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Tracking Events

Tracking methods​

GTM We recommend to use Google Tag Manager to access our tracking events.

The easiest way to access the Calls Widget tracking events is to download our complete GTM recipe , then import it to your GTM and change the GA4 Measurement ID variable to your Google Analytics measurement id. That is all you need to do in order to get all events sent into your own Google Analytics 4 property.

For further instructions, see our guide to setup Google Tag Manager and Google Analytics 4 tracking

note

If you are not using Google Analytics 4 but instead the older Universal Analytics (UA) with the enhanced ecommerce events, you can create a tag in your google tag manager that maps these events to the structure with required fields according to the old specification. Learn more about the compatibility here or on this blog

Bambuser specific events​

call_widget_opened​

Emitted when one-to-one widget is opened (a.k.a popup, overlay), either automatically or from customer interaction

{
  eventName: 'call_widget_opened'
}

joined_queue​

Emitted when a client joined a queue.

 {
   eventName: 'joined_queue',
   eventData: {
     currentServingAgents: 1, // Number of agents serving the queue
     currentQueuePlacement: 2, // The clients place in the queue, second in line in this example
     currentQueueId: "QUEUE_ID", // The id of the queue
     currentTicketId: "TICKET_ID", // All customers get a ticket id for every time they enter a queue
   }
 }

left_queue​

Emitted when a client leaved a queue.

 {
   eventName: 'left_queue',
   eventData: {
     servingAgents: 1, // Number of agents serving the queue
     queuePlacement: 2, // The clients place in the queue, second in line in this example
     queueId: "QUEUE_ID", // The id of the queue
     ticketId: "TICKET_ID", // All customers get a ticket id for every time they enter a queue
   }
 }

call_started​

Emitted when a call is established between an agent and a client. Video/audio is setup after this event has been fired.

{
  eventName: 'call_started',
  eventData: {
    callId: "GUID", // the call session id
    agentId: "AGENT_ID", // id of the agent that picked up the call
  }
}

call_transferred​

Emitted when the call is transferred.

{
  eventName: 'call_transferred',
  eventData: {
    callId: "GUID", // the call session id
    agentId: "AGENT_ID", // id of the new agent that call was transferred to
  }
}

call_ended​

Emitted when the call is ended in some way. E.g. a hang up or a disconnect occurred.

{
  eventName: 'call_ended',
  eventData: {
  	callId: "GUID", // the call session id
  }
}

call_widget_closed​

Emitted when the user clicks the "x" to close the one-to-one widget, a.k.a overlay, popup.

{
  eventName: 'call_widget_closed'
}

product_impression​

Emitted when a product is visible to the client. There are two types of impressions. Impressions of type "highlight" is when products are added to the screen in a smaller format or a notification is made to the client that the product is available to view. The "focused" impression is sent when the agent or client interacts with the application so that the client sees only one product in a larger format.

{
  eventName: 'product_impression',
  eventData: {
    ref: {type: 'sku', value: 'PROD123'}, // The type will always be 'sku' in standard integrations
    brand: 'Example brand',
    name: 'My product 1',
    price: { current: 199, original: 299, currency: 'EUR' },
    type: 'highlight'|'focused',
  }
}

entered_contact_information​

Emitted when a client enters their contact information into the a form before or during a call. This event can happen multiple times during a call if they change their information and save again.

{
  eventName: 'entered_contact_information',
  eventData: {
    firstName: 'Jane',
    lastName: 'Doe',
    countryCode: 'US',
    dialCode: '+1',
    phone: '5555551234',
    email: 'jane.doe@example.com',
    locale: 'en-US',
    message: 'Took too long time for you to answer. Please get back to me'
  }
}

nps_feedback​

Emitted when a client submits their answer to the NPS score, 0-10 after a call. The scale indicates that 10 is the highest possible rating, and the rating is the number they picked.

