How to integrate Google Analytics with Birdeye Webchat?
Birdeye Webchat enables you to convert more website visitors into customers and deliver remarkable customer support through live chat and automated chatbots. Integrate Webchat with Google Analytics to track visitor interaction insights like the number of chat windows opened, the number of messages received, and more.
Offer Instant Support to Customers with Birdeye's Webchat
The following events will be tracked on Google Analytics:
| Events | Description |
| Open | This indicates the number of times the chat window is opened automatically or manually. |
| Send | This indicates the number of times a visitor initiates a message via Webchat/Live chat. |
| Close | This is the number of times the chat window is closed. |
| Send another message | This indicates the number of times the visitor clicked on ‘send another message’ after the chat was timed out. |
| Receive | This indicates the number of times a visitor has received a message via live chat. |
| Timeout | This indicates the number of times the chat was timed out due to inactivity. |
IMPORTANT:
To integrate Webchat with Google Analytics, you need the ‘Tracking ID’ which should be added to Webchat on the ‘Settings’ page. You can configure the ‘Tracking ID’ on Webchat after installing it on the website as well.
FETCHING THE GOOGLE TRACKING ID
The Google Tracking ID can be fetched in two ways:
- From your Google Analytics account
- Using Google Tag Assistant plugin on the business website
FROM YOUR GOOGLE ANALYTICS ACCOUNT
Log in to your Google account and go to the ‘Admin’ tab on the left navigation rail. On the new page, go to ‘Property Settings’ under the ‘Property’ tab.
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You can view the ‘Tracking ID’ under ‘Basic Settings’.
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Alternatively, the tracking ID can be found under ‘Tracking Info’ under ‘Property’ tab. Click on the ‘Tracking info’ button and go to the ‘Tracking Code’ page to fetch the tracking ID.
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USING TAG ASSISTANT PLUGIN ON BUSINESS WEBSITE
To view the tracking ID of a website on Google Chrome, download and install the ‘Google Tag Assistant’ plugin and restart the browser. With Google Tag Assistant, you can view the tracking ID even if you do not have access to Google Analytics on the website. Click here to install Google Tag Assistant.
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You will be able to view the ‘Google Tag Assistant’ icon next to the ‘Search’ bar.
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Navigate to the icon and click on the ‘Enable’ button to enable the extension for the current tab.
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Now, visit the website for which you want to view the tracking ID. If you are already on the website, enable the extension and reload the page. Now, click on the ‘Google Tag Assistant’ icon.
You will now view the tracking ID for the website.
NOTE:
Google Tag Assistant can detect the tracking ID if the Google Analytics tracking code is embedded in the website.
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INTEGRATING GOOGLE ANALYTICS WITH WEBCHAT
Log in to your Birdeye account and click on the ‘Settings’ tab, navigate to the ‘Inbox’ tab, and click on the ‘Webchat’ option.
NOTE:
To set up advanced Webchat analytics, refer to the article - How to set up advanced Webchat Analytics within Birdeye?
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Now, select the Webchat widget that you want to integrate.
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On the next screen, enable ‘Google Analytics’ at the bottom.
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Now, click on the ‘Tracking Method’ drop-down menu. You can choose the ‘Universal Analytics’ or ‘Google Site Tag’ method to send the events data to your Google Analytics account.
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Enter the event tracking ID in the ‘Tracking ID’ field on the ‘Webchat code’ page.
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Once the integration is complete, log in to Google, click on the ‘Behavior’ tab on the left, and click on the ‘Events’ tab. Go to ‘Top Events,’ and view all the events categories. Select the event category ‘Webchat.’
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On clicking ‘Webchat,’ you can view the Webchat-related events being captured and the data collected for it.
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After the integration is successfully complete, you can also view the page on which the conversation was initiated within Birdeye Inbox. For more information on managing Inbox conversations, read the help center article: How do I manage Birdeye Inbox conversations?