How to monitor JivoChat events with Google Analytics

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

Goal setting in Google Analytics 4

Jivo automatically sends events about user interaction with the chat to Google Analytics 4. For this, it is enough to have a counter on the site and a professional tariff in Jivo.

Event statistics can be viewed in the “Reports” - “Interaction” - “Events” section.

To go to Jivo events, click on the “JivoSite” parameter and select the “event_action” item from the drop-down list as a parameter for displaying data. A list of events and the number of times they were triggered in the last 30 minutes will be displayed. This way, you can test the Jivo integration with Google Analytics by making sure that the events are being sent.

To track only certain events, you can add them as targets. 

To do this, go to the “Configuration” - “Events” section and click the “Create event” button.

In the settings, specify the name of the event that will be displayed in the reports. When using a phrase, you must add a hyphen or underscore instead of a space.

As conditions, we prescribe 2 parameters:

1. event_category  - JivoSite.
2. event_action  - ID of the event we want to capture, for example, Chat established.

If necessary, you can mark the created event as a conversion by activating the corresponding switch.

Now the created target event will be displayed in the “Reports” - “Interaction” - “Events” or “Conversions” section.

Keep in mind that data in Google Analytics reports may not appear immediately. Applying settings for recently added events can take from a few minutes to several hours.

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 Google Analytics 4 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 category, select “JivoSite”.

You should see the following:

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://app.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:

• When the client writes in the chat when receiving an active invitation (and the operator press the Reply button in the application of the operator);
• When the client presses the button of the widget and writes a message in the chat without receiving any active invitations (and the operator pressed the Reply button in the application of the operator);
• When an agent starts a chat manually, using the “Start chat” button on the Visitors screen. Please note that in this case it is not necessary that a visitor will reply to the agent, in other words it is possible to get this event without a chat in JivoChat statistics or Archives, because we do not keep the chats where were no messages from a visitor.

Chat requested – Visitor manually clicked on the chat widget.

Proactive invitation accepted – The visitor accepted a proactive invitation by writing a message in response. This event is sent on chat button click after an invitation on mobile devices.

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 online chat window.

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)

Mobile call - The customer pressed the button “Call …"in the mobile widget - Click-To-Call Phone Number request.

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 FB - The visitor clicked on the "Continue on FB Messenger” button.

Client initiates chat - The visitor started the chat 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.

Prechat phrase clicked – client started chat by clicking on a prechat button.

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.

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 Google Analytics 4 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.

Click the pencil:

Click the pencil again:

Select to configure GA4 metrics and then click “Save”

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:

• Offline message sent - The visitor sent an offline message
• Proactive invitation accepted – The visitor accepted a proactive invitation by writing a message in response
• Client initiates chat - The visitor started the chat manually, without an active invitation, by sending a message in the chat.
• Client answers to agent’s request – Agent manually started the chat with “Visitors” option in agent application and client responds to it.

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 https://app.jivosite.com.

So, for clean data you should use compound goals.

• Proactive invitation accepted + Chat established
• Client initiates chat + Chat established
• Jivo_Proactive_invitation_accepted + Jivo_Chat_established.

Also you can count these events for full information:

• Client answers to agent’s request
• Offline message sent

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

The client can leave his data by:

• Send offline message - Offline message sent;
• Fill contact form in chat - User gave contact info during chat;
• Fill data in special system trigger - In-chat email form shown;
• Request for call - Callback requested;
• Leave his data in chat text (unfortunately, we cannot count it in GA).

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.