@helpai/elements 1.8.0 → 1.10.0

package/docs/events-and-hooks.md

@@ -0,0 +1,483 @@
+# Events & lifecycle hooks
+
+Listen for chat interactions, forward them to analytics, trigger
+custom UX.
+
+---
+
+## Two mechanisms
+
+| Mechanism                                             | Scope                                      | When to use                                    |
+| ----------------------------------------------------- | ------------------------------------------ | ---------------------------------------------- |
+| **Instance events** — `chat.on(event, fn)`            | One widget you hold a reference to         | Custom UX wired to a specific widget           |
+| **Global hooks** — `HelpAI.hook(widgetId, event, fn)` | Any widget on the page (by id or wildcard) | Analytics, error reporting, cross-widget sinks |
+
+Both deliver the same event stream. Both are safe to mix.
+
+---
+
+## Available events
+
+| Event             | Fires on                                          | Payload                                                |
+| ----------------- | ------------------------------------------------- | ------------------------------------------------------ |
+| `open`            | Panel opens (floating mode)                       | `void`                                                 |
+| `close`           | Panel closes                                      | `void`                                                 |
+| `message`         | User sends a message + assistant finishes a reply | `{ role: "user" \| "assistant"; text: string }`        |
+| `error`           | Transport error or mid-stream error               | `unknown` (error object or message)                    |
+| `expand`          | Expanded tier toggled (⤢)                         | `boolean` (new state)                                  |
+| `fullscreen`      | Fullscreen tier toggled (⛶)                       | `boolean` (new state)                                  |
+| `handshake`       | Widget finishes booting (once per mount)          | `HandshakeResponse` (dashboard config)                 |
+| `localeChange`    | User picks a different language                   | `string` (new BCP-47 tag)                              |
+| `messageFeedback` | User rates a reply 👍/👎 (or clears it)           | `{ messageId: string; value: "up" \| "down" \| null }` |
+
+---
+
+## Instance events
+
+If you hold the `ChatWidgetInstance` returned from `init()` / `mount()`,
+subscribe with `.on()`:
+
+```ts
+const chat = init({ publicKey: 'agent_pk_...', aiAgentDeploymentId: '01900000-0000-7000-8000-000000000000' });
+
+const off = chat.on('message', (msg) => {
+  console.log(`[${msg.role}] ${msg.text}`);
+});
+
+// Later — unsubscribe
+off();
+```
+
+`.on()` returns an unsubscribe function. Call it when you don't need
+the listener anymore (e.g., component unmount).
+
+### Inline callbacks
+
+For one-off handlers, pass them directly to `init()`:
+
+```ts
+init({
+  publicKey: 'agent_pk_...',
+  aiAgentDeploymentId: '01900000-0000-7000-8000-000000000000',
+  onMessage: (m) => analytics.track('chat_msg', m),
+  onOpen: () => analytics.track('chat_open'),
+  onClose: () => analytics.track('chat_close'),
+  onError: (err) => Sentry.captureException(err),
+});
+```
+
+Equivalent to calling `.on()` immediately after mount but cleaner for
+simple cases.
+
+### Typed payloads
+
+Events are typed. In TypeScript, the payload is narrowed to the
+correct shape:
+
+```ts
+import type { EventMap } from '@helpai/elements';
+
+chat.on('message', (m) => {
+  // m is typed as { role: string; text: string }
+  console.log(m.role, m.text);
+});
+
+chat.on('expand', (isExpanded) => {
+  // isExpanded is typed as boolean
+  if (isExpanded) console.log('expanded');
+});
+```
+
+---
+
+## Global lifecycle hooks
+
+Different problem: you want to listen to events from **any** widget on
+the page, possibly before the widget even loads.
+
+```ts
+import { hook } from '@helpai/elements';
+
+// Fire for every event on every widget
+hook('*', '*', (instance, event, data) => {
+  analytics.track(`chat.${event}`, {
+    widgetId: instance.widgetId,
+    data,
+  });
+});
+
+// Fire only for 'message' on the "support" widget
+hook('support', 'message', (instance, _event, data) => {
+  logSupportMessage(data);
+});
+```
+
+Wildcards (`"*"`) match any widget id or event name. Returns an
+unsubscribe function.
+
+### Differences from `.on()`
+
+|                           | `chat.on(event, fn)` | `hook(widgetId, event, fn)`          |
+| ------------------------- | -------------------- | ------------------------------------ |
+| Scope                     | One widget           | Any matching widget(s)               |
+| Callback signature        | `(payload) => void`  | `(instance, event, payload) => void` |
+| Needs the instance handle | Yes                  | No — works with zero-JS embeds       |
+| Survives `destroy()`      | No                   | Yes — registry is page-scoped        |
+| Pre-boot queueable        | No                   | Yes                                  |
+
+### Pre-boot hooks
+
+If you use the async loader snippet, you can register hooks **before
+the bundle arrives**. Push tuples onto `window.HelpAIHooks`:
+
+```html
+<script>
+  window.HelpAIHooks = window.HelpAIHooks || [];
+
+  window.HelpAIHooks.push([
+    '*',
+    '*',
+    (inst, event, data) => {
+      analytics.track(`chat.${event}`, { widgetId: inst.widgetId, data });
+    },
+  ]);
+
+  window.HelpAIHooks.push([
+    'support',
+    'open',
+    (inst) => {
+      mixpanel.track('support_opened');
+    },
+  ]);
+</script>
+<!-- Widget loads below; hooks fire on its first event -->
+<script src="https://cdn.help.ai/sdk/js/elements/latest/elements.js" defer></script>
+```
+
+Once the bundle loads, `window.HelpAIHooks` stays as a "live facade"
+— you can keep pushing to it from lazily-loaded scripts and entries
+register eagerly.
