Live Chat Integration with Google Analytics
Integrate Zoho SalesIQ with Google Analytics to analyse prime Zoho SalesIQ related actions and events on your Google Analytics dashboard. See all interactions of your live chat operations with your visitors and track its effectiveness.
Once you have pasted the Zoho SalesIQ script into your web pages, the script will automatically detect the Google analytics code available in your website. If everything is in place, Zoho SalesIQ will start reporting events to your Google Analytics automatically.
Integrating Google Analytics (GA4) with your Zoho SalesIQ
The following steps need to be followed to start seeing the SalesIQ chat events on your GA dashboard.
- Get your GA tracking code from Google Analytics for your website.
- Paste the GA tracking code to your website which has SalesIQ enabled.
- Enable the Google Analytics - SalesIQ integration on SalesIQ to start seeing SalesIQ chat events on your GA dashboard.
Note: Get know how to switch from Universal Analytics to GA4 here.
I. Get your Google Analytics tracking code
To get your GA tracking code,
- Log into your Google Analytics (GA4) account.
- Choose your preferred account and property from the drop-down if you have multiple accounts and properties.
- Navigate to Admin > Data streams.
- Select the Data stream.
- Scroll down to View tag instructions.
- Click Install manually.
- This is your GA Tracking code. Copy it to be pasted in the body tag of your website.
II. Paste the GA tracking code to your website
- Paste the copied GA tracking code after the opening <head> tag of your website code.
- Make sure that SalesIQ is enabled on your website. Get to how know to install SalesIQ on your website here.
III. Enable Google Analytics integration on SalesIQ
To establish integration between these two applications,
- Login to your Zoho SalesIQ account.
- Navigate to Settings > Integrations > Analytics and then choose Google Analytics.
- On the Google Analytics Integration page, click on Enable.
- Click on Google Analytics Configuration and all the brands (websites) that you have configured till date will be listed. You can choose to either enable or disable the tracking of Zoho SalesIQ related events by clicking on the toggle button adjacent to the brands.
Zoho SalesIQ events that can be tracked inside Google Analytics
| Events | Description |
| Chat button click | Number of times the chat button was clicked. |
| Chats closed | Number of times the close icon on the chat window was clicked. |
| Chats minimized | Number of times the minimize icon on the chat window was clicked. |
| Chats connected | Number of chat requests picked and assisted. |
| Chats ended | Number of chat sessions ended by visitors. |
| Files transferred | Number of files transferred by visitors to your operators. |
| Chats printed | Number of chat transcripts printed by visitors. |
| Chats emailed | Number of chat transcripts emailed by visitors. |
| Ratings submitted | Number of submitted visitor ratings. |
| Feedbacks submitted | Number of submitted visitor feedbacks. |
| Chats triggered | Number of triggers/ proactive chats initiated |
Trigger responded | Number of triggers responded to by visitors |
| Chats initiated | Number of chats initiated by the visitors |
| Offline messages submitted | Number of messages submitted by visitors when the widget is offline |
| Chats missed | Number of chat requests missed by the operators |
Chats ended by visitor | Number of chats ended by the visitors |
Accessing your Zoho SalesIQ live chat events on Google Analytics
- Log into your GA4 account.
- Click on Reports on the left side bar, and then navigate to Engagement > Events.
- Scroll down to the the search bar and type in the required SalesIQ events to filter it out from the report.
How to see the pages that get the most chat events?
- Log into your GA4 account.
- Click on “Reports” on the top then choose “Engagement" from the left sidebar.
- Click on “Pages and Screens” and then scroll down to the list of Events.
- Now, select the required SalesIQ event on the "Event Count" search bar.
- This will allow you to see which page has the most chat events.
How to see the live chat events in real time?
- Log in to your GA4 account.
- Navigate to Reports > Realtime on the left sidebar.
- Scroll down to see the various SalesIQ Chat events from among all the realtime events.
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