installation Guides
For additional instruction, as well as methods of troubleshooting, please see the advanced installation guides for both iOS and Android mobile applications, linked below.
Advanced Installation guide for (iOS)
Advanced Installation guide (Android)
Native App
Some client users may prefer to develop their own custom UI for a Satisfi Labs chat experience within their mobile app. In these cases, app providers will need to coordinate with client users to design the UI and integrate with Satisfi Labs’ Chat API.
Click here for Satisfi Labs’ Chat API documentation. If you need further assistance, please submit a Partner Request support ticket through the Satisfi Labs request portal.
How to configure user profile variables
Satisfi Labs has two configuration methods, URL variables and header variables, that enable an app provider to pass user identifying variables to ingest and tie out to a user’s message data. By default, Satisfi supports four different variables to be stored to its user profiles:
ClientEndUserId (i.e., okta, GUID, etc.) → defined as extid=[value]
Email → defined as em=[value]
Mobile Number → defined as mnum=[value]
Custom Field → defined as cf=[value]
Note: While the variable will always be defined as cf=, the custom field variable can be further defined within the Satisfi Labs dashboard for reporting purposes. To adjust the label of “custom field” in conversation data, please submit a Partner Request support ticket through the Satisfi Labs request portal.
An app provider can send one variable or a combination of up to all four variables in order to be associated with the user’s submission data for reporting.
The following sections provide more detail on how to configure an app installation of the chat experience such that user profile variables are included.
URL variables (preferred for InApp Webview)
The easiest method of providing an ClientEndUserId, email address, or phone number, or custom field to Satisfi Labs is to append the variables in the chat page link URL. When installing the Satisfi page link, append to the URL using the format &[variable]=[value], passing the user’s value in the URL. This will create a submission for the user with the variable and value saved.
Sample page link: https://chat.satisfi4.com/?pageID=[XXXX]&cf=[value]&em=[value]&mnum=[value]&extid=[value]
Header variables
An alternate configuration option for user variables requires passing header variables rather than appending variables to the chat URL. In these cases, it is best to work with Satisfi Labs’ development team to define the variables being passed and coordinate testing efforts.
To request that a chat experience be configured to use header variables for user profile information, please submit a Partner Request through the Satisfi Labs request portal.
Personalization
At this time, no data (such as full name, email address, or purchase information) passed from an app provider to Satisfi Labs is used to personalize conversation content or bot messages.
Personal Identifiable Information (PII)
In our standard experience, a user is considered anonymous. Satisfi Labs generates a customer code and submission code to track conversation data; however, no PII is collected unless specific features are installed.
A number of feature add-ons (i.e., Live Agent Engine, Knowtifi) are available and can collect PII such as the user's full name, email address, and phone number. Typically, these features, once installed, include corresponding data resources for reporting that may be accessed via an API endpoint.
For more information on any features installed in a client’s app chat experience and the PII collected within these features, please submit a Partner Request through the Satisfi Labs request portal.
Data Resource Overview
The following data resources are standard for Satisfi Labs chat experiences.
Conversation Transcripts
Reviews all messages to and from bots/agents
Context LLM Processing Log
Reviews bot outcomes/performance
Live Agent Engine Escalations
Reviews data per live escalation
Ticket Commerce Orders
Reviews search and purchase outcomes
Customer Feedback
Reviews customer satisfaction via CSAT submissions
Customer PII Records
Collects customer PII (e.g Live Agent Engine, Knowtifi, etc)
URL Link-Outs
Reviews how often bots are driving users to site pages, and which pages
All data resources include a ClientEndUserId value when the install is configured to receive an app provider’s user identifier. Further, all data resources can be accessed via an API endpoint for easy import into data visualization software. Clients have access to these standard data resources within the Satisfi Dashboard and can retrieve the API endpoints to share with their App Provider for analysis at any time.
Note: In cases where clients have custom features installed, additional data resources may be available.
API endpoints for data resources
Each data resource has a corresponding API endpoint that can be used to generate a URL for export. Data resources can be exported as a file or viewed within a browser. The supported formats available are: Excel (file export only), CSV, JSON, Tab Delimited, or HTML. The generated URL can then be saved and called as needed.
If at any point you need support in retrieving an API endpoint for data resources, please submit a Partner Request ticket in the Satisfi Labs request portal.
Support
If at any point you need installation support or have a question, please submit a Partner Request ticket in the Satisfi Labs request portal.
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