A function to view who sent a particular message, was the message opened/viewed, and if the message was responded to. Reporting analytics like this would be very helpful for our company to be able to dissect and dive in to the performace of each message. Having this information available in a list format as well as on the individual contact card would be helpful.
We would actually like to be able to set-up a Goal within Google Analytics to track when a chat is issued so that we can track conversions on our marketing platforms (AdWords & BingAds)
Yes, this feature is a no-brainer. Completely understand the lack of analytics given how new the feature is, but at least basic analytics for Chat impact and volume is a no-brainer to show the value of the chat fuction. High priority!
It would be awesome to have a log of all messages sent and received within the chat. I'd love to at least have an idea of how many new messages come in each day.
Currently there is no record of messages or the number per day.
I'm trying to track on how mange users who are opening our chat. We are using Hubspot's chat tool. But the Tag Manager can't tag the module - is there anybody who has tried this and have a solution? I'm trying to tag with the class: reagan--widget-loaded
We are stunned that this is not built into HubSpot. This is basic functionality and a very important tool for our sales people. We need to be able to see who on the team is using it. Are they responding to chats. How many chats, etc. This should be a high priority.
Having launched the Messages feature of HubSpot almost immediately after we were given the option to try it out, I wanted to see how many leads were generated by having it enabled so far.
I had some trouble finding how to do it, and calling Support today confirmed that there's currently no tracking for this. Please build the ability to see how Messages drives conversions, so that 1) your customers have a may of measuring the ROI of the functionality and 2) you can utilize those metrics to better promote your tool, in the hopes the stats show a trend of increased conversions which I would hope/assume is true.
Just presented sales meesage to our sales management team - they can't wait to get started, but that was the first question they asked. "What reporting is avaialble?"
I agree with the other posters in this topic. Reporting what happened / outcomes are critical. Just even tracking the event that a contact (prospect) engaged a sales user (internal) as an event, much like a form submission, or page view is necessary. Anecdotally we believe that messages-chat is beneficial but cannot quantify it. We're attempting workarounds to create custom property checkbox on the contact but this requires manual steps that can be overlooked.
What's even more shocking is that tracking parameters don't pass through at all - so if someone comes to our website from a specific source, then initiates a chat before any other conversion, we completely lose visibility into the source. Yet if they never chatted we'd retain that in the Source properties. So basically the functionality is better WITHOUT chat than with. This I really thought would be v1 stuff, given that HubSpot's foundation is Marketing.
We decided to use Hubspot Messages for our live chat instead of the actual Live Chat app. My boss is asking for reporting metrics on how many chats we are getting, and how fast response times are. It appears we are not able to pull these reports, and it may force us to move back to something like Live Chat which has more reporting functionality. It's a bummer because we were really hoping to keep this information centralized in Hubspot. I hope they implement more reporting options ASAP.
Hubspot provides a lot of visibility for source of leads - this is the missing link. I have seen an increase in messages coming to the website- but I have no way of demonstrating this through the reporting dashboard.
I'd like very much to have some analytics as well. We would like to be able to track the number of contacts created from the chat and be able to use this as a goal on Google Analytics.
We really want the ability to track chat interactions with Google Tag Manager. It's important for us to attribute chat interactions as "Event" conversions in our AdWords and website reporting.