How to monitor JivoChat events with Google Analytics

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Dear customers! In addition to the ability to view statistics in your personal account, you can track and analyze JivoChat events in Google

Tracking JivoChat Events in Google Analytics

Configurations, it is not necessary because events are sent automatically. In this case, events are sent to the new Universal Analytics as well as in the old version of Google Analytics.

To view events:

1.Sign-in to Google Analytics.

2.Go to the tab “Behavior” → “Events” → “Top Events.”

3.In the events categorie choose “JivoSite”.

You should see the following:

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If you can’t see events in “Top Events”, please check if you are using a trial or a paid version of JivoChat. You can check it at https://admin.jivosite.com/billing

If you use Google Tag Manager, you should set it up additionally. We have a guide for this in this article.

Please remember all data appears in Google Analytics with a delay.

Description of events available in Google Analytics

Chat established - A dialogue was established between the visitor and the agent. This event is recorded when the agent accepts the chat request on his desktop. It is true for both cases:

Chat requested – Chat requested by a visitor. Occurs after the visitor sends the first message on his own (not in response to a proactive invitation)

Proactive invitation accepted – The visitor accepted a proactive invitation by writing a message in response

Proactive invitation rejected - The visitor closed the proactive invitation window by clicking on the “x”

Proactive invitation shown - The proactive invitation was sent to the visitor

Offline form shown - The contact form was shown to the visitor when there was no agents online

**Offline message sent - The visitor sent an offline message

User gave contacts during chat - The visitor filled up the contact form in the chat window. This event is sent only if the visitor has filled out the contact form during the chat; It doesn’t work if contact form appears before the chat starts.

Callback invitation shown - The callback form was shown to the visitor by the trigger. (Brazil only)

Callback requested - The customer clicked on the “Call Back” button in the callback order form. (Brazil only)

In-chat email form shown – The client was shown an e-mail request form by system trigger.

In-chat email form submitted - The client fills an e-mail form, which was called by system trigger, during the chat session.

Continue in VK - The visitor clicked on the “Continue on Facebook” button.

Client initiates chat - The visitor started the chat manually, without an active invitation, by sending a message in the chat.

Client answer on agent request – Agent manually started the chat with “Visitors” option in agent application and client responds to it.

Setting goals for JivoChat Events in Google Analytics

If you want to analyze events such as JivoChat conversion, you can create goals in Google Analytics. For example, you can use a number of goals for the analysis of leads through the chat widget or send offline messages if the intervals of the events are not enough.

To add a goal:

1.Sign in to Google Analytics and click on the “Administrator” tab.

2.Select the desired account, go to resources and performance and select “Objectives”

3.Click on the red “+ target” button, then choose “Select” and then “Next”.

4.Enter the name of the target (for example, “JivoChat offline message”) and choose “Event” as the type.

5.Add conditions for the event

a. Category = JivoSite

b. Action = One of the transmitted JivoSite events in Google Analytics (in this example, “Offline message sent”). A complete list of available events is provided above.

  1. Save the goal.

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Now the created target will be available in the “conversion” report, as well as in the reports of “Real Time” → “Conversion.” If desired, you can use the same instructions to add all the available events.

Using Google Tag Manager (GTM)

If you use Google Tag Manager to control Google Analytics and you do not see the JivoSite events, then check the following settings in the Google Analytics container and make the necessary changes.

1.Go to the settings of the Universal Analytics container.

2.Expand “Advanced settings” → “Advanced Configuration” and put a tick in the “Tracker Name” and leave the field next to it in blank.

We also recommend that you enable the Enhanced Link Attribution as it is desirable to use for events such as the chat established.

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In the new version of GTM you can find this settings there:

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How to count the number of hits in the chat

Depending on what is considered as conversion action, statistics can be considered in different ways. In some cases, a conversion is considered as a client request to chat, regardless of the result. In other cases, only the dialogues that have been held need to be counted, without taking into account the missed ones. Another option is to count only the leads.

1.All customer requests to the chat:

The total of these events is the total number of chats.

2.Only a dialogue

When the connection between agent and customer is up – the event Chat established hits. As agent can start conversation by “Visitors” option, the number of these events can be more than total number of chats in admin.jivosite.com.

So, for clean data you should use compound goals.

Also you can count these events for full information:

3.The number of leads (chats with user´s contact data)

The client can leave his data by:

Why statistics can differ from the data in Jivochat’s admin panel

If there is no data at Google Analytics, there can be two main reasons for this: 1) You use a free version of our service. 2) You have 2 or more Google Analytics codes on your page, so our events are sent to another counter. If it is your case, you can contact technical support at https://www.jivochat.com/ and we will help you.

Official reasons why statistics can be wrong (from Google support team)

1.Incorrect installation of Google Analytics Counter code. Some browsers can ignore/block javascript code (Google Analytics is javascript code).

2.Counter codes are installed at the end of the HTML page. If the user stops downloading such page or leaves it before full load – you will not get any hits in Google Analytics.

3.Adblock can block Google Analytics.

4.It can be some problems on Google Analytics or net provider side.

5.Counters use different algorithms for data processing.

Thus, certain errors can always be present in the data. The most accurate number of hits can be seen in our admin panel. For comprehension view you can use Google Analytics.

Do you still have any questions? Our support team will be more than happy to help you 24x7 in the chat on our site.