I'm looking for help!!!
I explain my situation:
Our Hubspot is integrated with the ticketing site and contact/deal properties get populated via API from the ticketing site to HS
One property is called "cart abandonment property" and this property is populated to "yes" once a new user login to the ticketing platform (contacts get created in Hubspot) and then abandon the cart
Until here is all good!
The problem is if the contact is already in our HS database:
We sent an EDM from HS to our database to sell tickets
The user will click on the EDM
The user will reach the ticketing landing page https://royalshow.com.au/buy-tickets/
The user will progress to the ticketing platform
The user will abandon the cart before logging in
The contact property Cart Abandonment should be filled but is not!
We've built this so when someone abandons a cart (not logged in), the ticketing platform can ping the contacts API to check if the contact exist by looking at the token ,
If they can identify the contact, we will then use the update contacts API to update the cart abandonment property
My developers said this:
We are using the get by UTK, But something from that is returning the wrong VID for the user. It seems that we have the tracking js on the ticketing site but the js APIs on the two are different
We’re getting a UTK and tracking it as expected, so there is an integration isssue on the JS tracking side somewhere.
The tracking on our site seems to be misaligning
I can see we are getting the cookie as set by the tracking on your bounce page, and that we are using the right environment / API key - I can’t really see why the UTK wouldn’t match / exist when looking up in their system
I can reproduce without even using our integration. I can get the UTK from your site after clicking on an email link (never going to KZ) from my cookies, then try to look the user up by the UTK - and it won’t return anything. But if I look up by email it does"
"nothing on your email is leading to a page that sends the UTK to our web page that I can find. But the hubspot cookie is set once it seems. Looking at the complete flow, I don't think the functionality is actually broken on our end. I successfully get a UTK assigned. One of the issues seems to be you are tied to a UTK per browser (I cant get a new one to stick unless I go incognito) - this leads old UTKs being assigned to your current session even if its a different UTK.
Things to check on the integration side - and might be worth getting your support specialist to go through the flow with you, or even us, to verify.
- That the right hubspot code is being used in your GTM container that we import from you. I see the hs analytics, on our site, but different hubspot tracking code on yours on top of that
- Check how cookies stick across session with them
- Verify how vids are linked to UTKs - I sent another test email impersonating mine in an Incognito window - in one case I got the correct vid - in a second email I got 10802001 which is not a created contact - this value is coming from hubspot directly not our end."
Can somebody please help me with this one?
Let me know if you need any more details.
Thanks in advance!