Sentry

Sentry is visitor analytics on the pages your chat widget already runs on. It records the pages visitors view, how long they stay, how far they scroll and what they click, and shows how many of them go on to open the chat, send a message and reach your conversion page. It also builds Contacts: everyone who writes to your bot on any channel, gathered into one list of leads.

Sentry is not related to Sentry.io, the error tracking service.

Turn On Tracking

After purchasing Sentry, open Add-ons → Visitor Analytics → Settings in the dashboard sidebar and switch on Track visitors. Tracking is off by default, and nothing loads on your site until you switch it on.

Tracking runs through your chat widget, so there is no extra snippet to install. A visitor is tracked on every page where the widget is embedded.

Choose Save after any change.

Conversion Pages

A conversion is a visit that reaches a page you name, such as an order confirmation or a booking confirmation.

Under Conversion pages, enter the path only, starting with /, for example /thank-you.
Choose Add another page to add more, up to 5. A visit counts once however many of them it reaches.
Leave the list empty to skip conversions.

A visit counts as converted when the path of a page it views contains any of your entries. Leave out the domain, spaces and anything after ? or #.

On Shopify, conversions are not tracked, because the chat widget does not run on the checkout pages.

Daily Visitor Limit

Daily visitor limit caps how many new visitors are tracked each day. Days run on UTC. Once the limit is reached, tracking stops until midnight UTC, and visitors past the limit are neither tracked nor billed. The default is 5,000; you can set any whole number from 1 to 1,000,000.

The dashboard warns you when the limit was reached on a day in the range you are viewing.

Pricing

Sentry charges $0.05 for every 100 sessions it tracks, from the same credit balance as chat replies. A charge is taken as each block of 100 sessions completes, not at the end of the month. The settings page shows your last 30 days of sessions and what they cost.

If your credit balance goes below zero, tracking pauses and the settings page and dashboard say so. It starts again within the hour after you top up. Your analytics and contacts are kept while it is paused.

In the Shopify, WordPress and Wix apps, either plan unlocks Sentry with every other add-on; the per-session charge still applies.

Read the Dashboard

Open Add-ons → Visitor Analytics → Dashboard. Pick a range: 7 days, 30 days, 90 days or 1 year. Days are UTC.

Sessions: one session is one visitor tab, however many pages it views.
Avg time on page and Avg scroll depth: averages across every page view in the range.
Conversions: sessions that reached one of your conversion pages.
Sessions per day: daily traffic over the range.
Chat funnel: Visited, Opened the chat, Sent a message and Reached your conversion page. Each step counts sessions, so a visitor who opens the chat twice counts once.
Top pages: the most viewed pages. Query strings and fragments are never recorded.
Most-clicked elements: the elements visitors click most. Rage counts repeated fast clicks on one spot. Dead counts clicks after which nothing on the page changed. Both point at buttons and links that are not doing what visitors expect.

Today's numbers fill in as the day goes on; earlier days are complete.

Contacts

Open Add-ons → Visitor Analytics → Contacts. Every person who writes to your bot appears here, whatever the channel: website chat, WhatsApp, Messenger, Instagram, Telegram, LINE, Discord or a phone call. Website visitors appear once they chat.

Search by name, email, phone or id, and filter by channel.
Export CSV downloads the list.

Open a contact to see:

How to reach them: each channel they used and what it allows right now. Messenger, Instagram and WhatsApp through Meta allow a free-form reply for 24 hours after the person's last message; after that the contact shows the channel's own rule. Phone contacts show the number to call back. A website visitor can be reached only through an email or phone number they gave.
On your website: their visits from the last 30 days, with the pages they viewed, where they came from, and whether they chatted or converted.
Recent messages: their latest messages across every channel.

Join and Separate Contacts

One person can write to you on several channels. Sentry joins their contacts automatically only when two of them share a phone number or email that the platform verified.

When contacts share an email or phone that was not verified, the contact shows them under Same person?. Choose Join into this contact to combine them, or Separate to split a joined contact back out. A contact you separate is never joined automatically again.

Privacy and Your Visitors

Sentry uses no cookies. The chat widget keeps a random visitor id in the browser's storage. You are responsible for telling your visitors about the tracking.

With tracking on, the settings page shows suggested wording under Wording for your visitors. Copy it into your privacy policy or cookie banner, under analytics, and adjust it to your site.

What is kept:

Raw visit details: 30 days.
Daily totals behind the dashboard: 1 year.
Contacts with no activity for 12 months are removed.

If you pass your own customer id to the widget with data-user-id, a contact's website visits are reported by the visitor's browser under that id. Anyone could send visits under it, so the contact marks those visits as unverified.

Delete a Contact

To honor a deletion request, open the contact and choose Delete contact. This removes the contact and their website visits. Tick Also delete their conversations to remove their messages as well; in a group conversation only their own messages are removed. Confirm with Yes, delete. Deletion cannot be undone.

If analytics cannot be reached at that moment, nothing is deleted and you are asked to try again.

Regenerate the Tracking Token

If the dashboard shows visits that are not from your site, choose Regenerate tracking token in settings. Pages already open keep the old token until they reload.