1. Introduction

Oct8ne allows direct integration with Google Analytics version 4 (GA4) through event submission. These provide vital information about the interactions that take place within Oct8ne, which you can check in your Google Analytics dashboard.

2. Event Types

The events that Oct8ne sends by default are generated when:

12. The visitor enters the chat.
13. Visitor served.
14. Visitor opens the contact form.
15. Visitor submits the contact form.
16. Visitor chooses a department.
17. Visitor or agent adds a product to the cart.
18. Some products were shown in the session.
19. The visitor values the chat session.
20. The visitor returns to the page after interacting with the chat.
21. The agent tags a session
22. The visitor sees a product in the viewer
23. The agent suggests a product

Apart from these events, you will be able to send custom events generated in our Bot Conversion Editor or through custom developments that will need to be agreed with the Oct8ne Support team.

3. Configuration 

To configure the sending of events, we must follow the steps described below.

1. Oct8ne Configuration

In the Oct8ne dashboard, logging in as an Administrator user, go to this section: Settings/Integrations/Web Analytics.

In the form we will find the events listed in section 2 of this tutorial. At that point, we must activate the ones we think are necessary for follow-up in the GA4 dashboard.

2. Check the label type     

To host Oct8ne events, your website will need to have access to GA4. This access can be configured through one of these tools:

13. Global SiteTag (gtag.js)

If this tag is used, events will be sent automatically without the need to do anything else. So the setup would be complete. 

Congratulations!

14. Google Tag Manager (GTM)

If your page's events are collected through GTM, you'll need to continue reading this manual and complete all of the steps below.

If you're not sure what tag your page uses, check with your developer or marketing team, or check out this link

iopoio

3. Setting up Google Tag Manager

To continue with the setup, you'll need to log in to your Google Tag Manager (GTM) workspace and complete the following actions.

1. Create Data Layer Variables (dataLayer)

These variables must be created by accessing the Variables menu option in the GTM Workspace.

In order to receive the different parameters of the events (Category, Action, Tag and Value) a variable must be created for each of them.

Property	Property Name	Variable Name (They are recommendations, you can choose any other)
Category	eventCategory	CategoryOct8ne
Action	eventAction	ActionOct8ne
Label	eventLabel	LabelOct8ne
Value	eventValue	ValueOct8ne

We will have to repeat the following process 4 times, once for each property.

1. At the bottom of User-Defined Variables, click the NEW button, and we'll choose the Data Layer Variable type.

2. In the Data Layer Variable Name field we'll type the name of the property, for example, "eventCategory". 

3. At the top we will name the variable with a descriptive name, for example, "CategoryOct8ne". Choose a name that will be easily recognizable to you in the future or that fits your nomenclature.

4. Once the fields have been filled in, click on the SAVE button.

Variable Creation Form in GTM

Once the 4 variables have been created, we will move on to the next point.

2. Create a trigger

In the main menu option Triggers we will add a new trigger, in which we will specify the conditions that will make the tag that we will create in the last step to be executed.

On the Triggers screen, click on the New button and choose a custom Event button.

In the Event Name field, we will type oct8ne_event (it is essential that it is written as it appears here). And at the top we will title the trigger with a descriptive name, for example, "EventOct8neGA4".

Click on the Save button and move on to the next step.

3. Create a label

Finally, we will create the tag that will allow us to collect the events sent from Oct8ne. To do this, go to the Tags section of the main menu and press the NEW button.

A screen will appear with two zones: Tag Configuration and Triggers.
In the first area, we will choose a GoogleAnalytics tag: GA4 event and then fill in the following fields:

1. Configuration Label: Select the type tag GoogleAnalytics: GA4 Configuration where we have set the GA4 measurement ID or add the ID manually.

2. Event Name: We'll write oct8ne_event (we'll make sure it's spelled correctly).

3. Event parameters: Here we will fill in the 4 fields using the variables created in point 3.3.1. To do this, click on the button in the Value field of each of them and select the corresponding variable (examples according to the names assigned above).

The Parameter Name field is the one that will appear in our GA4 dashboard, it can be modified as needed.

Parameter Name	Value
Category	{{Oct8neCategory}}
Action	{{Oct8neAction}}
Label	{{Oct8neLabel}}
Value	{{Oct8neValue}}

Next, we will move to the lower section Activation and select the trigger created in step 2: EventOct8neGA4.

Finally, we'll add a descriptive name to the tag (e.g. Analytics Oct8ne Events) and hit the SAVE button.

