PostHog Analytics - House of Legends

Why This Matters

PostHog is the team’s all-in-one analytics hub. It gives House of Legends a single place to see how guests find shows, where they drop off in the booking flow, how payments perform, and how operators handle live events. PostHog goes beyond simple pageview counting. It captures the full customer journey — from first visit to paid booking — with enough detail to reconnect failed checkouts with the guest in the CRM. When a booking session breaks during payment, staff can watch the session replay to see exactly what happened and reach out to recover the sale.

What Gets Tracked

Visitor Activity (Browser)

The landing website captures visitor behavior in real time, including:

Page visits and show page views
Booking form interactions (inputs are visible in replays for recovery)
Checkout and payment steps
Video engagement
Frontend errors that might block bookings
Session replays for debugging and recovery
Network request and response payloads for diagnosing failed bookings

Browser SDK details

Surface	SDK	Default capture
Landing	`posthog-js` in `apps/landing/lib/analytics/analytics.ts`	Manual page, booking, form, video, frontend exception events, session replay, unmasked form inputs, and network request/response payload capture
Dashboard	Not initialized in runtime	Existing analytics helper calls are no-ops until dashboard PostHog is deliberately enabled

Business Events (Server)

The payment backend captures confirmed business outcomes — these are the events that marketing can trust because they come directly from the House of Legends server, not the visitor’s browser.

Event	When It Fires
`reservation created`	A new booking is saved
`checkout started`	Guest enters the payment checkout step
`payment completed`	Payment confirmed successful
`payment failed`	Payment reported as failed
`reservation cancelled`	Booking cancelled
`refund processed`	Refund recorded against a payment
`inquiry submitted`	Guest submits a booking inquiry
`operator check-in completed`	Staff checks a guest in at the venue

Event Properties

Each event carries rich context for analysis. Here are the key properties available:

Property	Available On	Example
Show code / show slug	Show-scoped events	`JAZZ`, `jazz-night`
Event date / time	Show-event scoped events	`2026-06-03`, `19:30`
Amount (VND)	Booking, checkout, payment, cancellation	`1090000`
Payment gateway	Checkout, payment, refund	`ONEPAY`
Booking path	Reservation events	`DINNER_SHOW`
Guest count	Reservation and cancellation	`4`
Referral code	Referral-attributed bookings	`PARTNER10`
Referral partner type	Referral-attributed bookings	`HOTEL`, `TOUR_COMPANY`, `CONCIERGE`
Referral channel	Referral-attributed bookings	`QR_STICKER`, `INFLUENCER`, `BAR`
Referral discount (VND)	Referral-attributed bookings	`109000`
Has referral	Reservation, checkout, payment events	`true` / `false`
Reservation reference	Reservation, checkout, payment, cancellation	`RSV_260603_0001`
Inquiry type	Inquiry events	`PRIVATE_EVENT`
Refund status	Refund events	`SUCCEEDED`
Final payment status	Refund events	`REFUNDED`
Payment status	Payment outcome events	`SUCCESS`, `FAILED`
Checked in by	Operator check-in events	`staff`

Booking Recovery

One of PostHog’s most valuable features for House of Legends is booking recovery. When a guest starts booking but the payment fails or the session breaks, the team can:

Watch the session replay — See exactly what the guest typed, which page they were on, and where the flow broke.
Inspect network payloads — See the actual API requests and responses to diagnose server-side issues.
Match to the CRM — PostHog automatically links the session to the customer record, so staff know who to contact.
Reach out directly — Use the CRM contact details to email or message the guest and help them complete their booking.

Captured booking replay data is operational recovery data. Keep PostHog access limited to staff who are allowed to inspect customer booking details.

Booking recovery capture scope details

Landing replay is configured for operational recovery visibility: unmasked inputs, request/response headers, request/response bodies, CRM customer identity, and booking analytics trace IDs. PostHog SDK-level platform safeguards may still apply before ingestion, but the landing app no longer performs project-level booking payload redaction.

Layer	What is captured
Session replay	Booking form inputs are visible because `maskAllInputs=false` on landing replay
Network payloads	Request and response headers/bodies are enabled through `recordHeaders=true` and `recordBody=true`
Payload masking	The landing app uses a pass-through `maskCapturedNetworkRequestFn`, so it does not strip query strings, request bodies, response bodies, or secret-like payload keys
CRM lead	The early customer lead stores honorific, name, email, phone, locale, selected event, booking path, guest count, experience type, and analytics trace IDs
PostHog identity	After early lead capture, the browser identifies the PostHog person with CRM customer data including full name, email, phone, honorific, and locale
Reservation note	Created reservations store PostHog session ID, PostHog distinct ID, and the local analytics session ID in the customer note

Customer Intelligence

PostHog powers a customer intelligence view that shows aggregate booking trends without exposing any individual customer’s personal data. Staff can see:

How many active, new, and returning customers the business has
The returning customer rate
Booking frequency patterns (one-time vs repeat bookers)
Revenue breakdown by show and booking type

Privacy Boundary

The intelligence service groups data internally by customer email for deduplication, but the response never returns raw email addresses, phone numbers, names, customer notes, dietary notes, tokens, or payment references. What you see is always aggregate, anonymized data.