{
  eventName: 'nps_feedback',
  eventData: {
    rating: 8,
    scale: 10
  }
}

thumbs_feedback​

Emitted when a client submits their answer to the thumbs up / thumbs down after a call. The scale indicates that 2 is the highest possible rating (thumbs up), and thumbs down would be represented by a rating of 1.

{
  eventName: 'thumbs_feedback',
  eventData: {
    rating: 1,
    scale: 2,
  }
}

free_text_feedback​

Emitted when a client submits their free text feedback after a call.

{
  eventName: 'free_text_feedback',
  eventData: {
    freeText: 'I loved this service!',
  }
}

book_meeting_click​

Emitted when a client clicks the appointment CTA in the Calls Widget. Type returned will differ depending on chosen button behavior. See values listed below.

  • iframe
  • redirect
  • tab
{
  eventName: 'book_meeting_click',
  eventData: {
    type: 'redirect',
    url: 'https://bambuser.com/docs'
  },
}

booking_selected_time_slot​

Emitted when the client selects a time slot in the booking screen of Bambuser's native bookings.

{
  eventName: 'booking_selected_time_slot',
  eventData: {
    selectedTimeSlot: {
      startDateTime: '2023-10-05T02:15:00+02:00',
      endDateTime: '2023-10-05T02:15:30+02:00'
    },
    selectedTimeZone: 'Europe/Stockholm'
  },
}

booking_completed​

Emitted when the booking has been completed and the client see the confirmation screen.

{
  eventName: 'booking_completed',
  eventData: {
    bookingId: 'abc123'
  }
}

booking_rescheduled​

Emitted when a booking has been successfully rescheduled.

{
  eventName: 'booking_rescheduled',
  eventData: {
    bookingId: 'abc123'
  }
}

booking_canceled​

Emitted when a booking has been canceled.

{
  eventName: 'booking_canceled',
  eventData: {
    bookingId: 'abc123'
  }
}

GA4 E-commerce events​

The Calls Widget emits additional trackng events that follows the the standard of GA 4 Ecommerce events

view_item​

{
  event: 'view_item',
  ecommerce: {
    affiliation: "Bambuser Calls {orgId}",
    items: [{
      item_id: "SKU_1234", // the sku / product id provided during Product Hydration
      item_name: "T-shirt",
      item_brand: "Item brand",
      item_list_id: "bmb_oto_focused" / "bmb_oto_highlight", // Highligt is a small view, focused is a detailed view
      affiliation: "Bambuser Calls {orgId}",
      price: 100,
      currency: 'EUR',
      discount: 12,
      index: 1,
      quantity: 1
    }]
  }
}

add_to_cart​

{
  event: 'add_to_cart',
  ecommerce: {
    affiliation: "Bambuser Calls {orgId}",
    items: [{
      item_id: "SKU_1234", // the sku / product id provided during Product Hydration
      item_name: "T-shirt",
      item_brand: "Item brand",
      item_list_id: "bmb_oto_call_products",
      affiliation: "Bambuser Calls {orgId}",
      price: 100,
      currency: 'EUR',
      discount: 12,
      index: 1,
      quantity: 1
    }]
  }
}

remove_from_cart​

{
  event: 'remove_from_cart',
  ecommerce: {
    affiliation: "Bambuser Calls {orgId}",
    items: [{
      item_id: "SKU_1234", // the sku / product id provided during Product Hydration
      item_name: "T-shirt",
      item_brand: "Item brand",
      item_list_id: "bmb_oto_call_products",
      affiliation: "Bambuser Calls {orgId}",
      price: 100,
      currency: 'EUR',
      discount: 12,
      index: 1,
      quantity: 1
    }]
  }
}

begin_checkout​

{
  event: 'begin_checkout',
  ecommerce: {
    affiliation: "Bambuser Calls {orgId}",
    items: [{
      item_id: "SKU_1234", // the sku / product id provided during Product Hydration
      item_name: "T-shirt",
      item_brand: "Item brand",
      item_list_id: "bmb_oto_call_products",
      affiliation: "Bambuser Calls {orgId}",
      quantity: 1
    }]
  }
}