Zapier - VIP Support with Activation Streams & Session Summaries

Customers rely on Zapier to quickly connect different systems to unlock valuable business workflows. In this example, we're going to walk through an implementation of the Proactive VIP Support template to identify a VIP user struggling to complete an action, summarize their experience, and notify teammates in Slack.

Here's the end result:

Solution overview

This VIP Support workflow consists of the following components:

• Zapier integration with the Proactive VIP Support template
• Activation Streams for real-time alerting of user behavior
• Custom prompt profiles for tailoring the message to Slack
• AI-generated Session Summaries, via Zapier

In this example, we're going to walk through a scenario for a car rental site where we want to identify when a VIP customer views a product page but fails to complete a checkout, calling attention to any frustration signals they may have experienced along the way.

Step 1: Setting up Zapier

You'll want to make sure you have a Zapier account when you get started. See main Zapier article if you're getting set up for the first time.

1. Go to the Proactive VIP Support template.
2. Click the Try it button.
3. Click the first step, Catch webhook from Fullstory.
4. Under the Test tab, find Your webhook URL and click the Copy button.
   
    
    
5. You'll use the webhook URL in the next step when setting up the stream.

Step 2: Setting up the Stream

The next step is going to be to create a new Stream that matches the user behavior you want to be alerted on. In this example scenario for our car rental website, we want to be alerted when a Gold-tier renter navigates to a product page, but doesn't complete checkout within 5 minutes.

1. Within Fullstory, navigate to Settings > Anywhere > Activation.
2. Click Create Stream.
3. Under Destination, update API Endpoint URL to be the webhook URL from Zapier.
4. Under Definition, Define the event or pattern which will trigger the stream. In this example, we're going to look for users who visited the "Product Detail Page" where "renter_tier" is "gold". However, we want to exclude those user who made it to the "Order Confirmation" page within 5 minutes.
   
   
    

5. Under Field Mapping, we want to add "Session ID" and "Device ID" as Event property values. These will be used to construct the needed Session ID in future steps. You can add other event properties that you want to make available to future steps in Zapier, but this is all we need for generating the summary.

   Note: You can also add "Client ID", which can be used as a Session ID when generating a session summary. As of this writing, there are some scenarios where the "Client ID" value doesn't function as expected. When that functionality is updated, this article will be updated to utilize "Client ID".

   
   

6. Click Send Test.
7. Within Zapier, verify within Zapier that the test was received.
8. Within Fullstory, click Save to publish your Stream.

9. Wait for the Stream to be triggered by a live session.

   Note: When setting up your Stream for the first time, you may wish to use an event pattern that has higher traffic than the one you intend for your VIP support experience. This will help you to trigger a webhook with real session data. After you've confirmed the webhook is working as expected, you can edit your Stream to be more fine-tuned for VIP support.
10. Within Zapier, under the webhook Test tab, click Find new records to find the webhook associated with the live session that was triggered by the Stream.
11. Click Continue with selected record.

Step 3: Set up AI-generated session summaries

Now we need to continue in Zapier with setting up the session summary.

1. Within Zapier, click the second step, Generate session summary with Fullstory AI.
2. If you haven't set up Fullstory within Zapier before, you may need to add an Account under the Setup tab. See the main Zapier article for guidance.
3. Under the Configure tab, for Session ID, click the "+" button.
4. Select Device Id
5. Insert a : character after the Device Id.
6. Click the "+" button again and select Session Id.

7. Your Session ID should look like this:
   
   

   Note: Note sure why you need a Device Id and a Session Id? See Working with session ID values for use with the server API to learn more.

8. Enter a Profile ID to customize your prompt configuration.

   Note: While you can leave this field blank, it is highly recommended that you create a custom prompt profile that matches your specific use case. In this example, we're using a prompt configuration with the following values:
    

   {
           "llm": {
               "pre_prompt": "The following json encodes a user session as a sequence of page views and events, comprising the user's experience. Keep in mind the data is raw, and some values may not be relevant.",
               "post_prompt": "Provide a bulleted list of the names of any rental vehicles the user viewed during their session. Below the list of vehicles, provide a summary of the user's experience. Use the following template:\n\n*Vehicles Viewed*\n\n<bulleted list of vehicles viewed>\n\n*Quick Summary*\n\n<one paragraph summary>\n\n*Frustration Signals*\n\n<bulleted list of frustration signals identified>"
           }
       }

   
   In this example, the post_prompt is specifically formatted for Slack output and tailored to our VIP support business case.

9. Click Continue.
10. Under the Test tab, run a test to make sure it's working. You should see a Session Summary returned in the test.

Step 4: Set up Slack

Now that we've got our Stream sending a webhook to Zapier and have configured our AI-generated session summary, it's time to set up the Slack portion of the integration.

1. Within Zapier, click the third step, Send message to Slack channel.
2. Go to the Setup tab and ensure you have a Slack Account set up in Zapier.
3. Under the Configure tab, identify a Channel to send the Slack message.
4. Under the Message Text, you can configure the message however you want. In this example, we're going to insert the session URL at the very top, followed by the Session Summary from the previous step:
   
   
    
5. Configure any other message settings within Zapier.
6. Click Continue.
7. Under Test, send a test message to Slack.
8. Click Publish to publish your Zap.