Chatra event tracking in Google Analytics

3 minute read

Chatra sends data to Universal Analytics automatically, no need for any additional adjustments. The same applies for Google Analytics 4 if you’ve installed it without Google Tag Manager. Google Analytics 4 installed via GTM requires additional tags

The event reports can be seen in “Reports” → “Behavior” → “Events” → “Top Events”. In the “Event Category” section you will find “Chatra” category. You’ll see a list like this:

Events not initiated by visitors have a non-interaction flag. Google Analytics doesn't count such events when calculate the bounce rate in statistics.

There are several types of Chatra events:

Сhat initiated by visitor

A visitor initiated the chat by sending a message

Сhat initiated by agent

An agent initiated the chat by writing a message in the existing conversation after a period of inactivity

Non-interaction event

Chat accepted by agent

An agent replied to a new chat from a visitor

Non-interaction event

Chat rated

A visitor rated the conversation

Targeted chat shown

A chat window was shown to a visitor (according to the “Targeted chats & triggers” settings)

Non-interaction event

Targeted chat accepted by visitor

A visitor replied to the chat initiated by a trigger

Targeted chat rejected by visitor

A visitor closed the chat initiated by a trigger

Pre-chat form shown

Contact form was shown to a visitor

Non-interaction event

Pre-chat form submitted

Contact form was submitted by a visitor

Bot scenario shown

Chat bot scenario was shown to a visitor

Non-interaction event

Bot scenario started by visitor

A visitor started a chat bot scenario

Bot reply option clicked

A visitor clicked on a reply option in a chat bot scenario

Setting Goals in Google Analytics

You can create Goals based on Chatra events in “Admin” → “Goals” section.

Press the “+NEW GOAL” button and choose one of the templates (or choose Custom to make your own).

On the second step enter the name of the Goal and choose the type: “Event”.

On the next step, enter:

• Category = Chatra
• Action = Choose one of the events from above, e.g. Chat accepted by agent

Press “Create Goal” and your Goal is ready! Now this Goal will collect data and you’ll be able to see it in all Analytics reports in “Conversion” tab.

Follow the same steps to create goals for other Chatra events.

Several Google Analytics trackers

If there are several Google Analytics trackers on your website, Chatra will send events to the first tracker found. If you want the events to be sent to a specific tracker, specify its ID before Chatra main widget code:

<script>
window.ChatraSetup = {
    gaTrackingId: 'UA-12345678-1' // Tracking ID
};
</script>

<!-- Chatra widget code -->