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Google Analytics Integration

There are several different events that are tracked by the integration as soon as it’s installed in the Apps menu. Below are those you can expect to see in your Google Analytics account by going to Real-Time > EventsIf you are using the Google Tag Manager – you might need to adjust some settings. We have explained that in this article as well.

Here are the types of tracked events:

  • Automation starts chat 
  • Chat rated as bad 
  • Chat rated as good 
  • Chat started 
  • Fly message displayed 
  • Offline message 
  • Operator started the conversation
  • Pre-Chat Survey finished 
  • Pre-Chat Survey started 
  • Start the Bot 
  • Close the chat widget 
  • Mute notifications 
  • Click on the chat widget 
  • Visitor started the conversation 
Google Analytics panel

Automation starts chat

Automatic message initiates the conversation on chat (e.g. the “Welcome new visitors” bot’s trigger), it skips the ‘Operator started the conversation’ and the ‘Visitor started the conversation’ events.

Chat was rated ‘bad’

Visitor rates the chat as bad using the “Rate this conversation” option.

Chat was rated ‘good’

Visitor rates the chat as good using the “Rate this conversation” option

Chat started

Visitor sends the first message in the chat (no other messages was sent before, no conversation with this visitor before)

Fly message displayed

Visitor receives a message that is displayed in the popup preview (the “fly”)

Offline message

Visitor contacts you while the chat is offline (you are during your Offline hours) and the visitor receives the offline message

Operator started the conversation

Operator initiates the conversation on chat (can only trigger once for the given conversation), it skips the ‘Visitor started the conversation’

Pre-Chat Survey finished

Visitor fills out the Pre-Chat Survey (you have to enable the Pre-Chat Survey feature in the Channels section for this event to work)

Pre-Chat Survey started

The Pre-Chat Survey pops up for the visitor when they attempt to contact you (you have to enable the Pre-Chat Survey feature in the Channels section for this event to work)

Start the Bot

Visitor clicks the “Play” button in the widget

Close the chat widget

Visitor minimises the chat widget

Mute notifications

Visitor disables the sound notifications using the “Turn off notifications” option

Click on the chat widget

When Visitor expands the chat widget.

The visitor started the conversation

Visitor initiates the conversation on chat (can only trigger once for the given conversation), this will skip the ‘Operator started the conversation’

Google Tag Manager Users

If you are using Google Tag Manager, you may need to adjust a setting in one of the default tags. This will ensure that the events sent by the chat will show up in Google Analytics.

Open your Google Tag Manager workspace, proceed to the Tags section and open the ‘Universal Analytics’ tag.

Tag Manager Workspace

Once the tag options pop up and click on ‘Enable overriding settings in this tag’ to expand more options.

Enable overriding settings in this tag section

Scroll down and look for the option ‘Set tracker name.’ Set it to ‘True’, save the changes in the upper-right corner, and close the window. This will ensure that the chat appears in live time Events.

Google Tag Manager

If you feel that any of the events are not tracked properly, please try re-installing the integration in your Tidio Chat panel. If that doesn’t help, contact us via the chat at the bottom or mail us at [email protected]

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