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Tutorial | Tracking Links × Product Cards × AI Product Recommendations

  • Updated

    # Feature Overview 

    CAAC helps agents recommend products faster, make it easier for customers to complete purchases, and clearly track every sales outcome within conversations.

     

    The overall functionality includes the following core capabilities:

    • Trace Links: Create trackable product or page links to record clicks and order performance 
    • Product Search & Product Cards: Search for products directly in the chat and send them to customers as rich product cards
    • AI Co-pilot Product Suggestions: AI analyzes conversation context to help agents determine suitable products to recommend
    • Business Performance Tracking: View sales performance for products, agents, and teams in Data Insights

    (Available features may vary depending on your plan and configuration status.)

     

    Typical Scenario

    A customer asks about a product → the agent sends product cards based on AI recommendations or shares a tracked product link → the customer clicks and completes a purchase → the team and individual performance can be reviewed in the dashboard.

     

    # Plan Comparison Overview

    Advanced features are only available on specific plans. Please refer to the table below to confirm which features are available for your account:

    Feature Basic Version (Module Not Included) Advanced Version (Module Included)
    Send regular product/page links UTM link Product card
    Business performance reports (Data Insights) ❌ ✅
    In-chat product search ❌ ✅
    Product cards (image, price, CTA) ❌ ✅
    AI Co-pilot product suggestions ❌ ✅
    Product recommendation → conversion tracking ❌ ✅

    👉 If you can only create trace links and see an upgrade prompt, you are currently using the Basic version. For plan-related questions, please contact the Crescendo Lab Customer Success team.

    # Basic Plan (Module Not Included)

    ⚠️ The Basic plan does not support CAAC commerce performance reports, meaning sales attribution and performance tracking are not available in CAAC. If you use GA4, you can still track related data via UTM parameters.

    How to create a trace link:

    • Enter the chat and click the “Trace Link” icon
    • URL: paste the website page you want to track
    • Agent assignment: choose yourself or your team
      • Team + Self: performance is attributed to both you and your team
      • Self only: performance is attributed only to you
      • Team only: performance is attributed only to the team
    • Campaign (optional): this field cannot be filtered in Data Insights, but can be used for GA4 or external reports

    After clicking “Insert Link”, CAAC will automatically generate a short URL and display it in the chat.

    ⚠️ Do not modify the generated short URL; otherwise, contact activity tracking will fail.

     

     

    # Advanced Plan (Module Included)

    The Advanced plan supports product search, product cards, AI Co-pilot product suggestions, and business performance tracking, enabling a more complete and intuitive commerce workflow.

    I. Setup Requirements

    To fully use advanced features, please complete the following setup:

    Setup 1: Product data upload — You must upload product data to the Crescendo system to enable product search, product cards, and AI recommendations. Without this, only trace link functionality is available.

    👉 Refer to How to Upload Product Feed Data

    ⚠️ CAAC does not sync product data from Admin Center in real time. Data is updated daily at 3:00 AM. Large product volumes may take time to process (e.g., ~30 minutes for 100,000 items).

     

    Setup 2: Install SDK and enable “Website Activity Tracking”

    If not completed:

    ✅ Product search, product cards, and AI recommendations remain available

    ❌ Sales performance tracking in CAAC will not be available

    • Install SDK: Refer to SDK Integration Guide

    • Turn on 'Web footprint tracking

      ＞ Go to "Channel settings."

      ＞ click the "edit web channel button"

      ＞ Navigate to the "Tools" tab, and turn on 'Web footprint tracking.'

     

    Setup 3: Check AI Co-pilot usage quota

    ⚠️ Each brand receives 1,000 free monthly uses for AI summaries and AI product recommendations. Please refer to "AI Copilot - AI Summary" for more information about the AI summaries feature. 

    If you have purchased the AI Agent feature, usage is unlimited.

     

    II. Usage Instructions

    Feature 1: AI Co-pilot Product Recommendations

    • Click the “AI Product Recommendation” icon in the chat. AI analyzes the conversation and provides up to two product suggestions.

    • AI explains the reason for each recommendation. Please confirm suitability before sending.

    • If AI cannot determine suitable products from the conversation content, a prompt message will be displayed.

    • After the contact sends a new message, you can click “Refresh Recommendations” to get updated suggestions.

    Feature 2: Product Search

    • Search products by keyword or filters. When searching manually, AI will stop proactive recommendations.

    • Use filters to search for specific products. When applying filters, AI will stop proactively recommending products. Filter criteria (such as categories) follow the settings in your product catalog (Product Feed).

    Feature 3: Send Product Cards

    • You can select up to 5 products per message. Product cards include tracking links automatically.

    • Set performance attribution and UTM links
      • Agent: You can choose yourself or your team.
      • Select “Team + Self”: performance will be attributed to both you and your team.
      • Select “Self only”: performance will be attributed only to yourself.
      • Select “Team only”: performance will be attributed only to the team.

      • Campaign (optional): This field cannot be used for filtering in Data Insights. However, if you use GA4 or external reports, you can use them to differentiate campaigns.

    • After the product card is sent, the contact will receive a card containing product images and details. Clicking the card will redirect them to the product website (the link automatically includes tracking).

      ⚠️ Product cards are supported only on Line and Web Chat channels.

     

    • For Facebook, Instagram, and WhatsApp, products are sent as trackable links instead of cards. Product card support for these channels is under development.

    Feature 4: Business Performance Tracking

     

    # FAQ

    Q: What features are available if I do not purchase an advanced plan?

    • Create trace links
    • Send regular product or page links

    ⚠️ Commerce reports, AI recommendations, and product cards are not included.

     

    Q: Why can’t I see product cards on Facebook, Instagram, or WhatsApp?

    Product cards currently support Line and Web Chat only. Other channels will display trackable links instead.

     

    Q: Why do I see the AI recommendation icon but no results?

    • No clear purchase intent in the conversation

    • AI Co-pilot quota has been exhausted

       

    Q: What UTM parameters are added to CAAC links?

    • utm_source: crescendlab-caac
    • utm_medium: chat

    • utm_campaign: optional, editable per send

       

    Q: Why aren’t my uploaded products visible in CAAC yet?

    • Product data sync is not real-time
    • Daily batch update at 3:00 AM

    • Large datasets may require additional processing time

       

    Q: Why is no data shown in the dashboard after sending links?

    • Ensure the generated short URL was not modified
    • SDK must be installed, and events must be  correctly sent
    • Website activity tracking must be enabled
    • Check the dashboard time range

     

    Q: Is there data latency in Data Insights?

    • Click data: almost real-time
    • Purchase data: may have slight delays depending on SDK/API

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