In Google Analytics, event tracking is hierarchically made up of 4 elements: Category, Action, Label, and Value. For our needs, we use only the first 3.
Smartsupp sends data to Google Analytics as events. In total we send 8 events actions which help you monitor the behavior of chatting users. You can find all these event actions in event category = Smartsupp.
Event actions and labels (description)
Note: You can also use our API for some events!
- Triggered message sent
- Event is sent every time visitor gets auto message (trigger). Number shows how many people received auto message. If you want to know how many people replied to auto message (trigger) have a look at event: “Trigger started conversation”
- – Event label = title of the triggered message in your dashboard
- Only sent for the old type of automatic messages available on the older accounts. All the old versions will be migrated to the new type during 2023.
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- Trigger message viewed
- When visitor reacts (opens chatbox) on triggered message.
- – Event label = title of the triggered message in your dashboard
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- Conversation served
- When a message is exchanged between visitor and an agent (or chatbot).
- – Event label = agent’s name
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- Auth form filled
- When visitor fills the contact form.
- – There is no Event label assigned
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- Offline message sent
- When visitor sends an offline message.
- – There is no Event label assigned
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- Feedback sent
- When visitor fills and sends feedback form.
- – Event label = rating level (1, 3, 5 = bad, normal, good)
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- Chatbot sent
- The event is sent when the visitor receives a chatbot or an automated message in the chatbox
- – Event label = name of the chatbot or the automated message user interacted with
- Chatbot button interaction
- The event is sent every time the chatbot button is clicked (possibly multiple times per session)
- – Event label = name of the chatbot or the automated message user interacted with
- Chatbot interaction
- An event is sent when a visitor responds to a chatbot or an automated message (this is only the first interaction up to 1x per session)
- – Event label = name of the chatbot or the automated message user interacted with
- Chatbot started conversation
- The event is sent if the visitor replies with a chat message to the chatbot or an automated message
- – Event label = name of the chatbot or the automated message user interacted with
Now all you need to do is create a new segment to filter out data of chatting visitors. You can create a segment for any kind of Smartsupp event action. The most useful metric is the ‘Conversation’ event action.
When you have the segment created you can see and compare behaviour of chatting visitors vs all visitors. In the example you see there were 71 chatting visitors vs 3796 total visitors. With that you can calculate 1.9 % of visitors is engaging in a conversation with you and more info.
The most important thing you can measure is impact of Smartsupp chat on conversions (goals). You are able to see conversion rate of chatting visitors vs your overall conversion rate.
Do you have any questions, suggestion of additional events to measure or want to share your data from Google Analytics? Let us know !
