Marketing source tracking

Is LiveChat able to capture UTM parameters and send to salesforce? I want to track the online marketing sources that drive visitors to chat.

Hi @abernard,

We don’t provide such an option on default, but I passed your question to our tech support, and they will check how such parameters can be captured in your case.

Please wait for the update.

Any update?

Hi @abernard,

Sorry for the delay, but a teammate responsible for the case was out of office.

At the moment, we do not have the native option that would gather the UTM parameters and send them over for Salesforce. However, we have a workaround that we can offer. It will require:

  1. Zapier account;
  2. Development team/experience;

but if you have two of those, it can be done. :slight_smile:

So, first of all, you will require the account with Zapier that will allow you to integrate LiveChat with Salesforce through Zapier.

This is necessary, as our integration does not have the option to pass over the custom variables as a separate object. Once you have that in place, there are two separate ways that you can follow:

  1. If the UTM parameters will be added to the page on which your customer started a chat, you can map the Start chat URL field with the custom field of your Salesforce lead or a contact. By doing that, you will be able to see whether the customer has started a chat on your website, after being redirected from the campaign of some sort

  1. This workaround is a little bit more advanced (developers skills are needed):

You can write your custom script that would load the UTM parameters from the front of your website, and then pass it over as variables on your website on which you are using LiveChat. By doing that, you’ll be able to use those variables and pass them over to LiveChat (which can be done with the use of our set_custom_variables method:

https://developers.livechatinc.com/docs/js-api/#set-custom-variables).

By doing that, the chat transcript sent to Zapier -> Salesforce will include a separate “visitor_custom_variable” object that you’ll be able to map with the custom field of your Salesforce. This workaround requires a lot more work, but it has got one huge advantage: when the customer will navigate through your website, and your script will make sure that the UTMs are kept as variables, they will always be passed over together with the transcript. Whereas, when the customer visits your page from Google -> then navigate to a different subpage -> and only then he/she will start a chat, the UTM parameters will be lost from the chat_start_url.

And one more thing:
In case that you’d like to follow the second approach, here’s the article that will tell you how to write a script that will gather the UTM and pass them over as variables:

https://www.analyticsmania.com/post/transfer-utm-parameters-google-tag-manager/ – it will require some work to link it with LiveChat, but it’s a good start.

If you need more info related the custom development on your side, we can send you more details.