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Custom events are used to track important customer behaviors and system events throughout your app. In Atlas, they can be used in three places:

In this article, we'll review best practices for: 

common events for different business models

Sending events via the client typically provides more context, while sending events via the server is typically more reliable.

information isn't stored in your database (eg, page views, button clicks, page scroll length, etc.)

it's easier to send information from the client (eg, UTM tag, device, user agent, etc.)

There are six different event types you can call with Atlas: 

. Each one answers a different question about a customer:

: which page (web) / screen (app) are they on?

Use the "Object-Action" naming convention for events when possible. For instance, "Account Created," "Customer Signed Up," and "Product Searched."

When naming properties, use snake case (eg, 

Common events for different business models

Two common business models we encounter are ecommerce and B2B SaaS. Here are some common events for each type of business:

 Products Searched, Product List Viewed, Product List Filtered

 Product Clicked, Product Viewed, Product Added, Product Removed, Cart Viewed, Checkout Started, Checkout Step Viewed, Checkout Step Completed, Payment Info Entered, Order Completed, Order Updated, Order Refunded, Order Cancelled

 Coupon Entered, Coupon Applied, Coupon Denied, Coupon Removed

 Product Added to Wishlist, Product Removed from Wishlist, WIshlist Product Added to Cart

Account Created, Account Deleted, Signed Up, Signed In, Signed Out, Invite Sent, Account Added User, Account Removed User, Trial Started, Trial Ended

Best practices for custom event types, naming, when to use JS vs API, and common events

Custom Events: Best Practices

Custom events provide a generic structure that allows you to send key events in your customers’ journey to Atlas so that it can be visualized in the customer timeline, used as a trigger for workflows (eg, in Chatbots), and used as a search filter criteria.

This article will explain the structure of custom events and give a brief primer on how you add them. For instrumentation best practices for custom events for your product, take a look at 

. For technical details on how to implement custom events, see 

Custom events have the following basic structure:

# Atlas event
{
    // Atlas object type to be associated with the event
    "objectType": "CUSTOMER", 
    
    // Atlas object ID
    "objectId": "c19a7d78-37a1-4ee4-9e68-aae0d4c93f7e",

    // ID of the Atlas Objects within any system of record - eg - CRM, Application Database
    "externalId": "12123", 
    
    // expressive action name that can capture the esssence of the tracked activity
    "name": "Employee Paid", 
    
    // description of event hown in the main body of the event
    // could be formatted using HTML
    "description": "<p>🎉 Congratulations, today is your payday! <i>$5,393.17</i> was deposited into your bank account.<p>",

    // optional: details about the tracked activity
    "payload": { 
          "shifts_completed": 22,
          "overtime_accumulated": 0,
          "tax_at_source": 12,
    },
    
    // optional: URL or unicode character that can be rendered in the agent timeline so that your agents can recognize the type of event effortlessly
    "icon": "url",
}

The above event would show up in the customer timeline like the following:

Custom events can also be shown in the timeline and info pane of session recordings.

There are two ways to add an event to Atlas:

 create a custom event  that can be sent through a web request

(If you are new to instrumenting your app with events, take a look at our 

 page where you can specify where they are shown and get a quick read on their structure.

If you’ve got any questions about how to best setup events for your company, feel free to reach out to us via chat or email at support@getatlas.io.

Custom Events

Dynamic Custom Fields populate dropdowns dynamically with data pulled from your database or CRM. 

You can also define field behavior, labels, and access rules directly in the Custom Fields section of the app.

Choose a dynamic field type (e.g., DynamicMultiSelect or DynamicList)

Dynamic Custom Fields work great in different industries. E-commerce businesses can show a "Product Category" field when customers report order issues. SaaS companies can display a "Platform Version" field for technical bug reports. EdTech platforms can add a "Course Name" field when students ask about specific classes.

Dynamic Custom Fields

Effectively manage your customers and accounts with our powerful tools.

Customers and accounts are distinct entities in our system. While customers represent individual users, accounts can encompass multiple customers, typically used for businesses or organizations.

Let's explore the details of how you can view, create, edit, and organize your customer data.

Access comprehensive customer information, including custom fields and basic properties. This view provides a holistic picture of each customer.

To create a new customer, select the hamburger menu on extreme left and click on “Customers”. You’ll see the customers screen. Go to the right and click on "Add customer".

Fill in the basic properties and any custom fields you've set up, and save the new customer profile

You can easily update customer information as needed. This ensures your data remains current and accurate.

Link customers to their respective accounts for better organization. Navigate to the customer profile and click on vertical ellipsis (three dots). You’ll see an option to “link account”.

Select the appropriate account from the drop-down list or create a new one.

Customer segments allow you to group customers based on specific criteria.

Use the filters to define your segment criteria

Once you've created a segment, you can apply additional filters within that segment. This allows for more granular organization of your customer data.

Similar to customer views, you can access comprehensive account information.

Click on the hamburger menu and go to accounts. From here, click on “Add account”.

Fill in the necessary information, like the contact details and account manager. Save the new account.

Keep your account information up-to-date by editing as needed. Simply click on the pen icon next to the account, and update the details.

Add notes to accounts that will be visible across all customers associated with that account. This feature helps maintain consistency in your customer interactions.

You can create custom fields for customers, accounts and tickets. This allows you to capture and organize information specific to your business needs.

Managing customers and accounts

Create dynamic groups of customers based on specific properties.

A customer segment is a group of customers defined by specific properties. These segments are dynamic, automatically including all customers who meet the defined criteria.

