Hi,
I have been trying to track Hubspot Livechat on Google Tag Manager (GTM). More specifically people who are coming from Google Ads then click the Livechat.
Is there any way to do that? I asked Hubspot Support, but apparently there is no way to do that from Hubspot.
Thank you in advance.
Hi @yudhi.hamzah,
While it’s not possible to track clicks to open the live chat widget in HubSpot, there may be a way in Google Tag Manager.
Most of the live chat modal is loaded through an iframe, so its elements can’t be tracked through GTM. The iframe exists within a div with the id hubspot-messages-iframe-container, however, so you may be able to create a click trigger with that id. See below.
[
Click ID Trigger.jpg1041x374 32.5 KB
Hi @Isaac_Takushi it still don’t work. There is “hubspot-messages-iframe-container” ID in my HTML but somehow the trigger is not fired.
I think the click is happening in the iframe. That is why I can’t recognize the action (click).
Thanks for the update, @yudhi.hamzah,
In that case, I don’t know of a way to track clicks which open the live chat widget. hubspot-messages-iframe-container is one of the few div elements outside the iframe.
I certainly see value in tracking custom interactions with the live chat tool, however. I recommend upvoting and commenting on this HubSpot Community Idea and any other topics which match your use case to help them become realities.
This information is sent directly to our Product team and helps prioritize feature requests that have the greatest impact on our customers. I’ve already upvoted the idea and will also do my part and pass your feedback along through internal channels.
I would like to know if there are updates on a way to track the chat with Google Tag Manager. Unfortunately, the only solution indicated does not work.
Thanks.
Pier
Hi, @Pier.
Since this discussion was last active, we released a Conversations Live Chat Widget API. The features include these widget events, which you could use to trigger a Google Tag Manager event.
For example, the following script would listen for the start of a chat and trigger a GTM event named hs_chat_started.
window.HubSpotConversations.on('conversationStarted', payload => {
dataLayer.push({'event': 'hs_chat_started'});
});
Thank you so much. I will try to track chat conversation.Unfortunately I’m not super competent with Google Tag Manager for custom tracking, a step by step guide would have been helpful.
I will try until I can! Fingers crossed.
Thank you again
Hi, @Pier.
Happy I could be of assistance.
There are many step-by-step tutorials on tracking in Google Tag Manager available. Here are two I found:
hi there @IsaacTakushi ,
thanks for sharign this, it is super helpful -
I am trying the script you are mentiongin above into GTM but I get this error message:
---
Error at line 2, character 55: This language feature is only supported for ECMASCRIPT6 mode or better: arrow function.
---
The script I use is this one:
Monosnap
Also the trigger I am using is this one:
If I chanege a little bit the script:
<script>
window.HubSpotConversations.on(‘conversationStarted’, function (payload) {
dataLayer.push({‘event’: ‘hs_chat_started’});
});
</script>
Now the trigger fires, I can see this on previewing the tag:
But in hubspot the event is not increasing:
Thansk a ton
Hi, @RiccardoPisani.
Thanks for sharing your code.
It sounds like you are expecting your code to trigger a custom HubSpot event named hs_chat_started. Is that correct?
If so, the following JavaScript will not do that:
<script>
window.HubSpotConversations.on('conversationStarted', function (payload) {
dataLayer.push({'event': 'hs_chat_started'});
});
</script>
because dataLayer.push({'event': 'hs_chat_started'}); only communicates with Google Tag Manager.
If you wish to trigger a HubSpot event on your page, you must use this Events JavaScript API method.
Add the following to your “New HubSpot Conversation listener” tag, after dataLayer.push({'event': 'hs_chat_started'});:
_hsq.push(["trackEvent", {
id: {YOUR_HS_EVENT_ID}
}]);
thanks a lot @IsaacTakushi 
hi there @IsaacTakushi
the script should look like this right?
<script>
window.HubSpotConversations.on(‘conversationStarted’, function (payload) {
dataLayer.push({‘event’: ‘hs_chat_started’});
_hsq.push([“trackEvent”, { id: {000007664686} }]);</script>
the id is this one, correct?
I still get en error on my tag
Tag: Monosnap
Error: Monosnap
Not sure if I’ve inserted the part of the script you are suggesting in the right place.
Thanks a lot for your help
Riccardo
Hey, @RiccardoPisani.
Yep, that is the event ID, however it shouldn’t be within {}; I just used those to highlight where the ID should go.
It also looks like you’re missing a closing });. The combined code should be:
window.HubSpotConversations.on('conversationStarted', function (payload) {
dataLayer.push({'event': 'hs_chat_started'});
_hsq.push(["trackEvent", {
id: 000007664686
}]);
});
Let me know if this resolves your issue.
Hi @IsaacTakushi I’m really struggling with this too, hoping you can help
I’m trying to get a ‘hs_chat_started’ event pushed into the datalayer when a chat is initiated. I’ve tried your code, but it’s not working:
<script>
window.HubSpotConversations.on('conversationStarted', function (payload) {
dataLayer.push({'event': 'hs_chat_started'});
});
</script>
I have a global form listener (below) which works perfectly:
<script type="text/javascript">
window.addEventListener("message", function(event) {
if(event.data.type === 'hsFormCallback' && event.data.eventName === 'onFormSubmit') {
window.dataLayer.push({
'event': 'hubspot-form-success',
'hs-form-guid': event.data.id
});
}
});
</script>
We are trying to do the same for chat, but I can’t get it to work. All I want to do is use a GTM listener to listen for the ‘conversationStarted’ event and then push the conversation ID into the datalayer.
Are you able to help?
Thank you
I’m looking for this solution too. Help!
@gabrielxyzmkt got it working yesterday, here you go
<script type="text/javascript">
function onConversationsAPIReady() {
//console.log("HubSpot Conversations API Available");
window.HubSpotConversations.on( 'conversationStarted', function( payload ) {
//console.log("HubSpot Conversation Started");
window.dataLayer.push({
'event': 'hubspot-conversation-started',
'hs-conversation-id': payload.conversation.conversationId
})
});
}
/*
If external API methods are already available, use them.
*/
if (window.HubSpotConversations) {
onConversationsAPIReady();
} else {
/*
Otherwise, callbacks can be added to the hsConversationsOnReady on the window object.
These callbacks will be called once the external API has been initialized.
*/
window.hsConversationsOnReady = [onConversationsAPIReady];
}
</script>
Friend, tell me if I did it right:
1 - create the listener tag as you said in All Pages
2 - create a trigger - custom event “hubspot-conversation-started”
3 - create a google ads tracking tag triggered by the “hubspot-conversation-started” trigger
Just this?
@gabrielxyzmkt yup that’s pretty much it. this link explains how to do it for HubSpot forms, the approach is pretty much exactly the same for chat, should give you everything you need. note: the link will automatically expire in a couple of weeks https://app.growthmethod.com/playbook/fyea0zyy9twh9gccx1dr8c50sfj20j.
Your code is working fine. Thanks for sharing.
Can you share the complete code/script here? I’m interesting in counting the chat starts.