What's on your integrations wish list?
Brianna Weaver
Community team
CallRail has over 50 integrations, but we're always open to exploring how to bring your call insights to more of the platforms you use every day. Don't see the applications you use most on the list? Drop your wish list below!
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Hey Jon!
I answered this on your post in the Integrations topic.
This is not a request for a new integration but an enhancement to the GA4 integration. Since Google is not supporting custom events from the API Measurement Protocol as documented by Robin here. That means we're not able to modify the event data inside GA4. We get what we get from CallRail.
The main problem I need to solve is that the event (and conversion) value is empty. This makes all of my reporting dashboards inaccurate. All other conversion actions on the website like form submissions, file downloads, link clicks, etc. have a dollar value tied to them but calls from the website are all zero. I understand that we can work around this with Conversation Intelligence but it's unreasonable to pay $50/month to send a single static value to GA4.
I'd like to request that the GA4 integration settings have a field for a default event value that is sent to GA4. When this Google bug was discovered last year, CallRail implemented the option to separate first-time and repeat calls, which was fantastic and much appreciated. If we could set a default value for a phone call (ideally separate values for first-time and repeat), that would satisfy the basic requirement for GA4. Setting a default value for GA4 events is basic functionality for other third-party tools and this seems to me like something CallRail should support without a costly add-on.
OK, so now I do have an idea for a new integration. This would also solve my previous issue while dramatically expanding CallRail's power.
Integrating with Google Tag Manager would be a game-changer. I just tried out automation rules for the first time. While there is some cool stuff we can do there, it would be incredibly powerful if one of the actions could be firing a custom event in Google Tag Manager. This is a feature that I've used with some other third-party tools, and it gives me complete control over my conversion tracking. It would totally make the $50/month for Conversation Intelligence worth it.
Here's an example of what this might look like. This is a screenshot of the integration between Gravity Forms and Google Tag Manager. At a minimum, the ability to fire a custom event would be fantastic. But if we could also pass parameters (call duration, conversation type, number, caller id, etc.), that would be even better. This would bypass the GA4 bug with the API Measurement Protocol. We wouldn't need to handle the events in GA4 if we could handle them in GTM.
Example:
Hey Jon,
Glad to hear you gave Automation Rules a try!
I appreciate you providing your use case and an example of how a Google Tag Manager integration would work for you. It's really helpful for our team to understand how you intend to use the integration.
Unfortunately, this would only work for actions that happen directly on the website and can be measured with a click, page view, scroll, etc. That's why it would work with something like Gravity Forms since the event is attached to a button click/submit. Phone calls and text messages are offline events because they aren't always associated with a button click or action that can be measured as website activity. For those reasons, we would need to use the Measurement Protocol API (which is what the current GA4 integration uses).
Ah, that makes sense. Thanks for the reply, Ariane.
In that case, having more options to control the GA4 events is crucial. In another direct conversation with support, I mentioned some shortcomings with the Automation Rules. For example, it's not possible to trigger automations for only first-time calls, which seems like a huge oversight. Also, the list of actions is not very substantial. Overall, I think the value of the feature is quite low, given its price. I hope to see some new features soon. I appreciate the time and feedback from all of the support folks over the past few days on this issue.
Hey Jon,
I'm glad to hear you've had a good experience working with our Support team so far!
Thank you for following up with your feedback on Automation Rules. I completely understand the need to have a trigger for first-time callers only, and I've got great news for you there! I checked with my team, and we are looking to add first-time callers as a criteria in Automation Rules sometime in Q2. We'll also be looking to add additional data points to Automation Rules to make them more flexible for our customers' varying needs.
I'll keep you updated here when I know more.
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