Form Step Tracking

Automatically mark a lead as converted when they complete a form on your website — confirmed by the user's own actions, not just the conversation.

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Form Step Tracking

Form Step Tracking lets the widget detect when a user completes a form (or any step-by-step flow) on your website, and automatically mark that lead as converted.

The conversion is confirmed by the user's own action on your site. This is a direct, more reliable signal than relying only on the automatic analysis of the conversation.

How it works

1. The widget installed on your website listens to the form steps you configure.

2. When the user completes the final step, the widget sends a "form completed" event.

3. When the call ends, the system matches that event with the call from the same browser session.

4. If there's a match, the lead is marked as converted.

Setting it up

Form Step Tracking is configured in the widget settings of each campaign:

1. Open the campaign and go to the Widget configuration.

2. Scroll to the Form Step Tracking section.

3. Add one row per step of your form, indicating:

   • HTML tag — the tag of the element the user interacts with (e.g. button, form).

   • Element id — the id of that element (e.g. step1-form, confirm-btn).

4. The widget automatically listens for submit and click events on those elements — no extra code is needed on your website, only the tag and id of each step.

5. The last step in the list is treated as the completion event ("form completed").

How to find the tag and id of an element

On your website, right-click the form step you want to track (for example, the final "Confirm" button) and select Inspect. The highlighted HTML shows the element's tag (e.g. <button>) and its id attribute — that's the pair you add in the configuration.

If the element doesn't have an id, your web team will need to add one so it can be tracked.

Good to know

• The widget sends the "form completed" event in every campaign type, but it only changes the lead's outcome in Digital Journey campaigns (digital flow + call). In other campaign types the event is logged, but it does not affect the result of the lead.

• Setting this up requires identifying the correct tag and id of each step by inspecting the HTML of your website. Your team can do this, or ours can help during onboarding.