Chat widgets as leads

If a site runs a chat widget, the conversations are leads too, and Trackfully treats them that way.

How it works

The tracking snippet recognises a supported widget on the page and listens to it. When a visitor sends their first message, a lead of type Chat is created with the same source, medium, campaign, landing page and journey a form lead gets. There is nothing to connect and no vendor account to link: if the snippet is installed and the widget is on the page, it works.

A conversation is one lead. If the widget asks for a name or email before or during the chat, those details are filled into the same lead; they never create a second one. Chat leads carry the visitor's first message where the widget exposes it, so the Lead Manager shows what they asked. Lead alerts and webhooks fire once the lead has a way to reach the person (a name, email or phone), so nobody is told about a lead they cannot follow up.

Supported widgets

Tawk.to, Crisp, Tidio, LiveChat, HubSpot Chat, Olark and Drift. On Settings, Integrations the Chat widgets group shows which of these the snippet has seen on the site and when, so you can confirm detection before a real conversation arrives.

Things to know

• Detection and chat leads need consent, exactly like forms: the snippet does nothing until the site signals it.
• A widget that loads a long time after the page (some lazy-load on scroll) is picked up for the first minute after load; if it appears later than that, the next page view catches it.
• Chats count toward your plan's monthly lead allowance like any lead, and spam scoring applies to them too.
• Using a widget that is not listed? Tell us which one and we will look at adding it.