Steersman Odoo website chat event tracking

Capturing tracking events

Steersman Odoo chat emits browser events for integration with tracking and analytics services. All events supply at least two values: channel_id and event; some events provide more details. A listener for a single event can be configured as such:

// The name of this function doesn't matter, make sure it's unique
// and correctly used in the document event listener on the last line
function myChatGreetingClickEventHandler(event)
{
    // fire a GA4 event
    gtag('event', 'start_chat', {
        'event_category': 'chat',
        'event_label': 'start',
        'value': event.detail.channel_id, // Odoo chat channel ID
    });
    // push to GTM dataLayer
    dataLayer.push({
        'event': 'start_chat',
        'channelId': event.detail.channel_id, // Odoo chat channel ID
    });
}
document.addEventListener('sbs_chat_greeting_click', myChatGreetingClickEventHandler, {passive: true});

Testing tracking events

It’s possible to setup a single event handler for all chat events for testing or capturing all events the same way:

function testSbsChatEventHandler(event)
{
    console.log('SBS Odoo Chat Event Fired', event.detail);
}

const sbsChatEvents = [
    'header_button_click',
    'greeting_show', 'greeting_hide', 'greeting_click',
    'window_fold_hide', 'window_fold_show',
    'session_sign_in', 'session_signed_in',
    'session_end', 'session_end_confirm', 'session_end_cancel',
    'session_feedback_rate ', 'session_feedback_send', 'session_feedback_skip',
    'session_transcript_send', 'session_transcript_skip',
    'contact_form_open', 'contact_form_send', 'contact_form_close',
];

sbsChatEvents.forEach(
    name => document.addEventListener(`sbs_chat_${name}`, testSbsChatEventHandler, {passive: true})
);

List of events and event detail values

• Chat header/tab/bar button
  • sbs_chat_header_button_click
    • message — header bar text.
• Chat greeting
  • sbs_chat_greeting_show — automatic greeting popped up.
    • operator_id — ID of the operator displayed on the greeting.
    • message — greeting message.
    • cta — button call to action text.
  • sbs_chat_greeting_hide — visitor closed the automatic greeting.
    • operator_id
    • message
    • cta
  • sbs_chat_greeting_click — visitor clicked the greeting action button to proceed.
    • operator_id
    • message
    • cta
• Chat window
  • sbs_chat_window_fold_hide — chat window folded down.
  • sbs_chat_window_fold_show — chat window unfolded.
• Chat session
  • sbs_chat_session_sign_in — visitor clicked “Start Chatting” on the sign-in prompt, chat session hasn’t started yet.
  • sbs_chat_session_signed_in — visitor clicked “Start Chatting” on the sign-in prompt, chat session started.
  • sbs_chat_session_end — chat session end was initiated.
    • closed_by_agent — “true” if session was ended by a chat operator.
  • sbs_chat_session_end_confirm — visitor confirmed chat session end.
  • sbs_chat_session_end_cancel — visitor cancelled chat session end.
  • sbs_chat_session_feedback_rate — visitor rated the chat experience.
    • value — rating value.
  • sbs_chat_session_feedback_send — visitor provided additional chat session feedback.
  • sbs_chat_session_feedback_skip — visitor skipped chat rating and/or additional feedback.
  • sbs_chat_session_transcript_send — visitor requested chat transcript to be emailed.
  • sbs_chat_session_transcript_skip — visitor skipped chat transcript.
• Contact form
  • sbs_chat_contact_form_open — visitor opened the contact form while all chat operators were offline.
  • sbs_chat_contact_form_send — visitor filled out and submitted the contact form.
  • sbs_chat_contact_form_close — visitor closed the contact form.