Help center
Tutorials to connect Meta and WhatsApp, handle conversations and log sales, and read the ROAS and cost per sale of every ad. Straight to the point.
Start with the video tutorials (in Portuguese)
Getting started
Create your account, confirm your email, set up your operation and bring in your team.
- How to sign up and try TraceClose free for 7 daysTraceClose signup, step by step: your details, your company, region and currency, picking a plan, confirming your email and the 7-day trial.
- How to confirm your account emailWhy TraceClose asks you to confirm your email, what stays locked until you do, how long the link is valid and how to get a new one.
- Initial setup: what to do on day oneThe TraceClose setup wizard and “Getting started” checklist: company, WhatsApp, Meta, funnel, team and your first tracked link.
- How to invite salespeople and managers to your teamInvite people by email in Settings › Team, choose their role, resend or revoke invites, and pause or deactivate people who left the team.
- Roles and permissions: owner, manager and salespersonWhat the owner, manager and salesperson can see and do in TraceClose: inbox, kanban, analytics, settings, sales and billing.
- How to switch organizations in TraceCloseBelong to more than one company in TraceClose? Learn how to use the organization switcher, what changes when you switch and what stays the same.
Connect
Meta, WhatsApp, conversions, tracked links and your website.
- How to connect your Meta ad accountConnect Meta to TraceClose with your BM system user token, pick the ad accounts and see spend, campaigns and ads in the dashboard.
- How to connect Meta to TraceClose (step by step)Generate your Meta token without a developer: a BM system user, assigned ad accounts and pixel, the ads_read permission and a token that never expires.
- Ad accounts and spend syncChoose which Meta ad accounts TraceClose reads, understand the time zone, currency and access warnings, and see how often spend is updated.
- Manage connections: test, edit, disable and deleteCheck the status of your Meta and website connections, test credentials, replace the token, or disable or delete a connection in Settings › Integrations.
- How to connect WhatsApp with a QR codeConnect the WhatsApp number your business already uses by scanning a QR code: your team starts replying from the TraceClose inbox, same number.
- Multiple WhatsApp numbers in one inboxConnect more than one WhatsApp number to TraceClose, handle everything in a single inbox, filter by number and compare each one’s results in Analytics.
- How to send WhatsApp sales to Meta (Conversions API)Send WhatsApp sales with their value to Meta through the Conversions API: turn sending on, pick an event for each funnel stage and check it on the lead.
- Conversions from click-to-WhatsApp adsHow TraceClose identifies the click-to-WhatsApp ad behind each conversation and sends click-linked conversions to Meta.
- Tracked WhatsApp link: the source of every conversationCreate a tracked link for your website button, bio or ad: each click adds a code to the message that ties the conversation to its source and UTMs.
- URL parameters in Meta adsWhich URL parameters to add to your Meta ads so TraceClose can tie clicks, visits and leads to the campaign, ad set and ad, with ready-to-use examples.
- How to send your website form leads to TraceCloseConnect your website form or checkout to TraceClose: create a Site connection, generate the secret and send leads and sales via webhook, with no duplicates.
- How to install the website visits tagInstall the TraceClose tag on your website to count visits, button clicks and each visitor’s source ad, while respecting cookie consent.
- Cookie consent and domains for the website tagHow the TraceClose visits tag works with and without consent, how to connect it to your cookie banner and how to limit which domains can send visits.
Checkout sales
Hotmart, Kiwify, Eduzz and Shopify, plus the sales webhook for any other platform.
- How to connect Hotmart to TraceCloseSend your Hotmart sales to TraceClose by webhook: each approved sale counts toward the right ad’s ROAS and Purchase goes back to Meta.
- How to connect Kiwify to TraceCloseConnect Kiwify by webhook: each approved purchase enters TraceClose with its ad source, refunds cancel the sale and Purchase goes to Meta.
- How to connect Eduzz to TraceCloseConnect Eduzz with the Console webhook: paid invoices enter TraceClose with their ad source and Purchase goes back to Meta, with no typing.
- How to connect your Shopify store to TraceCloseSend paid orders from your Shopify store to TraceClose with a store webhook: the sale counts toward the right ad’s ROAS and Purchase goes to Meta.
- Sales webhook: any platform in TraceCloseSend sales and refunds from any checkout, store or system to TraceClose with the sales webhook: Zapier, Make, n8n or your own code.
Inbox and sales
Handle WhatsApp as a team, take care of every lead and log the sale.
- How to handle your team’s WhatsApp in the inboxSeveral agents on one WhatsApp number: queues, internal notes, files, audio, quick replies and each lead’s source right next to the conversation.
- Inbox queues, search and filtersLearn the Mine, Unassigned, Waiting and All queues, the Late and Waiting badges, search by name or phone, and the inbox filters.
- How to send files, photos and audio from the inboxSend images, videos, PDFs, spreadsheets and voice messages over WhatsApp from the inbox: supported formats, 16 MB limit, captions and audio recording.
- How to create and use quick repliesCreate team or personal quick replies with a shortcut and variables like the customer’s name, and insert them in the inbox by typing / at the start.
