I’m having trouble understanding something based on the documentation.
Does the GTM tracking code "https://js.hs-scripts.com/xxxxx.js" look at the UTM queury parameters at the time of firing in order to set original source on what will become a new contact? Our flow is this:
HubSpot looks at the UTMs (mostly campaign) and the channel source to set it’s original and latest values. You can read more here on how that’s done.
If you have a cookie banner, it could be that these sources are lost as a user hasn’t accepted or they’re simply declining to be tracked. Occasionally, the “First page seen” will contain these parameters and you could potentially setup workflows to revert the source back to what it should be. I’m also aware that Direct Traffic will sometimes be set in place of socials from Dark Social.
We don’t have a cookie banner, and not using dark social. This is just when we have a link to our register page with utm parameters present.
We’ve done a lot of work in this area over the last few months to refactor this, yet the problem still remains. We have production and a staging site, and they are almost identical except for the subdomain, yet only the staging site has original source calculated correctly.
The production site continues to show “first page seen” as blank", latest source as direct traffic, original source as direct traffic, and drill-down 1 as “unknown URL”.
I’ve inspected both sites from chrome dev tools in detail, and they both fire
https://track.hubspot.com/__ptq.gif? correctly, with the correct domain, the correct utm parameters (including campaign), and both sites do end up with contacts created after our conversion event, but it’s as if the first firing of the tracking code from landing on our registration page is lost on production.
Do you have any tips on how we can debug this further? The only difference when inspecting the scripts loaded on the page between production is staging, is I can see that the production site has leadflows.js loaded, but we are not using popups.
The production site points to a professional hubspot account, while the staging site points to a free hubspot account, yet the settings for both accounts are the same when it comes to tracking.
I wonder if there exists official hubspot techinical support for this kind of issue.
Just wanted to share the issue we experienced in case it helps anyone. Bryantworks was correct about cookie banner, even though we weren’t using one on the page.
We had cookiebot integration enabled in our hubspot acount, as we were using it for some other pages. Unfortuntately, by enabling that integration, if you are using hubspot tracking script on any page that does not have the cookiebot banner installed, the hubspotutk cookie will not be created by default.
