Chat goals in Universal Analytics

The chat conversations you have in Lead Center can be tracked in Universal Analytics as events for a goal you've set.

Getting started

For this tutorial, we'll assume that you've already linked your CallRail account to your Universal Analytics account. If you haven’t, follow the instructions in this support article first, then return to this article to complete setup.

Create a chat goal

CallRail's integration with Universal Analytics is company-dependent in your account. Use these instructions to create a chat goal that reports all chat conversations received by the company you’ve integrated with Universal Analytics.

1. Log into Google Analytics and click Admin at the bottom of the page.
   
   
2. Choose the Account and Property where you'd like to create your goal, and then click Goals.
   
   
3. Select New Goal at the top of the page.
   
   
4. Choose the option for Custom Goal, then click Continue.
   
   
5. On the Goal description step, enter a Goal Name and select Event. Then, click Continue.
   
   
6. In the Goal details step, set Category Equals to Chat. The "Event value as the Goal Value" switch can be set to "Yes" or "No" without interfering with your reporting.
   
   
7. Click Save when finished.

Create a goal for first-time chat conversations

If you'd like to isolate multiple submissions, you can create a regular expression goal for first-time chat submissions fills in Universal Analytics. This sets your first-time chat fill "Event Labels" to end in "Chat-01."

1. Log into Google Analytics and click Admin at the bottom of the page.
   
   
2. Choose the Account and Property where you'd like to create your goal, and then click Goals.
   
   
3. Select New Goal at the top of the page.
   
   
4. Choose the option for Custom Goal, then click Continue.
   
   
5. On the Goal description step, enter a Goal Name and select Event. Then, click Continue.
   
   
6. In the Goal details step, set Category Equals to Chat You'll also set your Label to have a Regular Expression that is .*Chat-01. The "Event value as the Goal Value" switch can be set to "Yes" or "No" without interfering with your reporting.
   
   
7. Click Save when finished.

Viewing chat submissions in Universal Analytics

Once your goal has received chat conversations, you can view your chat tracking data in your Universal Analytics account. It can take up to 24 hours once you integrate with Universal Analytics for your goals to begin reporting.

1. In the left menu, select Behavior. Then click Events, and choose Top Events.
   
   
2. To see more information about your chat conversations, click Chat under the Event Category column. This will take you to the Event Action reporting screen.
   
   
3. In the Event Action column, click the chat link to view details on the person who initiated the chat conversation.

FAQs

Can I use a regular goal and a first-time goal at the same time?
Absolutely. Using a first-time chat submission goal in conjunction with a regular chat submission goal will separate your event action reports for you so you can analyze the behavior of first-time chat conversations. Using both goals in the same Analytics account won't interfere with your reports.

Where can I learn more about goals and events?
To learn more about using Goals in Universal Analytics, you can read this Google help article.

To learn more about events, and how to filter your data for further granularity, read this Google help article.