Implementing Proactive Support in Flutter with Intercom: Tracking User Time on Pages

[amalshyjo]

I am currently developing a Flutter-based application and have integrated Intercom to provide customer support. Our team has encountered a specific requirement where we need to offer proactive assistance to users who spend more than a minute on a particular page, potentially indicating they are facing difficulties. We identified Intercom's proactive support feature as a solution, but it requires setting up a time delay based on user navigation routes.

However, we are facing challenges in implementing this within the Flutter environment. Our initial attempts involved using events to track user time on pages, but this method hasn't yielded the desired results.

I am reaching out to the community for insights or suggestions on how to effectively implement this feature in Flutter. Is there a way to track the current page a user is on, along with the duration of their stay on that page, using Intercom's features or any alternative methods? Any guidance or advice on this matter would be greatly appreciated.

[deepak786]

@Br1an-Boyle Do you have any suggestions to implement?

[Br1an-Boyle]

Unfortunately we don't have the capability to do this within Intercom at the moment.
That wouldn't stop you adding page tracking yourself though and firing an event to Intercom after a certain time period. You could then configure that event to match certain outbound messages that would then be sent to the user.

[amalshyjo]

Unfortunately we don't have the capability to do this within Intercom at the moment. That wouldn't stop you adding page tracking yourself though and firing an event to Intercom after a certain time period. You could then configure that event to match certain outbound messages that would then be sent to the user.

So, after a bit of back-and-forth with their team, turns out the whole current page tracking gig is just for web platforms at the mo. What we've done is kind of a workaround—every time a user flips to a new page, we've got this event that fires off to keep tabs on page visits, right? And we also tweak this custom attribute we call 'current page' to always show the latest page the user's checked out. This setup lets us use that page change as a kickoff for a bunch of actions. Plus, within the sequence's rules, we employ the 'current page' custom attribute to assess whether the user has navigated away from the page after a specified waiting period or similar conditions. 🤷‍♂️ Looks like this is the only way for now.