Google Analytics Event Integration

Created by Seb Coulthread, Modified on Tue, 23 Apr 2024 at 10:48 PM by Seb Coulthread

What events are fired, how to set up, etc.

This is a guide for GA4. For Universal Analytics (legacy), the same event types will show in Analytics.

Please ensure you are on version 0.28 or higher of chat widget scripts to get the full functionality.

Talkative Events

If you are a user of Google Analytics you can enable the Talkative Engage scripts to dispatch events from customer interactions, more information on this can be found in the Adding Scripts guide. As a result, you will now be able to see Talkative Interaction events live in your Google Analytics.

You can see events under Reporting -> Engagement -> Events.

List of Events

Event Name	Trigger	Description
enterInteraction	Start interaction of any type	This event will trigger when an interaction of any type is fired. This will likely equal the number of interaction sub events
enterInteractionChat	Start chat interaction	This event will trigger when a chat interaction is started
enterInteractionVideo	Start video interaction	This event will trigger when a video interaction is started
enterInteractionCallMe	Start a call me interaction	This event will trigger when an interaction of any type is fired. This will likely equal the number of me sub events
enterInteractionCobrowse	Start cobrowse interaction	This event will trigger when a cobrowse interaction is started
enterInteractionEmail	Start email interaction	This event will trigger when a email interaction is started
resumeInteraction	Resume an interaction	This event will fire after the system refreshes and detects an active interaction is present. This will likely be as a result of a page refresh
exitInteraction	End the interaction	This event will trigger when an interaction is ended either from the customer, or agent side. This fires before the feedback phase begins
completeInteraction	Complete the interaction	This fires when the interaction is completed, ie, the feedback phased has been completed, including the transcript request. This signifies the completion of the interaction and the widget will reset to the standby state
presenceFail	Presence Check Responded with No Agents	This event will fire when an interaction attempted to start, but the system responded with a message indicating that there are either no users available, or the widget is outside of business hours. This generally will not be seen, as most widgets are configured to hide when the queue is not available
qosFail	Quality of Service threshold not met	Some services such as video and cobrowse require a minimum bandwidth level or certain device capabilities, such as a camera and microphone for video. This will fire if an interaction was fired and a requirement for this was not met.
rateLimitFail	Interaction Rate Limit Hit	To prevent abuse of the system, certain rate limits are in place. These rate limits vary depending upon the type of interaction. For example, call me requests are limited more heavily than chat requests. For your rate limits, please contact an account manager
sendEmail	Send an interaction email	This event will fire when an email is sent from the system. This is not necessarily an email interaction, but could be triggered from the system escalating to email due to no response from an agent.
nudgeCloseNUDGE_NAME	A user closing a nudge	This event will trigger when a user closes a nudge. NUDGE_NAME will be replaced with the nudge name in the Config Editor
enterInteractionNudgeNUDGE_NAME	A user starting from a nudge	This event will trigger when an interaction is started from a nudge. NUDGE_NAME will be replaced with the nudge name in the Config Editor
nudgeShowNUDGE_NAME	When a nudge is shown	This event will trigger when a nudge is shown. This event is defaulted to off as it can interfere with the engagement rate reporting in Google Analytics however it can be enabled in the analytics configuration

Note

Whilst this method of tracking can be very useful, the numbers you receive may not be entirely accurate. The system respects do not track requests, so some events will not fire to external tracking services due to this. In addition to do not track requests, as the code runs entirely in the client browser, it can be blocked by additional ad tracking software such as ublock origin. Finally, these are client fired events, which means the client must be active and working at the time of the event firing. A loss in interaction connectivity, or the user closing their browser will mean these events will not fire. This often leads to discrepancies between the starting interaction event count and the ended/completed event count.

Adding Scripts Directly

If you are adding Talkative and GA code directly to your website, events will fire automatically.

Google Tag Manager Integration to Send Events to GA4

If you use GTM to add events to your GA, you will need to follow these steps:

1. Go to the "Variables" section of GTM, and create a new User-Defined Variable. Name this variable TalkativeAction (If upgrading from a previous version of GA which was set up following our documentation, this may likely be already set up as {{TalkativeAction}} )

2. Set this variable as type = "Data Layer Variable". Set the Data Layer variable name as talkativeAction

3. Ensure the Data Layer Version is set as Version 2 and press Save.

4. Go to Triggers. Create a new Trigger, call it TalkativeEvent and give it a trigger type of "Custom Event" - The event name is Talkative-Engage and ensure the trigger fires on "All Custom Events".

5. In GTM, create a new tag. Call it "Google Analytics - Talkative GA4 Event" or similar.

6. Set Tag Type as "Google Analytics: GA4 Event".

7. Set your Configuration Tag. In this field, select the name of the correctly configured configuration tag for your GA4 property. If not already configured, please configure a configuration tag for your GA4.

8. Set the Event Name as {{TalkativeAction}} - the variable set up in step 1.

9. Open the Event Parameters toggle, and press Add Row. Set Parameter Name as Category and give it a value of Talkative-Engage - you can change this value to be something more suitable for your reporting, such as chat widget, but we recommend keeping it as per these instructions to simplify any future upgrades which will reference these names.

10. Set the Trigger for this Tag as TalkativeEvent. Save.

11. Preview or publish your GTM changes, and you will see Talkative events appear in your GA almost immediately.

Testing

If you wish to test this is working correctly, open your browser dev tools and paste the following snippet:

window.dataLayer.push({ 
event: 'Talkative-Engage',
talkativeAction: 'TestEvent', 
});

You should see an event called TestEvent within your GA. If you are running this in GTM debug mode, your debugger should indicate the tag was triggered and fired correctly.

Legacy UA setup - GTM/GA

Creating a Trigger

Go to triggers.
Click New.
Name the trigger TalkativeEvent.
Select trigger type Custom Event.
Fill in Trigger details:
- Event name: Talkative-Engage
- Trigger fires on: All Custom Events
Save.

Creating a Variable

Go to variables.
Click New under User-Defined Variables.
Name the event TalkativeAction.
Select variable type Data Layer Variable.
Fill in variable details:
- Data Layer Variable Name: talkativeAction
Save.

Creating a Tag

Go to tags.
Click New.
Name the tag TalkativeGA.
Select tag type Universal Analytics.
Fill in tag details:
- Track Type: Event
- Category: Talkative-Engage
- Action: Click the building block icon on the right and select TalkativeAction from the selection
- Google Analytics Settings: Select your GA Tracking ID
Add Trigger TalkativeEvent.
Save.