Show your team what customers did before writing

When a customer opens the chat, your agents see what they did just before: the pages they read on your website, the screens they opened in your app and the actions your developer reports, such as a failed payment. Agents can then answer "I see your card was declined at checkout" instead of asking what happened.

What your team sees

• Before writing: a block at the start of the conversation listing the last steps, oldest first, with how long ago each happened. It shows the last three steps; click it to see them all. Steps whose name looks like a problem (an error, a failure, a declined payment, a timeout) are highlighted.
• Journey in the customer panel: the same steps, up to 20.
• Attributes in the customer panel: the details your website or app sends about the customer, such as their plan or last order, as a table.

Only your team sees these. The customer does not see them in the chat.

In the Ha Tang app for phone, the conversation shows a line such as "Before writing: 5 steps"; tap it to see the steps. The conversation info lists Journey and Attributes. In the Mac app, the same line appears in the conversation, and the customer panel (⌥⌘I) lists Journey and Attributes.

What is captured on its own

Social channels such as Zalo, Messenger or TikTok do not pass this information, so their conversations have no journey.

What your developer adds

Your developer can send three kinds of context. Each takes a line or two of code:

• Events: actions that matter to support, for example payment_failed with the order number and the reason, or viewed_pricing. They appear in Before writing and, during a chat, in the conversation.
• Attributes: facts about the customer, for example their plan, cart value or customer number. New values replace old ones with the same name; the rest are kept.
• Screens (apps only): the name of the screen the user is on, so the journey reads like "Cart → Checkout → Payment".

Send the developer guide that matches your product:

• Website: JavaScript API (pushEvent and setData).
• Apps: the "Events and data" section of the iOS, Android, Flutter or React Native SDK (pushEvent, setData and setScreen).

Privacy and limits

• Ha Tang keeps the steps for 24 hours, so a journey covers at most the day before the customer wrote.
• Only the last 20 steps are kept and shown.
• Values whose name looks secret, such as a password, token or card number, are hidden before they are stored.
• Attributes can carry up to 8 KB per call.

Ask your developer to send only what the team needs to help the customer, and never passwords, card numbers or personal documents.