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      Integrations

      Convirza Actionable Insights, (CAI) integrates with Google Analytics and Zapier


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      Integrations:

      CAI (Convirza Actionable Insights) integrates seamlessly with platforms such as Google Analytics and Zapier, facilitating the synchronization of effortless data.

      To navigate to integrations, please select the Integrations tab on the left-hand panel.

      Google Analytics:

      Google has recently upgraded to GA4 (Google Analytics 4), and as of July 1st, 2023, Universal Analytics (the standard version of Google Analytics) will cease processing new data. GA4 has changed the way Convirza data is collected in two primary ways

      1. Metrics have been reclassified as events as opposed to sessions. This means everything is now an event in GA4.
      2. Google did not make the necessary attribution fields available to 3rd party vendors link CAI in GA4. As a result, we cannot send our source and medium data to their default channels. This means you will not see the source, medium, tracking number name, campaign name, or landing page data for events posted through the GA4 integration natively. Instead, we will send all attribution data, like source, medium, campaign name, etc, as a custom parameter.

      In this document, we will show you how to view events in GA4 and create custom parameters to pull additional data into GA4.

      Getting Started

      You’ll need to have your GA4 property’s Google tag installed on your website as the first step. To accomplish this, follow the few steps listed below.

      1. Create a “Data Stream” within GA4 by accessing “Admin” towards the bottom left and selecting the desired property.
      2. Select Data Streams and click “Add Stream,” next, fill out the stream details and save.
      3. Once saved, click on your newly created data stream and select “View Tag Instructions” under Google Tag. Here you will be given instructions on installing the Gtag to your website.

      Integrating CAI with Google Analytics 4

      CAI integration is group dependent within your CAI account. Follow the instructions below for each group you’d like to integrate with GA4.

      1. Using the breadcrumb in CAI, select and apply the group you wish to integrate with GA4.
      2. Click on the Integrations option from the left-hand panel. Click on the Gear icon on the left-hand on the Google Analytics Tile. If the connected status is shown then that implies the Google Analytics integration is active and if it shows connect that implies it is inactive.
      3. Locate your GA4 property’s measurement ID and API secret to complete the setup within CAI.
        NOTE, to obtain both the measurement ID and API secret, review the steps below
        1. GA4 Measurement ID: Navigate to GA4, click “Admin,” then click “Data Streams,” here, and select the data stream you created in the Getting Started section above. You will find the GA4 Measurement ID on this page.
        2. GA4 API secret: In Data Streams, scroll down and select the Measurement Protocol API secrets tab. Here you will see your API secret value.
      4. Enter the measurement ID and API secret in CAI, as shown in the screenshot below.



      5. Select whether you want to send data for all tracking numbers on your account or only individual tracking numbers. If you select ‘Individual Tracking Numbers, ’ you must set up call actions on the individual numbers you wish to send data for by selecting “Send call for Google Analytics” as the action from the drop-down list.
        1. If sending calls for all tracking numbers, you must select whether to send data for all calls or unique calls only (will not include repeat callers)
        2. Select a minimum duration for sending calls to GA (any call below this value, in seconds, will not be sent to GA)
      6. Press the ‘Save’ button.
      7. Finally, to complete the setup process, you’ll need to receive an event through the integration first. For this reason, we recommend creating a test event (such as placing a call to a tracking number) immediately after activating the integration. This will allow you to see how the data looks in GA4. 
        1. NOTE, to see additional data within GA4, see Custom Dimensions in this document below.

      Depending on the size of your business, integrating with GA4 could take anywhere from an hour or up to a few days to complete.


      You will now see call counts as events populating within GA4. To see this data, navigate to 

      Engagement -> Events. You will see your tracking number name and call counts under “Event Name.”

      Custom Dimensions in GA4

      Besides seeing phone calls as events, CAI can send the following data points to GA4 as custom dimensions.

      Call Type

      Route Name

      Campaign Name

      Source

      Medium

      Referring Website

      Keyword

      Custom Source 1

      Custom Source 2

      Custom Source 3

      Custom Source 4

      Custom Source 5

       

      In the following, we will cover how to set up custom parameters within Google Analytics 4, as well as where to view each data point in reporting.

