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This article explains how you can track greenback user behaviour within your own Google Analytics (GA) reports.

4 easy steps

Contact your Custogmer Success representative to turn on your ‘data layer’ greenback events
Create custom variables to pass data layer values into your Google Tag Manager (GTM)
Create custom tags in your GTM to pass the data to your GA
Create the custom variables in your GA4 to use them in your reports

This guide covers passing all of the available greenback events into your GA, however you can choose to pass only the ones you need

Step 1: Check the data layer is turned on

After your CS rep has confirmed this is now activated, open up Google Chrome browser:

Visit your website page where greenback is loaded, e.g.

AI Shopping Assistant Handbook > Google Analytics events Data Layer > Screenshot 2024-11-04 at 1.54.49 PM.png

Interact with widget
When you have done some interaction, right-click > Inspect (or Ctrl+Shift+I) to open the Chrome Developer tools console

AI Shopping Assistant Handbook > Google Analytics events Data Layer > Screenshot 2024-11-04 at 2.01.38 PM.png

Choose the Console tab, type dataLayer (it’s case sensitive!) and hit Enter, you will now see the fired events:

AI Shopping Assistant Handbook > Google Analytics events Data Layer > Screenshot 2024-11-04 at 2.06.42 PM.png

Depending on what action you performed you will see greenback events fired (full details) for:
- greenback.view - fired everytime greenback widget is loaded
- greenback.externalTrigger - fired everytime external trigger activates
- greenback.opened - fired everytime someone opened chat window
- greenback.1stMessageSent - fired everytime someone sent a first message
- greenback.messageSent - fired everytime someone sent a message
- greenback.productRecommended - fired everytime products are recommended
- greenback.productClick - fired everytime someone clicks on a product
- greenback.addToCart - fired if someone adds a product to the cart from the widget
- greenback.restart - fired when someone restart the chat
- greenback.closed - fired when someone closed the widget

PDP Events
- greenback.pdp.view - fired everytime greenback widget is loaded
- greenback.pdp.externalTrigger - fired everytime external trigger activates
- greenback.pdp.1stMessageSent - fired everytime someone sent a first message
- greenback.pdp.messageSent - fired everytime someone sent a message
- greenback.pdp.productRecommended - fired everytime products are recommended
- greenback.pdp.productClick - fired everytime someone clicks on a product
- greenback.pdp.addToCart - fired if someone adds a product to the cart from the widget
- greenback.pdp.restart - fired when someone restart the chat

You’re now ready to join this custom data to your GA using GTM.

Step 2: Pass greenback data into Google Tag Manager (GTM)

2a. Create the GTM Data Layer Variables

This will allow any GTM tags to use the preezie data variables (as GA4 parameters) in various ways.

First go to your GTM account:

Variables > User-Defined Variables > New
Give it a name of greenback.products
Click Variable Configuration > Data Layer Variable

AI Shopping Assistant Handbook > Google Analytics events Data Layer > Screenshot 2024-11-04 at 3.28.57 PM.png

In Data Layer Variable Name enter greenback.products hit Save

AI Shopping Assistant Handbook > Google Analytics events Data Layer > Screenshot 2024-11-04 at 3.30.12 PM.png

Repeat these 4 steps to create the other 8 data layer variables needed:

Variable name (8 Data Layer Variables)	Data Layer Variable Name	What it captures
greenback.visitorid	greenback.visitor.id	The user using the greenback widget
greenback.sessionid	greenback.session.id	The user using the greenback widget
greenback.page	greenback.page	The page that user is on
greenback.message	greenback.message	The message user sent in greenback
greenback.isSuggestedText	greenback.is.suggested.text	The message is coming from suggested text
greenback.products(array)	greenback.products	The products recommended
greenback.productid	greenback.product.id	The unique id of the clicked product in the recommended products (as defined by your product feed)
greenback.position	greenback.product.position	The position the clicked product was ranked in the recommendation products
greenback.productname	greenback.product.name	The name of the product that was clicked on.
greenback.productPrice	greenback.product.price	The price of the product that was clicked on
greenback.triggerType	greenback.trigger.type	The trigger type of the external trigger

Now to join the above to Data Layer events, repeat the above steps 9 times but instead use variable type Custom Event - just ensure the variable names match these below:

Variable name (Custom Event)	What it captures
greenback.view	When the greenback loads
greenback.externalTrigger	When the external trigger fires
greenback.opened	When the chat model opened
greenback.1stMessageSent	When the 1st message sent
greenback.messageSent	When the message sent
greenback.productRecommended	Products recommended
greenback.productClick	A click on a product recommendation
greenback.addToCart	When add-to-cart is performed
greenback.restart	When chat is restarted
greenback.closed	When widget is closed

