Measuring OMI Live Talk conversions with GA and Facebook Pixel via GTM

Reading time: 10 minutes

Currently, there are many free tools that support businesses in providing customer service and support directly on their websites, aiming to build service, enhance brand image, and retain customers.

However, businesses that spend a lot on marketing, especially on Facebook/Google advertising campaigns, often don’t know where their customers come from, their location, or which advertising campaigns they’re using, because current web chat tools don’t support this.

Understanding this difficulty, OMICall has launched a feature that supports Chat – Call – Video call directly on websites, completely free of charge and with full tracking support, helping businesses analyze customer behavior in detail. This allows them to optimize advertising costs effectively.

What is OMI Live Talk integration?

How to integrate OMI Live Talk?

To integrate OMI Live Talk into your website, please log in to OMICall using your business account or create a completely free account at: https://sso.omicall.com/widget/register

Go to the Integrations/Live Talk tab. Click the Configuration icon and select the Interface & Integration tab.

Here, please ensure you have completed the OMI Live Talk configuration:

• Data Requirements (configure the required customer data to use)
• Features (enable/disable the display of features in Live Talk)
• Information Frame Title
• Information Frame Description
• Layout – Button Position
• Display Options
• Start Button (configure the interface of Live Talk buttons)
• Recipient Department (Enable/disable automatic selection of the recipient department)
• List of Allowed Domains (limit display to specific domains; if not limited, please do not enter a value)
• Links (Link with other social networks such as Skype, Facebook, etc.)

Copy the following script, where ‘yourdomain’ is your PBX domain:

<script id="omiWidgetScript" type="text/javascript" src="https://minio.infra.omicrm.com/widget/click2call.js#domain=yourdomain;"></script>

There are two ways to integrate this into your website:

Method 1 – Directly

Insert this code directly into your website, placing it in the footer – right after the closing tag of the pages you want to display or the entire website, to optimize website crawl speed and avoid losing PageSpeed ​​Insights points from search engines.

• Advantages: OMI Live Talk will appear almost immediately with your website because OMI Live Talk is best optimized for websites hosted in Vietnam.
• Disadvantage: You need technical knowledge, or assistance from the person who built your website.

Method 2 – Insert via Google Tag Manager

Insert OMI Live Talk into your website via Google Tag Manager (GTM) – This requires you to have correctly inserted the GTM script into your website as instructed.

• Advantages: Optimizes Pagespeed Insights scores better when embedded directly into the website.
• Disadvantages: Display speed is slightly affected when international internet connections experience issues because OMI Live Talk will load simultaneously with GTM.

Access your GTM account and select your website container. Go to the “Tags” tab on the left side of the GTM interface, select “New,” click in the middle of the “Tag Configuration” table, a list of options will appear on the right – select “Custom HTML.” Then, paste your OMI Live Talk script into the HTML code insertion box. In the “Activate” table, click in the middle of the table and select “All pages.”

Click “Save” – Name the tag “OMI Live Talk” (you can choose any name you like for easy identification) – and click “Save” below the name. Wait for GTM to reload the settings interface.

To apply GTM’s changes, click the “Submit” button in the upper right corner of the GTM interface – name it whatever you like to save the change history for future review. Finally, click “Publish.”

Now, you can reload your website and see how OMI Live Talk is displayed.

(Don’t forget to clear your browser cache to fully refresh the website.)

Method 3 – Installing via WordPress Plugin

This plugin is written for websites using the WordPress CMS (nearly 85% of websites in Vietnam use this source code), and it has been approved on the WordPress repository.

The steps are very simple. First, go to your website, then navigate to the plugins section with administrator privileges. Then, click “Add New Plugin.” Here, search for the plugin name: “OMI Live Talk,” and you’ll see it appear. Install it and activate it.

Specifically, the configuration tab will provide complete instructions, from registering with the OMICall system to entering your domain name into the plugin. It sounds complicated, but it’s extremely simple!

How to set up OMI Live Talk conversion tracking?

If your business implements digital marketing, you’re probably familiar with two powerful, completely free tools for tracking, measuring, and analyzing user behavior: Google Analytics and Facebook Pixel. We’ll guide you through the steps of setting up measurement for these two tools via Google Tag Manager.

Installing OMI Live Talk Tracking into Google Analytics via GTM

Log in to Google Analytics and obtain the tracking ID by going to Admin -> select Property -> Property Settings. You will see the tracking ID in the format UA-XXXXX-X.

Get the Google Analytics tracking code.

Log in to GTM, select the Variables/New/Variable Configuration tab, and in the list of options that appears, select Google Analytics Settings. Insert the tracking code obtained above and click Save, using the same name as the tracking code.

