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The JavaScript embed automatically adds the visitor’s campaign parameters to links your agent shares back to your website. A visitor arriving from an ad can follow a pricing or signup link in chat without losing the campaign that brought them in.

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Set it up

Install the JavaScript embed on every page of your website, including campaign landing pages. Use the current snippet from Channels → Install → Website widget, with embed.js?v=5 or later.
No extra instructions or identify calls are needed. Tracking works for anonymous visitors and visitors you identify with a signed token or hash. Keep your existing identity setup.

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What gets saved

The embed reads these five parameters when its script runs:
  • utm_source
  • utm_medium
  • utm_campaign
  • utm_term
  • utm_content
It saves the first nonempty set in your website’s sessionStorage, under centillion:utm:v1. Navigating to another page or arriving from a different campaign in the same tab keeps that first campaign. If the first page has no UTMs, the first later page with UTMs supplies them. Resetting the chat keeps this campaign. When a published chat reloads to start a new conversation, the embed sends the saved parameters to the widget again. Selecting a different agent release for that conversation does not clear the campaign stored on your website. Values last for the tab session. The embed ignores unrelated query parameters, blank values, and individual values longer than 1,000 characters. It preserves accepted values exactly, including spaces and non-English text, and URL-encodes them when adding them to a link. If browser settings block session storage, the embed can still use the current page’s UTMs. It cannot keep them across page loads in that case. Tracking applies to web links in agent replies, including replies as they appear, action buttons, and product links. The destination must have the same hostname as the website hosting the embed. For an embed on example.com, a link to shop.example.com is a different hostname and stays unchanged. Relative links resolve against the website page where the chat is open. Existing query parameters and fragments stay on the link. If a link already has one of the visitor’s UTM keys, the saved visitor value replaces it without adding duplicates. Links to other websites, email addresses, telephone numbers, and in-page anchors stay unchanged. Visitor messages also stay unchanged. When there are no saved UTMs, links keep their original destinations. This feature requires the JavaScript embed on your website. A bare iframe, Help page, Center Stage, and the dashboard Playground do not receive campaign parameters from your website.

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Test on your website

  1. Open your website in a fresh tab with ?utm_source=test&utm_campaign=embed_check in the address.
  2. Ask the agent for a link to a page on that website, such as pricing.
  3. Copy the link address. It should contain utm_source=test and utm_campaign=embed_check.
  4. Navigate to another page on the same website without UTMs and ask again. The link should still carry the same campaign values.
  5. Reset the chat, wait for it to load, and ask for another link to your website. The new conversation should still use the same campaign values.
  6. Ask for a link to another website. That link should stay unchanged.

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Troubleshooting

If campaign parameters are missing, check that the landing page runs the current embed script. In that page’s developer console, inspect sessionStorage.getItem("centillion:utm:v1"). A missing value means the embed has not captured a campaign in this tab, or storage is unavailable. To repeat a test with a different campaign, clear the stored value with sessionStorage.removeItem("centillion:utm:v1"), then reload the landing page with the new UTMs. Changing the address alone does not replace a campaign that the embed already captured. If the saved values look right, compare the link’s hostname to the website hosting the embed. They must match exactly. Test through the widget on your website so it can receive that page’s campaign parameters.
Last modified on October 20, 2026