Configuring the Created Label

Once the tag is saved, the changes must be published, by clicking on the Submit button and on the next screen clicking Publish button. At this moment you will start receiving Oct8ne events in your GA dashboard as visitors interact with the chat.

 

Submit button on the right side of the screen

You can find out more about the Google Tag Manager concepts used here: https://support.google.com/tagmanager/answer/6103657?hl=en

4. Setting up Google Analytics 

At this point, the events are already displayed in the Google Analytics 4 (GA4) dashboard, in the Reports section. 

However, you will notice that they arrive grouped under the event name oct8ne_event. By default, GA4 doesn't allow you to drill down to see its Action property (set to GTM), which actually describes the event that has been launched (e.g. Chat Open, Product Viewed, etc.)

GA4 does not allow you to drill down to the event oct8ne_event

To solve this problem, we will carry out the following steps.

1. Create Custom Events

At this point we will break down the event oct8ne_event to access the different parameters of the event from the reports.

To do this, click on the Manage icon in the bottom left corner 

On the administration screen, click on the Events option in the side menu and then the Create Event button.

The list of custom events will appear, click on the Create button and it will show us the following form:

Event Creation Screen

For this example, we'll create the Oct8ne opening event.

In the Custom Event Name field, we'll type in the name of the new event, for example, Oct8ne_Open 

Below, we will detail the conditions that must be met for this event to be registered, which must be filled in the next section of the form.

Parameter	Operator	Value
event_name	Equals (not case-sensitive)	oct8ne_event
Action	Equals (not case-sensitive)	Total Opens  (see list below)

Finally, we'll check the Copy parameters from the source event checkbox and click Save.

We will keep the event registered as follows:

Below are suggestions for Custom Event Names and the Oct8ne Actions values received in Google Analytics:

Custom Event Name (Tip)	Action (Not modifiable)
Oct8ne_opening	Total Opens
Oct8ne_attended	Attended by Agent
Oct8ne_contact_form_viewed	Contact Form Viewed
Oct8ne_contact_form_sent	Contact Form Sent
Oct8ne_department_choose	Selected Department
Oct8ne_add_cart	Clicked Add to Cart Button
Oct8ne_viewed_product	Viewed Product
Oct8ne_good_rating	Good Rating
Oct8ne_bad_rating	Bad Rating
Oct8ne_visitor_returns	Returning Visitor
Oct8ne_widget_viewed	Widgets Viewed
Oct8ne_tagged_session	New Tag
Oct8ne_transfer_from_bot	Transfer From Bot
Oct8ne_product_viewed_visitor	Product Viewed by Visitor
Oct8ne_product_viewed_agent	Product Suggested by Agent

A custom event must be generated, repeating this process, for each of the rows in the table above.

2. Create Custom Dimensions

Creating custom dimensions will allow us to access the additional parameter that each Oct8ne event includes, the tag. This dimension will give us more information about the event in question (for example, in the Oct8ne_open event, the label parameter indicates the type of opening).

Without leaving the administration screen, select the Custom Definitions option and click on the Create Custom Dimension button. 

In the form we find four fields:

7. Dimension Name: Add a descriptive name, such as Oct8ne Tag.
8. Scope: Select the Event option.
9. Description: It is optional; we fill it in if we think it is appropriate.
10. Event parameter: Write Tag (or as defined in section 3.3.3)

Custom Dimension Creation Screen

Click the Save button and the new dimension will be ready to be displayed in the Events report.

The new custom dimension won't start showing values until 48 hours after it's created. Learn more

3. Modify the Events Report

As a final step, we will have to modify the event report to show the new dimension we have created.

To do this, click on the Reports option in the side menu, display the Interaction submenu and select the Events option.

To edit the event report, click on the pencil icon on the right-hand side.

 

Event report, with Edit button highlighted

In the form that appears on the right-hand side, select   the new dimension you have created (Oct8ne Label) from the Dimensions drop-down menu. Click the Apply button and then the Save button.

You will be presented with two options:

2. Save changes to the current report: Will modify the main event report.
   
   
3. Save as new report: If we select this option, we will be asked for the name of the new report, and the main one will not be modified. This new report will be available in the Library (last option in the Reports menu).

At the end of these steps, a new table with the label will be available in the detail reports of each event.

General Events dashboard with the event Oct8ne_open last

New panel with the dimension created after selecting the event Oct8ne_apertura from the list

Once this last step is finished, the Oct8ne events will be displayed correctly. 

Congratulations!

4. Support 

We will be happy to receive your suggestions and comments via the e-mail address support@oct8ne.com. You can also use this email address to report bugs or get one-on-one technical support.