Integration with Google Analytics (GA4)

We know that tracking the performance of your website to understand how visitors interact with your site and make informed decisions to improve the user experience is crucial for every business owner. Tidio has made it easy for you to integrate Tidio with your Google Analytics 4 (GA4) property to gain valuable insights into your website's performance. 

In this article, you'll learn:

• How to integrate Tidio with GA4
• How to migrate from Tidio’s Universal Analytics integration to GA4 integration
• Where to find Google ID Tag? 
• What Tidio events are sent to GA4
• What Tidio parameters are available in GA4 
• How to test the integration in GA4

How to integrate Tidio with GA4

To enable the integration with Google Analytics (GA4) in Tidio, go to Settings > Integrations tab and click on the Google Analytics tile. 

After accessing the Google Analytics Integration tab, you'll be prompted to enter the Google ID Tag (not mandatory), which will allow you to integrate Tidio with your Google Analytics account seamlessly.

When you provide your Google tag ID, events from Tidio will be sent only to that property, ensuring the quality of integration. If you do not provide one, events will be sent to every single Google Analytics property added to your website.

How to migrate from Tidio’s Universal Analytics integration to GA4 integration

Moving from Tidio’s UA to GA4 integration is very easy. All you need to do is to reintegrate Google Analytics. Here’s a quick step-by-step guide:

1. Log in to the Tidio panel
2. Go to Settings > Integrations
3. Search for Google Analytics Tile. It should be labeled as activated. If it is not labeled as activated, follow the above guide to install GA4 integration from scratch.
4. Click on the Google Analytics tile.
5. Uninstall integration with Google Analytics
6. Now go back to the list of integrations and select Google Analytics again.
7. Provide Google tag ID (not mandatory) and press connect.

You now successfully moved your Tidio integration from Universal Analytics to GA4.

Where to find Google ID Tag? 

Please keep in mind that when you provide your Google tag ID, events from Tidio will be sent only to that property. If you do not provide one, events will be sent to every single Google Analytics property added to your website. Please check Google Analytics Help Center for the most up-to-date information about finding Google ID Tag.

To find your Google tag ID, which typically begins with "G-", follow these simple steps:

1. Sign in to your Google Analytics account.
2. Click on the Admin button.
3. Select your property from the top of the Property column.
4. Click on Data streams.
5. Choose the data stream for which you require the ID.
6. Click on Configure tag settings in the Google tag section.
7. Copy the ID that begins with "G-" or "AW-" from the Your Google tag section.

What Tidio events are sent to GA4

There are several different events that are tracked by the integration. Below we describe the events you can expect to see in your GA4 account. To see the events tracked by Tidio  navigate to your GA4 property and go to Reports > Engagement > Events.

See the full list of Tidio's tracked events below:

tidio_conversation_started

Tracks the first message in the thread that is sent by the visitor, operator, or chatbot.

tidio_conversation_rated

Tracks the visitor who has rated a conversation using emojis. 

tidio_conversation_reply

Tracks a reply in the thread that has been posted. It can be done either by a chatbot or an operator.

tidio_prechat_finished

Tracks a visitor who has submitted the pre-chat survey.

tidio_prechat_started

Tracks Pre-chat survey displayed to a visitor.

tidio_widget_visitor_started_bot

Tracks a visitor who started a bot intentionally.

tidio_widget_close

Tracks a visitor who closed the Tidio widget.

tidio_widget_mute_notifications

Tracks a visitor who mutes notifications.

tidio_widget_open

Tracks a visitor who opens the Tidio widget.

tidio_conversation_{{custom_event}}

Tracks custom events sent by the chatbots after execution of “Custom event node”.

GA4 Event Parameters

Event parameters are additional pieces of information that are attached to an event. By using event parameters, you can gain deeper insights into user behavior and better understand how users interact with the chat widget on your website. 

See the full list of Tidio's tracked events' parameters below:

source

This parameter refers to who is responsible for a message sent to the widget.

Possible values: chatbot, operator, visitor, offline_message

operator status

This parameter checks if any of the operators added to the project is online or offline.

Possible values: online, offline

rating

This parameter checks visitors' ratings of the conversation.

Possible values: 1, 2, 3, 4, 5

email

This parameter checks if the pre-chat survey asks your website visitors for your email.

Possible values: true, false

phone 

This parameter checks if the pre-chat survey asks your website visitors for their phone number.

Possible values: true, false

name

This parameter checks if the pre-chat survey asks your website visitors for their names.

Possible values: true, false

consent_visible

This parameter checks if the pre-chat survey asks your website visitors for a marketing consent.

Possible values: true, false

department

This parameter checks if the pre-chat survey asks your website visitors for selecting a department. 

chatbot_name

This parameter informs you about the name of the chatbot that sent a message to a visitor. Is added if source = “chatbot".

message_type

This parameter informs you about the type of message node used in chatbot. Is added if source = “chatbot"

node_name

This parameter informs you about the name of the message node in your chatbot builder. Is added if message_type is not empty.

operator_id

This parameter informs you about the ID of an operator participating in the thread. Added if source = “operator”

visitor_id

This parameter informs you about the ID assigned to a visitor by the Tidio widget.

thread_id

This parameter informs you about the ID of a thread started. Please keep in mind that thread_id is currently passed with rated event only.

custom_parameter

A custom parameter used in the custom events sent through chatbot node Custom GA event (available soon).

How to test the integration in GA4

Testing the integration between Tidio and Google Analytics 4 is an essential step to ensure that data is being accurately tracked and reported.

Once you have integrated Tidio with your GA4 property, play with the widget on your website to trigger one of the events from the list above. 

Open GA4 panel and head to realtime preview. You'll see there a section with live events. When you play around with Tidio widget, you’ll see events appearing.

When you click on tidio events, parameters added to those events will appear. In Google Analytics 4, parameters are additional pieces of information that can be attached to events to provide more context and detail about user behavior on your website or app.

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When you click on a parameter name, you will see values than have been sent to those events in those parameters.