Integrating with Google Analytics 4

In order for Liine to send events to Google Analytics 4 (GA4), you’ll need to set up an appropriate GA4 property with an appropriate Data Stream. We will need your measurement ID and the API secret for the data stream. If you don't already have a suitable Data Stream, here's a link on how to set one up. If you need help finding existing credentials, support articles are linked in the table below.

Measurement ID	This can be found in the Google Analytics UI under: Admin > Data Streams > choose your stream > Measurement ID Find your Google tag ID
Measurement Protocol API Secret	To create a new secret, navigate in the Google Analytics UI to: Admin > Data Streams > choose your stream > Measurement Protocol > Create Generate API secrets for Measurement Protocol

Events We Send

Once our implementation team has set up your integration, Liine will begin sending one or more of the following 5 events for the data that we capture. For forms and online bookings, we send over a single event. For calls, we will send 1 or more events depending on the type of call.

Name in GA4	Description
`liine_fti`	Interaction Type: All This is sent for any call, form or online booking if it is the lead's first interaction with a practice.
`liine_form_submission`	Interaction Type: Forms A form was submitted. Sent as soon as we capture the form.
`liine_all_calls`	Interaction Type: Calls (both analyzed and unanalyzed) An answered call has completed. This is sent only for calls where the called party has answered the phone, even if the call went to voicemail. Sent as soon as either party hangs up.
`liine_new_patient_lead_calls`	Interaction Type: Calls (only analyzed) Any call with a new lead has taken place. Sent once the call analysis has been finalized.
`liine_new_patient_booked_calls`	Interaction Type: Calls (only analyzed) A call with a new lead has taken place where the outcome of the call is a booked appointment. Sent once the call analysis has been finalized.
`liine_online_bookings`	Interaction Type: Online Bookings Any online booking interaction that is captured in Liine.
`liine_new_patient_online_bookings`	Interaction Type: Online Bookings Any online booking interaction from a new patient that is captured in Liine.

Parameters we send

Depending on the event sent, we will send over any of the following data that we captured about the call to help you build out conversions or more granular events. We will always send over the Google Analytics client ID if captured during the visitor's journey on a website and when the interaction happened.

Parameter	Description
`start_time`	time the interaction happened
`call_id`	internal Liine ID used to identify the call
`lead_id`	internal Liine ID used to identify the lead
`customer_id`	internal Liine ID used to identify the customer
`interaction_type`	the type of customer interaction - call, form, online booking
`outcome`	the outcome of the call if there is an opportunity to book a new appointment - values can be ‘Booked’ or ‘Not Booked’
`direction`	the direction of the call, inbound or outbound
`initial_marketing_channel`	the first marketing channel touched by the customer
`last_touch_marketing_channel`	the most recent marketing channel touched by the customer
`initial_division`	the first treatment type the customer was interested in
`last_touch_division`	treatment type of the customer’s most recent interaction
`initial_location`	the first location the lead interacted with
`last_touch_location`	the most recent location the lead interacted with
`initial_landing_url`	URL the customer landed on for their first interaction
`last_touch_landing_url`	URL the customer landed on for their most recent interaction
`initial_referrer_url`	URL directing the customer to the landing page for their first interaction
`last_touch_referrer_url`	URL directing the customer to the landing page for their most recent interaction
`duration`	(Calls Only) the duration of the call
`call_type`	the type of call (New Lead, New Lead Follow-up, Existing Patient, Not a New Lead Call) determined after analysis
`first_time_interaction`	if this was the customer's first interaction
`related_form_submission_id`	if the customer has submitted a form multiple times an internal ID will be generated for the same customer linking the multiple forms

Note: When we send over an event, we will always send the event with the time that matches when the call, form or online booking hit our system. For example, if a call happens at 10:30am, and the called was scored at 5pm, the event would be backdated to 10:30am.

Note: If a lead only has one interaction their initial and last touch point will be the same.