You now have your new variables, they should look like this:

AI Shopping Assistant Handbook > Google Analytics events Data Layer > Screenshot 2024-11-06 at 11.45.55 AM.png

PDP Custom Events

Variable name (Custom Event)	What it captures
greenback.pdp.view	When the greenback loads
greenback.pdp.externalTrigger	When the external trigger fires
greenback.pdp.1stMessageSent	When the 1st message sent
greenback.pdp.messageSent	When the message sent
greenback.pdp.productRecommended	Products recommended
greenback.pdp.productClick	A click on a product recommendation
greenback.pdp.addToCart	When add-to-cart is performed
greenback.pdp.restart	When chat is restarted

2b. Create the GTM triggers for your tags

In your GTM account, create these triggers before you create your tags:

greenback ‘view’ event

Triggers > New
Name: greenback.view
Trigger Type: Custom Event
Event name: greenback.view
Save

Now repeat these steps for the other 8 triggers:

Name (9 triggers)	Trigger Type	Event name	What it captures
greenback.view	Custom Event	greenback.view	Each time a greenback widget loads on the page
greenback.externalTrigger	Custom Event	greenback.externalTrigger	Each time the external trigger fires
greenback.opened	Custom Event	greenback.opened	Each time the user opens greenback widget
greenback.1stMessageSent	Custom Event	greenback.1stMessageSent	When the user sent the first message
greenback.messageSent	Custom Event	greenback.messageSent	When a message is sent from user
greenback.productRecommended	Custom Event	greenback.productRecommended	When products are recommended
greenback.productClick	Custom Event	greenback.productClick	Each click to product in the recommended products
greenback.addToCart	Custom Event	greenback.addToCart	When product is add to the cart
greenback.restart	Custom Event	greenback.restart	When user restart the chat
greenback.closed	Custom Event	greenback.closed	When greenback widget is closed

AI Shopping Assistant Handbook > Google Analytics events Data Layer > Screenshot 2024-11-06 at 9.19.55 AM.png

PDP Tags

Name (9 triggers)	Trigger Type	Event name	What it captures
greenback.pdp.view	Custom Event	greenback.pdp.view	Each time a greenback widget loads on the page
greenback.pdp.externalTrigger	Custom Event	greenback.pdp.externalTrigger	Each time the external trigger fires
greenback.pdp.1stMessageSent	Custom Event	greenback.pdp.1stMessageSent	When the user sent the first message
greenback.pdp.messageSent	Custom Event	greenback.pdp.messageSent	When a message is sent from user
greenback.pdp.productRecommended	Custom Event	greenback.pdp.productRecommended	When products are recommended
greenback.pdp.productClick	Custom Event	greenback.pdp.productClick	Each click to product in the recommended products
greenback.pdp.addToCart	Custom Event	greenback.pdp.addToCart	When product is add to the cart
greenback.pdp.restart	Custom Event	greenback.pdp.restart	When user restart the chat

Step 3: Create GA4 tags

Now you need to create tags to tell GA what event data is available. Each event fired contains parameters, you can choose which parameters you’d like to send to GA4 (full details).

3a. Tag set up

In GTM > Tags > New
Create and publish these tags with the below values:

If you want to include other parameters just use the same format with the variables from Step 2a.

Tag name	Taq type	Configuration Tag	Event Name	Event Parameter Name	Value	Trigger (as per Step 2b)
GA4 greenback_view	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_view	greenback_page	{{greenback.page}}	greenback.view Custom Event
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_externalTrigger	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_externalTrigger	greenback_page	{{greenback.page}}	greenback.externalTrigger Custom Event
				greenback_message	{{greenback.message}}
				greenback_trigger_type	{{greenback.triggerType}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_opened	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_opened	greenback_page	{{greenback.page}}	greenback.opened Custom Event
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_1stMessageSent	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_1stMessageSent	greenback_page	{{greenback.page}}	greenback.1stMessageSent Custom Event
				greenback_message	{{greenback.message}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_messageSent	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_messageSent	greenback_page	{{greenback.page}}	greenback.messageSent Custom Event
				greenback_message	{{greenback.message}}
				greenback_is_suggested_text	{{greenback.isSuggestedText}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_productRecommended	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_productRecommended	greenback_page	{{greenback.page}}	greenback.productRecommended Custom Event
				greenback_message	{{greenback.message}}
				greenback_products	{{greenback.productRecommended}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_productClick	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_productClick	greenback_page	{{greenback.page}}	greenback.productClick Custom Event
				greenback_product_id	{{greenback.productid}}
				greenback_product_name	{{greenback.productname}}
				greenback_product_position	{{greenback.position}}
				greenback_product_price	{{greenback.productPrice}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_addToCart	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_addToCart	greenback_page	{{greenback.page}}	greenback.addToCart Custom Event
				greenback_product_id	{{greenback.productid}}
				greenback_product_name	{{greenback.productname}}
				greenback_product_price	{{greenback.productPrice}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_restart	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_restart	greenback_page	{{greenback.page}}	greenback.restart Custom Event
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_closed	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_closed	greenback_page	{{greenback.page}}	greenback.closed Custom Event
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}

