Contact Tracking & Lead Generation: From Click to Conversion

This article explains how we track customer interactions and measure which marketing channels generate leads.

The Problem: Attribution Without Tracking

When a customer contacts us, we need to know:

  • Where did they come from? (Google Ads, LinkedIn, organic search)

  • What did they search for? (keyword/query)

  • Which page converted them? (product page, query page)

  • Did they convert? (quote request, purchase)

Without tracking, we can't measure marketing ROI or optimize campaigns.

The Solution: LeadTouch Tracking

We track every contact interaction (see Analytics Tracking) (WhatsApp click, email click, phone call) and link it to:

  • Traffic source: Where the visitor came from

  • Campaign data: Which ad/campaign brought them

  • Conversion: Whether they became a customer

Lead Touch Model

The lead touch model tracks customer interactions before they convert to CRM tickets:

  • Touch types: WhatsApp click, Email click, Exotel expected Phone call

  • Status: Pending, Claimed, Expired

  • Tracking params: gclid, utm_source, utm_medium, utm_campaign, utm_term, utm_content

  • Metadata: IP address, user agent, page URL, referrer

Tracking Flow

The tracking flow captures visitor interactions:

  1. Visitor clicks a contact link (WhatsApp, email, phone)
  2. Check if visitor is a bot (skip if detected)
  3. Create lead touch record with tracking parameters
  4. Store campaign data (UTM params, click IDs)
  5. Link to CRM ticket when visitor converts
  6. Track conversion outcome

Bot Detection

We detect bots using user agent filtering:

  • Bot identifiers: Common bot patterns (bot, spider, crawler, etc.)

  • Skip bot traffic: Avoid false positives in analytics

  • Logging: Log bot detection for debugging

Deduplication

We deduplicate touches within a short time window:

  • Same IP: Prevent duplicate touches from same IP

  • Same user agent: Prevent duplicate touches from same device

  • Same touch type: Prevent duplicate clicks on same link

Tracking Parameters

We capture the following tracking parameters:

  • gclid: Google Click ID (Search ads)

  • gbraid: Google Ads click ID (Shopping ads)

  • wbraid: Google Ads click ID (iOS)

  • fbclid: Facebook click ID

  • utm_source, utm_medium, utm_campaign, utm_term, utm_content

Referrer Extraction

We extract tracking parameters from:

  • URL parameters: Direct parameters in URL

  • Cookies: Stored tracking parameters

  • Referrer URL: Parse referrer for tracking params

CRM Integration

Lead touch records are linked to CRM tickets:

  • CRM ticket ID: Reference to converted ticket

  • Conversion time: When touch was converted

  • Touch data: All tracking parameters stored

Privacy Considerations

We never track personally identifiable information:

  • No email addresses: Stored in tracking

  • No phone numbers: Stored in event data

  • No names: Stored in analytics

  • IP addresses: Used for deduplication only

Summary

Our contact tracking provides:

  • Bot filtering: Skip bot traffic

  • Deduplication: Time-windowed deduplication(1-hour)

  • Tracking params: UTM, gclid, gbraid, wbraid, fbclid

  • Referrer extraction: Parse URL and referrer

  • CRM integration: Link touches to tickets

  • Privacy-first: No PII tracking