In this guide we're going to go over common Google Analytics (GA) issues and how you can troubleshoot GA issues yourself. If you're looking for how to integrate GA with Olark you should head on over here.

Please note, it takes 48 hours after the first time you initalize the Google Analytics feature in Olark, for Google to start sending data about Olark to your Google Analytics

Common Causes

If you've just enabled GA integration, please allow at least 30 minutes for the changes to be reflected on your website. GA issues, such as not seeing Olark GA events, are usually caused by one of two things.

  • You have multiple GA site IDs(the weird looking UA-XXXXXXX-X) on your page.

If you have multiple GA site IDs on your website then Olark may be sending your GA events to the wrong Google account. This issue usually surfaces when you upgrade GA and accidently create a second account, so when you paste in the upgraded GA code to your website you also paste in a new GA site ID.

Note: If you need to use multiple GA accounts on your website and want Olark to send events to a specific account you can check out this guide.

  • You don't have your GA site ID on your website.

If you don't have your GA site ID on your website, Olark won't know which Google account to send your GA events to.

Troubleshooting

This guide assumes that you are using Google Chrome web browser, but you can also follow along using other web browsers, but keep mind that you will need to know your way around them quite well.

Step 1. Is GA Integration Enabled with Olark?

The first step to troubleshooting Olark GA integration issues is to determine if GA integration is enabled with Olark. Open up your web browser, preferably Google Chrome, that contains the Olark chatbox and append the following to your website url ?__debug_ga=1&OLARK_DEBUG=true. So if your website is wwww.olark.com, your new website url will be wwww.olark.com?__debug_ga=1&OLARK_DEBUG=true.

Olark Google Analytics Debugging Url

Press enter and navigate to your newly formed url. Next, open up Chrome Developer tools by pressing (Cmd+Opt+J) on Mac or (Ctrl+Shift+J) on Windows. If your GA integration is enabled you should see a message that says creating tracking ID for prefix olark.

Chrome Developer Tools Olark Google Analytics Console Log

If you don't see the olark message, creating tracking ID for prefix olark, you will want to verify that you have GA integration enabled in your Olark dashboard. If you've determined that your Olark GA integration is turned on please proceed to step 2.

Step 2. Debugging GA Integration

If you've followed through step 1 then you've determined if your Olark GA integration is turned on. Please note that it can take up to 30 minutes before you begin to see events in GA. However, after 30 minutes if you're still not seeing Olark GA events in GA Olark and you've verified through step 1 that Olark GA integration is on then Olark may not be sending your GA events to the correct GA account.

So, let's play detective and determine which GA account Olark is sending your GA events to. To determine which account Olark is sending your GA events to we're going to be examining the actual requests that Olark sends to Google! First, fire up Google Chrome again and navigate to your website with the following URL parameter appended ?__debug_ga=1&OLARK_DEBUG=true. Once you've landed on your website open up Chrome Developer tools by pressing (Cmd+Opt+J) on Mac or (Ctrl+Shift+J) on Windows.

Once you have Chrome Developer tools open click on the network tab. Next, click on the circular button in the top left of the tab so that it turns bright red. If you don't see a circle button to click on then that just means that you're using an older version of Chrome and you're already capturing network requests. Next, click on the "funnel" icon, and you should see some new filter controls appear below.

Chrome Developer Tools Network Tab with Filter

Enter Olark_Chat into the input field. This will filter our requests so that we only see requests containing Olark_Chat. Your network tab should now look similar to the following.

Chrome Developer Tools Network Tab

Now that we are filtering network requests that contain Olark_Chat lets interact with the chatbox so that it triggers an Olark GA event and network request. Either start a chat or send an offline message to an agent. Once you've interacted with the chatbox you should see a network request like the following.

Chrome Developer Tools Network Tab with Olark Google Analytics

Click on the request and then click on the headers tab on the right hand side of the request. Next, click on the Query String Parameters toggle to display the Query String Parameters. Towards the bottom of the Query String Parameters you should see a parameter called tid which contains the GA site ID that Olark is sending information to.

Chrome Developer Tools Network Tab with Olark Google Analytics Request

You can now check to see if your GA site ID matches the side ID being sent by Olark. If there is a discrepancy in site IDs then you've found the root cause of your issue! To fix this issue you can either remove the other GA code that contains the wrong site ID or if you need to use multiple site IDs you can configure Olark to use the correct site ID by following this article.

If there is no site ID present for the tid parameter in the Query String Parameters of the network request then you more then likely do not have the your GA site id on your website. To fix this you will want to remove your GA code and repaste it into your website. When you repaste it into your website verify that it contains your site ID.

If you're still running into issues please feel free to chat with us and we'll be more than happy to help you!