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: |
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 |
How to set up the integration
Navigate to the Integrations page in your Liine dashboard and find the GA4 integration tile. Input your Measurement ID and Measurement Protocol API Secret into the fields.
Pro tips you need to know!
PRO TIP: Change your GA4 session timeout!
How?
In GA4, go to Settings > Data Streams > select your Data Stream > Scroll to the bottom and select "Configure Tag Settings" > Click "Show more" at the bottom > select "Adjust Session Timeout" > change to the maximum allowable time "7 hours and 55 minutes"
Why? It's important!
Liine events often take place after someone has left the website. For example - an outbound call to a form lead often takes place after the lead has left the website. When Liine sends conversion events, GA4 tries to attribute those events to the original session that started the interaction - but that’s only possible if the session is still considered active in GA4’s data model. If the session has already timed out (ended), those events will be treated as unattributed events, which can break your reporting and attribution. Increasing the session timeout will improve the percentage of events that are attributed to their original session.
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.
Event Name | Description |
Liine_AIC (aka Liine All Inbound Calls) | Any inbound call to the practice. |
Liine_FTIC | First call from a phone number never seen before. |
Liine_EP_FS (aka Liine Existing Patient Form Submission) | Form submission from an existing patient. |
Liine_EP_LC (aka Liine Existing Patient Lead Call) | Phone call about a new appointment for an existing patient (no reschedules, no cancelations, etc) |
Liine_EP_BC_or_BF | An existing patient who booked an appointment via phone (inbound call to practice or practice outbound call to lead) |
Liine_EP_OB (aka Liine Existing Patient Online Booking) | An existing patient who booked via an online scheduler. |
Liine_NP_FS (aka Liine New Lead Form Submission) | A form submission from a user not previously in the system. Even with multiple forms from the same lead, Liine avoids double-counting the lead regardless of how many forms they submit. |
Liine_NP_LC (aka Liine New Patient Lead Call) | An inbound call verified as a new lead based on Liine's call audio analysis. Even with multiple calls from the same lead, we avoid double-counting the lead regardless of how many calls they make. |
Liine_NP_BC_or_BF (aka Liine New Patient Booked Call or Form) | A phone lead lead who books over the phone OR a form lead who books over the phone (inbound call to practice or outbound call to lead) |
Liine_NP_OB (aka Liine New Patient Online Booking) | A new lead who booked via an online scheduler |
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 |
| time the interaction happened |
| internal Liine ID used to identify the call |
| internal Liine ID used to identify the lead |
| internal Liine ID used to identify the customer |
| the type of customer interaction - call, form, online booking |
| the outcome of the call if there is an opportunity to book a new appointment - values can be ‘Booked’ or ‘Not Booked’ |
| the direction of the call, inbound or outbound |
| the first marketing channel touched by the customer |
| the most recent marketing channel touched by the customer |
| the first treatment type the customer was interested in
|
| treatment type of the customer’s most recent interaction |
| the first location the lead interacted with |
| the most recent location the lead interacted with |
| URL the customer landed on for their first interaction |
| URL the customer landed on for their most recent interaction |
| URL directing the customer to the landing page for their first interaction |
| URL directing the customer to the landing page for their most recent interaction |
| (Calls Only) the duration of the call |
| the type of call (New Lead, New Lead Follow-up, Existing Patient, Not a New Lead Call) determined after analysis |
| if this was the customer's first interaction |
| if the customer has submitted a form multiple times an internal ID will be generated for the same customer linking the multiple forms |
page_location |
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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.