Setting up Smart Parameters for Chat

Smart parameters allow you to pass data fields from your Chat URL directly into your CRM. This extends Chat beyond the standard UTM parameters, enabling you to send any data field value through the update or create record node and into your CRM.

Table of Contents

• How Smart Parameters Work
• Setting Up a Smart Parameter
• Appending Parameters to Your Page URL
• Verifying the Data in Your CRM
• Common Use Cases
• Good to Know

How Smart Parameters Work

Smart Parameters let you append key-value pairs to the page URL where your Chat is embedded. When a visitor completes the chat journey, those values pass silently through the update or create record node and into your CRM.

The data does not pre-fill any form fields within the chat journey itself. Unlike Concierge or ChiliCal links, where parameters can pre-fill fields, Chat smart parameters operate behind the scenes – the visitor does not see them.

Setting Up a Smart Parameter

The data field you want to map must already exist in your Chat configuration.

1. In the Admin Center, go to Data Fields in the left-hand menu
2. Select the Data Field you want to receive the parameter value (e.g., LinkedIn Campaign ID). 
   1. If you have not created it yet, you can do so by clicking the Create Data Field button in the top-right.
3. In the Smart Parameter field under Additional Settings, enter the parameter name you want to use in the URL (e.g. campaign_id).
4. If required, map the Data Field to Salesforce fields to have the provided data saved to such fields.
5. Publish once done

Appending Parameters to Your Page URL

Add the Smart Parameter as a query string to the page where your Chat is embedded:

https://yoursite.com/pricing?campaign_id=512301234

You can append multiple smart parameters by separating them with &:

https://yoursite.com/pricing?campaign_id=512301234&gclid=def456

When a visitor opens this URL and completes the Chat journey, the values are collected alongside any data gathered through the journey itself (e.g., email from a form step) and passed into the CRM.

Verifying the Data in Your CRM

After a visitor completes the chat journey:

1. Under Chat in your workspace's left-hand menu, open Logs. You will see the smart parameter value listed alongside other collected fields (e.g., LinkedIn Campaign ID from the URL parameter, email from the chat form).
   
2. In your CRM, check the corresponding record. The Smart Parameter value will appear in the field mapped to that data field.
   

Common Use Cases

• Campaign attribution – Pass identifiers like GCLID (Google Click ID) or LinkedIn parameters such as ACCOUNT_ID and CAMPAIGN_ID to trace where a lead came from.
• Source tracking – Append internal tracking codes or partner identifiers that are not collected through the Chat Journey itself but are needed in the CRM for reporting.

Good to Know

• Smart Parameters do not pre-fill form fields within the  Chat Journey. The data passes silently to the CRM, so visitors do not see or interact with these values.
• Each Data Field that should receive a URL parameter must have its own Smart Parameter name configured.
• The Smart Parameter name in the URL must match the value entered in the data field configuration.
• Your Chat Journey must include an Update or Create Record node for the data to reach your CRM.