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Google Analytics: storing LiveChat data

by Jacob Firuta

Using our Google Analytics integration, you can easily collect live chat related data and log it in on your Google Analytics account.

Live chat events in google analytics

Give it a go to learn more about your visitors browsing habits and make use of all the valuable data gathered.

Data usage

LiveChat and Google Analytics integration is based on GA Events. When a visitor performs an action related to an interaction with LiveChat, the data is pushed to your Google Analytics account via the Analytics JavaScript.

Events are being passed with Category, Action and Label attributes – each corresponding to different information. This integration can collect the following information:

  • the number of sent automated greetings
  • the number of displayed pre-chat surveys
  • the amount of chats you had
  • how many post-chat surveys were displayed
  • the number of ticket form views

This integration doesn’t collect any personal data of the visitor.

Setting-up

Follow the instructions below to set-up the integration on your live chat:

  1. Go to the Google Analytics integration page and click on the Install application button.
Installing the Google Analytics integration
  1. Proceed by clicking on Install.
Proceeding with the installation of Google Analytics integration
  1. You will get a notification that the app was installed successfully.
Successful Google Analytics app installation

From now on, the aforementioned information will be tracked in your Google Analytics as events.

Make sure you have both the LiveChat tracking code and Google Analytics tracking code installed on your sites in order to log all the information coming from LiveChat to your Google Analytics account.

Using Google Analytics with Google Tag Manager

If you plan to use the Google Tag Manager integration, you need to configure a couple of additional settings to make sure that various events are recorded correctly.

Learn how to integrate your Google Tag Manager with LiveChat to properly record on-site events.

Using several versions of the Google Analytics code

If you are using several different versions of the Google Analytics code, you can let LiveChat know which version to use for the integration.

You can do that by adding the following parameter to your LiveChat tracking code:

window.__lc.ga_version

Depending on which instance of the code you want to track, you can use the following values for the parameter: "pageTracker | urchinTracker | gtm | gaq | ga". After selecting the values to track, place the additional piece of code in your LiveChat tracking code.

The parameters stand for:
gtm – Google Tag Manager
gaq – ‘traditional’ asynchronous code for Google Analytics
ga – Universal Analytics

Here’s an example LiveChat tracking code with the additional parameter added:

<script type="text/javascript">
	window.__lc = window.__lc || {};
	window.__lc.license = 100000334;
	window.__lc.ga_version = "ga";

	(function() {
		var lc = document.createElement('script');
		lc.type = 'text/javascript';
		lc.async = true;
		lc.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'cdn.livechatinc.com/tracking.js';
		var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(lc, s);
	})();
</script>
Note that this is just an example of the tracking code with the Google Analytics parameter added. To find your own LiveChat tracking code to which you can add additional parameters, go to Settings > Installation > My website section of your LiveChat dashboard or click here.
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