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How to Track Conversation Source from Multiple Websites

Wai Ting Yong Updated by Wai Ting Yong

In this article, you’ll learn how to track which website or landing page each conversation comes from, even if you're using multiple widgets of the same channel on multiple websites.

A business can use a Growth Widget on its website or landing page to allow visitors to start communicating with them via their preferred channels. If you're using the same Growth Widget on multiple websites or landing pages, you’ll know that it is difficult to track from which specific website or landing page a visitor initiated a conversation.

Discover how one setting can help you gain total control of website tracking, allowing you to gain insights on where each conversation begins.

Refer here if you’d like to learn more about Growth Widget.

Prerequisites

  • You must have the Owners or Managers access level to be able to create Growth Widgets or configure its settings.
  • To create a Growth Widget, the respective channel must have already been connected to the Workspace. For an example, if you want to create a Facebook Widget, you must connect your Facebook Page to the Workspace beforehand.

Process Steps

Step 1: Create and Configure a Growth Widget

Create and configure a Growth Widget by following these steps:

  1. Go to Settings > Workspace Settings > Growth Widgets > Click +Add Widget.
  2. Select a widget and click Create Widget.
You can create a single-channel widget to allow visitors to contact you using only that particular Channel, or create a Multichannel Widget to provide more Channels that visitors can choose from to contact you.
  1. Configure the Growth Widget:
    • Website Domains: Fill in the website or landing page where you want the widget to be displayed.
    • Choose your channels: Select an available Channel based on the selected widget.
  2. Click Advanced Settings to display additional configurations. The key point in enabling the website-specific conversation tracking is by defining this field:
    • Pre-Filled Text: Type the unique message for this widget. This is the message that the visitor will see when they start a conversation from the website or landing page defined.
    Pre-Filled Text
Pre-filled Text is only available for Channels that allow pre-filled messages to be defined, such as WhatsApp and Viber.

Step 2: Install the Growth Widget

Install the Growth Widget on your website or landing page by copying the widget script code and pasting it into your website’s or page’s code. This website is the same one defined at Website Domains at Step 1.

Step 3: Repeat the Process

Repeat Step 1 and Step 2 for each website where you want to use the Growth Widget. Remember to fill in a unique pre-filled text for each widget so that you can identify the source of the conversation.

For more detailed information of the steps, refer to this page.

Examples of Use Cases

The following are use cases that can benefit from this:

Support and Information Requests

Let’s look at the step-by-step process:

  1. A visitor lands on a help article on your website.
  2. The visitor wants assistance or more information related to the content, so he clicks the Growth Widget on the page, and then clicks the WhatsApp icon.
  3. WhatsApp (either the app or web version) is opened and populates a new message with a pre-filled text, e.g. "[Link to help article on website] - I just visited this link and I have some questions. Can you help me out?". The help article link is dynamically filled based on the specific page the visitor was on.
  4. The visitor reviews the pre-filled text and is allowed to add some personal notes, and then sends the message.
  5. You receive the message on your business's WhatsApp account. The pre-filled text lets you know which help article is generating the inquiry.
Support and information requests scenario

Appointment Scheduling

Let’s look at the step-by-step process:

  1. A visitor navigates to a specific car's landing page on your website.
  2. The visitor wants more information or to book a test drive, so he clicks the Growth Widget on the page, and then clicks the WhatsApp icon.
  3. WhatsApp (either the app or web version) is opened and populates a new message with a pre-filled text, e.g. "Hi! I would like to book a test drive for [Car model] on [Link to the landing page of the car]". The car model and link are dynamically filled based on the specific page the visitor was on.
  4. The visitor reviews the pre-filled text and is allowed to add some personal notes, and then sends the message.
  5. You receive the message on your business's WhatsApp account. The pre-filled text lets you know exactly which car the visitor is interested in. This helps in tracking the cars that are driving appointment bookings.
Appointment scheduling scenario

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