Record when a visitor gives their email in the Crisp Live Chat widget, and see it on that visitor’s journey next to the channel and landing page that brought them.
SourceTrack listens for Crisp’s email-changed event in the browser. It records that a chat lead was captured. It never reads or forwards the email address, the visitor’s name or any chat message.
Why connect Crisp with SourceTrack
- Automatic event listener: Listens to Crisp’s JavaScript events on the page without extra code.
- Real visitor actions only: The event counts only after the visitor has opened or started the chat, so an email your own site sets for a logged-in user does not create a lead.
- Campaign association: The chat lead sits on the same journey as the visitor’s source, medium and campaign.
- Unified journey replay: See pageviews, form submissions and the chat lead in order on one timeline.
What SourceTrack records
- A chat lead event: A journey event named
chat_lead_captured, with Crisp as the provider. - Acquisition context: The visitor’s first-touch and last-touch source, referrer and landing page, as for any visit.
What SourceTrack does not do
- It does not read the email address, the name or any message text.
- A chat lead is a journey event. It is not a counted conversion, and it is not sent to ad platforms or to a CRM.
Step-by-step setup
Step 1: Install Crisp and SourceTrack
Make sure both your Crisp Chat code and the SourceTrack snippet are loaded on your website.
Step 2: Nothing else to configure
SourceTrack attaches to Crisp’s user:email:changed event on page load. No custom code is required.
Step 3: Test it
Open your site in a new private window, open the chat and enter an email. The chat lead appears on that visitor’s journey in SourceTrack.
What you will see in SourceTrack
Open the visitor’s journey from your leads or visitors view. The chat lead shows up as a step labelled Chat lead captured, with a small chip naming the widget that captured it (Crisp). It sits in time order between the pageviews before it and any later step, so you can read the whole path: the ad or search that brought the visitor, the pages they browsed, and the moment they gave an email in the chat.
How it works under the hood
The SourceTrack tracker runs in the visitor’s browser. After the page loads it looks for the Crisp script on the page and, when it finds it, registers Crisp’s user:email:changed event through $crisp.push. It retries about every half second, for up to roughly five seconds, so a widget that loads a moment after the tracker is still picked up.
It also registers two engagement signals, chat:initiated and chat:opened. A change of email only counts after the visitor has started or opened the chat during that page load. This is why an email your own site sets for a logged-in user does not create a false lead.
When the callback fires, the tracker sends one small event, chat_lead_captured, with the provider name, the page address and path, and the visitor and session ids it already uses for every pageview. Each callback is written to take no arguments at all, so the email, the name and the message text are never even handed to SourceTrack’s code. Repeats of the same event on the same page are de-duplicated.
Test it end to end
- Add both the Crisp code and the SourceTrack snippet to the same page.
- Open a new private window and visit the page through a link with UTM tags, for example
?utm_source=test&utm_medium=email&utm_campaign=chat-check. - Open the Crisp chat box so the chat is started.
- Type an email address into the chat when Crisp asks for it.
- In SourceTrack, find the visitor and open their journey. Check for the Chat lead captured step and the Crisp chip.
Common problems and fixes
- Do Not Track, Global Privacy Control or missing consent. The tracker sends nothing for that visitor. Test in a window without those signals.
- The SourceTrack snippet is not on the page that has the widget. Both scripts must run on the same page. Check the page source for the snippet, not just the site’s home page.
- The widget loads very late. SourceTrack watches for only a few seconds after page load. A widget injected much later, for example after a delayed tag manager rule, can be missed. Load it earlier or without the delay.
Related guides
- How to track UTM parameters in Crisp
- Troubleshooting tracking problems
- All integrations
- UTM validator tool
Frequently Asked Questions
Does this work if Crisp is loaded via Google Tag Manager?
It can. SourceTrack looks for the Crisp script on the page for a few seconds after load, so as long as Crisp and SourceTrack both run on the same page, the event is picked up.
Are chat leads sent to my CRM or to ad platforms?
No. A chat lead is recorded as a journey event only. SourceTrack does not read the email address or the chat text, so there is nothing to forward, and a chat lead is not counted as a conversion.
Why did a signed-in user not create a chat lead?
Crisp also fires its email event when a site sets the email itself. SourceTrack ignores a change until the visitor has started or opened the chat on that page, so a page that boots Crisp with a known email does not produce a lead on every load.
