Olark’s Google Analytics integration allows you to gain additional visitor insights, track conversions for chatting visitors, and much more.

Wait! First, make sure that you have your Google Analytics tracking code on every page that has Olark installed.

Turning on the integration

  1. Log in to olark.com, click Reports at the top, and then click Google Analytics at the top of the page. (Direct link)
  2. Check both of the boxes that you see, and then click Save at the bottom. Enable Google Analytics integration

You’re now ready to start tracking Olark chat events in Google Analytics!

It can take 24-48 hours for Google Analytics to start tracking and displaying Olark events. This is the standard “processing latency” time for all data in Google Analytics.

Overview of events sent by Olark

All Google Analytics events have a Category, Action, and Label associated with them.

All the events that Olark sends to your Google Analytics account will have the Category Olark_Chat and will have one of the following Actions:

  • Operator_Sent_a_Message
  • Visitor_Sent_a_Message
  • Conversation
  • Visitor_Sent_an_Offline_Message
  • Olark_Targeted_Chat_Sent_a_Message

NOTE: The Olark_Targeted_Chat_Sent_a_Message Event Action includes both Targeted Chat and Greeter messages

For example, if you wanted to see how many messages were sent by operator Jane in the last week, here’s how it would look in Google Analytics:

  • Category: "Olark_Chat"
  • Action: "Operator_Sent_a_Message"
  • Label: "Jane"

The Conversation Event Action is sent when one of the following happens:

  • The visitor sends the first message, and then the operator replies. In this case, the Event Label will look like this: Visitor_initiated_with_[operator name]
  • The operator sends the first message, and then the visitor replies. In this case, the Event Label will look like this: [operator name]_initiated
  • An automated Targeted Chat or Greeter message is sent to the visitor, and then the visitor replies. In this case, the event label will be: _initiated

Viewing Olark events in Google Analytics

  1. From the Google Analytics reporting interface, select Behavior > Events > Top Events in the left-hand menu
  2. In the data table, click on Olark_Chat in the Event Category column (or use the search box) and you’ll be able to see a breakdown of the different Event Actions Olark event actions

If you click on Operator_Sent_a_Message, you’ll be able to see a further breakdown of how many messages each of your operators sent.

If you click on Conversation, you’ll be able to see a further breakdown of how many visitor-initiated conversations each of your operators received.

To make the most of Olark's Google Analytics integration, check out our other Google Analytics help guides below!