AI Shopping Assistant Handbook > Google Analytics events Data Layer > Screenshot 2024-11-06 at 2.53.02 PM.png

PDP GA4 Tags

Tag name	Taq type	Configuration Tag	Event Name	Event Parameter Name	Value	Trigger (as per Step 2b)
GA4 greenback_pdp_view	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_pdp_view	greenback_page	{{greenback.page}}	greenback.pdp.view Custom Event
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_pdp_externalTrigger	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_pdp_externalTrigger	greenback_page	{{greenback.page}}	greenback.pdp.externalTrigger Custom Event
				greenback_message	{{greenback.message}}
				greenback_trigger_type	{{greenback.triggerType}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_pdp_1stMessageSent	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_pdp_1stMessageSent	greenback_page	{{greenback.page}}	greenback.pdp.1stMessageSent Custom Event
				greenback_message	{{greenback.message}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_pdp_messageSent	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_pdp_messageSent	greenback_page	{{greenback.page}}	greenback.pdp.messageSent Custom Event
				greenback_message	{{greenback.message}}
				greenback_is_suggested_text	{{greenback.isSuggestedText}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_pdp_productRecommended	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_pdp_productRecommended	greenback_page	{{greenback.page}}	greenback.pdp.productRecommended Custom Event
				greenback_message	{{greenback.message}}
				greenback_products	{{greenback.productRecommended}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_pdp_productClick	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_pdp_productClick	greenback_page	{{greenback.page}}	greenback.pdp.productClick Custom Event
				greenback_product_id	{{greenback.productid}}
				greenback_product_name	{{greenback.productname}}
				greenback_product_position	{{greenback.position}}
				greenback_product_price	{{greenback.productPrice}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_pdp_addToCart	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_pdp_addToCart	greenback_page	{{greenback.page}}	greenback.pdp.addToCart Custom Event
				greenback_product_id	{{greenback.productid}}
				greenback_product_name	{{greenback.productname}}
				greenback_product_price	{{greenback.productPrice}}
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}
GA4 greenback_pdp_restart	Google Analytics: GA4 Event	(Select your GA4 variable within GTM)	greenback_pdp_restart	greenback_page	{{greenback.page}}	greenback.pdp.restart Custom Event
				User Properties
				greenback_user	{{greenback.visitorid}}{{greenback.sessionid}}

These events now need to be configured in GA4.

3b. Mapping your Custom events into GA4

Each GTM event will automatically fire into GA4 however you now need to set up the additional ‘values’ sent with each event.

In GA4 > Settings > Custom definitions
Create custom dimension
Then add each of these values for these events:

Dimension name	Scope	Description	Event parameter *note, must match your GTM parameter names!
greenback_page	Event	Which page the greenback was on	greenback_page
greenback_message	Event	What message was sent to greenback	greenback_message
greenback_trigger_type	Event	What trigger type triggered in external trigger	greenback_trigger_type
greenback_is_suggested_text	Event	When a message is from suggested text	greenback_is_suggested_text
greenback_products	Event	What products are recommended to user	greenback_products
greenback_product_id	Event	The unique ID of the clicked product	greenback_product_id
greenback_product_name	Event	The name of the clicked product	greenback_product_name
greenback_product_position	Event	The rank position of the clicked product in the product recommendation	greenback_product_position
greenback_product_price	Event	The price of the clicked product	greenback_product_price
preezie_user	User	The user who interacted with greenback	greenback_user

AI Shopping Assistant Handbook > Google Analytics events Data Layer > Screenshot 2024-11-06 at 10.21.20 AM.png

Make sure the event parameter names are identical to your GTM parameter Names.
Note, all are Event scoped except for preezie_user.

AI Shopping Assistant Handbook > Google Analytics events Data Layer > Screenshot 2024-11-06 at 12.26.55 PM.png

That’s it!

Note: It can take up to 24 hours for these events to show within your GA4.

Remember to submit/publish your tag manager changes so it can become active.

Step 4: How to use the data in GA

These events will give you the ability to segment/group behaviour.

But you can also breakdown by matching exactly/partially on the text of the values, e.g.

Engagement with greenback i.e. how many users opened greenback when it was loaded?
Which pages are most engaging?
Which products are more frequently clicked on

A full event definition guide can be found here: Using Data Layer with Greenback