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Integrate with FullStory

Last Update: Sep 2024 • Est. Read Time: 2 MIN
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FullStory captures page views and clicks that your users make on your site and logs them as a session, which can then be replayed or shared with other members of your organization. By integrating FullStory with Kustomer, you can get insight on the actions your user took before they encountered an issue and use this data to help improve a customer’s experience with your site.

Who can access this feature?
User typesAdmins can set up this integration.


In this article

Prerequisites

Before starting this integration, you must have the following:

  • A FullStory account
  • The FullStory JavaScript snippet installed on your site so that sessions can be tracked.
  • Customer profiles in Kustomer with a customer's corresponding email address so that FullStory can identify users.

Installing the FullStory app

To integrate FullStory with Kustomer, install the FullStory app from within the Kustomer App Directory.

  1. Go to Apps and select Explore Directory.
  2. Search for FullStory in the App Directory, and then select Install.

Configuring FullStory with Kustomer

After you install the app, you need to enter your FullStory API key to complete the integration.

  1. Log in to your FullStory account.
  2. Selectnext to your profile name and then select Settings.
  3. Select API Keys and then select Create Key.
  4. Enter a name and the desired permission level and select Save API Key.
  5. Select Copy to Clipboard.
  6. In Kustomer, go to Apps and select FullStory in the sidebar.
  7. Paste the API key you just copied from FullStory in the box provided.
  8. Select Save Changes.

Viewing FullStory sessions in Kustomer

The FullStory insight card shows the last 5 sessions for the customer you are currently viewing a particular customer.

Note: Customers are identified by their email address. Since customers can have multiple email addresses associated to them, only the first 5 email addresses saved in their profile will be used as identifiers. For example, if a customer who has 6 email addresses in their profile accesses your site from the 6th address, their session won't be logged.

You can view the details of a specific session by selecting Open session in FullStory.

Here you can replay the session or view page insights while viewing a list of all actions the user took on your site.