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Set up and use goals

Wojciech Guminski
5 min read
updated: Jan 31, 2024

Set up goals to measure business objectives directly in LiveChat. See exactly how many chats contribute to reaching your targets. Keep track of your progress and growth.

Goals let you measure almost any event happening on your website and credit it to a specific chat. Read on to learn how to benefit from this simple but essential tool.

Add a new goalLink icon

1
Enter the Goals tab in the Engage section.
2
Select Add new goal.
3
Select Start from scratch to create your own goal. You can also select a ready to use Order placed template, that should fit most ecommerce use cases. Next: decide what kind of goal you’d like to set based on the descriptions below.

Landing page goalLink icon

Use this type of goal to track how many chats end with customers going to a particular page. This way, you could track the number of customers that get to a specific destination on your website. For example, a signup page, survey, or sale offer.

To set up this type of goal:

1
Expand The URL dropdown. Choose whether the page address should be an exact match or should only contain a part of the URL address.
2
Enter the target URL address or a shared phrase in the URL path field. . You can add multiple phrases like that in a single Goal. If you’re not sure how shared phrases work, please check the definition below these set up steps.
3
Name your goal in the Goal name field.
4
Select Create goal to finalize the setup.

Is exactly condition lets you mark successful goals from a single, specific page. For example: shop.com/products/fruits/apple

Contains condition lets you mark successful goals anytime visitors end up on a page belonging to a chosen group of pages defined by a shared phrase in their URL addresses. For example, if you choose the phrase fruits, the goal would be marked for pages like:

shop.com/products/fruits/apple,

shop.com/products/fruits/pear,

shop.com/products/fruits/pineapple,

and so on…

Custom variable goalLink icon

This type of goal is useful when you want to use custom variables (custom events and values) to mark your team targets. For example, your sales team could have a goal to reach a sale value of $100 during a chat. This way, whenever a customer would buy products for at least $100, a corresponding sales chat would get a successful goal mark.

This solution requires some coding skills to match the LiveChat tracking system with your chosen variable. If you’re not a tech person, please pass the task to your web developers along with the documentation.
This solution requires some coding skills to match the LiveChat tracking system with your chosen variable. If you’re not a tech person, please pass the task to your web developers along with the documentation.

To set up this type of goal:

1
Select Advanced triggers and then Custom Page Event.
2
Enter the variable name and specify the value it should have to mark the goal as successful.
3
Name your goal in the Goal name field.
4
Select Create goal to finalize the setup.

Goal set by LiveChat APILink icon

This type of goal is useful when you want to track whenever visitors enter websites that lack your LiveChat tracking code. For example, you could check how many of your customers go to your business partner’s website after chatting with representatives from your company.

This solution requires some coding skills If you’re not a tech person, please pass the task to your web developers along with the documentation.
This solution requires some coding skills If you’re not a tech person, please pass the task to your web developers along with the documentation.

To set up this type of goal:

1
Select Advanced triggers and then API Request.
2
Complete the setup by using our goals API to send requests every time the goal is completed.
3
Name your goal in the Goal name field.
4
Select Create goal to finalize the setup.

Edit a goalLink icon

To edit a goal, follow these steps:

  1. Go to Engage > Goals > Goals.
  2. Select the more options icon next to a goal you want to edit.
  3. Select Edit.

Edit a goal in LiveChat

  1. Make the needed changes.
  2. When you’re finished, select Save goal.

Delete a goalLink icon

To delete a goal, follow these steps:

  1. Go to Engage > Goals > Goals.
  2. Select the more options icon next to a goal you want to delete.
  3. Select Delete.
  4. Select Delete again to confirm.

Delete a goal in LiveChat

Goals reportLink icon

The ‘achieved goals’ report show you how many chats ended with a purchase, signup, or any other goal you pre-set. The report is a direct representation of the effectiveness of your chat.

Achieved Goals

To get to your report, navigate to Reports section on the left side of the app -> select Ecommerce -> select Achieved goals.

You can filter the report to show the results for a particular agent or goal.

The report can be saved to a .CSV file by clicking on the Export CSV button. If you are on the Business or Enterprise user, you can use the export feature to pull goal-related data such as:

  • goal name and id,
  • chat id and start day,
  • goal achievement date,
  • operator who got the goal,
  • group in which the goal was achieved,
  • website where the goal was achieved,
  • any custom variables related to the goal.

There are some amazing thins you can achieve using goals. Ssee your whole conversion funnel from greetings, through chats to goals.

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