Hubspot Chat Tool: Recording Conversions in Analytics/Adwords

Marketing & Content Hub Reporting & Analytics
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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