User Guide


Events: Customer Actions

An event occurs when a user interacts with a website or app. This is very important because it enables you to monitor changes in your customers' behavior.

An event is an interaction that occurs on the web or in the mobile app.

Let me give you an example. A user visits your site and browses through several detailed product pages. When the customer scrolls down and looks at the details of the product, but he/she hasn’t decided to add the item to the shopping cart or click the buy button.

In this case, what would an offline store do? If a customer is hesitant in a particular corner, an employee will approach them and ask if there is a product they are looking for, and recommend a product to encourage them to buy.

The same thing should happen online. If you want to adapt to your customers' circumstances, you need to be able to understand their behavior. If you create an event that matches with customer’s need and send it to Channel Talk, we can receive this information and talk to the customer at the right time to induce the next action. It acts like a retail associate in an online store.

Understanding customer behavior is key to business success. Use events on Channel Talk to optimize services and enhance customer experience.

One of the reasons events are powerful is because of their properties. A property is a sub-information describing an event. With property data, you can get a more detailed picture of your events and help you make better decisions.

Basic Events are provided by default in Channel Talk with no development required. These values are automatically tracked when Channel Talk is installed on a site or app.

  • PageView: Occurs when a customer arrives on a specific page

  • UserChatOpen: Occurs when a customer starts a chat

  • MarketingView: Occurs when a customer views a marketing message

    • Message: For bubble messages, it will be captured if the customer clicks the message. For full-screen messages, it will be captured the moment it appears on the website.

    • Text: It will be captured by clicking on a link in the text. (* It will not be captured by just receiving text messages)

    • Mail: If the customer opens the mail, it will be captured (If it is a Gmail, it may not be captured)

  • MarketingClick: Occurs when a customer clicks on a URL link included in a marketing message

    • It will be captured when the customer clicks the media such as links, photos, and YouTube links included in the message. However, email is not supported.

  • MarketingGoal: Occurs when the event value set as the goal in the marketing message is reached.

  1. Copy the URL you want to verify.

  2. Enter the URL in and click Check.

  3. The URL after “Canonical URL” is the page of the address.

In the case of a web builder that can install Channel Talk from the App Store, the event value set on the builder website is automatically sent to Channel Talk. The event value sent by each builder is different, so please refer to the installation guide.

After creating an event using the JavaScript SDK, make Channel Talk recognize the event.

If you use Google Tag Manager provided by Google, you can create events to use in Channel Talk

(A Step-by-step guide: How to set up GTM)

  • You can find out which page the customer came from before starting the chat. (Learn more)

  • You can send marketing campaign messages according to the customer’s actions. (Learn more)