Analyze user interaction with Tidio widget in GA4 – Tidio

Our new integration with GA4 allows us to send more information about user interaction with the Tidio widget. This information can be used to improve how you handle your customer support or analyze business impact. This article will show you how it can be done using the insights feature in Google Analytics 4.

In this article, you'll learn:

What are events and parameters
What are custom dimensions and metrics
How to setup custom dimensions and metrics for Tidio widget events parameters

Tidio events and parameters

Each user's interaction with the Tidio widget is reported to GA4. We also report agent and flow actions as important indicators of Tidio widget performance.

Tidio event names will follow the structure:

tidio_{{event_category}}_{{event_action}}, where:

tidio_ - is a suffix that indicates the origin of the event. It will also be a suffix for custom events sent from flows.

{{event_category}} - indicates a category. we have identified three categories:

widget - groups actions that users can perform in a widget
prechat - refers to actions done with regard to the pre-chat survey
conversation - refers to actions done with regard to a conversation. These events can also be triggered by an agent or a flow, not necessarily a visitor.

{{event_action}} - refers to users/visitors, agents, automation action, e.g., started
For each event, we report parameters that can be turned into Custom dimensions or metrics depending on the type of data sent or your purpose.

Custom dimensions and metrics

Although we send parameters along with events, they can be previewed only in Debug View or Real-time Reports for events that happened in the last 30 minutes. You will not be able to use these parameters and their values in reports.

Unless you create custom dimensions or metrics based on those parameters.

Custom dimensions and metrics allow you to add another layer to your analysis in GA based on data that are not available for standard implementation.

To create custom dimensions:

Log in to Google Analytics
Go to Admin
Select your GA4 property that is integrated with Tidio
Select Custom definitions
Click on Custom dimension or Custom metric
Click Create New
Fill the form
Click Save

The same steps should be repeated for every custom dimension or metric you want to create.

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Remember, there are some limitations. A free version of Google Analytics allows you to create up to 50 event-scoped custom dimensions and 50 event-scoped custom properties.

To make it easier, we prepared a guide on how each parameter sent with Tidio widget events can be defined.

Setup custom dimensions and metrics for Tidio widget events parameters

If you want to create custom dimensions and metrics based on Tidio widget events, below, you'll find a cheat sheet with a configuration example. This will allow you to analyze user behavior based on their interaction with the Tidio widget.

Note: for rating parameters, set a standard unit of measurement. All parameters used for custom dimensions are event scoped.

GA4 Event Parameters

Parameter Name	Type of custom definition	Dimension or metric name	Description
thread_id	Dimension	Tidio Thread ID	Id of a thread started. NOTE: thread_id is currently passed with rated event only.
visitor_id	Dimension	Tidio Visitor ID	Id assigned to a visitor by the Tidio widget.
message_type	Dimension	Tidio Message Type	Type of message node used in the flow. Is added if source = “chatbot"
chatbot_name	Dimension	Tidio Flow Name	Name of the flow that sent a message to a visitor. Is added if source = “chatbot"
consent_given	Dimension	Subscriber from Tidio	The user has given consent to marketing communication in the pre-chat survey.
phone	Dimension	Phone Number Collected in Tidio	Does the pre-chat ask for a phone number, if so was it given in the pre-chat survey?
name	Dimension	Name Collected in Tidio	Does the pre-chat ask for a name, if so, was it given in the pre-chat survey?
email	Dimension	Email Collected in Tidio	Does the pre-chat ask for email, if so was it given in the pre-chat survey?
rating	Metric	Tidio Conversation Rating	Visitors' rating of the conversation.
source	Dimension	Tidio Message Source	Refers to who is responsible for a message sent to the widget.
operator_status	Dimension	Tidio Operators Status	Checks if any of the agents added to the project is online. If not then offline.

With this setup, you can create custom reports, segments, audiences, and other advanced analyses inside GA4.