• What is an Iframe?

  An IFrame (Inline Frame) is an HTML document embedded inside another HTML document on a website. The IFrame HTML element is often used to insert content from another source, like a form or advert, into a Web page. The IFrame will appear as part of the website but in effect, functions as a separate page. If your site contains IFrames, CANDDi will only be able to track it if you are able to add the CANDDi tracking code within the IFrame. Have more questions? Contact us at color f18743 (helSome readers

• 5 ways CANDDi finds out peoples identities

  CANDDi uses five different ways to identify website visitors. Our aim is that within 3 months CANDDi should be identifying between 15-20% of the visitors to your site. Enquiry forms placed on customers’ websites that include name, email and contact number. This is opt-in data that gets pulled through into your dashboard. CANDDi Capture is placed as a 'pop up' enquiry form on the customer’s website. When filled in, a notification can be sent out in real-time to the client. Again, this isSome readers

• Website problems with stripping query string parameters

  Summary: Occasionally (mis-configured) websites will strip off Query string parameters from URLs. If there are problems with your URL stripping off query string parameters there will be some problems such as CANDDi not fully working, stripping off 3rd party analytic sites such as Google Analytics, there will also be problems with your email campaigns. How to check: In your web browser enter: (https://storage.crisp.chat/users/helpdesk/website/1c83d770d9d68200/f2a533b0-703e-462c-ad6Few readers

• Does the tracker affect my page speed?

  The CANDDi Tracker JavaScript is designed to have as little impact on your website as possible. When you include your tracker code we will make a call back to CANDDi and as much as possible we will then perform loads and calls asynchronously in the background. Google Page Speed Insights: Using a tool like Google Page Speed Insights can give some excellent pointers on how to improve the speed of your site and what is actually causinFew readers

• New Account Setup Process

  We Create The Account When you come to set up a new account, you should first email help@canddi.com, giving: the new account name the name of the Key User the URL that needs to be tracked. Send the client their code Once this account has been created, you should go to the dashboard, copy the tracking code and send it to the client, to be put in the header or footer of every page of their website. If you can't find the tracking code, look here (https://support.canddi.coFew readers

• How to install the Javascript Tracker

  The Javascript Tracker refers to the six lines of Javascript which need to be inserted into every page of your website CANDDi uses this Javascript to record the data from each visitor Installation steps: As soon as CANDDi Ltd has received your payment, then your CANDDi account will be set up. You should receive a welcome to CANDDi email. You should also receive an email containing details about your CANDDi Tracker. This will contain a personalized link (looking something like http://wwFew readers

• Can CANDDi track my forms?

  CANDDi can track almost all forms on your website, but if you notice your form is the same as below, then CANDDi will not be able to track this. If you're unsure of how to check this then get in touch with your IT team or our support team. 'AJAX with a content type of Content-Type:multipart/form-data' is a type of form CANDDi will not be able to track. (https://storage.crisp.chat/users/helpdesk/website/326fc0b46a48a400/3b06910e-272b-4476-8b93-2a5e49dgai90.png) We can’t track this becauFew readers

• How to prospect with CANDDi using your Company Identified stream

  Whilst you wait for your visitors to become fully identified on CANDDi via the Capture forms, 1-2-1 email Plugin or an Email Campaign click-through, you can still use all of the leads provided by the the Company Identified stream for prospecting within CANDDi. But what is the best way to prospect these leads? Personally, I would break it down into three steps and make full use of the three buttons in the Contact Info section of the visitor profile screen (see below). These buttons take away theFew readers

• HTTPs website with HTTP Javascript

  If you have recently made the move for your website to load on HTTPs instead of HTTP then you will need to make sure you have the correct CANDDi tracking code in your site. For example, if the tracking code in your HTTPs site looks like: </noscrFew readers

• Can CANDDi track my Live Chat?

