Leads Not Getting Lead Source

Marketing & Content Hub Lead Capture Tools
1

Something has changed in my HS and I am not sure what. I now have leads coming through that are not getting lead sources attributed to them. Support says we have pages missing the HS tracking code but I have verified that is not true. Below is the source fields from HS that I see on all the leads missing the leads source.

GHunt5_0-1671462761834.png
GHunt5_0-1671462761834.png648×368 38.9 KB

How is it possible that a lead can come from an Offline Sources from Forms?

GHunt5_1-1671462874324.png
GHunt5_1-1671462874324.png1330×428 58.9 KB

I am not sure what to do but this has now impacted about 30 leads over the past few months and that is impacting our reporting.

2

Hi @GHunt5

That does seem a bit odd.

Could I you help with the following please:

  1. Share the link to the landing page
  2. Is that LP in HubSpot or another CMS
  3. Is the form a HubSpot form or created elsewhere?
  4. Is this the only form where it happens or are you experiencing something similar with other forms?
  5. Could you share a screenshot of the 3 source properties for one contact where it worked as expected?
  6. Could look at the original source and drill down 1 and drill down 2 history for the contact you shared and share screenshots of that historic changes to that property.

Thanks

Frank

3

Could I you help with the following please:

  1. Share the link to the landing page: https://salesintel.io/request-a-demo/?utm_medium=cpc&utm_source=google&utm_campaign=dc-nonbrand-alpha
  2. Is that LP in HubSpot or another CMS? I am not where this one lives
  3. Is the form a HubSpot form or created elsewhere? This is a Hubspot form
  4. Is this the only form where it happens or are you experiencing something similar with other forms? It is happening on other forms as well
  5. Could you share a screenshot of the 3 source properties for one contact where it worked as expected?

GHunt5_0-1671464134242.png
GHunt5_0-1671464134242.png462×346 35.4 KB

  1. Could look at the original source and drill down 1 and drill down 2 history for the contact you shared and share screenshots of that historic changes to that property.

GHunt5_1-1671464188992.png
GHunt5_1-1671464188992.png2566×604 142 KB

4

I sent you over the screen shots. Any thoughts as to what is causing this?

5

Hi @GHunt5

Sorry this got a bit lost in the pre-Xmas rush.

I’m no developer but looking at the code, it looks like an embeded HubSpot form on Wordpress and it all looks fine, and the tracking code is installed.

What I’m not sure about is the original source and drilldowns you are getting. I did a test submission on one of my forms, and I am getting this:

Screenshot 2022-12-21 at 17.30.40.png
Screenshot 2022-12-21 at 17.30.40.png976×528 58.4 KB

In your case explicit mention of “FORM” instead of the converting URL in drilldown 1 property, is something I haven’t seen before. So I’m guessing this might point us to the problem but I’m not sure what it could be.

I’m looping the two Community Managers in @MiaSrebrnjak and @kvlschaefer to see if there are other community members who are experts on tracking issues.

Frank

6

Thank you so much

7

Hi @GHunt5 and thank you for the tag @franksteiner79!

While the value Offline sources does usually mean that the lead came from an offline channel, tool, or platform, it is possible that a contact’s Original or Latest source value is Offline sources, even if they originated from a web source (a form or live chat). This happens when HubSpot’s tracking cookies are blocked; if a contact is using an ad-blocker for example.

You can find more information about this source value in this Knowledge base article.

Screenshot 2022-12-21 at 19.36.13.png
Screenshot 2022-12-21 at 19.36.13.png926×326 76.3 KB

The Source drill-down 2 property value provides the most specific context related to a contact’s source. It seems that the value in your screenshot above is a form GUID that should help you identify the form this contact originated from. If you need help identifying the form, I’d recommend reaching out to support again, as they can have a closer look at the forms in your account.

I’ve had a look in our ticket queue to see if I can find more reports of similar behaviour from other customers, but I couldn’t find anything out of the ordinary. I’d recommend monitoring the lead source properties to see if this behaviour continues/there’s an increase in Offline source leads. Thanks!

I hope this helps!

Cheers
Mia, Community Team

8

Thank you for responding. In your reply you mention GUID and that chat could help me find the form. Does the form not show up in the in the activity summary? In our case the form in question is our main form for requesting quotes from us. It appears on many pages and LP’s

9

Hi @GHunt5, yep, it should also show in the activity summary!

Usually the Source drill-down 2 property includes a name or a link to the form so the exact source is easier to recognize, but it seems that in your case it’s the GUID, that’s why I included information about the GUID in my response.

10

I’m seeing an increase in Direct Traffic as well. However, I can identify where the leads came from. So with that being said, the actual problem is that you can’t edit HubSpot properties, such as Original Source Drill-Down 1 and Original Source Drill-Down 2.
If I can edit Original Source, they we should be able to edit the other two.