WhatsApp links
Create tracked wa.me links that open a chat with your business, and see which conversations, leads and conversions each link brings.
A WhatsApp link (also called a tracked link) is a wa.me link that opens a WhatsApp chat with your business, with a short code already typed in. When the customer sends that code as their first message, IconEngage knows which link brought them. Put the link in an ad, your social bio, an email or on your website.
Open your links
Go to WhatsApp › WhatsApp links. The page is headed Tracked links.
| Column | What it shows |
|---|---|
| Label | Your name for the link, with the full link underneath. |
| Code | The code the customer sends. |
| Conversations | Conversations the link has opened. |
| Leads | How many of those were marked as leads. |
| Conversions | How many were marked as converted. |
| Created | When the link was created. |
Counts can take up to fifteen minutes to update.
How the code works
- The customer's first message must be exactly the code. Capital letters and extra spaces are ignored.
- A code is unique in your organisation, and is never reused after its link is retired.
- A code is 4 to 32 letters, digits, underscores or hyphens, starting with a letter or digit.
- A word that opts a customer out can't be a code.
- If you leave the code blank, one is generated for you (8 letters and digits).
Create a link
- Go to WhatsApp › WhatsApp links.
- Click New tracked link.
- Enter a Label. This is for your team and reports only. The customer never sees it.
- Choose the Business number the link opens a chat with.
- Enter a Code, or leave it blank to have one generated.
- Click Create.
To use the link, click Copy link on its row and paste it wherever you want customers to find it. When a customer taps it, WhatsApp opens a chat with your number and the code ready to send.
Your organisation can have up to 500 tracked links.
How links attribute conversations
When a customer sends the code as their first message, the conversation is attributed to the link:
- In the inbox, the conversation's source shows as Tracked link.
- The link's Conversations count goes up. When your team marks the conversation as a lead or converted, the link's Leads and Conversions counts go up too.
- The Leads and attribution report compares links with your other sources, such as Click-to-WhatsApp ads and your own campaigns. See Leads and attribution.
The code is shown in the conversation exactly as the customer wrote it.
Rename a link
- Open the row's actions and click Rename.
- Enter the new Label and click Save.
Renaming doesn't change the link or the code, so links you have already shared keep working.
Retire a link
- Open the row's actions and click Retire.
- Confirm.
The link stops attributing new conversations and its code can never be used again. Conversations, leads and conversions it already brought keep the link's name.
Inactive links
A link marked Inactive no longer works. This happens when:
- you retired it, or
- the WhatsApp account its number belongs to was disconnected. The row says "No link — there is no number to open".
Either way, the conversations, leads and conversions it brought are kept.
Who can do this
Note: Every role except Billing Administrator can see WhatsApp links. Owners, Admins and Marketing Managers can create, rename and retire them.
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.