+
+---
+
+## Event catalog — detailed
+
+### `open`
+
+Fires when the floating panel opens. Does NOT fire for inline /
+standalone widgets (they're "always open").
+
+```ts
+chat.on('open', () => {
+  document.body.classList.add('chat-open');
+});
+```
+
+### `close`
+
+Fires when the panel closes. In inline + fullscreen, fires `fullscreen:
+false` instead (the Escape routes to "exit fullscreen").
+
+### `message`
+
+Fires **twice per user turn**:
+
+1. On user send — `role: "user"`. Fires before the network round-trip.
+2. On assistant finish — `role: "assistant"`. Fires when the final
+   `finish` frame arrives (stream complete).
+
+```ts
+chat.on('message', (m) => {
+  if (m.role === 'user') {
+    analytics.track('message_sent', { chars: m.text.length });
+  } else {
+    analytics.track('message_received', { chars: m.text.length });
+  }
+});
+```
+
+`text` is the **final assembled text** — not per-token. If you need
+token-by-token, subscribe to signals directly (advanced).
+
+### `error`
+
+Fires on transport errors, mid-stream errors, or reducer errors.
+Payload is `unknown` — test its shape:
+
+```ts
+chat.on('error', (err) => {
+  const message = err instanceof Error ? err.message : String(err);
+  console.error('Widget error:', message);
+  Sentry.captureException(err);
+});
+```
+
+The widget catches errors in listeners themselves — a throw inside
+your handler won't break the widget or stop other listeners.
+
+### `expand`
+
+Fires when the user toggles the ⤢ expanded tier. Payload is the new
+state (`true` = entering expanded, `false` = leaving).
+
+```ts
+chat.on('expand', (isExpanded) => {
+  if (isExpanded) trackConversationSignal('expanded-tier');
+});
+```
+
+Does NOT fire when the server-pushed `initialSize` auto-applies on
+first mount.
+
+### `fullscreen`
+
+Similar to `expand` but for the ⛶ fullscreen tier. Payload is the new
+state.
+
+### `handshake`
+
+Fires **once per mount** — after the widget finishes booting
+(`/pai/handshake` resolves). Payload is the full bootstrap response
+from the backend:
+
+```ts
+chat.on('handshake', (res) => {
+  console.log('agent:', res.agent?.name);
+  console.log('welcome messages:', res.welcome?.messages);
+  console.log('server-pushed widget config:', res.config);
+});
+```
+
+Does NOT fire on "new conversation" re-connects. Only the very first
+bootstrap.
+
+### `conversationRebound`
+
+The server echoes the client-owned `visitorId`. If it replaces a client-minted
+`conversationId` during the handshake or first-message acknowledgement, the
+widget persists the replacement before firing this event.
+
+```ts
+chat.on('conversationRebound', ({ previous, current }) => {
+  analytics.track('conversation-rebound', { previous, current });
+});
+```
+
+The common handshake path echoes the requested conversation id and does not
+fire this event.
+
+### `localeChange`
+
+Fires when the user picks a different language from the header
+picker. Payload is the new BCP-47 tag.
