Basket tracking
Track the visitor's observed basket so operators can help with its contents and completed purchases can retain item detail.
What it is
Basket tracking records the items and quantities your website reports for a visitor. Operators can use this observed basket to help during a conversation. A completion report can carry those items into INSIDE's tracked purchase history.
Who uses it and why
- Developers send basket observations and completed-purchase details from the website.
- Operators use basket context when discussing products or checkout problems.
- Visitors receive help based on the basket their website has reported.
Where to find it
Basket information is part of the visitor context available while assisting a visitor. It comes from the website integration rather than a basket editor in Settings. Its visibility and detail depend on the information the website tracks.
How it works
- The website reports a basket identifier, items, quantities and money values for the visitor.
- A snapshot replaces quantities with the reported values. An incremental update adds the reported quantity changes to existing quantities.
- INSIDE groups matching SKUs and updates the observed basket. A quantity reduced to zero removes the corresponding item.
- The website reports completion when the shopper purchases. INSIDE processes the purchase and its item detail.
Incomplete baskets are saved with the visitor. When a completion contains no items, INSIDE can recover items from the saved basket if the totals match. Changed-line completion processing clears the saved basket data; normal sale handling also clears abandoned-basket state.
Tracking observes the store basket. It does not itself add a product to the actual store basket.
Configure it
Have your developer connect basket updates to the visitor integration. Choose snapshot or incremental semantics consistently, use stable basket and product identifiers, and report completion only for a completed purchase.
Supply product names, SKUs, quantities, prices and currency, plus images, links and categories when available. Preserve the website, subsite and visitor context. The integration can replace a temporary basket identifier with the merchant's final order identifier.
Limits and good to know
- Empty identifiers and the identifier zero are rejected. Automatic identifier generation is supported where configured by the integration.
- Unchanged observations can be skipped. An explicit completion or replacement identifier is treated as a change.
- Repeated incremental updates can change quantities again. Do not assume that replaying a quantity change is harmless.
- Multiple lines with the same SKU are aggregated. Distinct products should use distinct, stable SKUs.
- Missing completion items can be recovered only when a suitable saved basket exists and the totals match. Sending complete item detail is more reliable.
- No-cookie tracking has a separate path. It does not follow the normal live visitor sales-processing path.
Depends on and works with
+4 more · used by
- Monitor modeEnhances
Tracked baskets supply basket information.
- Visitor event targeting conditionsEnhances
Basket contents and value supply commerce conditions.
- Purchase tracking and sales totalsEnhances
Saved basket observations can supply omitted purchase lines when the completion total matches.
- Purchase currencies and conversionEnhances
Tracked basket amounts retain original money and website-currency values.
View all connections as a list
This feature uses
- Purchase tracking and sales totalsEnhances
Completion can turn tracked basket contents into purchased-item detail.
- Purchase currencies and conversionConfigured by
Tracking preserves original money alongside website currency values.
- Visitor and conversation information panelsEnhances
Operators use visitor context to inspect tracked basket information.
- Visitor event rules and actionsEnhances
Visitor events can act on observed basket state.
- Visitor identityRequires
Basket observations belong to a website and visitor identity.
- Cookie consent and opting outConfigured by
No-cookie tracking follows a different path from normal persisted sales processing.
Used by
- Visitor data mapping for targetingEnhances
Tracked order data provides order-context values for mappings.
- Visitor search and filtersEnhances
Current basket information supports minimum basket filtering and basket sorting.
- Floor search and filtersEnhances
Basket information supplies the Has A Basket filter.
- Floor avatar indicatorsEnhances
Basket tracking supplies held-item and basket signals.
- Avatar animation and reaction settingsEnhances
Adding items to a tracked basket can trigger avatar reactions.
- Visitor and conversation information panelsEnhances
Basket tracking supplies the current basket panel.
- Operator notifications and alertsEnhances
Basket updates can generate activity bubbles.
- Stats Bar and My StatsEnhances
Basket tracking supplies live basket counts and values.
- Monitor modeEnhances
Tracked baskets supply basket information.
- Visitor event targeting conditionsEnhances
Basket contents and value supply commerce conditions.
- Purchase tracking and sales totalsEnhances
Saved basket observations can supply omitted purchase lines when the completion total matches.
- Purchase currencies and conversionEnhances
Tracked basket amounts retain original money and website-currency values.
FAQ and troubleshooting
Why does the observed basket differ from the store basket?
INSIDE reflects the latest observations received. Check that every relevant addition, removal and quantity change reaches the integration with the correct visitor and basket identity.
Why did a quantity double?
An incremental update adds a change to the existing quantity. Sending an absolute quantity as a change, or replaying that change, can increase it again.
Why does a completed purchase have no item detail?
The completion may have omitted items and there may be no saved basket with a matching total. Supply the completed purchase lines explicitly.
Does tracking a basket prove Add to cart succeeded?
No. A basket observation and a confirmed storefront addition are separate events. Check the action result and the actual store basket.