Customer intelligence endpoint details

GET /api/analytics/customer-intelligence returns aggregate customer analytics for the dashboard. Access is gated by canUseStaffRoutes (staff, admin, and superuser).

Visit Tracking

House of Legends tracks aggregate visitor counts by day and week. This provides a high-level view of website traffic trends without tracking individual visitors.

Visit notification endpoint details

POST /api/system/visit-notification is a public endpoint that stores aggregate day/week counters. The stored columns are bucket_type, bucket_key, visit_count, created_at, and updated_at.The endpoint accepts path and referrer in the request body and reads user-agent, IP, and country from the request context for notification formatting, but those values are not persisted in the database by this endpoint.GET /api/system/visit-notification/stats returns the current aggregate counters. It is also public.

AI Support Observability

PostHog can track AI support interactions, but this is disabled by default and requires a privacy review before activation. When enabled, it would capture AI generation events for quality monitoring.

AI observability and SDK details

Surface	SDK	Status
Hono	`posthog-node`	Explicit business events and gated server exceptions when `POSTHOG_ENABLED=true`
Mastra	`@mastra/posthog`	Disabled until the AI observability env gate is enabled

Do not enable POSTHOG_AI_OBSERVABILITY_CAPTURE_CONTENT until customer support transcript retention and redaction rules are approved.

Environment variables

Landing and Dashboard
Hono
Mastra

NEXT_PUBLIC_POSTHOG_PROJECT_TOKEN=phc_replace_with_project_token
NEXT_PUBLIC_POSTHOG_HOST=https://us.i.posthog.com
NEXT_PUBLIC_POSTHOG_AUTOCAPTURE_ENABLED=false
NEXT_PUBLIC_POSTHOG_SESSION_REPLAY_ENABLED=true

POSTHOG_ENABLED=true
POSTHOG_PROJECT_TOKEN=phc_replace_with_project_token
POSTHOG_HOST=https://us.i.posthog.com
POSTHOG_ERROR_CAPTURE_ENABLED=true

POSTHOG_AI_OBSERVABILITY_ENABLED=false
POSTHOG_AI_OBSERVABILITY_CAPTURE_CONTENT=false
POSTHOG_PROJECT_TOKEN=phc_replace_with_project_token
POSTHOG_HOST=https://us.i.posthog.com

Verification steps

Build the affected surfaces

pnpm --filter @hol/shared typecheck
pnpm --filter @hol/landing build
pnpm --filter @hol/dashboard build
pnpm --filter @hol/hono build
pnpm --filter @hol/mastra build

Verify frontend events

Open landing in production or a configured preview. Confirm page_view, booking events, customer identification, visible form inputs, and request/response network payloads appear. Dashboard browser analytics are not initialized yet.

Verify Hono business events

Create a reservation, start checkout, submit an inquiry, and perform a check-in. Confirm PostHog receives reservation created, checkout started, inquiry submitted, and operator check-in completed.

Verify payment events

For payment-related changes, production payment-flow verification is required by the project payment verification policy. Confirm payment completed or payment failed only after a real OnePay production flow.

Verify customer intelligence

Call GET /api/analytics/customer-intelligence with a staff session. Confirm the response contains aggregate counts and breakdowns but no raw email, phone, names, notes, or tokens.

Verify AI observability

Enable POSTHOG_AI_OBSERVABILITY_ENABLED=true only after privacy review. Confirm $ai_generation events appear, and confirm customer support input/output content appears only when POSTHOG_AI_OBSERVABILITY_CAPTURE_CONTENT=true.

​Why This Matters

​What Gets Tracked

​Visitor Activity (Browser)

​Business Events (Server)

​Event Properties

​Booking Recovery

​Customer Intelligence

​Privacy Boundary

​Visit Tracking

​AI Support Observability

Why This Matters

What Gets Tracked

Visitor Activity (Browser)

Business Events (Server)

Event Properties

Booking Recovery

Customer Intelligence

Privacy Boundary

Visit Tracking

AI Support Observability