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

[Mike_Brown]

Hey @Djones 
Thanks for doing that!!

Could you possibly do an updated version of this but on GA4?

Thanks!

[acgorecki]

Hi @Mike_Brown, we've created a premade GTM recipe for tracking Hubspot's live chat widget in GA4.

[AlexHutson]

Hi Dillon,

Thanks for the great guide! 🙂

Would you be able to provide an updated version to use with GTM and GA4 please?

That would be soooo helpful!

Thanks,

Alex

[kmhwebtech]

Hi, do you have updated steps for GA4? seems there some difference specially on step 4. Thanks btw for this. Big help.

[acgorecki]

Updated. Thanks for catching that!

[KKJ9]

Hi, Do you have any guide to connect live chat with GTM & GA4

[acgorecki]

I've created a GTM recipe that lets you track Hubspot Livechat in GA4. You
can find it on our website:
https://intigress.com/blog/digital-marketing/track-hubspot-live-chat

If you have any questions, please feel free to reach out.

[KKJ9]

Thank you so much for the update 🙂

[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.