The Tag Tracking feature allows Sophia to automatically identify conversations originating from specific campaigns by applying a tag to the chat based on the first message sent by the traveler after clicking an ad. This automation enables accurate tracking of campaign results across social media and Google Ads.
What is Tag Tracking?
Tag Tracking is a new tool that automatically associates a custom tag with a conversation as soon as it begins with a specific phrase — usually the predefined message configured in a Facebook, Instagram, or Google Ads campaign.
This phrase works as the campaign’s “identifier” and must be the initial message automatically sent when the traveler clicks the ad.
How the identification mechanism works
Sophia identifies campaigns based on the message sent by the traveler, which corresponds to the message programmed.
When this message matches exactly the phrase configured in the automation, Sophia automatically applies the associated tag.
The phrase is identified regardless of the channel through which the user is being assisted. What matters is that the text is exactly the same as the one registered, whether it is sent at the beginning or during the service interaction.
How to configure tag tracking
Follow the steps below to activate tag tracking:
Accessing the tool
Access the tool through AI Studio.
Create the custom tag
Go to the system and create the desired tag in Live Chat.
This tag will be used to identify the campaign’s conversations.
Link the tag to the trigger phrase
In the “New Configuration” screen, select the created tag and insert the trigger phrase — which must be exactly the same as the one programmed in the ad.
Important: It is recommended to copy and paste the phrase directly from the ad platform to avoid errors.
Campaign integration
Fill in the fields and set the trigger phrase using the same phrase from the ad you want to track. Don’t forget to select the tag you created.
Automatic identification
When the traveler clicks the ad, the conversation will start with the programmed phrase.
Sophia will recognize this message and, if it matches the configuration, the tag will be automatically applied to the chat, and the configured response will be sent to the traveler.
Important rules
To ensure the correct functioning of tracking, consider the following rules:
The tag must already be created in the Live Chat before configuration.
It is only possible to apply one tag per conversation when using automatic tracking.
The trigger phrase must be identical to the phrase sent by the ad — with no variations.
It is not yet possible to register more than one trigger phrase in the same tracking setup.
Recommendation: always use copy and paste to ensure the phrase is exactly the same.
Uploading an image is optional.
At the end of the configuration, any conversation initiated by a traveler who clicked on a campaign with the configured trigger phrase will be automatically identified and tagged — enabling more accurate analysis of performance and lead sources.
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