Google Analytics
Available Events
A list of the standard events that can be passed from Snaps to Google Analytics. Depending on how your automated experience is configured, not all of these events will be available. Reach out to your Customer Success Manager for more information
| Google Analytics Event Name | Definition |
|---|---|
| chatOpen | A user opened the chat. |
| chatClose | A user closed the chat. |
| chatShown | The chat was visible on the page a user visited. |
| userEngaged | The user transitioned to a block within the chat that wasn't the welcome block or a reengagement, meaning they typed in text or clicked a button. |
| linkClick | A user clicked a link from within the chat. |
| handoffEnter | A user was handed off from the automated chat a live agent. |
| handoffExit | A user was handed back from a live agent to the automated chat. |
Google Client ID vs Snaps Session Length
In order to recognize returning customers, Google uses a Client ID, a "unique, randomly generated string that gets stored in the browsers cookies", the length of which can be configured in Google Analytics.
In Snaps, returning users are most often recognized by having an active session, the length of which can be configured for each web channel.
The duration of these two will most likely be different, meaning that a user could look new in Snaps analytics, but show as a returning user in Google Analytics, or vice versa.
Updated about 1 year ago