UTM tag collection in CRM
UTM tag is a parameter added to a URL to track the traffic source and the effectiveness of advertising campaigns.
Using UTM tags allows you to:
- identify the source of the request;
- evaluate the return on advertising spend;
- analyze user behavior on the website.
Through the ChatApp widget it is possible to:
- collect UTM tags;
- store data in the Personal Account;
- transfer tags to the CRM system.
The prepared text can be configured only through the channels:
- WhatsApp;
- Viber Bot;
- E-mail.
In Telegram Bot and Max Bot only the parameter {clientId} is transmitted. Text transfer is not supported.
Examples of links:
WhatsApp: https://help.chatapp.online/wa-redirect?phone=5521960104492&text=Hello! My request number is {clientId}
Viber Bot: viber://pa?chatURI=chatapp&text=Hello! My request number is {clientId}
Telegram Bot: https://t.me/Chatapp_test1_bot?start={clientId}
E-mail: mailto:example@gmail.com?subject=Request&body=Hello {clientId}
The subject and body parameters allow passing {clientId} for UTM tag synchronization.
Important: in the parameter “clientId” the capital letter “I” is used, not the lowercase “l”.
Transmission of UTM tags to CRM
To transmit UTM tags to CRM via messengers, the following conditions must be met:
- pass the client identifier {clientId} in the message;
- configure Widget 2.0 with the “Send UTM tags” feature enabled;
- or configure the “UTM Tag Collector”.
The number or account specified in the widget settings:
- may not be connected to the ChatApp line — in this case, the tags are stored in the Personal Account;
- must be connected to the line — if data transmission to CRM is required.
Standard UTM tags
- utm_source — traffic source;
- utm_medium — traffic type;
- utm_campaign — campaign name;
- utm_content — ad content;
- utm_term — keyword.
Additional parameters
- widgetId — widget identifier;
- clientId — client identifier;
- referrer — referrer URL;
- url — URL of the page from which the transition was made;
- device — device type (mobile | desktop);
- event — event type (click);
- messenger — selected messenger;
- gaId — Google Analytics identifier;
User identifiers are allowed to be transmitted.
CRM integration
UTM tags are transmitted to CRM when the client identifier {clientId} is present in the open line chat.
If the {clientId} is present in the open line chat, UTM tags are automatically added to the CRM entity (Lead, Deal, Contact, or Company) associated with this open line.
- Connect the channel to an open line via the ChatApp connector.
- Go to the “Contact Center” of Bitrix24.
- Select the appropriate connector.
The tag is added to the page URL after a question mark. For example: https://www.example.com/page?utm_source=yandex. A link with a tag can be placed in ads, social networks, or on a website.
For example, if you add the tags utm_source=google, utm_medium=cpc to a page URL with a form, this information will be written to the Bitrix24 card upon transition.
Creating custom fields
- Go to: CRM → Settings → CRM Settings → Form and report settings → Custom fields.
- Click “Add field”.
- Specify the name in the format: ca_field_name
The ca_ prefix is mandatory.
Important: for the roistat tag, the ca_ prefix is not used.
Standard and custom fields are available in Bitrix24 CRM analytics. More about UTM tags in Bitrix24 can be read here.
In amoCRM, tags are recorded automatically, no additional settings are required.
To view UTM tags:
- Open the deal.
- Go to the “ChatApp” tab.
The tab displays UTM tags and related information.
