---
metadata:
- name: generator
content: Diplodoc Platform v5.50.6
alternate:
- https://yandex.com.tr/support/metrica/en/data/chat.md
- https://yandex.com.tr/support/metrica/es/data/chat.md
- https://yandex.com.tr/support/metrica/pt/data/chat.md
- https://yandex.com.tr/support/metrica/ru/data/chat.md
- https://yandex.com.tr/support/metrica/tr/data/chat.md
title: Importing chats
description: If users prefer to get information or place orders using messengers (WhatsApp, Telegram, or Viber) when interacting with your website, you can track such contacting via chat events and link them to user actions on the site.
---
> **Documentation Index:** Fetch the complete configuration index at https://yandex.com.tr/support/metrica/en/llms.txt
# Importing chats
If users prefer to get information or place orders using messengers (WhatsApp, Telegram, or Viber) when interacting with your website, you can track such contacting via chat events and link them to user actions on the site.
Importing chats helps you:
- Learn how many chat conversions you've had.
- Assess their quality: for example, find out how many chats haven't been answered.
- Evaluate the results. For example, you can see if a conversation resulted in a purchase.
- Get a better picture of your interactions with customers and see if the ad channels that lead to conversations in messengers are effective.
## How to track chats in Yandex Metrica {#follow}
To collect data, use [chat tracking services](https://metrika.yandex.ru/r/marketplace?filter=68ffa9395e9a080015db1866) or a custom solution, and then transmit chat data to Yandex Metrica using the [API](https://yandex.com.tr/dev/metrika/ru/data-import/).
{% note info %}
If you use a custom solution and transmit the data via the API, your website must have a system for collecting user IDs (`ClientID`, `UserID`, `Yclid`, `EPurchaseID`) up and running, so that you can link offline chats to specific website sessions.
{% endnote %}
Yandex Metrica tracks chats using [goals](https://yandex.com.tr/support/metrica/en/general/goals.md): when you upload chat conversion data for the first time, the service automatically creates a special **Chat** goal. This auto-goal then appears on the goal management page in the Yandex Metrica interface.
You don't need to create a separate goal manually: Yandex Metrica will recognize uploaded chat events and start counting conversions.
You can add the **Chat** goal to all Yandex Metrica reports. You'll be able to view conversion metrics (conversions, achieved goals, and so on) for this goal. It's also possible to use the goal and its conversions to optimize your ads, adjust this goal and its conversions so that they only trigger for specific chats, and add new goals of this type.
## What chat data you can transmit {#info}
{% note warning %}
Uploaded chat data appears in Yandex Metrica reports within 2 hours.
{% endnote %}
You can use the API or [messenger tracking services](https://metrika.yandex.ru/r/marketplace?filter=68ffa9395e9a080015db1866) to transmit basic and additional information about chats to Yandex Metrica. Required data includes the data that allows you to identify a chat event by time and messenger, as well as the IDs of a conversation. Additionally, you can transmit metrics used to assess the quality and value of chats.
For information about available data and how it's used in reports, read below.
**Chat upload fields**
#|
|| **Information** | **Required?** | **Description** ||
|| Chat date and time (Unix time, UTC) | Yes | Used to record the chat event. Must be specified in the Unix timestamp format (UTC). ||
|| Chat platform (messenger: `whatsapp`, `telegram`, `viber`) | Yes | The name of a messenger. Acceptable values: `whatsapp`, `telegram`, and `viber`. ||
|| Chat IDs (username, ID, phone number) | Yes (at least one ID) | At least one of the following fields must be filled: `ChatUsername`, `ChatUserID`, or `PhoneNumber`. ||
|| Chat response (whether the user received a response) | No | Records whether an operator responded to the chat. Value: `1` or `0`. ||
|| Chat tags | No | A text tag of up to 100 characters. Used for chat segmentation. ||
|| Conversion amount (chat value) and currency | No | Use it to transmit revenue data for a chat: a numeric value and an ISO 4217 currency code. ||
|| URL of the website page from which the chat was initiated | No | The URL of the page from which the user initiated the conversation. ||
|| Link from a messenger tracking service | No | A technical link to the chat in the tracking system, used for internal analysis. ||
|#
## How to transmit chat data {#how-send}
There are two ways to perform integration:
- **Using [chat tracking services](https://metrika.yandex.ru/r/marketplace?filter=68ffa9395e9a080015db1866)**
The supplier provides a code, such as a widget or script, that you add to your website. The code snippet automatically collects the required IDs and prepares events for import into Yandex Metrica.
- **Directly via the API**
For this method, follow the recommendations below.
### Step 1. Collect user IDs {#step-1}
**Goal**: ensure that chats are linked to website sessions or ad clicks.
- **If you use a [chat tracking service](https://metrika.yandex.ru/r/marketplace?filter=68ffa9395e9a080015db1866)**
Just install the code snippet provided to you. It automatically retrieves and transmits the required IDs to Yandex Metrica, including:
- **ClientID** from `_ym_uid`.
- **UserID**, if needed.
- **Yclid** for traffic from Yandex Direct.
- **If you use a custom integration**
Transmit one or multiple of the following IDs:
- **ClientID**: The main identifier of a user in Yandex Metrica. We recommend that you send it if a chat originated from a website session.
- **UserID**: Your internal user ID if the UserID feature is enabled.
- **Yclid**: The ID of a click used in Yandex Direct. Useful when a user goes to a messenger directly, without visiting the website.
- **PurchaseID**: The order ID used if a chat is linked to a specific transaction. This is a rare case.
If no ID is transmitted, the uploaded event is considered **unattributed** and isn't linked to any session or click.
### Step 2. Add your own chat ID to messenger links {#step-2}
**Goal**: explicitly match the chat to Yandex Metrica IDs from Step 1 when a new conversation is initiated.
We recommend the following algorithm, which is used by [chat tracking services](https://metrika.yandex.ru/r/marketplace?filter=68ffa9395e9a080015db1866) and works with custom integrations, too:
1. Generate a **unique chat ID**. For example, `CT8F2A9`.
2. The code snippet installed on your website **will add this ID to each messenger link:**
- **Telegram bot**: via a deeplink (launch parameter). A user won't see the ID, but the bot will receive it when contacted for the first time.
- **Personal accounts in Telegram, WhatsApp, or Viber**: via a **first message template** pre-filled with the ID. For example, the ID can be passed as a technical tag at the end of a message.
3. After a conversation begins, the service retrieves the chat ID from the deeplink or first message and **matches** it with previously collected Yandex Metrica IDs: `ClientID`, `UserID`, `Yclid`.
4. The service then establishes a strong **chat-ID ↔ Yandex Metrica IDs** link, which is sufficient for correct attribution.
### Step 3. Import events to Yandex Metrica {#step-3}
After the link is established, you can start transmitting chat events via the [Yandex Metrica chat import API](https://yandex.com.tr/dev/metrika/ru/management/chats). Data format requirements (the event time, acceptable platform values, field structure, and so on) are described in the API specification.
[Chat with us](https://yandex.com.tr/chat/#/user/036e6a02-3620-9cdc-4c5e-a34667a7379e?utm_source=spravka){.button}
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