If you’re using Google Analytics or a similar solution on your backend to track inbound traffic sources, you can setup UTM and other custom parameters so that they are dynamically appended to each URL your agents send from the Grata console.
Setup unique parameters for each channel, each agent, and each content type on the Grata backend. For retail clients, this should allow you to track a product referral from an agent through to a conversion, and run an incentive sales program on top of Grata.
Content Type Tracking
Open the Grata Admin Tracking page and in the first field, enter the domains you want Grata to track. We will only append your tracking parameters for your own domains.
The rest of the page has four sections for the different types of links that can be sent from Grata: link cards, Mini-Program cards, links in your quick replies, and links that agents type or copy/paste into the Grata console. Consider using a unique utm_content label for each type of content and also use another parameter on this page with a value for all of your links (eg. “livechat”). This will allow you to view all the referral traffic from Grata, as well as drill down on the other parameters as needed. If you select “other”, you can write your own string of parameters and values (eg. “team=CC5®ion=1&config=5”).
The Tracking page sets your default values for each content type. If you, for example, manually enter your own parameter on a Link Card that conflicts with your Tracking page, the Link Card value will override the Tracking page value.
On the Grata Team page, click to edit an agent profile. At the bottom there is a Tracking field where you can select the parameter you which to use for agents. After selecting the parameter, enter a value for this agent.
WeChat Official Accounts, WeChat Mini-Programs, and web chat all have a field to select a parameter and designated value for these channels. For WeChat OAs and MPs, click on the account on the WeChat page and edit the last row.
For web chat, open your web chat backend editor, and on the first tab, first column, at the bottom find the row for URL tracking, select your parameter, and enter the value.