How to create custom conversions in GA4 from Tidio widget events

If you're using Tidio to improve your website's conversions, you might want to track Tidio events as conversions in Google Analytics. This can help you better understand how Tidio impacts your website's performance and make data-driven decisions to improve your business.

 

In this article, you'll learn:

• What are conversions and Tidio events
• How to set Tidio events as conversions in Google Analytics
• How to filter valuable events to select them as conversions
• How to create a new conversion event based on an existing event
• Frequently asked questions

 

Introduction to conversions

 

Before we jump into conversions, let's understand what we mean by Tidio events. Tidio can collect various types of data about user interactions on your website, such as flow conversations or live chat interactions. These interactions are referred to as Tidio events. We can choose specific Tidio events and mark them as conversions in Google Analytics. You can learn more about all available events in our article about integrating Tidio with Google Analytics 4. 

 

An example we often see in Tidio is when Tidio is used to collect leads through a flow or live chat. Our integration with GA4 supports many different events, so we can easily specify which we consider a conversion.

 

 

Marking the event as a conversion

 

The easiest way to set a Tidio event as a conversion is to mark it as a conversion in the Google Analytics admin panel. This approach is beneficial when you use a custom event node in flows and when your custom events have distinctive names. The Mark as conversion method works on an event name level.

 

To mark an event as a conversion, you need to:

1. Log in to Google Analytics
2. Go to Admin
3. Select desired GA4 property
4. From options under this property, select Events
5. Toggle Mark as conversion next to an event you'd like to treat as your goal.

 

 

This approach works at the event name level. However, what if you have multiple events with the same name but want to mark only specific events with certain parameters or values as conversions?

 

Filtering valuable events

 

Imagine you want to track all the new newsletter subscriptions collected through Tidio's pre-chat survey. You already know that whenever someone finishes the pre-chat survey, an event tidio_prechat_finished is sent to your Google Analytics

 

However, this event is sent regardless of their newsletter opt-in. Whether someone has subscribed for a newsletter is specified in a parameter called consent_given, sent within the tidio_prechat_finished event.

 

Parameter consent_given can have two values - true or false. If true, it means the user opted in for a newsletter.

 

In other words - an event tidio_prechat_finished with parameter consent_given = true indicates a conversion - growth of your newsletter subscribers list.

 

So you want to mark only this specific event as conversion.

 

Creating a new conversion event based on an existing event

 

To achieve it, you can create a new event based on the existing one. To do that:

 

1. In the Events list, press New event
2. Specify a name for a custom event
3. Then specify matching conditions
4. These conditions will be checked whenever an event is reported to GA. If all of them are met, a new custom event will be created.
5. Based on the example of subscribers from the pre-chat survey, specify the following:
   • Parameter events_name equals tidio_prechat_finished → Only events tidio_prechat_finished indicate that the user has passed the survey in the Tidio widget.
   • As the next parameter set, consent_given equals true → Only when someone opts in for a newsletter it's equal to true.
6. Check Copy parameters from the source event to propagate other parameters that are sent with tidio_prechat_finished event.
7. Click Save

 

Now you need to wait until events are collected. When they appear in the events list, toggle Mark as conversion.

 

 

Please note that with this approach, the same action will result in two events being created in Google Analytics:

• Original tidio_prechat_finished
• A new one, created based on the first generate_lead

 

Frequently Asked Questions

 

I do not see Tidio events in the Admin section of Google Analytics

To troubleshoot, please:

1. Check if the Tidio widget is displayed on your website.

2. Check if you have enabled Google Analytics integration in Tidio

3. The events may take up to 48 hours to appear in Google Analytics. To avoid waiting, use Debug View for troubleshooting.

 

What events and parameters are sent from Tidio to Google Analytics?

You can find a complete list of events and parameters in our article about integrating Tidio with Google Analytics 4. 

 

Do parameters used to create a new conversion have to be defined as custom properties or metrics?

No. You can define parameters passed to Google Analytics along with the event.