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Integrating with GTM & GA4

Learn how to set up Google Tag Manager and Google Analytics 4 integration.

If your site’s Google Analytics code was set up with Google Tag Manager, follow these steps to forward Brightcall events to GA4.

First, open Widgets → Behavior in the Brightcall Dashboard and turn on Modern GA and GTM events. Click Save.

Modern GA and GTM events in the Brightcall Dashboard

Find your GA4 Measurement ID

Open Google Analytics, then go to:

Admin → Data collection and modification → Data streams → your web data stream

Illustrative GA4 navigation to Data streams

Copy the Measurement ID. It starts with G-, for example:

G-ABC1234567

Do not use a Google Tag Manager container ID beginning with GTM- or a legacy Universal Analytics ID beginning with UA-.

GA4 web data stream Measurement ID

Do not create a Google Analytics Settings variable. It is a legacy Universal Analytics variable and may show a “Tracking ID is in the wrong format” error when you enter a GA4 Measurement ID.

Verify your Google tag

  1. In Google Tag Manager, open Tags and find the Google tag connected to your GA4 web data stream.

  2. If a Google tag is already configured for that stream, use it. If it is missing, click New, choose Google tag, and enter your GA4 Measurement ID (G-XXXXXXXXXX) in Tag ID.

  3. For a new Google tag, select Initialization – All Pages in Triggering and click Save.

  4. Use the same GA4 Measurement ID in the GA4 Event tag below.

Create the GA4 Event tag

  1. Open Google Tag Manager for your website and create a new tag.

  2. Choose Google Analytics: GA4 Event as the tag type.
    In Measurement ID, enter your GA4 Measurement ID:
    G-XXXXXXXXXX

In Event Name, enter the Brightcall event you want to track:

  • CONVOLO_OPEN_BY_TIMEOUT — popup opened by timeout

  • CONVOLO_OPEN_WHEN_LEAVING — popup opened when the visitor tried to leave the site

  • CONVOLO_OPEN_FROM_API — popup opened through an API call

  • CONVOLO_OPEN_FROM_TOOLTIP — popup opened from the phone-button tooltip

  • CONVOLO_OPEN_FROM_BUTTON — popup opened by clicking the phone button

  • CONVOLO_CALL — callback successfully ordered

  • CONVOLO_CLOSE — popup closed

Create the trigger

Create a new trigger and choose Custom Event as the trigger type.

Set the event name to the same Brightcall event used in the GA4 Event tag. The names are case-sensitive and must match exactly.

Rename the trigger as you want—for example, CallEvent—and click Save.

Attach the trigger to your GA4 Event tag:

  1. Open the GA4 Event tag you created.

  2. Click Triggering and select the matching Custom Event trigger. For example, for a tag with Event Name set to CONVOLO_CALL, select the trigger whose Event name is CONVOLO_CALL.

  3. Click Save to save the tag with its trigger.

Repeat the procedure for all the events you need.

Test the integration

  1. In Google Tag Manager, click Preview and connect Tag Assistant to your website.

  2. Interact with the Brightcall widget to generate the event.

  3. Confirm that the matching CONVOLO_* event appears in Tag Assistant.

  4. Confirm that the GA4 Event tag fires.

  5. Check GA4 DebugView to confirm that GA4 received the event.

Test on the website or a production-mode staging page. The Brightcall built-in test page may suppress analytics events.

If the event does not appear, confirm that Modern GA and GTM events is enabled. You can also open the browser console, enter dataLayer, and look for the corresponding CONVOLO_* event.

Once the test succeeds, click Submit and Publish in Google Tag Manager to apply the changes to your website.

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