How to Track LiveChat Leads in Google Analytics

LiveChat logoIf you have LiveChat installed on your website, it is crucial that you are tracking the conversations you take part in as goals in Google Analytics so you can track their success.

Follow the step-by-step instructions below to find out how to connect your account and create goals.

Step 1: Connect LiveChat and GA

To start, you will need to make sure that LiveChat is configured with your Google Analytics account.

When logged into your LiveChat account, go to the Marketplace and search for Google Analytics. It will take you to the integration page. Once activated, you will need to click on the setting button to properly enable the two platforms to work together.

You will need to have the tracking ID from the Analytics account you want to sync data with – this can be found in Admin -> Tracking Info -> Tracking Code, and the ID will be at the top of the page and will look like UA-########-#.

LiveChat has a helpful tutorial on this in case you need more help.

Step 2: Test Chat and Look in Analytics

Once you have properly synced the two, open up Google Analytics in a new tab, go to the account that you chose to connect LiveChat with, and then navigate to Real Time -> Events.

And in another tab, go to your website and send a test chat. Doing this should trigger data to start coming through in the real-time events area you have opened in the other tab. If not, refer to the tutorial link at the end of step 1 to check your configuration.

But, if you do see an event named “LiveChat” show up, move on to step 3.

Step 3: Create New Event Goals

Now that LiveChat data is correctly flowing into your Google Analytics account, the last thing you need to do is set up a few event goals to track the different actions that users can take.

If you do not know where to add goals, click on Admin on the left-hand menu, then in the third column you should see Goals. There will be a red button at the top of this area where you can click to add a new goal.

Here are the different events that will be triggered that you can track as goals:

  • Automated Greeting – When the automated greeting and chat box pops up for users
  • Pre-Chat Survey Filled In – When someone fills out the short survey before starting a chat
  • Chat – For a chat when a user replies and a chat takes places
  • Ticket Form Filled In – This will track whenever a user fills out the form fields on your chat while you are offline

Note: We are going to disregard the automated greeting and chat events, as they would create duplicated numbers in your goals.

For all these goals, you are going to select Custom for Goal Setup, name it whatever you like, but we suggest name it similarly to what we show below, and select the goal type as Event. Here are the goal configurations for you to follow:

Ticket Form Filled In

ticket form

Name: Live Chat – Ticket Form filled in
Goal type: Event
Category – Equals to: LiveChat
Action – Equals to: Ticket form filled in

Pre-Chat Survey Filled In


Name: Live Chat – Pre-chat Survey filed in
Goal type: Event
Category – Equals to: LiveChat
Action – Equals to: Pre-chat Survey filed in

But Most Importantly…

Be sure to save your goals after adding in these details!

Step 4: Keep an Eye on Things

Now all you have to do is wait for real-life chats to come through so you can cross reference your LiveChat account and the conversions in your GA account.

If you do not see things funneling in properly or lining up, be sure to recheck your configurations and try again.

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