How to set up advanced Webchat Analytics within Birdeye?
With Birdeye's advanced analytics integration, businesses will have the ability to track 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 be then integrated with any marketing or reporting platform like 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 Webchat.
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 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. |
To track Webchat events in Google Tag Manager, sign in to Google Tag Manager as an administrator. Select the container name that is currently installed on your website.
Go to the ‘Triggers’ tab.
Click on the ‘New’ button.
Name the trigger, ‘webchatCTATracking’, and click on ‘Trigger Configuration’.
Select the ‘Custom Event’ option.
Name the event ‘webchatCTATracking’. Then select ‘All Custom Events’ to choose when to trigger the event and click on the ‘Save’ button.
Go to the ‘Variables’ tab on the left.
In the ‘User-defined Variables’ section, click ‘New’ and name the variable as ‘sectionName’.
Now, go to ‘Variable Configuration’ and select the ‘Data Layer Variable’ option.
Name the data layer variable ‘sectionName’ and click the ‘Save’ button.
Similarly, create 2 more variables with the following details:
|
Sl No. |
Variable name |
Data layer variable name |
| 1 | actionName |
actionName |
| 2 | actionValue |
actionValue |
Go to the ‘Tags’ tab on the left and click the ‘New’ button.
Name the tag Webchat - Tag‘ (this name can be anything as per your preference).
Click ‘Tag Configuration’ and select a tag type (for example, Google Analytics: Universal Analytics or Google Ads Conversion Tracking). We are using Google Analytics as an example.
Select ‘Event’ as the ‘Tag Type’.
Now fill the following values in the respective fields:
|
Field name |
Value |
| Category |
{{sectionName}} |
| Action |
{{actionName}} |
| Label | {{actionValue}} |
NOTE:
For Google Analytics settings, select your Google Analytics account or set one up.
Now, click ‘Triggering’ and select the ‘WebchatCTATracking’ trigger. Save the settings now.
Publish these changes within Google tag manager.
Now you’ll be able to track the Webchat events. The tag configuration may vary based on which platform you are integrating it with and may require more information. Get in touch with your marketing manager or agency to set that up.