Smartsupp Chat GTM Event Listener

Track Smartsupp live chat interactions in Google Tag Manager. Monitor chat open, messages sent/received, and agent status. Capture chatAction and visitorID.

smartsuppchatgtmga4supportecommerce

Event fired

SmartsuppChatEvent

Key variable

chatAction

Smartsupp Chat

Overview

Smartsupp is a live chat solution popular in European markets, with video recording and chatbot features. This listener uses Smartsupp's JavaScript API to track widget interactions and push SmartsuppChatEvent events to the GTM dataLayer.

Event fired: SmartsuppChatEvent Variables: chatAction, visitorID

Common Use Cases

Track chat engagement on European eCommerce sites
Measure chat initiation rates across product pages
Build GA4 audiences from chat users
Combine with Smartsupp's session recording data for UX analysis

Tracked Events

chatAction Value	Description
`chat widget opened`	Widget expanded
`chat widget closed`	Widget minimized
`chat started`	New conversation began
`message sent`	Visitor message sent
`message received`	Agent message received
`agent online`	Agent available
`agent offline`	Agent unavailable

Installation

html

<!-- GTM Custom HTML Tag: Smartsupp Listener -->
<script>
(function() {
  function smartPush(action, extra) {
    window.dataLayer = window.dataLayer || [];
    window.dataLayer.push(Object.assign({
      'event': 'SmartsuppChatEvent',
      'chatAction': action,
      'visitorID': window.smartsupp ? smartsupp('visitor:id') : ''
    }, extra || {}));
  }

  var initSmartsupp = function() {
    if (typeof window.smartsupp === 'undefined') return;
    smartsupp('on', 'chat_open', function() { smartPush('chat widget opened'); });
    smartsupp('on', 'chat_close', function() { smartPush('chat widget closed'); });
    smartsupp('on', 'message_sent', function() { smartPush('message sent'); });
    smartsupp('on', 'message_received', function() { smartPush('message received'); });
    smartsupp('on', 'chat_start', function(e) {
      smartPush('chat started', { chatSessionId: e ? e.data.sessionId : '' });
    });
    smartsupp('on', 'agent_online', function() { smartPush('agent online'); });
    smartsupp('on', 'agent_offline', function() { smartPush('agent offline'); });
  };

  if (window.smartsupp) {
    initSmartsupp();
  } else {
    window.addEventListener('load', initSmartsupp);
  }
})();
</script>

Fire on: Window Loaded.

Data Layer Output

json

{
  "event": "SmartsuppChatEvent",
  "chatAction": "chat started",
  "visitorID": "visitor_abc123",
  "chatSessionId": "session_xyz"
}

Trigger Configuration

Trigger Type: Custom Event
Event Name: SmartsuppChatEvent

GA4 Mapping

GA4 Event	Condition	Parameters
`chat_widget_open`	chatAction = chat widget opened	chat_platform: "smartsupp"

Related Listeners

More Chat Widgets

Artibot AI

artibot_event

Chaport Chat

chaport_Action

ChatBot

chatBot_Interaction

← All Chat Widgets GTM Cookbook →