1. Podium
  2. Webchat
  3. Webchat Management

Tracking Webchat Usage with Google Tag Manager

Your business’ website is a critical tool to generate revenue. Knowing what visitors are reading, downloading, and clicking will help you focus on creating content that turns visitors into customers. Instead of relying on a web developer, you can create tags (which are snippets of codes) using the Google Tag Manager’s user-friendly interface. These tags are then placed on your website to track things like AdWord conversion, page views, button clicks, form submissions, and much more.

After installing Webchat™ on your website, you can use Google Tag Manager to track when a visitor clicks on Webchat and a conversation is started. If you’ve haven’t already, you can follow these steps to set up and install Google Tag Manager.

To track Webchat widget clicks and conversations started:

  1. Sign in to Google Tag Manager as an administrator.
  2. Select the container name that is currently installed on your website.
    trackingWebchatUsagewithGoogleTagManager1.png
  3. Click Triggers.
    trackingWebchatUsagewithGoogleTagManager2.png
  4. Click New.
    trackingWebchatUsagewithGoogleTagManager3.png
  5. Name the trigger Podium Webchat - Trigger.
    trackingWebchatUsagewithGoogleTagManager4.png
  6. Click Trigger Configuration.
    trackingWebchatUsagewithGoogleTagManager5.png
  7. Select Custom Event.
    trackingWebchatUsagewithGoogleTagManager6.png
  8. Name the event Podium Webchat - Event.
    trackingWebchatUsagewithGoogleTagManager7.png
  9. Select All Custom Events to choose when the trigger should fire.
    trackingWebchatUsagewithGoogleTagManager8.png
  10. Click Save.
    trackingWebchatUsagewithGoogleTagManager9.png
  11. Click Variables.
    trackingWebchatUsagewithGoogleTagManager10.png
  12. In the User-Defined Variables section, click New.
    trackingWebchatUsagewithGoogleTagManager11.png
  13. Name the variable eventAction.
    trackingWebchatUsagewithGoogleTagManager12.png
  14. Click Variable Configuration.
    trackingWebchatUsagewithGoogleTagManager13.png
  15. Select Data Layer Variable.
    trackingWebchatUsagewithGoogleTagManager14.png
  16. Name the data layer variable eventAction.
    trackingWebchatUsagewithGoogleTagManager15.png
  17. Click Save.
    trackingWebchatUsagewithGoogleTagManager16.png
  18. Click Tags.
    trackingWebchatUsagewithGoogleTagManager17.png
  19. Click New.
    trackingWebchatUsagewithGoogleTagManager18.png
  20. Name the tag Podium Webchat - Tag.
    trackingWebchatUsagewithGoogleTagManager19.png
  21. Click Tag Configuration.
    trackingWebchatUsagewithGoogleTagManager20.png
  22. Select a tag type (e.g., Google Analytics: Universal Analytics or Google Ads Conversion Tracking).
    trackingWebchatUsagewithGoogleTagManager21.png
  23. Select Event as the Track Type.
    trackingWebchatUsagewithGoogleTagManager22.png
  24. Click Action.
    trackingWebchatUsagewithGoogleTagManager23.png
  25. Select eventAction.
    trackingWebchatUsagewithGoogleTagManager24.png
  26. For analytics settings, select your Google Analytics account or set one up.
    trackingWebchatUsagewithGoogleTagManager25.png
  27. Click Triggering.
    trackingWebchatUsagewithGoogleTagManager26.png
  28. Select Podium Webchat - Trigger.
    trackingWebchatUsagewithGoogleTagManager27.png
  29. Click Save.
    trackingWebchatUsagewithGoogleTagManager28.png

Now you’ll be able to track the number of times Webchat has been clicked on and how many conversations have been started. If you’re tracking the conversion rate of an ad campaign through Google Ads, you’ll need each visitor’s Google Click Identifier (GCLID). To get the GCLID and other information like IP address, your website administrator will need to add some custom code to the header of your website.

To track Google Click Identifier or IP address:

  1. Sign in to your website as an administrator.
  2. Edit your website’s HTML.
    trackingWebchatUsagewithGoogleTagManager29.png
  3. Paste the following code into the header.

    <script>
    window.PodiumEventsCallback = function(e, properties) {
    console.log('Got event', e);
    console.log('Got properties', properties); };
    </script>
    trackingWebchatUsagewithGoogleTagManager30.png