- The lead panel: stage, source and historyEverything in the lead details: pipeline stage, sales, salesperson, source with campaign, ad set and ad, meetings, contact channels and history.
- How to edit a lead’s detailsFix a lead’s name, email and tax ID (CPF or CNPJ) in the panel. See what happens with the phone number, repeated emails and the history.
- How to schedule meetings and mark attendanceSchedule meetings, appointments or visits in the lead panel and mark them as held, no-show or canceled. See how this moves the funnel and the reports.
- How to record a sale with its amountRecord a WhatsApp sale with amount, currency and date in the lead panel: it counts toward revenue, ROAS and CAC and can go to Meta as a purchase.
- How to cancel a recorded saleCancel a sale recorded by mistake or refunded: who can cancel, what leaves revenue, and what happens to a purchase already sent to Meta.
- How to reassign a lead to another salespersonManagers change a lead’s salesperson with a reason. See also when the lead moves on its own to whoever replied first, and what changes in the metrics.
- How to find and merge duplicate leadsTraceClose suggests leads that look like the same person (same phone with and without the ninth digit, same email) and the manager compares and merges them.
- How to use the leads KanbanSee every lead by funnel stage, drag cards, record the sale when you win, enter the loss reason, and filter by salesperson and source.
Funnel and operations
Funnel stages, segment templates, lead rotation and service rules.
- How to organize your sales funnel and stagesBuild your WhatsApp sales funnel in TraceClose: add, rename, reorder and archive stages, with the rules for entry, won and lost.
- Stage types, triggers and funnel eventsLearn the stage types (Open, Meeting, Won, Lost), the triggers that move leads automatically and the event sent to Meta at each stage.
- Segment templates: a ready-made funnel for your businessPick your segment’s template (clinic, aesthetics, digital products, real estate, agency, local services) and get stages, events and terms ready.
- How lead rotation works among salespeopleAutomatic WhatsApp lead distribution: simple or weighted rotation, pausing salespeople, a fixed salesperson per link, and first to reply keeps the lead.
- Maximum time without a reply (response SLA)Set how many minutes a customer can wait for a reply. See the on-screen alert, the Late badge in the inbox and SLA breaches in your reports.
- Auto greeting and message signatureSend an auto greeting on first contact with the salesperson’s name and sign replies with the name of whoever answered. See when each one is sent.
- Organization region, language, time zone and currencySet your organization’s time zone, default currency, country and language. See what each one changes in reports, sales, phone numbers and the dashboard.
Reports
Which ad made the sale, ROAS, CAC, campaigns, UTMs, salespeople, goals and alerts.
- How to tell which ad made the sale on WhatsAppFind out which campaign, ad set and ad brought in each WhatsApp sale: conversation source, recorded sale and Meta spend side by side.
- ROAS and cost per sale by campaign, ad set and adHow TraceClose calculates ROAS, CAC, cost per lead, profit and ROI for campaigns that lead to WhatsApp, with the formulas and a worked example.
- Analytics Overview: metrics, funnel and heat mapUnderstand the Analytics Overview: the 24 media, conversation, sales and results metrics, trends, the conversion funnel, the heat map and warnings.
- Filters, periods and comparison in AnalyticsHow to use Analytics filters: preset and custom periods, comparison with the previous period, and filters by account, campaign, salesperson, source and number.
- Cohort or Event date: how to read the numbersThe difference between the Cohort and Event date readings in TraceClose Analytics, with an example: when to use each to judge campaigns and track sales.
- Campaign report: account, campaign, ad set and adHow to use Analytics › Campaigns: the tree from account down to ad, media and results columns, search, status, the lead list per row and syncing.
- Choose columns and save views in reportsSet up Analytics tables your way: pick and order columns, save views with filters, set your default and share them with the other managers.
- Export the campaign report to CSVHow to download the campaign report as a CSV: one row per account, campaign, ad set or ad, with the screen’s columns and filters, ready for a spreadsheet.
- UTM and tracked links reportSee leads, meetings, wins and revenue by utm_source, utm_medium, utm_campaign, utm_content and utm_term, and how each tracked link performs.
- Website visits in reportsWhere to see visits measured by the site tag: the Site card in the Overview, columns in Campaigns and UTM, and what visit, open and drop-off mean.
- Salesperson ranking and team performanceTrack your team in Analytics › Salespeople: ranking by meetings held, response time, allocated cost, revenue, comparison and each salesperson’s page.
- Monthly goals: meetings held and winsSet monthly goals for meetings held and wins for the team and each salesperson, and track the pace by business day: on track, behind or at risk.
- Service report: response time and SLATrack WhatsApp service: first response time, who is waiting right now, SLA breaches, and replies by hour and by person.
- Currencies and time zone in reportsHow TraceClose handles multiple currencies in reports (no exchange rates, never added up) and your time zone, and why an ad account is excluded from totals.
- Campaign alerts and daily email digestGet alerts for high CPL, spend without leads, campaigns without delivery, integration problems and WhatsApp disconnections, plus a daily email digest.
Account and billing
Plans, limits, changing plans, invoices, payment method and the end of the trial.
