Feature Request Summary:
When using the Web Widget for Live Chat, Google Analytics Event tracking doesn't work. This is setup to automatically work on Zendesk Chat, can this be implemented on the Web Widget?
Description/Use Cases:
We use the Web Widget as it is easily added to Shopify stores, but would ideally like GA event tracking to monitor the performance of this and to see if sessions with live chat are more likely to convert.
Business impact of limitation or missing feature:
This is critical for our business to decide if the resource on Live chat is well spent.
3 comments
Ramin Shokrizadeh
Gareth Banfi If the events are not firing, would suggest reaching back to our advocacy team and link to the page where the widget is located alongside the Google Analytics snippet. If they cannot troubleshoot it further, they will escalate it to the Web Widget development team to investigate further.
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Gareth Banfi
Hey Ramin - thanks for your reply.
These events weren't firing for us, and when we queried this on livechat we were told that this doesn't support these, and to raise a feature request on here - can you advise?
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Ramin Shokrizadeh
Hi Gareth,
https://support.zendesk.com/hc/en-us/articles/4408825534234-Setting-up-and-using-Google-Analytics-for-the-Web-Widget-Classic-#:~:text=You%20can%20view%20and%20filter,in%20your%20Google%20Analytics%20account.&text=Sign%20in%20to%20your%20Google,Category%2C%20select%20Zendesk%20Web%20Widget.
The Web Widget (Classic) offers Google Analytics events, including ones for Chat. If these events are not firing for you, please reach out to our advocacy team and they will troubleshoot it further with you.
Thanks,
Ramin
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