Hubspot Livechat on Google Tag Manager

[yudhi_hamzah]

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.

[IsaacTakushi · Accepted solution]

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'});
});

[stuartbrameld · Accepted solution]

@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>

[IsaacTakushi]

Hi, @SamOrton.

Apologies for the delayed response.

Custom analytics events do require a Marketing Hub Enterprise subscription, however, depending on your goal, they may not be necessary.

Are you trying to trigger custom Google Tag Manager events on HubSpot pages? That use case does not require an Enterprise subscription.

[SamOrton]

Figured it out. Thanks Isaac.

Sam

[gabrielxyzmkt]

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?

[stuartbrameld]

@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.

[gabrielxyzmkt]

Your code is working fine. Thanks for sharing.

[jteglgaaard]

Can you share the complete code/script here? I'm interesting in counting the chat starts.

[RiccardoPisani]

thanks a lot @IsaacTakushi  🙂

[Pier]

Hi @IsaacTakushi 

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

[IsaacTakushi]

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:

• How to track events on your website with Google Tag Manager
• Guide to Event Tracking via google Tag Manager

[IsaacTakushi]

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

[yudhi_hamzah]

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).