      Setting up Custom Dimensions

      1. Navigate to the “Admin” button within the desired GA4 property.
      2. Select Custom Definitions.

      3. Click Create Custom Dimensions.

      1. Dimension Name: This will be the name that appears in reports. Be descriptive by entering a name that best represents the created data point. We recommend using naming conventions used in Convirza, for example, Campaign name or Tracking number name.
      2. Scope: Select “Event.”
      3. Description: Optional text used to identify a custom dimension or metric.
      4. Event parameter: Select the desired data point created from the Event parameter drop-down list. For example, to view a campaign name as a custom parameter, select “campaign_name” as the Event parameter, and so on.

      1. 4. Lastly, click “Save.”
      1. Repeat the above steps for each data point. See the table above for a complete list of available custom dimensions for GA4.

      How to view custom dimension data within Google Analytics 4 –

      1. Step one, navigate towards “Reports” within your GA4 property.
      2. Located towards the bottom of the page, select “Library.”
      3. From the list of reports, select “Events.”
      4. On the top right, under Customize Report and Report Data, select “Dimensions.”

      5. From the add dimension drop-down, select the desired custom dimension.

      1. Once selected, click the three vertically stacked dots and select “set as default.”

      1. Lastly, hit “Apply” toward the bottom of the screen to view the custom dimensions call data.

       

      Zapier:

      CAI offers integration with Zapier. Zapier integration allows the calls to be imported through Zapier, and the call-related data can be sent to other Zapier-connected services like Google Sheets, Gmail, Hubspot, Facebook, etc. This service is only available for admin users and can be turned on and off from the billing group.

      In CAI, click on Integrations→Zapier.

      If this tile shows connected, that indicates Zapier integration is enabled for the account. If you click on it you will get the option to disable the zapier integration as shown below.

      If you're already set up as an Admin user in Convirza, you should be good to go to connect zaps with CAI. You can create zaps based on triggers for single or multiple Groups, Campaigns, and Tracking Numbers. Based on the condition, the Zap will trigger all the calls received on the tracking numbers related to those groups and campaigns.

      While creating the Zap, you should be able to see the payload. When testing the Zap, if you do not receive any data, please make a test call on the tracking number per your trigger to ensure the Zap is set up correctly. You will receive minimal data for the pre-call triggers before the call is complete, and post-call triggers will return all the information related to calls, like insights and data append, DNI, etc.

      The following steps will explain how to configure Zapier. Search for Convirza App.

      Select the Event/Trigger from the dropdown and click on Continue.

      Choose the Account from the drop-down or click Create a new account→ Login with the user credentials for the account you would like to connect with Zapier.


