See how to integrate Tidio with Google Analytics to track the events listed in this article.
In this article, you'll learn:
- How to enable Google Analytics in Tidio
- What are the events tracked by Tidio & GA
- How to allow the GA integration for Tag Manager users
Enable GA in Tidio
To enable the integration with Google Analytics in Tidio, go to Settings > Integrations > Google Analytics section and click Add.
If Google Analytics is installed correctly on your website - the integration will start working right away when the events are used.
If you are unable to see the data from Tidio in your GA - the GA account may not be properly installed on your website. In this case, please get in touch with your website developer to check about the correct installation of GA. Some users who use Google Tag Manager may also need to adjust some settings in their GTM accounts.
Types of tracked events
There are several different events that are tracked by the integration as soon as it's installed. Below are those you can expect to see in your Google Analytics account by going to Real-Time > Events.
You can track the following 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 "Robot" 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 should be done to send events to Google Analytics.
Open your Google Tag Manager workspace, proceed to the Tags section and open the Universal Analytics tag.
After adding the Universal Analytics Tag, please make sure you have integrated your tag with Google Analytics. That should be done under the Google Analytics settings.
Later on, set the track type as an Event and mark the Enable overriding settings in this tag option as checked. If you choose the event category, the fields such as category, action, label, value can be left blank.
Now, please scroll down to the Advanced Configuration section and look for the option Set tracker name to set it to True.
In the end, set up triggering and save the tag in the upper right corner. This will ensure that the chat appears in live time Events.
In the tag manager, submit the changes and wait to see the results 📈
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