To create a new customer segment, first navigate to the customer list. Click on the three bars on the left-hand side and go to "Customers". This will display a table of all your customers.

On the right-hand side of the customer list, you'll see a list of existing customer segments. To create a new one, click "Add Segment" (the + sign). Name your segment (e.g., "VIP Customers") and define the segment using filters.

You can use various filters to define your segment. For example, you might create a segment for high revenue or MRR customers, customers with a specific property (e.g., customers.vip = true), or customers from a specific email domain or account.

To view a segment, go to the Customers page and click on the segment name. This will display all customers in the selected segment.

To edit a segment, click on the vertical ellipsis (3 vertical dots) next to the segment tab. Then, click on "Options" when viewing the segment and select "Edit Segment". Here you can view and modify the defining properties of the segment.

Customer segments can be used in various parts of Atlas, typically when targeting a specific group of customers.

In app configuration under ticket management, you can use customer segments to create SLA rules for specific groups of customers.

Customer segments can be used to route tickets from specific customer groups to particular agents or teams.

You can create inboxes for tickets coming from certain customer segments. Simply click on ‘Add inbox’, give it a label and add the specific customers.

In the chatbot workflow builder, you can use customer segments for branching, creating different paths for different customer groups.

Custom segments

Custom fields let you add extra information to your tickets in Atlas. This helps you organize your support work in a way that makes sense for your team.

This is what everyone will see. It's the name of your field.

This is for developers to use when setting up the field.

Choose who can change this field. It could be just admins or developers using the API.

You can create different types of fields, like dropdown menus or text boxes. Some fields can be required before a ticket can be closed or moved to a new state.

You can make fields depend on each other. For example, you could have an 'Outreach Category' field with choices like 'Bug' and 'Payment'. Then, you could have a 'Sub-criteria' field that changes based on what's selected in 'Outreach Category'.

To do this, you'd set up a conditional script. It might say: If 'Outreach Category' is 'Bug', then 'Sub-criteria' should only show 'Log' and 'Error'. If 'Outreach Category' is 'Payment', 'Sub-criteria' would show different options.

You can choose which custom fields show up on each ticket. Go to the info pane settings to set this up. You can make some fields always show, even if they're empty. These 'always show' fields will also appear in notifications sent to agents.

Custom fields are great for setting up automated workflows and making reports. They help you sort your tickets in ways that make sense for your team.

The fields you set to 'always show' will be included when agents get notifications, like in Slack. This helps agents quickly see important information about a ticket.

Add information that's important for your team

Set up your support process in a way that works for you

Give agents the right information at the right time

Make better reports about your support work

By setting up custom fields that work for your team, you can make your support process smoother and more effective.

Make Atlas work for you with custom fields

Custom fields

Custom events let you track what your customers are doing on your website or app. They're a way to add extra information to conversations in Atlas.

To use custom events, you need to use our external API. Go to “

”.* Copy the API token. Use this token to create or list custom events.

You can see all the custom events you're tracking. For example, you might see events like "customer created". Each event shows:

Processing status: If it's linked to a customer in your database

Object type and ID: Which customer or entity this event is linked to

You can choose where custom events show up:

In session recordings: Events appear as icons in the recording timeline

In customer timeline: Events show up in the customer's activity history

You can turn these on or off for each event. This is useful if you're tracking lots of events and don't want to see them all.

Custom events help developers give more information to support agents. For example:

If a customer reports a bug, developers can send a custom event saying when it might be fixed

For e-commerce, you could track events like "order created" or "order fulfilled"

This helps agents quickly understand what's happening with a customer when they're talking to them.

Developers can set up custom events to trigger when certain things happen on your site or app. When an event happens:

A webhook request is sent to the Atlas API

The developer can add extra information to the event

This information shows up for agents in Atlas

Custom events give agents more context about customers. They can see things like:

What actions they took (like creating an order)

This helps agents give better, faster support because they have more information about what the customer has been doing.

Track important user actions with custom events.

Custom events

Atlas provides powerful data export capabilities to help customers analyze their data and create custom reports beyond what's available directly in the platform. This guide will walk you through the process of exporting your data from Atlas.

Atlas offers two main methods for exporting data:

This method provides more control over the specific fields you want to export.

To use the controlled export, navigate to “

You'll then choose the entity you want to export, which can be tickets, conversations, customers, or accounts. Next, select the date range for your export.

You'll have the option to choose the fields you want to include in the export. These can include core conversation fields, custom fields you've created, customer fields linked to tickets, and account fields. You have the flexibility to select all fields if desired.

Once you start the export, it will be processed in the background. You'll receive an email notification when your data is ready for download.

This method offers less control over specific fields but provides more powerful filtering options.

To use the default export, go to the search page for tickets, customers, or accounts. Apply any desired filters, then click on "Download results". While you can't control which fields are exported, you can apply a wide range range of filters to narrow down the data you're exporting.

The entities that can be exported from Atlas include tickets, customers, and accounts. It's important to note that sessions, events, and sidebars cannot be downloaded using these methods.

Use the controlled export (Data > Export data) when you need precise control over which fields are included in the export and you're okay with limited filtering options, mainly date range.

Use the default export (search and download) when you need to apply complex filters to your data before exporting and you're fine with exporting a standard set of fields.

The time it takes to process your export depends on the amount of data requested. Larger exports may take some time to complete. You'll be notified via email when your export is ready for download.

Analyze your data and create custom reports.