Exceed.ai fires events for the following Chat activities:
Event Label (value in brackets will be replaced with real-time values)
Chat Window Opened
Chat Window Opened – Auto Start – <True/False>
Option Selected - <Button Text>
Chat Window Closed
Chat initiated - <UserId>
Meeting Set – Rep Name - <Rep Name>
Rep took over
Rep took over – Rep Name - <Rep Name>
Question asked – Question - <Question Text>
Lead asked for support
Email address provided
If you are interested in tracking these chat activities in GA4 kindly go over the following steps:
You should create two dimensions to accommodate Exceed events.
Go to Configure -> Custom definitions
Click on "Create Custom Dimension" button
Dimension name: Exceed Webchat Event Label
Event parameter: event_label
Click on "Create Custom Dimension" button again:
Dimension name: Exceed Webchat Event Category
Event parameter: event_category
Your custom definitions part related to Exceed should look as follow:
You also need to create a custom event to accommodate all events which are fired by the Exceed chat.
Go to Configure -> Events
Click on "Create Event"
Choose your data stream
Click on the "Create" button
Custom event name: Exceed_Webchat
Matching conditions: event_category equals Exceed.ai Webchat
Your custom events part related to Exceed should look as follow:
Add GA Support to Exceed Chat Script
Assuming you already have your Exceed Chat Script installed on your website, all you have to do is to add your GA4 stream measurement ID to the script.
Your stream measurement ID is found under Admin -> Data Streams -> Selected Data Stream as explained here. Here is what it looks like:
You should copy the ID which starts with G-
Once you copied this ID, simply place it in your chat script in the following way:
<script id="exceedChatWidget" src="https://chat.prod.exceed.ai/exceedChatWidget.js?sequenceid=<current sequence ID> gaid="<your GA4 stream measurement ID>"
Note that if you are using Google Tag Manager, you should add the gaid as a query parameter as explained here.
That's all :)
Feel free to reach out with any questions using the chat on the right.