Ability to add conversion tracking such as Adwords to chat

I use the messaging (chat) box on my landing page for Google Adwords. I'd love the ability to drop in some tracking code into the messenger to count these chats as "conversions" within Adwords.

HubSpot updates
11 Replies
gmalamud
New Contributor

Hi Kurt, did you find an answer for this?

brettdpom
New Contributor

The best way for HS to do this is to simply create an event in Google Analytics like they do with their marketing lead gen tools (that way you can see ALL channels, including AdWords that result in chats.) For some reason, despite the community almost begging for this, Hubspot haven't realised this is an elementary feature that we all need - all live chat providers have it.

If they create an event when a chat it started, you can then add this as a goal and simply import into AdWords.

In the kindest way possible, to not create events in Google Analytics from the minute this was launched was an oversight, especially when they have the same functionality in their lead gen products - many service-based businesses consider live chat as lead gen so it's surprising this hasn't been done.

It's the sole reason why we, and our clients, don't use this product: It's pointless if, when used for lead gen, conversions can't be tracked in Google Analytics.


dave_heywood88
Regular Contributor

All I really need is the ability to send an event like 'Conversationstarted' to GA so I can set this up as a conversion. My PPC agency then track this alongside everything else for clear cost per lead analysis.

 

Drift does this which I moved away from for a more integrated solution. Slightly regretting this now!

 

If hubspot is going to continue to be our platform of choice, they really need to think of customers who don't use all the integrated tools like ads for very good reasons!

PaulineC
New Contributor

Hey all, I also need to track when a conversation started on Google Analytics to be able to attribute conversions to my PPC campaigns. Thinking to switch to another platform. When can we expect Hubspot to take care of this severe issue?

filozopp
New Contributor

Absolutely. We need an ability to set passing different events when visitor answered something in a chat and as a separate event - left an email (or even booked a meeting). Need different points to be passed to Analytics and also to Adwords as a event-goal conversion.

JakeW
Occasional Contributor

I think this is a given in all other chat services I have seen, a bit shocked to see this is an issue with Hubspot. 

 

Please enable this capability ! 

HubSpot Product Team
HubSpot Product Team
updated to: In Planning
 
sandbox
New Contributor

You can try and wrap this in a script tag in the header. Seen the solution from a block post called relevance. Can't remember the exact url but i copied the code and it works for me

 

<script>
function tryParseJSON (jsonString){
try {
var o = JSON.parse(jsonString);

if (o && typeof o === "object") {
return o;
}
}
catch (e) {
return false;
}
return false;
}

window.addEventListener("message", event => {
//Uncomment to view all events in the console
//console.log(event.data);

//Lead flow form submission
if(event.data.accepted && event.data.conversionId) {
ga("send", "event", "contact form", "send", "hubspot leadflow form");
}

// Check if the event was sent by Hubspot
if (event.origin == "https://app.hubspot.com") {
//Chat window
if(obj = tryParseJSON(event.data)) {
//Close chat welcome message
if (obj.type === "closed-welcome-message") {
ga("send", "event", "chat", "close", "hubspot chat welcome message closed");
}

//Open close the chat window
if (obj.type === "open-change") {
if (obj.data == true) {
ga("send", "event", "chat", "toggle", "hubspot chat open");
}

if (obj.data == false) {
ga("send", "event", "chat", "toggle", "hubspot chat close");
}
}
}

}
});
</script>

JakeW
Occasional Contributor

Hi @hroberts , is there a rough timeline on this? We could really use this feature

davidrevis
Regular Contributor

Really need this, should be able to track the source from a live chat just as if they had filled in a form!