Integrations
Google Analytics

Google Analytics integration: conversation results in your GA4 reports

Agenola's Google Analytics integration sends what happens in a conversation (a conversation starting, contact details being left, a ticket, an appointment, a completed conversation) to your Google Analytics 4 data stream as events. You see the results the agent brings in alongside the rest of your site, in the same reports. You connect it in one click with your Google account.

How it works

Google Analytics works in two steps: first you connect it on the Integrations page, then you turn it on for each agent in its Measurement settings tab and choose the data stream events go to. You choose per agent which events are sent: conversation started, contact details left, conversation completed, ticket created, appointment booked, product searched.

You can also define your own event in a step's Tracking tab (product viewed, purchase or a name of your own). If your WooCommerce or Shopify store is connected, an order placed within seven days of the conversation is sent as a purchase event with its value and currency.

Besides sending events, flow steps mark an event as a key event (conversion), and fetch reports and the real-time report for the last 30 minutes from your property.

The connected Google account needs the Editor role on the property.
When an event is first sent to a data stream, the user data acknowledgement Google requires and the setting it needs are completed on your behalf; you don't set anything up in Google Analytics by hand.
The visitor's email or phone number isn't sent to Google Analytics; the visitor is represented by an anonymous ID derived from the session.
When you remove the connection, events and steps in your agents stop; your data in Google Analytics stays as it is.

What it does

This list is generated from the same source as the Google Analytics page in the dashboard: if it isn't listed here, we don't do it with Google Analytics. Flow steps live in the flow editor under Add step → Integrations → Google Analytics.

EventAction · Flow step1

Send event
Sends an event to the data stream you pick; the event is tied to this visitor's conversation. If you give a value, a currency is also required.

Key eventAction · Flow step3

Create key event
Marks an event as a key event (conversion) in the property.
Find key event
Reads the key event's name and how it is counted.
Get key events
Returns the property's key events as a list.

ReportAction · Flow step2

Get report
Returns metrics for the date range you pick as a list, optionally split by dimensions. Without dates, the last 28 days.
Get realtime report
Returns metrics for the last 30 minutes (e.g. how many people are on the site right now).

Example conversations

An appointment shows up in reports as an event

Visitor: I'd like to book a dental checkup for Saturday.

Agent: Saturday at 11:00 or 2:30 pm is available. Which should I book?

Visitor: 11:00, please.

Agent: Your appointment for Saturday at 11:00 is booked.

Behind the scenes: When the appointment is written to the calendar, an "Appointment booked" event goes to your Google Analytics data stream. Mark it as a key event in Google Analytics to count the appointments the agent brings in.

An order after the conversation counts as a purchase

Visitor: Do you have this coat in a size 8?

Agent: Yes, size 8 is in stock. I can add it to your cart.

Visitor: Please do, I'll buy it now.

Behind the scenes: When the visitor completes the order within seven days of the conversation, a purchase event with the order value and currency goes to Google Analytics and is matched with Google Analytics' visitor ID on your site.

Setup

1In Agenola, go to Integrations → Google Analytics, press "Connect Google Analytics" and grant access with your Google account.
2In the flow editor, open the Measurement settings tab, turn on Google Analytics under Platforms and choose the data stream events go to.
3In the Events table, tick the events to send to Google Analytics. Use "Edit event names" if you want different names.

Detailed setup: How do I connect analytics and ad platforms?

Permissions and where your data goes

Sent to Google Analytics: the events you choose, with their names and parameters; for a purchase, the order value, currency, order ID and Google Analytics' visitor ID on your site. Email and phone number aren't sent.
Read from Google Analytics: account, property and data stream lists for choosing; key events and reports when a flow step asks.
Permissions requested: Google Analytics edit (data stream setting, user data acknowledgement, key events) and read (reports). User and account management aren't requested.
Connection details are stored encrypted on the server. Only the workspace owner and admins can connect or remove it. Informing your visitors and obtaining the consent required is your responsibility.

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Frequently asked questions

Do I need to set up tags or settings in Google Analytics by hand?

No. After connecting, choose the data stream in the agent's Measurement settings; the setting needed is completed on your behalf with the first event. You build reports and key events in Google Analytics itself.

Which events can be sent to Google Analytics?

Conversation started, contact details left, conversation completed, ticket created, appointment booked and product searched; plus the events you define on steps and orders placed in a connected store within seven days of the conversation. You choose per agent which ones are sent.

Is the visitor's personal information sent to Google Analytics?

Email and phone number aren't. The visitor is represented by an anonymous ID derived from the session; for a purchase, Google Analytics' visitor ID on your site is used.