In the left-hand menu, select Tags/New, click on Tag Configuration, and select the Google Analytics – Universal Analytics tag. And you configure the sections as follows:

• Tracking Type: Select Page Views
• Google Analytics Settings: Select the variable you created in the previous step. If you set it up as instructed, it will be the same as the Google Analytics tracking code.
• You can keep other settings as they are or customize them according to your purpose.
• Next, click on the Triggers panel at the bottom of the interface and select All pages. Then name the tag or leave it as default and click Save.
• Click on Trigger / New to create a new trigger.
• Name the trigger Track Submit OMI Live Talk.
• Select Trigger Type as Element Visibility Level.
• Select Select Method as CSS Selector.
• In the Element Selector field, enter: div.omi-tracking-form-chat.
• In the Trigger Activation Time field, select Every time an element appears on the screen.
• In the advanced settings, select “Observe DOM Changes”. The displayed halftone is 100.
• Check the configuration as shown in the image below. Then remember to click “Save”.

Return to the Google Tag Manager workspace and select the Tags/New tab to create a new tag.

• In the tag configuration section, click and select the tag type as “Conversion Linker”.
• In the activation section, select “All Page” and click “Save”.
• Continue by selecting the “Tags/New” tab.
• Name the tag “Submit OMI Live Talk Success”.
• In the tag configuration section, select the tag type as “Google Analytics – Universal Analytics”.
• In the tracking type section, select “Event”.
• In the event tracking parameters section, fill in the corresponding fields as follows:
• Category: Track Submit OMI Live Talk
• Action: Submit
• In the Google Analytics settings section, select the variable {{UA-XXXXXX-X}} that you created in the tutorial above.
• In the activation section, click and select the trigger as “Track Submit OMI Live Talk” that you just created.

Review the configuration settings as shown in the image below, then click Save – then Submit and Publish the GTM version to complete the process.

Set up goals in Google Analytics to receive events from Google Tag Manager.

Now, go back to the Google Analytics account linked to your website using the tracking code above to perform the following steps.

Access the Admin menu, select the correct account, property, or view you need to set up. Then click on the Goals menu as follows:

• Here, click on + New Goal to create a new goal. Then, set it up as follows:
• In the Goal Setup section, select Custom and then click Continue.
• In the Goal Description section, name the goal and select the type as Event, then click Continue.
• In the Goal Details section, fill in the Category and Action fields the same way you filled them in Google Tag Manager in step 2. Keep the remaining fields as they are and click Save.

So you have now successfully set up OMI Live Talk Tracking in Google Analytics via GTM.

Installing OMI Live Talk Tracking in Facebook Pixel

The tracking code (or tag) used by Facebook is called the ‘Facebook Pixel’. It is a basic JavaScript code snippet that you should add to your website so that Facebook can:

1. Track and report on your website user activity, such as: page views, content views (viewing product details), website searches, registrations, adding products to the cart, purchases, etc.
2. Retarget website users on Facebook.
3. Find new target audiences/customers for your business.
4. Track and report on conversions generated by your Facebook ads.
5. Automatically optimize your ads for conversions.

Đối với đo lường chuyển đổi OMI Live Talk trên Facebook Pixel thì rất đơn giản, đối với những website đã cài đặt mã pixel đúng cách rồi thì Pixel sẽ tự nhận chuyển đổi trong phần sự kiện tùy chỉnh có tên là: Omi Tracking Form Chat.

Note: If you don’t see Omi Tracking Form Chat in the event list, don’t worry. Switch to the Event Testing tab, enter your website – once the website appears, try submitting the OMI Live Talk chat and return to Pixel. You should see conversions appear within about 2 minutes.

If you haven’t installed Facebook Pixel on your website, follow these steps:

Requirement: Your website must have the GTM script correctly embedded according to Google’s instructions.

Navigate to the Facebook Ads account where you want to install the Pixel code on your website, click on Event Manager.

Copy your Facebook Pixel code, which will look like this, where 759xxxxxxxxxxxx is your Facebook Pixel ID.

<!-- Facebook Pixel Code --> <script> !function(f,b,e,v,n,t,s) {if(f.fbq)return;n=f.fbq=function(){n.callMethod? n.callMethod.apply(n,arguments):n.queue.push(arguments)}; if(!f._fbq)f._fbq=n;n.push=n;n.loaded=!0;n.version='2.0'; n.queue=[];t=b.createElement(e);t.async=!0; t.src=v;s=b.getElementsByTagName(e)[0]; s.parentNode.insertBefore(t,s)}(window, document,'script', 'https://connect.facebook.net/en_US/fbevents.js'); fbq('init', '759xxxxxxxxxxxx'); fbq('track', 'PageView'); </script> <noscript><img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=759xxxxxxxxxxxx&ev=PageView&noscript=1" /></noscript> <!-- End Facebook Pixel Code -->

Access your GTM account and select your website container. Go to the Tags tab on the left side of the GTM interface, select New, click in the middle of the Tag Configuration table. A list of options will appear on the right – select Custom HTML, then paste your Facebook Pixel script into the HTML code insertion box. In the Activate table, click in the middle and select All pages.

Save it with a name of your choice, click Submit, and publish your GTM version. You have now successfully inserted the Facebook Pixel code into your website via Google Tag Manager.

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