User Tracking

There are data layer variables pre-set within WebChat to enable user tracking data to be passed into Tag Manager and then into Google Analytics instances.

If you have a dataLayer variable defined on the page that the OpenDialog bot lives on, a number of events that happen in the chatbot will be passed to it as the bot is used.

Events

The current list of events sent:

Chatbot Events

These are triggered by the user open/closing or interacting with the chat window

chat_displayed - Triggered when the chat is first displayed to the user
chatbot_minimized- Triggered when the chatbot is minimised
chatbot_maximized- Triggered when the chatbot is opened
download_chat_transcript- Triggered when the user downloads the transcript, if the option if available.
end_chat - Triggered when the user clicks on the ‘end chat’ link
confirm_end_chat- Triggered when user clicks on ‘yes’ after the clicking on ‘end chat’
url_clicked (along with url clicked and text) - Triggered when a user clicks on an outboard link.

Message Events

These events related directly to messages sent from the user or the chatbot

form_submitted (along with callback_idand message text) - Triggered when the user submits a form.
form_cancelled (along with callback_id) - Triggered when the user cancels a form submission.
user_clicked_button_in_chatbot (along with label) - Triggered when the user clicks on any button within the chatbot.
message_sent_to_chatbot - Triggered each time the user interacts or responds to the chatbot
message_received_from_chatbot (along with message id) - Triggered each time the chatbot sends a message.