Channel tagging call tracking decides which channel each call and visit is placed in, so your data appears in the right place in the Infinity Platform. This guide shows you how to create a new channel, tag it, and edit an existing channel. To read more about how channels work, see our article on Infinity Channels.
To create a channel in the Infinity Platform, go to Settings > Tracking > Channels > Create New Channel.
From here you will be presented with this screen:
Give your channel a name.
For Number Allocation Mode, you have 3 options:
Infinity uses various tagging methods to bucket data into the correct channel. It is very important that you tag channels correctly, so your data is visible in the correct areas of the Infinity Platform and you can review it in an easy to understand format. Channel tagging call tracking allows you to organise your data from various sources.
There are three methods that can be used to tag your channels to detect and bucket traffic into the correct place:
Note: These three tagging methods are not relevant for Paid Search, Website Direct and Organic Search (SEO) channels.
Basic tagging can be used to define a source or campaign name that you want to be capturing data for under a particular channel. This is usually used if you do not use the Google stack or have old URL structures in circulation. Whenever the defined keyword or short phrase within the basic tag field is within a URL, it will display anything after the equals (=) sign. This will also allow Infinity to bucket the data into the relevant channel associated with that keyword tag. An example of this would be the following:
infinity.co/contact/?social=2024_Campaign
In the above example, we have entered the keyword 'social' into the basic tags field for the Social channel, and Infinity would highlight the campaign description '2024_Campaign' within the Social channel report.
The tags are case sensitive, which means you may want to enter multiple variations of the same word, for example, Social, social, SOCIAL.
To add or adjust basic tags:
3. Select Edit on your chosen channel.
4. Within the Basic Tags field, enter your URL tags with a comma after each word.
5. Select Save.
UTM (Urchin Tracking Module) tagging allows you to detect the UTM medium to allocate the traffic to the relevant channel. A medium is the method of which you are advertising a campaign to a potential customer, such as Email, Social or PPC. Here is an example of what a UTM code or parameter may look like:
www.example.com/?utm_source=newsletter&utm_medium=email&utm_campaign=christmas_2024_special
When a visit takes place, we scan the URL to identify any known UTM mediums and match them to the relevant channel based on your setup. Once the medium has been matched, we pull further UTM information from the URL to enhance your reporting within the Infinity Platform, such as campaign and keyword.
Add your tags to the UTM Mediums section, for example below:
Referring domain tags detect the domain names a visit came from and put them into the appropriate channel. If you entered *facebook* into the referring domain field of the Social channel, any website visits that came from Facebook would be bucketed into the Social channel.
In the Referring Domains section, enter any referring domains with a comma after each. Apply an asterisk to the start and end of each word, as this ensures any combination will be detected. Then select Save.
With the rise of AI chatbot traffic, such as from ChatGPT, Gemini and Perplexity, we recommend adding these names into your referring domains for your chosen channel, depending on how you want to bucket the data.
Making sure that data is placed into the correct channel is an important step in ensuring data integrity. All of your channels in the Infinity Platform can be edited, so you can amend the channel setup to create a robust channel detection framework. This is particularly useful for customers who use UTMs to tag their online campaigns, as you can add the UTM parameters that appear in your URLs directly into the relevant channel's detection mechanisms.
Keep your channel tagging call tracking set-up current by editing channels whenever your campaigns change.
To edit a channel, select the three dots on your Channels screen, then select Edit.
From here, you can update the channel name and your tags.