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With Events, you can measure how often Ada helps your customers succeed by tracking actions on your website, both inside and outside of their conversations with your bot.
Tracking Events is helpful for a variety of use cases, such as:
- When customers complete a checkout
- When customers complete onboarding flows
- When customers complete a return
- When prospective customers book a demo request
Or any other customer interaction you want to capture and measure.
Create an Event
Before you can track an Event, you need to create one using the Events Manager.
To create an Event:
- Click on Measure in the menu, then click on Events.
- Click on New Event in the top right.
- Give the Event a name and description. This helps you remember what it is you’re tracking.
The Event Key is automatically generated from the name you enter. If you like, you can change it to be something more memorable or specific. (Event keys are never shown to chatters.)
Track an Event
There are four ways to track an Event.
- In Answers — Using the Track Event block.
- URL Conditions — When users visit specific URLs on your website.
- In Blocks — Directly in handoff blocks and other select Answer blocks.
Track Events in Answers with the Track Event block
With the Track Event block, you can track Events that occur in conversations in your bot.
To use the Track Event block:
- Drag the Track Event block into any Answer.
- Position the Track Event block immediately after where the Event takes place.
- In the Event drop-down, click select or create an Event.
- When a chatter reaches the Track Event block in the conversation, the Event is tracked. The block will not affect the chatter’s experience—Events are invisible to chatters.
- Additionally, you can assign monetary value to Events, either through a fixed value, or using a variable (this must be a number variable). To do so, create a numeric variable. For more on variables, see this article.
Use URL Conditions to track Events when users visit specific URLs on your website
You can track Events by defining them based on visits to a specific URL on your website.
This is useful when the desired action occurs outside of the chat, on your website. You can also assign a monetary value to the Event.
For example, you may want to track when users successfully complete a checkout. If after a conversation with your bot, the chatter lands on a URL ending in “checkout-confirmation,” you can track that as a specific Event.
To track Events when a URL is visited:
- Navigate to the Events Manager and select the Event you wish to track. Alternatively, create a new Event.
- Under the By Visiting a URL section, configure the URLs you wish to map to this Event. You can choose whether to include an exact URL, or what the URL contains, ends with, or a regular expression.
Option Definition Example Exactly Matches This option will look for the exact match of your URL. Query parameters will not be part of the matching logic. Specifying https://www.example.com/checkout in the configuration will match to https://www.example.com/checkout?q=hello and https://www.example.com/checkout/ Contains This option will match URLs that contain your specified string anywhere in the URL. Query parameters containing your Specifying example in the configuration will match to https://www.example.com/checkout and https://www.hello.com?q=example Ends With This option will match URLs ending with your specified string. Query parameters will be ignored for this option.
Specifying /checkout in the configuration will match to https://www.example.com/checkout and https://www.hello.com/checkout?q=example
Regular Expression This option gives you full control in specifying the matching URLs using the regular expression pattern matching language over the full URL, including query parameters. Specifying product[0-8]+[^9]*$ will match any page that includes the string ‘product’ and any number of any length afterwards, as long as the number 9 never appears.
- You can assign monetary value to Events tracked via URLs, as well. This can only be a fixed value, and is not related to the value(s) you might have entered in Track Event blocks.
Note: Make sure that Ada’s Embed script is deployed on all the URLs you want to track, otherwise your Event will not be tracked.
Track Events in Blocks
You can track Events directly in select blocks, such as handoff blocks, the Link block, and the HTTP Request block. A drop-down menu in the blocks lets you select the Event you wish to record when that block is triggered by a chatter.
For all Event trackable blocks:
- Add an Event trackable block to an Answer, and configure it for use.
- [Optional] At the bottom of the block, click the Track Event drop-down menu.
- [Optional] Select the Event you wish to log when the block is triggered.
- Click Save.
A note about tracking Events in handoff blocks:
An Event titled Containment – Handoff to live agent exists by default in the Events view of the Ada dashboard. A chatter escalating to a live agent triggers this event. Handoffs are considered not contained.
When you add a handoff block to an Answer, the Track Event drop-down menu is preset to this default event. You can change this to a different Event, or remove the Event entirely from the block by clicking the trash can icon.
window.adaEmbed.trackEvent(“<event_key>”, <monetary value as number>)
For example, to track an event when a meeting is booked on your website, and assign it a value of $500:
Add this script to your page, and send the Event back to Ada like so:
Click Save Changes to save your configured Event.
Events reporting gives you an overview of all Events tracked during a selected timeframe.
- Navigate to Measure > Reports.
- Select Events Overview Report. The metrics include
Total Count: The number of times the event was recorded (This includes events that occur multiple times from the same user.)
Total Value: The total monetary value of the event
- You can click on the individual event names in the Event Name column to see specific metrics for each Event.
- The individual Event report shows Total Count and Total Value in a chart—which illustrates performance over time. You can toggle between the two metrics using the selector on top right.
To archive an Event, click into the Event you'd like to archive, and in the upper-right, click More Options > Archive Event. Archived Events cannot be unarchived, and reporting will still be available for archived events.