Thomas Barry

Whereas before there were Zendesk-supported ways of integrating the Web Widget (Classic) with Universal Analytics and GA4, there is no such solution for the contemporary Web Widget.

At this time, I have implemented a GA4 Custom Event using the Core Messaging Web Widget API but the callbacks in the API are very limited. For example, there is no clear way to listen for users sending messages via the Web Widget.

Tracking these interactions would go a long way toward justifying our use of Zendesk's chat capabilities from a marketing perspective.