Manage Clarity issues

This article guides you on how to manage clarity issues via automatic safeguards or manual stop controls.

Automatic stop

Clarity has built-in safeguards to prevent issues from escalating. If a critical issue exceeds critical thresholds, Clarity stops automatically.

📘

Note

Traffic and close rate changes trigger warnings but don't stop Clarity.

Force start and revoke force start

The branches shown in the safety scenario allow you to force-start Clarity (if it auto-stops). Click the Reset trigger option to restart Clarity.

Revert the force start by clicking the Reset trigger option.

Manual stop

To stop Clarity, you must open specific initiatives in your project. Use the Clarity core and use case initiatives (link) to stop Clarity.

Required order to stop Clarity

Stop Clarity in the following order of steps:

1. Stop all trigger tags. This prevents new customers from seeing Clarity triggers.
   1. Go to the use case initiative.
   2. Open the use case trigger tag. This example shows the Clarity PDP trigger tag.
   3. Click the Stop button.

📘

Note

The above example stops only the PDP use case trigger. Repeat this process until you stop all use case trigger tags.

2. Stop the follow-up weblayer after some time when the traffic drops. This stops Clarity chat from being displayed for all use cases and all customers already interacting with Clarity.
   1. Go to the Clarity core initiative.
   2. Open the follow-up weblayer.
   3. Click the Stop button.

❗️

Warning

Stopping the follow-up weblayer first can result in a broken user experience as the customers can still interact with the Clarity trigger, but no chat window will open.

Restart Clarity

Remember to start the follow-up weblayer first and then start the trigger tags for all use cases.

What to do if Clarity isn’t working

If Clarity isn’t working as expected:

1. Turn Clarity off to prevent further issues.
2. Inform Bloomreach so the team can investigate.
3. Wait for Bloomreach’s update - we’ll analyze the data and inform you once Clarity is available again.