Call-to-Action - Live Chat 

How does Call-to-Action Tracking work?

Call-to-Action tracking uses a snippet of JavaScript code to send data from your website straight into the Mediahawk platform which are linked to the Call-to-Action setup in Mediahawk.

Each Call-to-Action is assigned a unique index ID. This allows us to track each interaction separately and assigns it automatically to the visitor’s journey. Each Index can either be either a ‘Count’ or ‘Sum’ total:

  • Count = the number of times it was triggered. For example, you had 10 "click" actions on your email address,  Mediahawk totals the number of “clicks” for the date period selected
  • Sum = the sum of a value. For example, your checkout total was £200 for the interaction, Mediahawk totals the “Sum” for the date period selected. To use ‘sum’ you need the ability to pick up a value.


Call-to-Action tracking can be set up on multiple websites by using Google Tag Manager (Triggered Tags by event), but the code can also be applied direct to the website by your own development team and track lots more!

Developer documents can be found here:


How do I set up Call-to-Action Tracking?

Please note: 

  • There is a limit of 10 Call-to-Actions per Mediahawk account.
  • Once a Call-to-Action is added it cannot be deleted.


Firstly, you need to setup the Call-to-Action within the Mediahawk platform.


Login in to the Mediahawk Platform

Select Admin from the left panel




Then Dynamic 

then  Call-to-actions


Click the + (plus) sign on the right-hand side to add a call-to-action






You will then see the screen below.

In this example, we want to track if a visitor has started a Live Chat Session


Name = Live Chat (This can be any name you wish to use to identify the action, in this example we have set it to track Live Chat)

Type = Count



Once added click SAVE

You will then see the screen below confirming the account has been Setup and has a unique Index.



Once a Call-to-Action is setup you can modify the Name.

You can also amend the Type (Count / Sum), but please note: changing the type will result in removing any historic data associated to that individual Call-to-Action. You will receive the warning below before being able to proceed.



To confirm the change click Continue & Delete Data.


Stay logged into Mediahawk as you will need to copy the code after setting the Email clicks in Google Tag Manager



Identifying an Element or Unique ID within your Chat Platform

In order to setup a Trigger in Google Tag Manager you must be able to identify a unique ID or Element within your chat platform. If you are not able to identify the unique ID or Element, please contact your website development team or Chat provider and they will be able to assist further.


In our example we have used our own Website Chat platform (Boldchat), but this would vary depending on the website setup and Chat platform you use.

Within the website we right mouse click on our Live chat Image ICON as below and click Inspect


This will open a “dev tools” console window. Identifying in bold the “element” we wish to inspect.

If you hover the mouse over the highlighted section this will show you which section of the website element you are looking at.

Dev Tools View


Website View


In this example we are going to use the Image button Element to track that a visitor “clicked” the image to start a chat session.


The Element we have chosen is


Copy this element as you will need it for setting in GTM



Setting up tracking Live Chat in Google Tag Manager

Open a new browser window and login to your Google Tag Manager (GTM)

If you do not currently use Google Tag Manager or need help with this part of the setup, please contact your website support or development Team.

Within GTM you need to set a new Trigger


Select Triggers         



Select New




When you see the screen below, hover your mouse over the Trigger Configuration screen until the Edit pencil Icon appears. Then Click the Pencil Icon which will open a Choose Trigger type window.



Select All Elements under the Click section.


This will open a Trigger Configuration window.


Select the Some Clicks radio button


In the drop-down menus, select you can choose Click ID or Element URL and then Contains. You then need to paste the Element or Unique ID you copied from the website earlier into the text box.


Click SAVE


You will be asked to Rename the Trigger. In this example, we have used Live Chat but you can label it anything you like to identify it.



Click SAVE This will create the trigger and will show you in the list below



Now you need to create a Tag to pair with a Trigger.

Select Tags


Select New


When you see the screen below, hover your mouse over the Tag Configuration screen until the pencil icon appears. Click the Pencil Icon which opens a Choose Tag type window.


Select Custom HTML (Custom HTML Tag) under the Custom section.


Now you need to copy the code from your Mediahawk account, so go back to your open Mediahawk browser window where you left it at the start of this process.


Select the Call-to-Action that you want to track, and click on the Code Icon. This will tell you that it has copied it your clipboard.


Go back to your GTM account window and paste the copied code into the HTML as per the example below.


Please note: If GTM does not automatically apply the Script tags around the pasted value you will need to add these manually so the full code looks like this



[trigger code you’ve copied]




To select the Trigger you want to pair with the Tag:

Hover your mouse over the Triggering screen until the pencil Icon appears. Click the Pencil Icon.


This will open a Choose a trigger window

Select the Trigger you setup earlier to track (in our example we named it Live Chat).


Once the trigger has been selected, it will show the setup below



Click SAVE


You will be asked to Rename the Tag, in this example we have used ‘Mediahawk – Track Live chat links’ (but you can use any name you wish)

Click SAVE.


That’s it – all done! You will start to see the Call-to-Actions logged in Mediahawk in both the customer journey and as a Secondary Dimension in reports.