You can collect information about the lead from different sources if you know his User ID. You can use your system ID (email, phone number, bonus card number or any other unique user IDs) as User ID.
You can combine data from online and offline channels (CRM, CMS, site, processing system) while transferring it to Carrrot.
You can use your system ID, email, phone number or any other unique option as User ID. There are two rules:
- User ID must be unique for every lead
- User ID can't be replaced. For example, if lead can change his email, that his email can't be used as User ID.
- User ID doesn't have to be a number, you can use 255 symbols in it. We would recommend using a numerical ID.
Read more about transferring User ID into our service in the developers section.
Knowing User ID will let you to combine information about a lead who visited your site from different devices.
A lead is considered as anonymous if he didn't leave any data about himself. In this case Carrrot will track his activity via cookies. If a lead will clear cookies or will enter your site via another device or browser, the system will consider him as anonymous. It means nothing in case with real anonymous leads, but it is sad to loose connection with actual leads when they just visit your site via another device. That's when merging is needed.
In order to merge leads you need to set User ID transfer to our service. Read about how to configure leads bonding in developers section.
Let's check how it works.
You have a client Andrew. He is your client for a really long time, often makes purchases and you know quite a lot about this guy. However, today he visited your site via another device. All his actions are recorded to a card of anonymous lead. As soon as you transfer us his User ID (when this lead logs in) Carrrot will immediately recognize this lead as Andrew and transfer all his actions from anonymous card to his actual card.
What will happen with leads information
- All events will be recorded in chronological order.
- Email, name and phone number will be changed to the last one (if they differ) and the event "email/name/phone number is changed" will appear. Thus you can see old and new properties.
The following operations occur with other properties:
|Property||Value||How to bond|
|$name||Name||Last (replace if appear in anonymous)|
|Last (replace if appear in anonymous)|
|$phone||Phone||Last (replace if appear in anonymous)|
|$last_seen||Last activity, last event date||Max of the dates|
|$last_contacted||Last contact, last reply date, date of last sent message to the lead (including auto message)||Max of the dates|
|$last_reply||Last lead's reply date||Max of the dates|
|$conversations_emails||Number of email conversations||Amount|
|$conversations_chats||Number of chat conversations||Amount|
|$conversations_popups||Number of conversations with pop-up type||Amount|
|$sessions||Number of sessions||Amount|
|$user_id||User ID||Take the merged one|
|$score||Number of points (rating)||Amount|
|$initial_referrer||The first source (referrer)||Take the merged one|
|$initial_referrer_domain||The first source (referrer), domain only||Take the merged one|
|$initial_utm_campaign||First UTM Campaign parameter||Take the merged one (if not defined take new)|
|$initial_utm_source||First UTM Source parameter||Take the merged one (if not defined take new)|
|$initial_utm_medium||First UTM Medium parameter||Take the merged one (if not defined take new)|
|$initial_utm_content||First UTM Content parameter||Take the merged one (if not defined take new)|
|$initial_utm_term||First UTM Term parameter||
Take the merged one (if not defined take new)
|$email_unsubscribed||Unsubscribed from emails||via AND|
|$avatar||File name with avatar||Last|
|$social_vk||URL of VK page||Last|
|$social_facebook||URL of Facebook page||Last|
|$social_fourqsuare||URL of Foursquare page||Last|
|$social_googleplus||URL of Google+ page||Last|
|$social_pinterest||URL of Pinterest page||Last|
|$social_twitter||URL of Twitter page||Last|
|$cart_amount||Cart amount (integer)||Amount|
|$viewed_products||Viewed items (list of items names)||List merge (possibly set)|
|$cart_items||Shopping cart (list of items names)||Last (replace if appear in anonymous)|
|$last_order_status||Last order status (integer)||Last (replace if appear in anonymous)|
|$last_payment||Last order amount (integer)||Last (replace if appear in anonymous)|
|$revenue||All orders amount (integer)||Amount|
|$profit||Revenue per lead (integer)||Last (replace if appear in anonymous)|
|$group||Group||Last (replace if appear in anonymous)|
|$discount||Discount (integer)||Last (replace if appear in anonymous)|
|$orders_count||Number of orders (integer)||Amount|
|$tags||Tags||List merge (possibly set)|
|app_id||Application ID||Does not change|
|$event_<id>_count||Number of completed events||Amount|
|$event_<id>_first||First event date||Minimum of the dates|
|$event_<id>_last||Last event date||Max of the dates|
Since the cookies are stored for 150 days, even if Andrew sign in after 149 days after his last visit via phone and you immediately transfer his User ID to us, all his actions and other data for this period will be transferred to his card.
You can merge lead cards manually in the Lead section. Remember that you won't be able to call off the merge and it's impossible to merge two leads with User ID.
- Find lead cards you want to merge using segmentation or search. Emails or phone numbers are usually used for search.
- Mark the chosen lead cards. Note that you can merge only 2 cards at a time.
In the additional menu choose "Merge two leads".
- Choose the main lead, whose data will be recorded into a lead card of the merged lead. The second lead will be deleted that's why make sure that he is offline.
- Check the data that will be moved and that will be deleted. All the properties in the table are grouped like that:
- contact information;
- custom properties;
- system properties.
- Press "Merge leads" button. This process may take some time.