How to set up advanced Webchat/Chatbot AI analytics within Birdeye
With Birdeye's advanced analytics integration, businesses will be able to track Chatbot AI/Webchat events within the data layer on Google Tag Manager, Adobe Analytics, and other analytical tools capable of reading the data layers. These tools can then be integrated with any marketing or reporting platform, such as Facebook analytics, dashboards, etc.
This article will walk you through the various steps involved in reading the data layer events in Google Tag Manager.
To learn more about Google Tag Manager and the data layer, read the following articles:
|
Article Title |
Link |
| What is a data layer? |
Read more |
| How to set up Google Tag Manager? |
Read more |
NOTE:
The data layer is already set up for Chatbot AI.
The following events are tracked in the data layer:
|
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 Chatbot AI/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:
You must have Google Tag Manager admin access and ensure it is installed on your website.
To track web chat events, sign in to Google Tag Manager as an administrator and select the container installed on your website.
Go to the 'Variables' tab on the left.
In the 'User-defined Variables' section, click 'New' and name the variable 'sectionName'.
Navigate to 'Variable Configuration' and select the 'Data Layer Variable' option.
Name the data layer variable 'sectionName' and click the 'Save' button.
When a pop-up appears, click 'Save.'
Similarly, create two more variables with the following details:
|
Sl No. |
Variable name |
Data layer variable name |
| 1 | actionName |
actionName |
| 2 | actionValue |
actionValue |
Now, navigate to the 'Triggers' tab and click the 'New' button.
Click to choose a trigger type under Trigger Configuration. Scroll down and select the 'Custom Event' option.
Name the event 'webchatCTATracking'. Next, select 'All Custom Events' to specify when to trigger the event, and then click the 'Save' button.
Name the trigger, 'Birdeye Webchat All Action Trigger', and click 'Save.'
Similarly, create one more trigger, enter the event name 'webchatCTATracking,' and select 'Some Custom Field.' Then, choose the trigger 'action name' from the dropdown menu.
Now select 'equals' as the condition from the drop-down menu.
Enter the value 'Send' in the text box.
Enter the trigger name and click 'Save.'
Navigate to the 'Tags' tab on the left and click the 'New' button.
Click on 'Tag Configuration.'
Now, select the tag type 'Google Analytics.'
Under Google Analytics, select 'Google Analytics: GA4 Event.'
In the Tag Configuration page, enter or paste the Meaurement ID.
NOTE:
You can find the MEASUREMENT ID on the Web stream details page. Copy the ID.
NOTE:
If you have installed GA4 using Google Tag Manager, you will see 'No Google tag found in this container.' However, normally you should see the Google tag listed.
Click 'Create Tag.'
Click on 'Configuration settings.' Then click 'Add Parameter' under 'Configuration Parameter' and enter the values.
IMPORTANT:
This step is only needed if you have already installed GA4 directly on your website.
Enter the name 'GA4 Page Tag' and click 'Save.'
After saving, it will be displayed under Tags. Click on it.
Click 'Tag Configuration.' Next, select Google Analytics as the tag type and choose Google Analytics: GA4 Event.
On the Tag Configuration page, enter or paste the Measurement ID. It will display as 'Google tag found in this container.'
Enter 'birdeye_webchat_all_actions' in the Event name text box. Then select 'Event Parameters', and click 'Add Parameter.'
Now fill in the following values in the respective fields:
|
Field name |
Value |
section_name |
{{sectionName}} |
action_name |
{{actionName}} |
action_value |
{{actionValue}} |
Scroll down to the 'Triggering' section. Click on it.
Select the 'Birdeye Webchat All Action Trigger.'
Name the tag and click 'Save.'
Click on it again to open it.
Hover over the three dots and click 'Copy.'
Edit the name here, and change it to 'Birdeye Webchat Send GA4 Event.'
Navigate to the Event Name and edit it to 'birdeye_webchat_send,' keeping the event parameters as they are.
Now, remove the trigger by clicking on the highlighted icon under the 'Triggering' section.
Click on it to add a new trigger.
Select the 'Birdeye Webchat Send Trigger.'
Once selected, click 'Save.'
Now, submit the changes by clicking the 'Submit' button.
Now, provide the 'Version Name' and its description in the respective text boxes, then click 'Publish.'
Wait for a few seconds.
Now, you’ll be able to track the Webchat events. Your version is live.
