Hi, apologies if this is posted in the wrong place, first time posting so please point me in the right direction if so...
We're looking to move to the webchat widget and development will start soon. As a Digital Analyst, I want to know whether it will be possible to track interactions with the widgets using GTM or Adobe Launch but I can't find any documentation other than around deployment through them both.
I was hoping in GA or AA I would be able to see user interaction with the webchat widget on the different pages of the site, interactions from within the widget to know form starts/completes, impressions of the support webchat if it pops up Vs pop up and user starts chat. I was anticipating all these interactions would be passed to the Data Layer and I would then collect the information. Again, found reference to the Genesys Data Layer but nothing linking it to Webchat Widget.
Please can someone advise if the approach I was thinking about is doable, or whether there's a better/different way of doing it.