How to manage custom events
Last updated October 15, 2026
Overview
Custom events are actions your customers take, in your product or in your other tools, that Atlas shows to your agents. A HubSpot call, a new customer record or a viewed help center article are all examples. They give agents context about what happened before the customer reached out.
Each event type can appear in two places:
- Timeline: the customer's activity history, also shown in the ticket timeline in the inbox.
- Session Recording: the "Custom events" tab of a session's developer tools, in the order the events happened.
Atlas also uses events in search and as triggers for workflows and automations. You choose where each event type appears in "App Configuration > Data > Custom events" .
Key Features
- One list for every event type: See each event's source, its name and where it appears.
- Per-event visibility: Turn "Show in Session Recording" and "Show in Timeline" on or off for each event type.
- Events from many sources: Integrations, Atlas features and your own product all add events.
- Quick search: Type in "Filter..." to find an event in a long list.
Where events come from
You don't create the rows in this list by hand. Each workspace has its own list, based on:
| Source | Example events | Where they come from |
| Hubspot | Note, Meeting, Task, Call, Email | The HubSpot integration, once it's connected |
| Atlas customer | Customer created, Customer updated | Customer records created or changed in Atlas |
| Atlas helpcenter | Searched help center article(s), Viewed help center article(s) | Customers searching or reading your Atlas help center |
| Your own source name | Any name you choose, for example "Checkout Completed" | Events your product sends with the API or through Segment |
Events from integrations only appear after you connect the integration. HubSpot is one example: once it's connected, its activities show up here. The same applies to other integrations you connect.
How to choose where an event appears
- Click the main menu button and select "App Configuration" .
- Expand "Data" and click "Custom events".
- Find the event in the "Events" list. To narrow the list, type in "Filter...".
- Click the event's row. The "Edit Custom Event Config" window opens.
- Turn "Show in Session Recording" and "Show in Timeline" on or off.
- Click "Save". The message "Successfully updated the Event Configuration" confirms the change.
Send events from your own product
Your developers can send events from your website, app or backend, so agents see actions like "Checkout Completed" or "Error Encountered". There are two ways:
- Events API: Send each event in a web request. Read the Custom events documentation for the request format and fields.
- Segment: Connect Atlas as a Segment destination.
Once Atlas receives an event, it appears in the "Custom events" list, where you choose where it's shown.
Best practices for naming events:
- Use the Object Action format, for example "Account Created", "Order Completed" or "Product Searched".
- Write property names in snake_case, for example
order_id.
FAQs & Troubleshooting
Why is my event list different from another workspace's?
The list depends on the integrations you've connected, the Atlas features you use and the events your product sends. A workspace without HubSpot connected, for example, has no Hubspot events.
Why isn't an event showing in the customer timeline?
Check the following:
- "Show in Timeline" is on for that event type.
- For events sent with the API, the event is linked to an Atlas customer. The Custom events documentation explains how to check its processing status.
Can I rename or delete an event type?
Not from this page. You can only choose whether it appears in Session Recording and in the timeline.