Send chat events to Google Analytics

Steps

1

Turn on the switch

Settings → Websites → pick your site → Install tab. Turn on "Send events to Google Analytics" at the bottom. No measurement ID is asked for: Lunachat does not load its own Google script, it writes into the setup already running on your page.

The switch is per site. If your main site has Analytics and your outlet store does not, leave it off on the second one.

2

Know which events are sent

Five events, all prefixed with lunachat_: lunachat_chat_opened (the visitor opened the chat window), lunachat_conversation_started (the first message created a conversation), lunachat_message_sent (another message in the same conversation), lunachat_lead_captured (the visitor left contact details), lunachat_rating_submitted (the satisfaction survey was answered, with a single score parameter from 1 to 5).

3

Find the events in GA4

In Google Analytics go to Admin → Data display → Events. New events can take up to 24 hours to appear in that list; if you do not want to wait, start a chat on your site and watch it land in Reports → Realtime.

To count one as a conversion, use the "Mark as key event" toggle on the right of the same list. lunachat_lead_captured is the right pick for most businesses.

4

If you use Tag Manager

When gtag.js is not on the page but Tag Manager is, events go into the dataLayer. In Tag Manager create a Data Layer Variable for the event name, build a trigger on it and attach your GA4 event tag.