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>

[Djones · Accepted solution]

I wrote a step by step guide with screenshots on how I track Hubspot live chat with Google Tag Manager

[Jaycee_Lewis]

Hey, @Djones 👋 Thanks for sharing your guide! — Jaycee

[MariZanchetta]

Hi, I wanted to share that I have used the API recipe from @acgorecki  (link is his comment) and added it into GTM, and it works!! Thank you very much for this @acgorecki , I am now able to track conversations that have started as a goal in GA.

[acgorecki]

@MariZanchetta, I'm glad you found it helpful and were able to get it to work for you.

[ogranadino]

Hi @IsaacTakushi I have same issue. I neet to count a conversion in google ads when the lead completes some chat bot questions. 

Can I do that using the snippet event or a webhook event in the bot flow to load the google conversion code?

Best,

[AMandel]

I have the same question
If anybody can share step by step template on how the did it

[MariZanchetta]

Same as @DDemagistris here, @IsaacTakushi . How can I track Hubspot chats that came from paid campaigns and organic search? I need to measure this.

[DDemagistris]

@IsaacTakushi can you help me with this? My end goal is to count a Hubspot chat as a conversion in google ads and google analytics. 

[IsaacTakushi]

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.

[Pier]

Hi @IsaacTakushi

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

[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'});
});

[acgorecki]

In case you find it helpful, I created a Google Tag Manager (GTM) recipe to track the Hubspot Live Chat Conversation API events in Google Analytics 4 and Universal Analytics. Check it out.

[AMandel]

Can you please specify how this works in google tag manager?

[Severin]

Hi, @IsaacTakushi 

What would the event script be if we wanted to track the email submission of a chat engagement in GTM? 

Thanks,

Severin

[IsaacTakushi]

Welcome, @Severin.

Are you referring to the automated chatflow prompt corresponding to the "Ask visitors for their email address" setting?

If so, responses to that prompt cannot be accessed via the Conversations JavaScript API at this time.

If you have an Enterprise-level subscription and are using bots, however, you can leverage either the bot webhook or code snippet actions to interact with this email.

[Severin]

Thanks for your help here, Isaac.  

Just to clarify, the purpose of tracking this is for Google Analytics and Google Ads conversions.  Therefore, I only want to see/track that the email address was successfully submitted via a chat form.  I don't need to see or record the actual email address for this purpose. 

Does that help clarify?

Thanks again.

Severin

[IsaacTakushi]

Hey, @Severin.

It does but unfortunately the answer is the same... at this time, HubSpot chat widgets do not emit an event or signal when an email address is submitted.

The closet alternatives I can think of are the two bot chatflow actions I outlined above.

Also, I know you're not referring to HubSpot forms, but they have global events which trigger when submissions are received and persisted.

[LaetitiaS]

Hello @IsaacTakushi , 

Thank you but I don't understand what should I do with this ? 

window.HubSpotConversations.on('conversationStarted', payload => {
  dataLayer.push({'event': 'hs_chat_started'});
});

Use in Custom HTML ? If yes, with which trigger ? 

Thanks 

[IsaacTakushi]

Hi, @LaetitiaS.

If you are asking about the snippet in general, yes, you can place that within <script></script> tags within your page's HTML.

You may have to change the event name from hs_chat_started to match the Google Tag Manager event you have configured.

Could you clarify your question about the trigger? The HubSpot conversationStarted event is a trigger of sorts since it will trigger a callback, but are you referring to a different trigger? If so, what are you looking for the trigger to do?

[RiccardoPisani]

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:
 https://monosnap.com/file/EguNehjH7qJUIFnuIhDNW4zAgc5g1H

Also the trigger I am using is this one: 
https://monosnap.com/file/7wfoWz9nfatuUOS35vmPzPQM4sLHsv

 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:
https://monosnap.com/file/yIJYzWzAikVHLGXmzT3EHTjxF9CaQW

But in hubspot the event is not increasing:
https://monosnap.com/file/rc4CT5DcHwRPrPVDA3SGTznoVFsnzY

Thansk a ton