How to Track LiveChat Leads in GA4

LiveChat logoUpdate July 5, 2023

If you have LiveChat installed on your website, it is crucial that you are tracking the conversations you take part in as goals in Google Analytics so you can track their success. But with GA4 taking over UA in the next few months, we figured we should update this post so it helps you no matter what version you are using at the moment.

Follow the step-by-step instructions below to find out how to connect your account and create goals.

Step 1: Install GA4, Connect LiveChat, and Let it Process

First and foremost, install GA4 on your site by creating a new property in analytics and adding the tracking code to the header of your website. So if you just added the GA4 tracking code to your website today, you are going to have to wait a few days to set up conversions as it starts to digest information from your site.

Next, you will need to make sure that LiveChat is configured with your Google Analytics account.

When logged into your LiveChat account, go to the Marketplace and search for Google Analytics. It will take you to the integration page. Once activated, you will need to click on the setting button to properly enable the two platforms to work together.

You will need to have the tracking ID from the Analytics account you want to sync data with – this can be found in Admin -> Tracking Info -> Tracking Code, and the ID will be at the top of the page. LiveChat has a helpful tutorial on this in case you need more help.

While you wait, something you can do to help is by doing a few test tickets and chats to help GA4 learn.

Step 2: Turn on the Conversion Event

Unlike UA, creating goals for the various LiveChat actions is relatively simple, as GA4 will automatically create conversions based on different events that trigger on your site.

Go to Admin -> Conversions, and turn on the “Mark as Conversion” switch for:

  • Pre-chat survey filled in
  • Ticket form filled in

Note: If these options are not showing up yet, come back in a few days and do some more tests to help the event trigger for GA4.

Step 3: Evaluate Data

Once you have turned these conversions on in your settings, you will be able to track your success by going to Reports -> Engagement -> Conversions, where you will see the different events you enabled:

ga4 livechat goals

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Sarah Blocksidge

About the Author

Sarah Blocksidge

Sarah is the Marketing Director at Sixth City Marketing and has been with the company since 2016. Her main role is to attract more B2B clients for the company via various SEO, web design, and PPC strategies. Over the years, she has been mentioned on HubSpot, Search Engine Land, GoDaddy, Content Marketing Institute, Fast Company, and Mashable.

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