How to get started?

Log into Google Analytics as an administrator and select the relevant GA4 property. GA4 properties will be numbers only, and Universal Analytics will be in the UA-xxxxxx-x format.

In the left-hand sidebar, select Admin

Under the Property column, select Data Streams

Select to Add a Web Stream 

Once the stream has been created, select to display Data Stream

Provide CCL with the measurement ID and the measurement protocol API secret value

• The Measurement ID will be found in the top right of the page

• Scroll to Additional Settings at the bottom of the page, then select Measurement Protocol API secrets. This option will only be available if you have administrator privileges

Click Create

Add an appropriate nickname such as “Client Chat Live integration” so the purpose of the API Secret is clear and does not get deleted inadvertently in the future, then click Create

Locating Events

 Once chat data is sent into GA4 there will be new events available in the GA reporting; this can be seen under Engagement > Events 

Events

chat_start is when the lead inputs their name and starts a chat on your site. Analytics for this will display whether they finish the chat (leave contact info) or not. 

• This count may not match your lead count because we "mute" chats that contact information is not obtained or is suspected to be spam.
  

chat_lead  when a chat lead is completed and sent through, Google tracks this information as a conversion. 

chat_open_sms - is when the lead inputs their mobile number and starts an SMS chat from their desktop. Analytics for this will display whether they finish the chat (leave contact info) or not. 

desktop_sms_lead - This event is sent when a lead is completed and sent that originated from starting a chat using their desktop “Text Us” button.

mobile_sms_start - is when the lead inputs their name and starts a chat from their mobile device. Analytics for this will display whether they finish the chat (leave contact info) or not

mobile_sms_lead - when a chat lead started from a mobile device is completed and sent through, Google tracks this information as a conversion. 

spanish_chat_start - when the lead inputs their name and starts a chat in Spanish from their desktop. Analytics for this will display whether they finish the chat (leave contact info) or not. 

spanish_chat_lead - when a chat lead uses the Spanish chat option and that chat is completed and sent through. Google tracks this information as a conversion. 

exit_intent_chat_start - when a visitor starts a new chat by using the exit intent feature, whether they finish the chat (leave contact info) or not.

exit_intent_chat_lead - when a chat lead uses the exit intent feature and that chat is completed and sent through.  Google tracks this information as a conversion. 

facebook_chat_start - when a visitor starts a new chat via the Facebook Messenger integration, whether they finish the chat (leave contact info) or not. 

facebook_lead - when a lead is started from Facebook messenger and is completed and sent through, Google tracks this information as a conversion.