How to set up Universal Analytics goals for tracking

Universal Analytics lets you create Goals to track specific actions on your site and in the tawk.to widget. 


You can track five different kinds of Goals: Destination, Duration, Pages/Screens per second, and Events. If you’re running a Google Ads campaign, you can also set Smart Goals to track conversion and get feedback from Google. You’ll be able to create sets of up to five Goals for every action you want to track.

Prerequisites

Before creating your Universal Analytics goals, you’ll need the following:


  1. A Google Analytics Account and Property
  2. Your Google Analytics Property must be set up for Universal Analytics. GA4 doesn’t have Goals.
  3. Finish setting up Analytics. If you haven’t done it yet, you can check out this article for directions: Set up Universal Analytics for tawk.to.

Setting up goals

Log in to your Google Analytics account and head over to Admin (Gear Icon) ➞ Goals under the View column.

In the Goals view, select New Goal. You will be redirected to the Goal Setup page.

Goal setup

On the Goal Setup page, select Custom Continue.

Goal description

In the next step, enter your desired Goal Name and Goal slot ID. As for the Type, select Event and click Continue.

Goal details

In the final step, the values in the Category and Action fields will depend on the Goal you set up. 

Global Site Tag setup

If you’ve followed the Global Site Tag setup in Set up Universal Analytics for tawk.to, you can get the details you need from the tawk.to script that contains the JS API callback usage (OnChatStarted, OnChatEnded, etc.). 


Ex.

Google Tag Manager setup

If you’ve followed the GTM setup in Set up Universal Analytics for tawk.to, you can get the details you need from the tawk.to tag that contains the JS API callback usage (OnChatStarted, OnChatEnded, etc.). 


Ex.

The event will be the value in the Category field, and the eventAction can be found in the Action field.


After copying and pasting those values, click Save and you’re done!

Goal view

After the setup, you’ll be redirected back to the Goal view page. Here, you can see the new Goal you’ve created. Do make sure Recording is turned on for the specific Goal you’re tracking.

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