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 > Events. If you are using 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
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
The conversation is started: Visitor or operator 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”)
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
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.
Once the tag options pop up and 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]