+
+```ts
+chat.on('localeChange', (locale) => {
+  // Sync the rest of the site's language
+  document.documentElement.lang = locale;
+  fetch('/api/user/preferences', {
+    method: 'POST',
+    body: JSON.stringify({ locale }),
+  });
+});
+```
+
+---
+
+## Common patterns
+
+### Send every event to Google Analytics 4
+
+```html
+<script>
+  window.HelpAIHooks = window.HelpAIHooks || [];
+  window.HelpAIHooks.push([
+    '*',
+    '*',
+    (inst, event, data) => {
+      gtag('event', `chat_${event}`, {
+        widget_id: inst.widgetId,
+        payload: JSON.stringify(data).slice(0, 100),
+      });
+    },
+  ]);
+</script>
+<script src="https://cdn.help.ai/sdk/js/elements/latest/elements.js" defer></script>
+```
+
+### Forward to Segment
+
+```ts
+import { hook } from '@helpai/elements';
+
+hook('*', '*', (inst, event, data) => {
+  window.analytics.track(`Chat ${event}`, {
+    widgetId: inst.widgetId,
+    ...(typeof data === 'object' && data !== null ? data : {}),
+  });
+});
+```
+
+### Capture errors in Sentry
+
+```ts
+import { hook } from '@helpai/elements';
+import * as Sentry from '@sentry/browser';
+
+hook('*', 'error', (inst, _event, err) => {
+  Sentry.captureException(err, {
+    tags: { widget: inst.widgetId },
+  });
+});
+```
+
+### Auto-close on inactivity
+
+```ts
+const chat = init({ publicKey: 'agent_pk_...', aiAgentDeploymentId: '01900000-0000-7000-8000-000000000000' });
+
+let timer;
+
+chat.on('open', () => {
+  clearTimeout(timer);
+  timer = setTimeout(() => chat.close(), 5 * 60 * 1000); // 5 min
+});
+
+chat.on('message', () => {
+  clearTimeout(timer);
+  timer = setTimeout(() => chat.close(), 5 * 60 * 1000);
+});
+
+chat.on('close', () => clearTimeout(timer));
+```
+
+### Notify an intranet app when a visitor starts chatting
+
+```ts
+chat.on('message', (m) => {
+  if (m.role === 'user') {
+    fetch('/api/internal/chat-alerts', {
+      method: 'POST',
+      body: JSON.stringify({
+        firstMessage: m.text,
+        userId: currentUser.id,
+        at: Date.now(),
+      }),
+    });
+  }
+});
+```
+
+### Custom pulse on launcher when a new conversation is ready
+
+```ts
+const chat = init({ publicKey: 'agent_pk_...', aiAgentDeploymentId: '01900000-0000-7000-8000-000000000000' });
+
+chat.on('handshake', (res) => {
+  if (res.welcome?.messages?.length > 0) {
+    // Add a CSS class to your custom badge
+    document.querySelector('#chat-nudge').classList.add('has-new');
+  }
+});
+```
+
+### React hook for message tracking
+
+```tsx
+import { getInstance } from '@helpai/elements';
+import { useEffect } from 'react';
+
+export function useChatMessages(onMessage: (m: { role: string; text: string }) => void) {
+  useEffect(() => {
+    const chat = getInstance();
+    if (!chat) return;
+    return chat.on('message', onMessage);
+  }, [onMessage]);
+}
+```
+
+### Instrument user's message lengths
+
+```ts
+hook('*', 'message', (inst, _event, m) => {
+  if (m.role !== 'user') return;
+  const bucket = m.text.length < 20 ? 'short' : m.text.length < 100 ? 'medium' : 'long';
+  analytics.track('chat_message_length', { widgetId: inst.widgetId, bucket });
+});
+```
+
+---
+
+## Ordering guarantees
+
+For a single event fired on a widget:
+
+1. Per-instance `.on()` listeners fire in registration order.
+2. Global `hook()` listeners fire in registration order.
+3. Errors in one listener don't break the others.
+
+Per-event fire order in a typical turn:
+
+```
+User types "hi", hits Enter
+  │
+  ├─ message  (role: user, text: "hi")       ← fires immediately, before network
+  │
+  │  [network round-trip, streaming begins]
+  │
+  └─ message  (role: assistant, text: "...")   ← fires on stream finish
+```
+
+---
+
+## Unsubscribe hygiene
+
+Every subscription returns an `off()` function. Store and call them
+on cleanup to avoid memory leaks:
+
+```ts
+const offs = [chat.on('open', onOpen), chat.on('message', onMessage), chat.on('error', onError)];
+
+// Cleanup (e.g., React component unmount)
+for (const off of offs) off();
+```
+
+React pattern:
+
+```tsx
+useEffect(() => {
+  const chat = init({ publicKey, aiAgentDeploymentId: '01900000-0000-7000-8000-000000000000' });
+  const offs = [chat.on('message', onMessage), chat.on('error', onError)];
+  return () => {
+    for (const off of offs) off();
+    chat.destroy();
+  };
+}, [publicKey]);
+```
+
+`chat.destroy()` also clears all instance subscriptions — so the
+explicit `off()` is belt-and-suspenders. Either way works.
+
+---
+
+## When listeners don't fire
+
+| Symptom                             | Likely cause                                                                                             |
+| ----------------------------------- | -------------------------------------------------------------------------------------------------------- |
+| `open` never fires                  | Widget is in inline/standalone mode — it's "always open"                                                 |
+| `handshake` never fires             | Network error on `/pai/handshake`. `error` fires instead                                                 |
+| `message` fires twice per user send | Correct — user first, then assistant reply                                                               |
+| No events at all                    | `.on()` called before the instance was fully constructed. Use `init()`'s return value or a pre-boot hook |
+| Pre-boot hook never fires           | Widget never mounted — check the public-key/deployment-id pair                                           |
+
+[Troubleshooting](./troubleshooting.md) has the full diagnostic
+checklist.
+
+---
+
+## Next
+
+- [Analytics integration](./analytics.md) — GA4, Mixpanel, Segment, Amplitude, PostHog, Sentry, multi-provider
+- [Recipes](./recipes.md) — copy-paste scenarios
+- [API reference § events](./api-reference.md#events) — compact lookup
+- [Configuration § callbacks](./configuration.md#callbacks-shortcut-for-events)