GA 4 and DataLayer

In this post you can find documentation on how Serviceform works with Google Analytics, Google Tag Manager and Datalayer.

What is Google Analytics 4

Google Analytics has been the go-to website analytics tool for years, and the latest version Universal Analytics came out in 2012 - but in 2023 Google Analytics 4 is going to replace Universal Analytics globally. Universal analytics will be removed on July 1, 2023. What is the difference: - More privacy focused - Hard to setup - Bounce rate is dead, user engagement is the new thing - Cookieless management - Event tracking changes

Our partners have a lot of work to replace the scripts.



Google Tag Manager

Googles product for managing scripts / tags and third party tools on your website. Tags

Triggers

DataLayer

A way to store events. Can be foun

By default serviceform chatbots and forms send the following events to datalayer.

• Interaction - 'chat start' Interaction with any chatbot.
• Lead - 'chat complete' Lead / submission. Practically chat is completed.
• Live chat - 'live chat' A live chat between agent and end-user.
• Redirect - 'redirect' Redirect from a chatbot or form to any outside or in page url.

Practically they are sent as DataLayer events. For example:

To use these in Google Tag Manager, all you need to do is add a trigger and tag.

This should have the event name from the datalayer push before: serviceform

You should set it to trigger on All Custom Events. Now all default serviceform events are triggering this trigger.

Tag type: Google Analytics: GA4 Event Add your configuration tag, or your configuration measurement ID (You can find this in your GA 4 admin data streams website settings).

And event parameters. You can modify these to your needs. In the example we use the event name {{DLV - chatProgress}} which will be any of the values mentioned before based on the users trigger. For example: live chat, chat started, chat complete, redirect.



Double check that your data comes through to Google Analytics as wanted.

Due to the power of Google Tag Manager you can also customise these much further by adding logic to the tag configuration. You could for example change Event name: Serviceform {{DLV - chatProgress}} To make separation from your other events.