Events Endpoints

along with access to the analytics dashboard, the events api supports you in having visibility into how your helpline information is used by end users rather than needing to infer engagement from qualitative feedback alone, this new feature captures two discrete, timestamped signals when a helpline is displayed, and when a user takes the step of making contact the aim of this feature is to provide transparency for customers for accurate billing as well as make compliance reporting easier based on user activity and their click through rate this page describes the technical design, data flows, api contracts, privacy controls, and new components being introduced it is intended to support legal review and partner onboarding conversations alongside technical implementation key principle no personally identifiable information (pii) is collected at any stage events record service level signals — which helpline, what action, when — not who we track a unique but opaque session identifier for each user to allow us to more accurately calculate conversion rates as this identifier is provided by api client, it can be made completely anonymous benefits of reporting to the events api visibility into helpline engagement know exactly how often helplines are displayed and how many users click to make contact; with accessible analytics capture and csv export to make reporting easier measurable impact tracking visibility on the reach of the integration, giving safety teams (and stakeholders) evidence on the impact of the partnership helpline load management throughline will be able to independently monitor and manage load across priority helplines, to ensure users can always reach help whenever they need it 3\ data flow api endpoints post /v1/events/helpline display helpline id (string) session id (string) timestamp (iso 8601) report when a helpline is displayed post /v1/events/helpline click helpline id (string) session id (string) timestamp (iso 8601) contact method (enum) report when a user clicks to contact the helpline id parameter comes from the helpline entity in the /helplines endpoint the session id parameter is completely opaque to us, and is simply a way for us to calculate a conversion between views and contacts you can provide whatever identifier you like, provided it’s unique and consistent for a single session see the api reference for more details the contact method field accepts the following values contact method contact method description description phone standard phone call sms sms / text message online chat live web chat website visit to the website tty tty / relay call whatsapp whatsapp reporting form online reporting form privacy & legal topic topic detail detail no pii collected no personal data is collected; session id is opaque and partner provided, giving partner control over anonymity quota exempt event api calls do not count against the api display quota