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Google Analytics Integration

New Widget (version 3.42v and later)​

In version 3.42v, a new option was added under System configuration -> Live Help configuration -> Events Tracking. This allows you to configure Google Analytics integration. For more information, refer to Events Tracking.

If you prefer to manually configure the integration, you can use the available callbacks described in the Javascript Arguments article.

Older Widgets (prior to version 3.42v)​

To integrate Google Analytics event tracking, you need to define a callback for the start chat action. The following callbacks are available for the widget embed code:

LHCChatOptions.callback = {
    online_chat_started_cb: function(inst) {
        // Chat was started
    },
    chat_started_by_invitation_cb: function(inst) {
        // Chat was started by invitation
    },
    offline_request_cb: function(inst) {
        // User has sent an offline request
    },
    show_widget_cb: function(inst) {
        // Show widget function was called. If you are using API embed, you can generate custom HTML here.
        console.log('is-online+' + inst.isOnline); // Can be used to render custom HTML etc. or do some other stuff
    },
    start_chat_cb: function(type) { // User clicked widget
        _gaq.push(['_trackEvent', 'LiveHelperChat', 'StartChat', type]);
    }
};

Your final embed code might look like this:

<script type="text/javascript">
var LHCChatOptions = {};
LHCChatOptions.opt = {
    widget_width: 320
};
LHCChatOptions.callback = {
    start_chat_cb: function(type) {
        _gaq.push(['_trackEvent', 'LiveHelperChat', 'StartChat', type]);
    }
}
**Other script....**
</script>

Here are the callbacks for page embed code:

LHCChatOptionsPage.callback = {
    online_chat_started_cb: function(inst) {
        // Online chat started
    },
    offline_request_cb: function(inst) {
        // Offline request was sent
    }
};

The type variable can have the following values:

  • external: The popup window was opened when the status widget was clicked and the operator status is online.
  • external_offline: The popup window was opened when the status widget was clicked and the operator status is offline.
  • internal_invitation: The invitation widget was opened.
  • internal: The user clicked on the status widget and the widget was shown. The operator status is online.
  • internal_offline: The widget was opened and the operator status was offline.
  • internal_reopen: The user was having a chat, navigated to another page, and the widget loaded.

For more information, see https://developers.google.com/analytics/devguides/collection/gajs/eventTrackerGuide#SettingUpEventTracking.