Google Analytics Integration: Setup and Features

Re:amaze works alongside Google Analytics to help you measure the performance of your Shoutbox, Chatbox, and FAQ. While Re:amaze is not a full analytics platform, it integrates with Google Analytics to give you a more comprehensive view of how customers interact with your support experience.

Connect Google Analytics

To track performance metrics for your FAQ, including popular articles and search terms, you will need to add a Google Analytics Tracking ID to your Re:amaze account.

1. Navigate to Settings > Brands > See All Settings > Custom Analytics.
2. Enter your Google Analytics Tracking ID and save.

To get a Tracking ID, create a separate property in Google Analytics to keep your Re:amaze data distinct from your other website or app properties.

1. Go to your Google Analytics Admin.
2. Select Create Property and follow the steps to generate a new Tracking ID.

Once complete, Re:amaze will begin sending analytics data to that property.

Track widget engagement with Google Analytics

If you have a Re:amaze embeddable widget and Google Analytics installed on your site or app, event tracking is automatically enabled. This allows you to see how customers are engaging with your chat widget, classic live chat, and Cues without any additional setup.

To see a full list of trackable events, visit reamaze.com/developer/analytics.

You can view automatically recorded events under Google Analytics' Behavior report and Top Events report.

Some common events are as follows:

• Conversation Started (When a Conversation is started by the user)
• Chat Started (When a Chat is started by the user)
• Conversation Staff First Response Received (When the staff responds to the user for the first time in the conversation)
• Chat Staff First Response Received (When the staff responds to the user for the first time in the chat)
• Message Appreciated (When the user appreciates a staff response)
• Shoutbox Trigger Clicked (When the user clicks on the Shoutbox trigger)
• Shoutbox Prompt Shown (When the Shoutbox Prompt is shown to the user)
• Shoutbox Prompt Clicked (When the user clicks on the Shoutbox Prompt)
• Shoutbox Closed (When the user closes the Shoutbox)
• New Conversation Form Shown (When the new conversation or chat form is shown to the user in the Shoutbox)
• KB Shown (When the FAQ is shown to the user in the Shoutbox)
• Cue Shown (When a Cue is displayed to the user)
• Cue Clicked (When the user clicks on a Cue)
• Cue Button Clicked (When the user clicks on a button in the Cue)
• Cue Closed (When the user dismisses the Cue)
• Channel Link Clicked (When the user clicks on a channel link in the Shoutbox header)
• New Conversation Button Clicked (When the user clicks on a New Conversation button in the Shoutbox Footer)
• Hub Shown (When the Hub is shown to user in the Shoutbox)
• Hub:FAQ Search (When the user searches on the Hub FAQ app)
• Hub:Orders View All (When the user clicks on the View All Orders button on the Hub Orders app)
• Hub:Orders Search (When the user searches for an order in the Hub Orders app)
• Hub:Orders Order Clicked (When the user clicks on an order in the Hub Orders app)