Hi everyone,
We started tracking chat submissions as conversions back in January. Initially, we used the default setup recommended by Tawk.to. However, since we usually send the first message to visitors (and many don’t respond), this setup was counting those as “chat started” events, so it wasn’t an accurate reflection of real interactions.
To improve tracking, we tried a few other approaches and eventually found helpful guide on dumbdata.co. We decided to use the event triggered when a message is sent by the visitor as our main conversion indicator. This worked perfectly, until about a month ago.
Now, when a visitor sends a message via the live chat, no event is triggered in Google Tag Manager, so we’re no longer able to track live chats as conversions in Google Ads.
Has anyone else experienced this? Or have any idea what might’ve caused this setup to stop working?
Thanks in advance!