Hubspot Livechat on Google Tag Manager

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yudhi_hamzah
Member

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.

40 Replies 40
IsaacTakushi
HubSpot Employee

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?

Isaac Takushi

Associate Certification Manager
0 Upvotes
Severin
Member

Hi, @IsaacTakushi 

 

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

 

Thanks,

 

Severin

0 Upvotes
IsaacTakushi
HubSpot Employee

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.

Isaac Takushi

Associate Certification Manager
Severin
Member

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

0 Upvotes
IsaacTakushi
HubSpot Employee

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.

Isaac Takushi

Associate Certification Manager
0 Upvotes
AMandel
Participant

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

0 Upvotes
acgorecki
Member

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.

0 Upvotes
DDemagistris
Participant

@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. 

MariZanchetta
Participant

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

AMandel
Participant

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

ogranadino
Participant

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,

 

0 Upvotes