Short answer
To attribute web chat, define which conversation counts as a lead and preserve its identity and relationship to the visit. Verify capture and source in WhatConverts before reporting; automatically opening the widget does not represent an enquiry.
Key verification: Test a valid conversation, empty opening and replay without duplicating leads.
Sources and limitationsA chat opening automatically does not prove someone requested information. To attribute website chat leads, first define which conversation counts as a lead and preserve its relationship to the visit. This guide proposes a capture test with WhatConverts before adding the channel to an agency’s reports.
Define the lead you will record
Choose an observable event: for example, a submitted conversation containing a sales enquiry and a way to respond. Keep the automated greeting, visitor–agent conversation and subsequent qualification separate. If the same visitor writes again, preserve the conversation identifier to determine whether it is a continuation.
The lead identifier should let you find the original chat. Do not use email alone as the key: one person can make different enquiries, and a conversation can start before they provide contact details. Collect only the information needed to respond and measure its source.
The integration WhatConverts documents
TheChat Tracking documentation lists availability in Plus, Pro and Elite plans and recording chat leads alongside other channels. Check availability in your account before budgeting for implementation.
For external widgets, the third-party chat guide requires the tracking script, widget-specific code and, in many cases, Zapier. It lists integrations such as Crisp, Intercom and Tawk.to. Follow your platform’s specific instructions; installing the general script does not prove chats are already being captured.
Original acceptance matrix
| Test | What to observe | Acceptance criterion |
|---|---|---|
| Visit without writing | Open widget | Does not create a sales enquiry |
| Chat from a URL with test UTM values | Conversation and source | The lead retains the test campaign |
| Conversation continuation | Original identifier | Does not duplicate the lead for each message |
| Visit without an observable source | Attribution fields | Remains unknown; no campaign is invented |
| Tracking restriction | Permitted behaviour | Respects privacy settings and documents attribution loss |
This matrix is our own proposal. Use fictional data in a test environment and remove it from commercial reports. Record widget, version, date, entry URL and expected identifier so each check can be repeated.
Separate capture, attribution and outcome
Correct capture demonstrates that a record arrived; correct attribution requires checking its source. Neither proves a sale. Add human review for sales enquiry, support, spam or pending status, and link the opportunity when it actually exists.
Fictional example: ten recorded conversations include two questions from existing customers and three enquiries without reply details. Report ten conversations and separately report verified sales enquiries. Dividing sales by widget openings would produce a metric with mismatched units.
When to add chat to reporting
Accept the integration when you can follow a test enquiry from its initial visit to its conversation and check duplicates and omissions. WhatConverts may fit if you need chats and calls in one lead record; if you only need to answer messages, first evaluate your existing widget. CallsIQ has not run these tests in a WhatConverts account. Sources reviewed on 4 October 2026.
Sources and limitations
Documentary review: . Content type: Documentation-based guide with original resource.
Sources describe terms and capabilities stated by their owners. Proposed protocols and fictional examples do not establish product tests performed by CallsIQ.
- Chat Tracking documentationwww.whatconverts.com
- third-party chat guidewww.whatconverts.com
Check current terms
Consider these options if they solve the problem described. Confirm features, limits and availability in your country.
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Official sources, explained calculations and clearly labelled examples. Read about our methodology and use of AI in writing.