How do I set up Call-to-Action Tracking to track a live chat

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

Login in to the Mediahawk Platform

Select Admin

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)

Type = Count

Once added click SAVE

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

Stay logged into Mediahawk as you will need to copy the code after setting the live chat trigger in Google Tag Manage

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 (Live Chat, 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, 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

Note: You will need to identify your own element that you wish to trigger and copy this element as you will need it for setting in GTM

Setting up tracking Live Chat in Google Tag Manager 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 have 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 Mediahawks Call to Action reports, the customer journey and as a Secondary Dimension in reports.

Amending the Call to Action name and type

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.