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.
![Document image Document image](https://images.archbee.com/SRR7Dw6jlnoj-xk5jLa7o/K9x8EeJy85_iDEtBG62vy_screenshot-2023-01-11-at-145205.png?format=webp)
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.
![Document image Document image](https://images.archbee.com/SRR7Dw6jlnoj-xk5jLa7o/ow7QmbfT-pUDUnI6n_jIt_screenshot-2023-01-11-at-145712.png?format=webp)
Double check that your data comes through to Google Analytics as wanted.
![Document image Document image](https://images.archbee.com/SRR7Dw6jlnoj-xk5jLa7o/ObUxCEeL__ZDrkuHbJKQb_screenshot-2023-01-11-at-150316.png?format=webp)
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.