[anonu]

Very timely article for me.

I spent most of last week looking at live chat tools and also came to the same conclusion re ChatWoot (ie: good product + open source + lacking some features + but possibly extensible)

We're moving off of Intercom. Great set of features - but the pricing is horrendous.

I think live chat is more important than just the live chat. Using the chat widget for analytics, tracking, and automated messaging is also important.

I want to be able to take screenshots of what my users are looking at when they need support. I want to be able to detect what pages theyre on and provide contextual help when they need it.

[areichert]

Not sure if this is something you'd find useful, but we (Papercups) recently released a product on top of our live chat tool that allows you to view what your users are looking at in real-time while chatting with them :)

Details: https://storytime.papercups.io/

[anonu]

Thanks for this - this is really cool - and I actually signed up for an account to look around based on an earlier comment.

Now can I get a programmatic hook into storytime? I suppose some competitor products would use this feature for an "AI Bot".

[areichert]

We just released Storytime last week in beta, so it's still quite basic in its feature set :P What kind of hooks would you like? (e.g. on certain events, trigger certain callbacks?)

[anonu]

Could you expose an API so I could write my own custom bots?

I'd want to get all events occurring (through a webhook for example) and then make API calls to send both online and offline messages. Offline messages as a way of maybe sending product updates. Online messages to engage users as they're going through their journey

[areichert]

Yes, we are working on exposing our API :)

If you email me at alex [at] papercups.io I can keep you posted on our updates!