- TraceClose plans and limitsTraceClose’s Essential, Growth and Agency plans: users, WhatsApp numbers, ad accounts, organizations, alerts and unlimited leads.
- How to change plans (upgrade or downgrade)Change plans in Settings › Plan and billing: during the trial it applies at once, free; upgrades apply now and downgrades at the end of the cycle.
- Invoices and payment methodWhere to see your TraceClose invoices, how to pay, get a new copy, save a card for automatic charges and enter your CPF or CNPJ.
- Who sees and manages billingWho can open Settings › Plan and billing in TraceClose: the billing account owner, billing access, and what managers and salespeople see.
- What happens when the trial ends and how to cancelWhat happens when TraceClose’s 7-day trial ends, what changes if an invoice isn’t paid, read-only mode and how to cancel in the dashboard, no fee.
- Plan limit reached: what to doHit your plan’s limit of users, WhatsApp numbers or ad accounts? See what stops, what keeps working and how to free up room.
Security and privacy
Two-step verification, passwords, data sent to Meta and the LGPD.
- How to turn on two-step verification (2FA)Turn on two-step verification with an authenticator app in Settings › Security. It’s optional, recommended and covers all your organizations.
- Password and access: change your password, forgot password and sign outHow to change your password in TraceClose, what to do if you forget it, why sign-in locks after failed attempts and how to sign out safely.
- Privacy and the LGPD: what TraceClose stores and for how longWhat data TraceClose stores, what gets deleted automatically and when, how credentials are protected and how to request an export or deletion.
- What lead data TraceClose sends to MetaWhat goes into each conversion event sent to Meta: SHA-256 hashed lead data, click cookies, the ad click ID and the sale amount.
Industry guides
How to set up TraceClose for clinics, aesthetics, law firms, digital products, real estate and agencies.
- TraceClose for medical and dental clinicsHow to set up TraceClose in a clinic or dental practice: the Clinic template, stages up to treatment, sensitive data, front desk rotation and cost per patient.
- TraceClose for aesthetics clinics and med spasAesthetics template, consultation and booked procedure, conversions to Meta, packages and repeat visits on one record, and the ROAS of each ad for your med spa.
- TraceClose for law firmsThere’s no law firm template: which template to start from, how to adjust the stages up to the fee agreement, and how to track the cost of each client from ads.
- TraceClose for info products sold 1:1 on WhatsApp (X1)Courses or coaching sold 1:1 in chat: Digital products template, closers in rotation, link sent and purchase as Meta events, and the ad behind each sale.
- TraceClose for real estate agencies and agentsReal estate template with viewing, offer and closed deal, lead rotation among agents, one link per development, and the real cost of every viewing and deal.
- TraceClose for ad agencies and media buyersOne organization per client, the real ROAS of each campaign with WhatsApp sales, CSV reports, CPL alerts and a sales funnel for the agency’s own pipeline.
Troubleshooting
Something not working? What to check when something doesn’t show up as expected.
- The WhatsApp QR code won’t connectExpired QR code, code that doesn’t show up, instance name taken, plan limit or unconfirmed email: what to do when WhatsApp won’t connect.
- WhatsApp disconnected: how to reconnect“WhatsApp disconnected” banner and messages marked Failed: why the number drops, how to reconnect with the QR code and resend what didn’t go out.
- Conversation with no source: why the lead shows as OrganicLead came from an ad but shows as Organic, has no campaign or shows the ad as just a number: the real causes and how to capture every source.
- The sale doesn’t show up in MetaSale recorded but no Purchase in Meta? Check that sending is on, the won stage with Purchase, the lead source, the connection, the pixel and the 7 days.
- Ad account excluded from totals“Different time zone” or “Currency …” warning on the ad account and spend excluded from totals: why it happens and how to align the time zone and currency.
- Ad spend isn’t showingSpend at zero or out of date in the reports: account not selected, sync pending, invalid credentials, different time zone or a source filter.
- The confirmation email didn’t arriveNo email to confirm your TraceClose account, link expired or “Invalid link”? How to request another, the resend limits and what stays locked until you confirm.
- The invitation expired or didn’t arriveThe invited person didn’t get the email, saw “This invitation is no longer valid” or is in another account: how to resend the invite and fix each case.
- A salesperson isn’t getting new leadsSalesperson out of the rotation? Check role, pause, active status, fixed-salesperson links, weighted mode and the first-reply rule that changes the lead owner.
- You see “Managers only”: what to doThe “Managers only” screen appears when a salesperson opens a manager setting. See what each role can access and how to ask for the right access.
Glossary
ROAS, CAC, click-to-WhatsApp ads, conversions, pixel, attribution and other terms.
FAQ
The most common questions from businesses that advertise and sell on WhatsApp.
- WhatsApp CRM for paid ads: what TraceClose doesTeam inbox, lead rotation, pipeline, sales with amounts, the ad behind every lead and sales sent back to Meta: the WhatsApp CRM for advertisers.
- Frequently asked questions about TraceCloseQuick answers about your WhatsApp number, Meta ads, conversions, salespeople, plans, free trial, languages, privacy and canceling TraceClose.
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