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Tracking Quicktext “Chat Open” Event via GTM + GA4

Goal Send a GA4 event every time a visitor opens the Quicktext chat on your website.

Part 1: Google Tag Manager (GTM) Setup

Step 1: Open Google Tag Manager

  1. Log in to Google Tag Manager.
  2. Open the container used on your website  (ex. GTM-XXXXXXX).

Step 2: Create a Timestamp Variable

Optional. Only useful if you want to send the timestamp to GA4.

  1. Go to Variables → New.
  2. Type: Data Layer Variable.
  3. Name: DLV - velma_timestamp / Data Layer Variable Name: timestamp.
  4. Save.


Step 3: Create a Trigger

This trigger listens for the velma_chat_open event. 

  1. Go to Triggers → New.
  2. Name: Trigger - Velma Chat Open
  3. Type: Custom Event / Event name: velma_chat_open
  4. Fires on: All Custom Events
  5. Save.

Step 4: Create the GA4 Event Tag

This tag sends the event to GA4.

  1. Go to Tags → New.
  2. Name: Tag - Velma Chat Open (GA4)
  3. Tag Type : Google Analytics 4 – Événement
  4. Configuration :
    • Configuration tag: select your existing GA4 Configuration tag
    • Event name: velma_chat_open
    • Event parameters (optional) : timestamp → 0
  5. Triggering: select Trigger - Velma Chat Open
  6. Save.

Step 5:  Test using Preview Mode

  1. Click Preview in GTM.
  2. Enter your website URL and start the test session.
  3. On the site, open the Quicktext chat.
  4. In Tag Assistant, you should see:
    • a velma_chat_open event in the event list
    • The tag  Tag - Velma Chat Open (GA4) under Tags Fired

Step 6: Publish

Once the test is successful:

  1. Click Submit → Publish.
  2. Give the version a name (ex. Velma Chat Open Event).
  3. Publish.

Optional: Verify in GA4

Test events first appear in DebugView / Realtime.

  1. Open GA4 → Admin → DebugView (while Preview Mode is active).
  2. Check that the velma_chat_open event is being received.
  3. After a few hours, you will also see it in Reports → Events.


Part 2 : Google Analytics 4 (GA4) Setup

Step 1: Mark the event as a conversion

Goal: track chat openings as an important business objective.

  1. Open GA4.
  2. Go to Admin → Events.
  3. Find the event velma_chat_open.
  4. Enable “Mark as conversion.”

You will then find this conversion in Admin → Conversions and in your GA4 reports.


Step 2: View the event in GA4

GA4 automatically registers new events as soon as they are received.
So if  velma_chat_open is already coming through, there is nothing to create manually.

  1. Go to Admin.
  2. Click Events.
  3. You will see  velma_chat_open  in the list once it has been collected (sometimes after a few minutes or hours).
  4. The event is now recognized in GA4.


💡 Important checks before starting

Before configuring the velma_chat_open event, please make sure of the following:

1) Check that the correct GTM account is connected

  • Make sure you are logged into the right Google Tag Manager account (the one managing the website).
  • Confirm you are working inside the correct GTM container installed on your site (e.g., GTM-XXXXXXX).

⇒ If the wrong container is used, tags will not fire on the website.

2) Check that the correct GA4 property is used

  • Ensure you have access to the right Google Analytics 4 property.
  • Verify that the GA4 Measurement ID (G-XXXXXXX) configured in GTM matches the correct website.
  • If your organization has multiple GA4 properties, use the one that already collects traffic from this site.

⇒ A wrong Measurement ID means events are sent to the wrong property (or won’t be visible).

3) Check access permissions

To complete the setup:

  • You need Editor/Admin access in GTM.
You need at least Editor access in GA4.