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How to Track the Entry Point of Customers with the Instant Chat-enabled Channel Form

Articles related to customization are written for a technical audience who have experience in web development. Knowledge of HTML, CSS, and JavaScript are required.

If a customer can ask for assistance from multiple websites, the ICLoader.Tracking0 field may contain, for example, the identifier of the website that the customer visited. This may provide an opportunity to collect statistical data on how customers try to connect to a technician.

  1. In the Administration Center, go to the Channels tab.


  2. Copy the sample code from the Custom Live Support Forms with self-hosted Instant Chat text box.


  3. Modify the value of the ICLoader.Tracking0 parameter in the following line:


    ICLoader.Tracking0 = "12345678"; /* optional */

    The value parameter of the ICLoader.Tracking0 field can be 64-characters long by default and can only contain numbers.

  4. Paste the modified code sample into the HTML code of your website.


Article last updated: 27 September, 2022