Chat goals

If you transmit chat data to Yandex Metrica, you can use special goals to configure campaigns in Yandex Direct and statistics tracking in Yandex Metrica more flexibly.

When you upload chat conversion data for the first time, the service automatically creates a special Chat goal. This auto-goal then appears on the goal management page in the Yandex Metrica interface. The Chats goal can take into consideration any chats in WhatsApp, Telegram, or Viber. The name and description of the goal can be whatever you like if the data is transmitted via the Yandex Metrica API.

You don't need to create a separate goal manually: Yandex Metrica will recognize uploaded chat events and start counting conversions.

You can add the Chat goal to all Yandex Metrica reports. You'll be able to view conversion metrics (conversions, achieved goals, and so on) for this goal. It's also possible to use the goal and its conversions to optimize your ads, adjust this goal and its conversions so that they only trigger for specific chats, and add new goals of this type.

If you need other data to track chats, you can manually create a new goal in addition to the existing one. You can edit the names of goals or delete them from the list in Yandex Metrica at any time.

To view goal statistics, use the Conversions report and add the goal to other Yandex Metrica reports. The data is displayed in reports after the information is received by Yandex Metrica — within 24 hours.

Creating a goal manually

To track chats with criteria other than those set by Yandex Metrica, you can create goals yourself.

Note

By default, you can't create a goal named Chat manually. It will appear in the list of available goals only after chat data is transferred to Yandex Metrica.

To create a goal:

  1. In Yandex Metrica, go to the Goals page in the left menu.
  2. Click Add goal.
  3. In the Name field, enter a name for the goal to create.
  4. Select the Chat goal type.
  5. Specify the conversion conditions for the goal.
  6. Click Add goal. The created goal will appear in the list of goals. Yandex.Metrica will start collecting statistics on it within a few minutes.

Conversion conditions

Set the conditions that must be met simultaneously for a conversion to occur:

  • Messenger: WhatsApp, Telegram, Viber, or All.
  • Chat answered: Not important, Answered, or Missed.
  • Label:
    • matches. Specify the tag in full, for example, test-chat.
    • contains. Specify a part of the tag, for example, chat. Use this method if there are multiple similar tags and you need to track all the associated chats.
    • begins with. Specify the beginning of the tag value, for example, test-.
    • regular value. Used to track tags corresponding to custom templates.
  • Revenue: in the specified currency.

Restrictions

  • This type of goal can’t be used in Multi-step goals.

  • A maximum of 200 goals can be set for each tag.

  • The service registers a user reaching the same goal on the same counter no more than once per second.

  • During a single user session, the service can register up to 1000 offline conversions and 400 online conversions created for the tag.

  • If you edit the tag or a goal, all the previously collected information does not change.

  • If you delete a goal, information collected for it is no longer available in reports.

Learn more

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Goals in Yandex Metrica work the same way for any sources. Perhaps there aren’t any users who have completed the goal from this source yet.

The recommendations did not help

Please note: Our support team will never initiate a call to you. Do not follow any instructions of people who call you and introduce themselves as the Yandex Metrica support team.

This might happen for the following reasons:

  • The goal condition in Yandex Metrica doesn't cover all the possibilities. For example, the goal is set as going to the order confirmation page, but the site also allows instant checkout without visiting this page.
  • The site user has a browser plugin that blocks the Yandex Metrica tag, so this user isn’t counted.
  • The user has an antivirus system with strict privacy settings.
  • The user has a slow internet connection, so the Yandex Metrica tag didn’t load on the target page.
The recommendations did not help

Please note: Our support team will never initiate a call to you. Do not follow any instructions of people who call you and introduce themselves as the Yandex Metrica support team.

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