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Status Submitted
Created by Guest
Created on Oct 12, 2026

RELATED IDEAS

Additional telemetry for embedded web chat behavior and errors

Hello,

There have been several tickets opened where the embedded web chat functionality is directly involved. One such ticket revolves around whether the embedded web chat failed to load outright for a user after a period of time has passed, or if the user simply closed the browser/tab before the chat had a chance to fully load.

On the client-side, we are attempting to implement telemetry that would inform us of these different experiences, but if the JS bundles and other scripts that make up the wxO embedded web chat could have metrics/stats/telemetry like this enabled out-of-the-box, so both IBM and their clients could keep track of it via wxO, that would be even more ideal.

This is related to LSABER-I-1819 and LSABER-I-1822, where additional data points were requested to be captured via the native embedded web chat experience. Some of these data points (e.g. timezone) were actually natively captured in Assistant's embedded web chat, but are no longer supported in Orchestrate's.

Of course, clients can create their own custom solutions to capture these data points, but having a native, supported version from IBM would certainly be ideal!

Idea priority Medium
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