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Frequently Asked Questions

Here you will find the answers to the most common questions about Roistat.


Do ad blockers have any impact on analytics, call tracking, and email tracking?

Ad blockers don’t have any impact on Roistat metrics.

Why do reports with grouping by the lead’s field not contain the information about visits, costs, and ROI?

Sometimes users create reports with grouping by the lead’s field to see the cost of attracting customers in the context of the chosen lead’s field. For example, it can be the “Customer type” field that can get “retail” or “wholesale” values.

However, it is impossible to create such a report. Click costs and the lead’s fields are not connected and therefore cannot be compared.

For example, you have a Google Ads marketing channel with 1000 visits (clicks). You paid 10 dollars for these visits and received 100 leads. The cost of one lead is 10 cents. Now, let’s take 10 leads from retail customers and calculate the cost of attracting these customers. To do this, you have to count only the cost of attracting 10 retail customers. In Google Ads, you pay for clicks, and you cannot define the customer type of visits that didn’t convert to leads. That’s why it’s impossible to separate the cost of attracting leads with a certain customer type from other expenses. For this reason, it’s also impossible to calculate the cost of attracting customers in the context of a CRM field. This also applies to other metrics related to visits: number of visits, conversions, ROI, etc.

How to track the project statistics in real time?

The data in a Roistat project is displayed with a slight delay (about an hour). This happens because Roistat interacts with outside services and systems. It uses API to get the data from CRM: marketing channel expenses, leads, sales, and income.

To track the project statistics live, refresh the data manually on the Project status page.

Why is the data in my Roistat project different from the data in CRM?

It is probably due to incorrectly configured integration. Otherwise, the data has to match, as Roistat receives it from CRM. Contact our customer service, and we will help you fix the problem.

Why am I seeing the visits in deactivated marketing campaigns?

This can happen when a moderator visits a deactivated marketing campaign after tagging ads. We are constantly improving our algorithms to filter out such visits.

Can I use my own UTM tags instead of Roistat tags?

Yes, you can use unique UTM tags. To do this, you need to specify them in the channel integration settings. In this case, you don’t have to use the Roistat tag.

Why am I seeing several similar marketing channels in the Analytics section?

Marketing channels may be duplicated at the moment when some ads are already tagged while other ones are still waiting for moderation.

Duplicated channels don’t merge automatically if you use non-unique UTM tags that don’t contain information about the campaign or the ad. You can add unique UTM tags in the channel integration settings (in this case, you don’t need the Roistat tag anymore).

Note that visits from untagged ads are counted as visits from websites, because the system cannot link them with the ad. Make sure all your ads are tagged with Roistat tags or UTM tags.

If you have any questions, contact our customer service.

What is a deal without a visit number?

It is a deal without a marketing source. It is impossible to define the marketing channel that led to this deal.

You can specify the source of such deals by filling the roistat field manually with the following values:

  • Visit number (if you received it from a client by asking a promo code);
  • Source name.

Deals can be generated without a visit number due to the following reasons:

  • The lead was created manually. In this case, the value of the roistat field has to be filled in manually as well.
  • You are using a service that creates leads in CRM directly without involving the Roistat system.
  • The Roistat system has not processed the visit yet – this takes at least 5 minutes.
  • The roistat field is filled with a numeric value that doesn’t match a visit number recorded in a project.

You can manually link a channel to a certain marketing source by using the following tags:

  • google{ID} if you want to link a deal to Google Ads. For example, google3.
  • merchant{ID} if you want to link a deal to Google Merchant Center. For example, merchant4.
  • facebook{ID} if you want to link a deal to Facebook. For example, facebook6.
  • seo_google if you want to link a deal to Google SEO.

*{ID} is the marketing channel ID.

What are manually created deals?

Manually created deals are deals with an empty roistat field in CRM.

What is incorrectly configured integration?

Integration is configured incorrectly if Roistat does not receive a visit number or a marketing source when a deal is created.

What is a deal with an incorrect visit number?

It is a deal with a visit number that cannot be found in your Roistat project.

How is the country of the visitor identified if a client uses a VPN?

If a client uses a VPN that hides their real location, the analytics will display the country whose IP address is used to replace the client's real address.

Such discrepancies are rare and have little effect on the overall analytics. However, if you are sure that there are many VPN users among your clients, you can solve this problem in one of the following ways:

  • If your advertising campaigns are targeted at specific cities, use the experimental feature Pairs of Roistat tags and cities if you want to bind a city to the advertising channel. In this case, the location of the client will be determined according to this setting, regardless of the tracking code data.

  • If a city is specified in CRM deals, use the experimental feature [The field name of the deal in CRM if you want to load the city information from this field. In this case, the client's city will be received from the specified field, and not from the tracking code data.


Why is the data in Roistat different from the data in Google Analytics?

Roistat is a business analytics service. We do not use the data from Google Analytics, as Google Analytics serves different purposes.

In Google Analytics, a visit is a group of user interactions with a website that take place within a defined time frame (30 minutes by default).

In Roistat, a visit is registered when a user comes to a website from an advertising channel. Visits in Roistat are not associated with user activity on a website. If a user comes to your website from the same advertising channel once again, a new visit will not be registered. This way, Roistat can bind a visitor to an advertising channel that attracted them.

Visits in Roistat represent visits from advertising channels, while visits in Google Ads are actually website sessions. That’s why we use our own tracking code to monitor user activity on a website. Also, using our tracking code makes it easier to send leads from a website to an integrated CRM system.

Call History

Why is call duration equal to waiting time?

If a call has identical duration and waiting time, it means that a client got no response from an operator, so there is no call recording.


What is a Roistat project?

A Roistat project is a workspace that contains all information about the client's business. A project may combine multiple websites and marketing channels. Different websites and landing pages may be related to different products.

Normally, a Roistat project receives the data on deals and clients from one CRM. If one CRM is used for different businesses, you can integrate it with different Roistat projects and use filters to upload only the necessary information to each project.

If you have different businesses and want to analyze them separately, we recommend creating a project for each business. You can also divide B2B and B2C marketing campaigns, so that the information about different processes is not mixed up.

How are Roistat rate plans set?

The cost of using Roistat and the list of available features depend on a chosen rate plan.

Each Roistat user has the project balance that can be replenished in several ways. The fee is charged daily according to the rate plan.

If the project balance has insufficient funds, the project will be frozen, but data will continue to be collected. When you replenish the balance, Roistat features will be available again. Data collected during the unpaid period will be available only if you pay for that period.

The rate plan can be chosen according to:

  • The number of visits in all projects within the last 30 days;
  • The number of projects in your account. A project is counted in a rate plan if it had at least one visit within the last 30 days;
  • A marketing budget.

If the number of visits or projects exceeds the maximum number allowed for your rate plan, the current plan will be changed to a new one within 24 hours. The new rate plan will be set automatically according to the number of visits and projects. In this case, you will receive notifications in your Roistat project and email.

If you still have questions, contact our customer service.

Does the Roistat tracking code impact website speed?

The Roistat tracking code runs asynchronously and loads in the background, so it does not impact website speed.

Does Roistat use third-party cookies?

Roistat only uses cookies that you already work with, so they are not considered to be third-party cookies. Regulations on using third-party cookies do not impact Roistat performance.

Is Roistat compatible with websites that use the HTTP protocol?

Yes. Roistat scripts work the same on websites that use the HTTPS and HTTP protocols.