Setting up Zendesk Chat with Google Analytics

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4 Comments

  • Bea B

    Hi Support,

    is it possible to add the event action "Proactive Chat Triggered" (i.e. chat popup expanded without user interaction)? 

    As of now, it seems not possible to trace this kind of chat if there's no user interaction.

    Thanks,
    Beatrice

    0
  • Dane
    Zendesk Engineering
    Hi Bea,
     
    If you follow the steps on Targeting key visitors with proactive chat to create chat triggers for proactive chats, you can add the action Add tags. This way, you'll be able to identify the chats generated through proactive chats by the specific tags you'll designate.
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  • Bea B

    Hi Dane,

    thanks for your feedback.

    Actually we already have this in place, but we would like to count those chats on GA and currently it does seems to be possible.

    Could you please clarify?

    Thanks,
    Beatrice

    0
  • Bea B

    Hi Support, 

    could you please confirm that even if not possible to track proactive chats on GA, is still possible to use Zendesk Explore - Chat Dashboard - with filters on 'chat type' = 'outbound' and 'chat completion' = 'not engaged'  in order to have the exact number of proactive chat pop-out without any visitor interaction?

    Thanks,
    Beatrice

    0

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