This document outlines the steps that need to be taken in order to set up a client on Google Analytics 4 or GA4. 

The purpose of this document is to have a detailed step-by-step guide that can be followed whenever a client requests to set up their GA4 account with our Live chat systems.

Disclaimer- Cannot be shared with the client.

• What is GA4 integration

In context of Live chat, GA4 integration refers to sending Lead / Non-Lead information to the client’s GA4 account. This is done so that the client can track the performance of their websites and make informed decisions based on that data. The client sometimes asks for additional tags besides the generic Lead / Non-Lead. In this case, we can only send tags that are marked in Livechat and are a part of operations. If not, the operations team will need to be involved to check if it is possible for them to add additional tags.

• Flow of Integration

· Client reaches out to us with a request to integrate their GA4 with our Livechat services.

· We require read on access to GA, the Measurement ID & Client Secret to set this up, so we share the following document with the client: GA4 Chat Integration Steps - CommVerison.pdf

· Once the client share the required access, we first ensure that we have the correct details by logging into out GA4 ID and checking if we have access to view the client’s GA dashboard.

· We then set up the GA4 integration on the Master CDN using the steps outlined below in this document.

· Once the set up is done, we take a couple of test chats to ensure the data is going through as expected, following which we keep the account under observation for 24 hours.

· Once the 24 hours are up, we check the account to ensure the data from the previous day is reflecting in the client’s dashboard.

· If everything is in order, we send out an email to the client confirming that the integration is now up and run.

• Instructions to use Master CDN Setting:

· Navigate to the Master CDN using this link - https://cdn.commversion.com/

· Login using the credentials provided. If needed, please reach out to the tech team for access.

· Search for the client’s name using the search bar provided and click the account

· Click Edit

· Scroll down till you see the Tags & Google analytics Integration section

· Make sure the tag is “Enabled” and GA4 is selected in the radio button

· Debug Mode should always be “off”. This is used by the developers only if there is some issue with the integration.

· The API Secret and the Measurement ID provided by the client should be added in the next two fields. Please triple check the values as these are the most important part for the integration to work.

· The next field is for the tags that need to be sent to GA. This should be typed in exactly how it is in Livechat. (The tags are currently Case Sensitive)

· Click Save and the integration should be complete.

· In the scripts section below add another script as follows https://cht-srvc.net/cdn/@commversion/libs@0/dist/lc-ga-tags.js 

P.S: There is one script that is added by default to every client on the Master CDN but is crucial for this system to work that is – 

If the GA integration is not working, it might be worth looking into and checking if this script is included for the client. 

• Debugging common problems

If the GA integration is not working as expected, please try the following 3 checks to know if everything is in place before reaching out to the tech team

1. Check and ensure that the Measurement ID and API Secret are correct.

2. Ensure that the lc-gtm.js script exists in this account.

3. Check live chat to ensure that the GA session ID is picked up in the custom variable section by LC.