Hubspot Chat Tool: Recording Conversions in Analytics/Adwords

ErinGerg · ‎Sep 24, 2018

Does anyone have any solutions/suggestions for recording live chat conversions in Analytics/Adwords? Can I record contacts created from live chat in Analytics and then create a goal that could translate to a conversion in Adwords?

We are using the Hubspot chat tool.

We would like to use chat on our ppc landing pages, but because we cannot record chats and conversions, we have not yet set them up.

derekcavaliero · ‎May 2, 2019

UPDATE:

Actually, digging into this further, tracking when the "conversation is started" is possible.

<script>
window.addEventListener( 'message', function(event) {
  if ( event.origin !== 'https://app.hubspot.com' )
    return false;
  
  var eventData = JSON.parse(event.data);
  var eventAction = false;
  
  switch( eventData.type ) {
    case 'closed-welcome-message':
      eventAction = 'Closed - Welcome Message';
    break;
    case 'open-change':
      eventAction = ( eventData.data ) ? 'Opened - Window' : 'Closed - Window';
    break;
    case 'external-api-event':
      if ( eventData.data.eventType = 'conversationStarted' )
      	eventAction = 'Conversation Started';
    break;
    default:
      eventAction = false;
    break;
  }
  
  if ( eventAction ) {
    dataLayer.push({
      'event': 'Send Event',
      'event_category': 'Live Chat',
      'event_action': eventAction,
      'event_label': eventData.uuid,
      'event_value': 10
    });
  }
  
});
</script>

However, there isn't a way to track when a user provides their email address - which is really when you would truely count a conversation as a "lead" for analytical purposes. So this above script would track the following (assuming you use Google Tag Manager):

Users who open/close the chat window
Users who close the chat welcome message (if you're using one)
Users who start a new conversation

Derek Cavaliero
Director of Engineering

WebMechanix
www.webmechanix.com

View solution in original post

marcgess · ‎Jun 21, 2021

Thanks guys. It also worked for the Google Analytics 4 property.

PamCotton · ‎Jun 21, 2021

Thank you for the update @marcgess.

Kindly,Pam

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chris_wcptjtj · ‎Dec 3, 2019

Dear oqm4,

Thank you for sharing your implementation. I've implemented your way accordingly and it works. However, I am facing one issue, which is: It is actually tracking the event "Conversation started" multiple times - once I sent a chat message, once the agent replies and then continuing from every other message.

Is there any way on how to reduce it to counting this event only once, as a conversation can only be started once? I've tried firing the tag only once per page within GTM, but it doesn't work. I would certainly appreciate any kind of help.

I know there are unique events within GAnalytics, but if you set it up as conversion in GA, how to make it count only once?

With kind regards, Christian

OlleN · ‎Mar 24, 2021

@chris_wcptjtj wrote:
However, I am facing one issue, which is: It is actually tracking the event "Conversation started" multiple times - once I sent a chat message, once the agent replies and then continuing from every other message.

I solved this by creating a separate tag and trigger just for the "Conversation Started" event. After setting it up like oqm4 demonstrated:

Block the "Conversation Started" event in the original trigger (event action does not contain "Conversation Started")
Create a new trigger for ONLY the "Conversation Started" event (event action contains "Conversation Started")
Create a new tag for the "Conversation Started" trigger and set it to fire only once per page

The original tag/trigger will still track all of the window open/close events, and the new tag will only fire once per page, when the first message is sent.

legura · ‎Aug 18, 2019

Hi there, Could you walk me through the settings needed with GTM in order set correctly this tag?

Thanks a lot!

derekcavaliero · ‎Aug 19, 2019

Sure, DM me and I can help you.

Derek Cavaliero
Director of Engineering

WebMechanix
www.webmechanix.com

jschroeffel · ‎Jul 2, 2019

Honestly Hubspot, Can you just build a Google Analytics integration already? Gravity forms has one. Basically every platform has realized Google is the statistics of record for the Internet. Let's play nice with google analytics please. It would be a huge gain for the platform.

ArthoferS · ‎Apr 8, 2020

100% agreed - it takes forever. I'm really thinking about using a different Chat-Tool

KarlZimm · ‎Jul 22, 2019

I agree completely. We have our Google Ads campaigns based partially around using chat activity as an indicator for number of conversions and conversion value, pulling that information from Google Analytics. It seems that isn't really possible now.

I'm not sure why HubSpot chat doesn't really seem to be showing ANY events in Google Analytics. This seems like a major oversite. At least give us the data on what is happening by triggering events.

trevordjones · ‎Sep 26, 2018

Hi @ErinGerg,

Which chat app are you using? HubSpot or another tool? We use Comm100 for Chat and they have an off-the-shelf stock integration for Google Analytics.

- Trevor

- Trevor
If my post solves your problem, please accept it as a solution.

ErinGerg · ‎Sep 26, 2018

Hi Trevor,

Sorry if I was not clear. We are using the Hubspot chat tool, and it does not have an integration. I do not believe that we are currently open to changing tools as we are working on a lead tracking process for the client.

Thanks!

Erin

trevordjones · ‎Sep 26, 2018

Hi @ErinGerg,

You should be able to use event tracking in Google Analytics along with jQuery to do this. More on that in this thread:

https://community.hubspot.com/t5/Marketing-Integrations/Google-Analytics-Event-Tracking/td-p/29831

-Trevor

- Trevor
If my post solves your problem, please accept it as a solution.

ErinGerg · ‎Oct 15, 2018

Hi Trevor,

We cannot apply event tracking to the chat code because we do not have access to Hubspot chat's code. We just turn it on on the landing page.

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