Does anyone have any solutions/suggestions for recording live chat conversions in Analytics/Adwords? Can I record contacts created from live chat in Analytics and then create a goal that could translate to a conversion in Adwords?
We are using the Hubspot chat tool.
We would like to use chat on our ppc landing pages, but because we cannot record chats and conversions, we have not yet set them up.
Hi @ErinGerg,
Which chat app are you using? HubSpot or another tool? We use Comm100 for Chat and they have an off-the-shelf stock integration for Google Analytics.
- Trevor
Hi Trevor,
Sorry if I was not clear. We are using the Hubspot chat tool, and it does not have an integration. I do not believe that we are currently open to changing tools as we are working on a lead tracking process for the client.
Thanks!
Erin
Hi @ErinGerg,
You should be able to use event tracking in Google Analytics along with jQuery to do this. More on that in this thread:
https://community.hubspot.com/t5/Marketing-Integrations/Google-Analytics-Event-Tracking/td-p/29831
-Trevor
Hi Trevor,
We cannot apply event tracking to the chat code because we do not have access to Hubspot chat’s code. We just turn it on on the landing page.
I recently looked into this for our agency as well.
Unfortunately, I wasn’t able to track when a visitor actually sent a message. What I was able to do was implement interaction tracking on the chat window itself using the following code (note that this has some customizations for our Google Tag Manager setup).
<script>
window.addEventListener( 'message', function(event) {
if ( event.origin !== 'https://app.hubspot.com' )
return false;
var eventData = JSON.parse(event.data);
if ( eventData.type == 'open-change' ) {
dataLayer.push({
'event': 'Send Event',
'event_category': 'Live Chat',
'event_action': ( eventData.data ) ? 'Opened Chat' : 'Closed Chat',
'event_label': eventData.uuid,
'event_value': 10
});
}
});
</script>
That will push a dataLayer event for opened/closed click interaction, which isn’t perfect, but it’s a start.
HubSpot needs to implement a window message event for “message sent” so we can truely know when a chat has been started (not just assuming a click = a conversation).
UPDATE:
Actually, digging into this further, tracking when the “conversation is started” is possible.
<script>
window.addEventListener( 'message', function(event) {
if ( event.origin !== 'https://app.hubspot.com' )
return false;
var eventData = JSON.parse(event.data);
var eventAction = false;
switch( eventData.type ) {
case 'closed-welcome-message':
eventAction = 'Closed - Welcome Message';
break;
case 'open-change':
eventAction = ( eventData.data ) ? 'Opened - Window' : 'Closed - Window';
break;
case 'external-api-event':
if ( eventData.data.eventType = 'conversationStarted' )
eventAction = 'Conversation Started';
break;
default:
eventAction = false;
break;
}
if ( eventAction ) {
dataLayer.push({
'event': 'Send Event',
'event_category': 'Live Chat',
'event_action': eventAction,
'event_label': eventData.uuid,
'event_value': 10
});
}
});
</script>
However, there isn’t a way to track when a user provides their email address - which is really when you would truely count a conversation as a “lead” for analytical purposes. So this above script would track the following (assuming you use Google Tag Manager):
- Users who open/close the chat window
- Users who close the chat welcome message (if you’re using one)
- Users who start a new conversation
Honestly Hubspot, Can you just build a Google Analytics integration already? Gravity forms has one. Basically every platform has realized Google is the statistics of record for the Internet. Let’s play nice with google analytics please. It would be a huge gain for the platform.
I agree completely. We have our Google Ads campaigns based partially around using chat activity as an indicator for number of conversions and conversion value, pulling that information from Google Analytics. It seems that isn’t really possible now.
I’m not sure why HubSpot chat doesn’t really seem to be showing ANY events in Google Analytics. This seems like a major oversite. At least give us the data on what is happening by triggering events.
100% agreed - it takes forever. I’m really thinking about using a different Chat-Tool
Hi there, Could you walk me through the settings needed with GTM in order set correctly this tag?
Thanks a lot!
Sure, DM me and I can help you.
Hi,
How to install de chat tracking in Google Tag Manager?
Thanks!
derekcavaliero’s code works really well. Thank you!
Here’s what we did to install via GTM and start writing data to GA. At a high level, the flow runs like this:
Event Tracking > GTM Event > GTM Variables > GTM Trigger > GA
1. Add derekcavaliero’s code using a custom HTML tag, and make sure it fires on all pages.
2. Next, register each data layer from the code (
event, event_category, event_action, event_label, event_value
) as a user-defined variable.
3. Here’s a sample:
4. Next, visit “Triggers” and register the event name from the code. In our case, we’re using: "
Widgets
." derekcavaliero’s default is "
Send Event
."
Here’s our example:
5. Finally, go back to “Tags” and register a new GA tag. Include the event variables and fire on the trigger you created in step 3.
6. After you publish the update, you’ll see the events in Google Analytics:
You can see this solution live on our marketing intelligence solution’s marketing in China and marketing benchmarks pages. This Chrome extension can be helpful for previewing events.
Dear oqm4,
Thank you for sharing your implementation. I’ve implemented your way accordingly and it works. However, I am facing one issue, which is: It is actually tracking the event “Conversation started” multiple times - once I sent a chat message, once the agent replies and then continuing from every other message.
Is there any way on how to reduce it to counting this event only once, as a conversation can only be started once? I’ve tried firing the tag only once per page within GTM, but it doesn’t work. I would certainly appreciate any kind of help.
I know there are unique events within GAnalytics, but if you set it up as conversion in GA, how to make it count only once?
With kind regards, Christian
@chris_wcptjtj wrote:
However, I am facing one issue, which is: It is actually tracking the event “Conversation started” multiple times - once I sent a chat message, once the agent replies and then continuing from every other message.
I solved this by creating a separate tag and trigger just for the “Conversation Started” event. After setting it up like oqm4 demonstrated:
- Block the “Conversation Started” event in the original trigger (event action does not contain “Conversation Started”)
- Create a new trigger for ONLY the “Conversation Started” event (event action contains “Conversation Started”)
- Create a new tag for the “Conversation Started” trigger and set it to fire only once per page
The original tag/trigger will still track all of the window open/close events, and the new tag will only fire once per page, when the first message is sent.
Thanks guys. It also worked for the Google Analytics 4 property.
Thank you for the update @marcgess.
Kindly,Pam
conversationstarted event is not working for me. Anyone else with same issue?
Update: Apparently the trigger isn’t very clear and could be due to newer ways to set up listeners for chat events.
I am trying to reconcile the data here. 27 total events with 7 Unique events this week (Monday and Tuesday).
When looking at the Conversations Inbox within the HS portal, I see 6 chat sessions.
My question is, what constitutes that a conversation started? If someone clicks one of the screening questions from the bot but doesn’t finish with the form (provide email) is that a Conversation Started event? Does that mean if there are 7 unique events and only 6 chat sessions, that one person never actually connected with an agent?
