Google Analytics 4

With Google Analytics 4 connected, conversation milestones arrive in your GA4 property as events: chats started, funnel stages, leads, handovers and paid links. No names, phone numbers, emails or messages are sent.

Connect

1. In GA4, open Admin → Data streams and pick your web stream.
2. Copy the Measurement ID (G-…, not the numeric stream ID).
3. On the same screen, create a Measurement Protocol API secret and copy it.
4. Go to Settings → Integrations → Google Analytics 4 and fill in Measurement ID, Measurement Protocol API secret and Collection region (global or eu).

Note

Google does not confirm the API secret. After connecting, open Reports → Realtime or DebugView in GA4 and check that the first event arrives.

Events

The integration page lists the events under Events sent to Google Analytics. Turn each one on or off and rename it if you like:

Moment	Default event name
A conversation starts	chat_started
The conversation reaches a funnel stage	chat_stage_reached
A lead is captured	generate_lead
The agent hands over to your team	chat_handoff
A conversation is closed	chat_closed
A payment link is paid	purchase

• Event names: letters, digits and underscores, starting with a letter, at most 40 characters.
• Lead is captured at sets which funnel stage counts as a lead (qualified, offer sent or goal). Only stages your agent’s template declares are ever reached.
• Events are sent from our server as each moment happens.

Visitors and users

• On web chat, if your site already uses Google Analytics, events are attributed to the same visitor (as separate server events, not inside their browsing session).
• On other channels, each conversation counts as a new user.

Disconnect

Disconnecting stops the events. The API secret stays in GA4 until you delete it there.