FAQ
Frequently asked questions about TraceClose
The most common questions from people getting started with TraceClose, with short answers and links to the full tutorials. Can’t find yours? Talk to us.
Before you start
The free trial lasts 7 days, on the plan you choose when you sign up, no credit card needed. You can switch plans during the trial. See how to sign up and try it free and the plans.
| You want to… | Read |
|---|---|
| Connect your WhatsApp number | Connect WhatsApp with the QR code |
| Bring in your Meta spend | Connect your ad account |
| Send sales to Meta | Send conversions |
| Get your team handling conversations | Invite your team |
| Find out which ad made the sale | Which ad made the sale on WhatsApp |
WhatsApp and customer service
You connect the number you already use by scanning a QR code: your phone keeps working. The team handles conversations together in the inbox, each salesperson with their own login. See the questions below and the article handling WhatsApp in the inbox.
Ads, sources and conversions
TraceClose reads Meta (Facebook and Instagram) and links each conversation to its ad. Recorded sales go back to Meta through the Conversions API, if you turn sending on.
Account, plans and data
Plans, limits, billing and privacy are summarized below; the details are in the “Account and billing” and “Security and privacy” categories. Terms like ROAS, CAC and CPL are in the glossary.
Frequently asked questions
Do I need to change my WhatsApp number?
No. You connect the number you already use by scanning a QR code in Settings › Channels, just like WhatsApp Web. See how.
Does my phone keep working after I connect?
Yes. The number stays connected as one more device. Anything someone sends from the phone also shows up in the conversation.
Does my old WhatsApp history come along?
No. The inbox gets messages from the moment you connect. Group conversations aren’t included.
Can I connect more than one number?
Yes, depending on your plan. Each number is an instance in Settings › Channels, and the inbox filters by number. See how.
How do you know which ad a conversation came from?
Click-to-WhatsApp ads send the ad’s identifier along with the first message. For your website, bio and ads that lead to your website, use the tracked link, which adds a code to the message.
Which ad platforms do you read?
Meta (Facebook and Instagram). Google Ads is on the roadmap.
Does TraceClose change my campaigns?
No. It only reads spend, delivery and the structure of campaigns, ad sets and ads.
How does the sale get back to Meta?
Through the Conversions API: when the sale is recorded with the lead in a won stage that has the Purchase event, the purchase event is sent with the amount. See how to turn it on.
Do I need a developer to set it up?
Not for the basics: WhatsApp with a QR code, Meta with a BM token, and the funnel from your segment’s template. A developer only helps if you want to send leads and sales from your website through your server.
What’s the difference between a manager and a salesperson?
A manager sees the whole operation and changes settings; a salesperson handles conversations, sees only their own numbers and, in the Kanban, only their own leads. See the roles.
How are leads split among salespeople?
By automatic rotation, simple or weighted, only among active, unpaused salespeople. See the rotation.
Can I create leads by hand, or import or export the lead list?
Not yet. Leads come from conversations and from the website connection. What you can export is the campaign report, as a CSV, in Analytics › Campaigns.
Is there an API to integrate with my system?
There’s no public API. To send leads and sales from your own system, use the Site connection, which receives events from your server. See how.
I forgot my password. What now?
There’s no “forgot password” option at sign-in. Ask a manager in your operation to set a new one in Settings › Team. If you’re the owner, talk to us. Learn more.
Is there two-step verification?
Yes, optional, with an authenticator app, in Settings › Security. See how to turn it on.
How long is the trial?
7 days, on the plan you choose when you sign up. See how to get started.
Is there a lead limit?
No. Plans limit users, WhatsApp numbers and ad accounts, not leads. See the limits.
Can I have more than one operation?
Yes, depending on your plan: Growth allows up to 3 and Agency includes 5 clients. Each operation has its own numbers, funnel, team and currency. To open a new operation today, talk to us.
Does it work outside Brazil or in another currency?
Yes. Each operation has its own country, time zone, currency and language, and the dashboard works in Portuguese, Spanish and English. See region settings.
How do you protect my customers’ data?
Each operation’s data is kept isolated, tokens and secrets are encrypted, and what goes to Meta is sent with email, phone and name hashed. See privacy and the LGPD (Brazil’s data protection law).
How do I cancel?
In Settings › Plan and billing, click Cancel subscription. Cancellation takes effect at the end of the trial or of the cycle you’ve already paid for, with no fee, and you can undo it until then. See the details.
See the path from ad to sale in your WhatsApp.
Try TraceClose free for 7 days with your team. No card needed to try.