      Triggers

      1. Acquired Address Triggers when tracking number will acquire address information over the call.
      2. Acquired Email Triggers when the tracking number will acquire email information over the call.
      3. Acquired Name Triggers when tracking number will acquire email information over the call.
      4. Acquired Phone Number Triggers When tracking number will acquire phone number information over the call.
      5. Agent Name Triggers when tracking number will acquire agent name information over the call.
      6. Agent Politeness Triggers when tracking numbers will acquire agent politeness information over the call.
      7. All Conversion Triggers when tracking numbers will acquire conversion information over the call.
      8. Appointment Set Triggers when tracking number will acquire appointment set information over the call.
      9. Ask for Business Triggers when the tracking number will acquire ask for business information over the call.
      10. Ask for Caller Name Triggers when the tracking number will acquire, ask for caller name information over the call.    
      11. Build Credibility Triggers when tracking numbers will acquire build credibility information over the call.
      12. Call Mined Triggers when a call is mined by the Convirza AI system.
      13. Call Reviewed Triggers when a call is reviewed by a reviewer.
      14. Call Scored Triggers when a call is scored by the Convirza AI system or manually.
      15. Caller HangUp Triggers when tracking number will acquire caller hang up information over the call.
      16. Caller Id Triggers when the tracking number acquires caller ID information over the call.
      17. Cancellation Triggers when the tracking number will acquire cancellation information over the call.
      18. Company Name Triggers when tracking number will acquire company name information over the call.
      19. Determine Needs Triggers when tracking number will acquire determine needs information over the call.
      20. Disposition Triggers when the tracking number will acquire call disposition information over the call.
      21. Duration Triggers when the tracking number will acquire call duration information over the call.
      22. End With Thank You Triggers when tracking number will acquire end with thank you information over the call.
      23. Existing Customer Triggers when tracking number will acquire existing customer or not information over the call.
      24. Internal Call Triggers when tracking number will acquire call is internal or not information over the call.
      25. Left Phone Number Triggers when tracking number will acquire left phone number information over the call.
      26. Left Voice Message Triggers When tracking number will acquire left voice message information over the call.
      27. Left Voicemail Triggers when tracking number will acquire left voicemail information over the call.
      28. Missed Opportunity Triggers when tracking number will acquire missed opportunity information over the call.
      29. More Information Triggers when tracking numbers will acquire more information over the call.
      30. New Customer Triggers when tracking numbers will acquire new customer information over the call.
      31. New Phone Call Received Triggers when tracking number will receive a call.
      32. No Answer Triggers when tracking number will acquire no answer information over the call.
      33. No Answer or Busy Triggers when the tracking number will acquire no answer or busy information over the call.
      34. No Response to Triggers when the tracking number will acquire no response to IVR information over the call.
      35. Triggers when tracking numbers will acquire other information over the call.
      36. Ownership Language Triggers when tracking number will acquire ownership language information over the call.
      37. Personal Call Triggers, when tracking number will acquire information about a call, whether a call is personal or not.
      38. Phone Call Completed Triggers when tracking number will complete a call.
      39. Reached a Voicemail Prompt but No Message Left Triggers when the tracking number will acquire reached a voicemail prompt but no message left information over the call.
      40. Repeat Call Triggers when the tracking number acquires repeat call information over the call.
      41. Rescheduling Triggers when the tracking number acquires rescheduling information over the call.
      42. Ring to Phone Number Triggers when tracking number will acquire ring-to-phone number information over the call.
      43. Robo Dial Triggers when tracking numbers will acquire Robo dial information over the call.
      44. Sales Inquiry Triggers when tracking numbers will acquire sales inquiry information over the call.
      45. Vendor/Solicitor Triggers when tracking number will acquire vendor or solicitor information over the call.
      46. Wrong Number Triggers when tracking number will acquire wrong number information over the call.

      RingCentral:

       

      CAI offers integration with Ring Central. The customer needs to log in with their Ring Central user credentials. Once they connect, calls from their Ring Central Account will be uploaded into CAI.

       

       

       

      HubSpot:


      CAI offers integration with HubSpot. 


      When you click on connect, it allows you to select the number of days the integration will pull data from HubSpot.

      Once Hubspot and CAI are connected, only new calls from CAI will be shown in HubSpot, irrespective of the selected number of days.
      The calls from Hubspot will be shown for the days from the day of (Start of integration) - (Number of days specified) and any new calls after the integration was started in CAI.

      Tenstreet:


      Convirza offers integration with Tenstreet as well. This is a one-way integration from CAI to Tenstreet.

       

      When you click connect, you must add the following information and click save.

      Once this is done, you must select that particular conversation action for the tracking number, or admins can add the same under Settings→Group Settings→Conversation actions settings.

      If anyone has used the previous Tenstreet setup, that webhook needs to be removed from the group, and conversation action must also be removed. Otherwise, the recipient will receive the tenstreet data twice. The below screenshot shows the old setup.

      ServiceTitan:

      Convirza offers integration with ServiceTitan. This is a one-way integration from Service Titan to CAI.

      When you click connect, you must add the following information and click save.




      Once this is done, the status for ServiceTitan will be shown as connected, and the calls from ServiceTitan will be shown in CAI as API unloaded calls.

      8x8:

      Convirza offers integration with 8x8. This is a one-way integration from 8x8 to CAI.

      When you click connect, you must add the following information and click save.

      Once this is done, the status for 8x8 will be shown as connected, and the calls from 8x8 will be shown in CAI as API unloaded calls.

      CallRail:

      Convirza offers integration with CallRail. This is a one-way integration from CallRail to CAI.

      When you click connect, you must add the following information and click save.

      Once this is done, the status for CallRail will be shown as connected, and the calls from CallRail will be shown in CAI as API unloaded calls.