Google Analytics integration
TYPES OF EVENTS TRACKED
There are several different events 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 in Real Time > Events:
- Automation starts chat – automatic message initiates the conversation on chat (e.g. the “Welcome new visitors” automation), it skips the ‘Operator started the conversation’ and the ‘Visitor started the conversation’ events
- Chat rated bad – visitor rates the chat as bad using the “Rate this conversation” option
- Chat 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 were sent yet)
- 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 and 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 – visitor expands the chat widget
- Visitor started the conversation – visitor initiates the conversation on chat (can only trigger once for the given conversation), it skips 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.
Once the tag options pop up, click on ‘Enable overriding settings in this tag’ to expand more options.
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.
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]