Event Tracking & Analytics

the events api provides transparency into how helpline information is displayed to and used by end users this feature captures two discrete, timestamped signals to measure the user journey helpline display captures when a helpline is shown to a user helpline click captures when a user takes action to contact a helpline key benefits billing transparency provides transparency for throughline and customers to ensure billing is based on verified usage data compliance & impact reporting through exportable analytics, simplifies reporting to regulators and stakeholders based on documented reach and user activity load management allows throughline to monitor and manage load across helplines to ensure service availability conversion insights uses a unique identifier to calculate the click through rate (ctr) from display to contact data flow the following diagram illustrates how event data travels from your application to the throughline analytics dashboard events endpoints these endpoints are used to report the two core signals detailed schemas are available in the api reference method endpoint required parameters description post /v1/events/helpline display helpline id (string) session id (string) timestamp (iso 8601) report when a helpline is displayed to a user post /v1/events/helpline click helpline id (string) session id (string) timestamp (iso 8601) contact method (enum) report when a user clicks a contact method for a helpline parameter definitions the events api utilizes two primary identifiers to link these signals helpline id this string must match the unique id for the helpline entity retrieved from the /helplines endpoint session id an opaque string provided by the client to link a "display" event to a "click" event flexibility you may use any identifier you prefer, such as a guid or a hashed string consistency the id must remain unique and consistent for the duration of a single user session to allow for accurate conversion rate calculations anonymity because this id is partner provided and contains no pii, it ensures user anonymity while still providing measurable impact tracking contact method values the contact method field is an enum used to report which specific channel a user chose to contact contact method contact method description description phone phone call sms sms / text message online chat online chat website visit to the website tty tty / relay call whatsapp whatsapp reporting form online reporting form privacy & quota information no personal data no personally identifiable information is collected at any stage service level data events record what happened (helpline id), how (click), and when (timestamp) never who quota exemption event api calls do not count against the standard api display quota