  You will notice in your dashboard there is an 'Additional Tracking' page under 'Settings'. CANDDi is now able to track several different Live Chats. Below, we will explain which Live Chat services CANDDi can track, and exactly what will show in the activities of a visitor. Chat Heroes Visitor's Email address Agent's name Chat conversation Show/hide chat window Drift Visitor's email address Opened/Closed Drift welcome message LiveChat Start/End chat Chat conversatiFew readers

• Why should I use the CANDDi Email Signature Generator?

  In short the CANDDi Signature Generator is a quick and easy way to create a professional email signature, which will generate identified visitors when the recipient clicks through to your website. Identifying visitors enables you to then create streams, reports and alerts and in turn focus on the customers that are important right now. Have more questions? Contact us at or 0161 414 1080Few readers

• Group Policy Installation

  Group Policies can be used to install the Outlook Plugin in an organisation with a Windows Server, so that the IT department can manage everything centrally. This saves a lot of time, as you don’t have to install the plugin on each user's computer individually. NOTE: This is a technical FAQ and requires a knowledge of Windows Server Configuration. Download the Outlook plugin from here. The CANDDi Outlook plugin WILFew readers

• How do I use the CANDDi Email Signature Generator?

  Simply go to http://www.canddi.email/signature to generate signatures like this: Step 1: Enter your basic contact details under the 'Your Info' header. Step 2: Click 'Social Media' and add relevant information. Step 3: Click 'Styling' to add your company logo and make styling changes. Step 4: Click 'How to Install' and follow the instructions to add your new signature to your preferrFew readers

• Technically, how does CANDDi work?

  CANDDi is a website analytics and tracking tool. The software itself works by the Campaign and Digital Intelligence Client (herein the ‘Client’) placing a small snippet of Javascript code into the header/ footer of their website. Once in place, visitors to the website will be tracked using two first-party cookies. CANDDi is then able to associate website activity with a device linking sessions and visits. CANDDi is able to link this device, and therefore onsite activity, with a visitor's identFew readers

• What does a Salesperson dashboard look like?

  A Salesperson level user has the most streamlined view out of all of the access levels. They can only see their own Assigned stream, and any streams that have been specifically shared with them.    They can still create/edit their own email triggers, raise support tickets and access the Email Integration wizard, the FAQs and the Onboarding information but they cannot access any ofFew readers

• Using CANDDi for customer Conversion / Retention / Onboarding

  SaaS businesses have very different use cases (and different data-sets) to "traditional" businesses. Specifically when the product is an online application then companies (including CANDDi ourselves) are using CANDDi technology to track visitor behaviour/activity throughout their site use. This article looks at how SaaS companies use CANDDi as a real-time retention/support platform by understanding how individual (registered) users are engaging with your site. By using tags, they can then buildFew readers

• Find CANDDi visitors (with a given email address) from Leads / Contacts

  This guide describes how to set-up Salesforce to use ‘find visitors’ within CANDDi. Follow the steps below: Enter Setup. Select Leads or Contacts. The process is identical for either - both of these can have a CANDDi button / link. Select App Setup -Customize -Leads -Buttons Links and Actions, then click ‘New button or link’. (https://storage.crisp.chat/users/helpdesk/Few readers

• Why is CANDDi pulling the wrong name into a visitors profile from an Anthill CRM Campaign?

  If you're testing CANDDi tracked links on an email campaign from Anthill CRM and you send a ‘Test Campaign’, this can result in the wrong name being pulled through into a visitor profile and sometimes causing multiple names or emails per profile. This is caused when sent specifically as a ‘Test’ Campaign as it selects a random recipient from your subscribers list. When you’re generating a tracked link in CANDDi and sending a regular campaign the tracked link should appear similar to the belowFew readers

• How do I teach CANDDi to understand my forms and pages?

  CANDDi will try and map the information it receives from the pages on your site with a set of known data types, such as First Name, City or Email Address. With this information, CANDDi can make smarter decisions and be more useful to you. Sometimes CANDDi needs some help understanding what sort of data your website is using, and will need you to explain what each piece is. If you have any pages or forms which are not being decoded properly, you will have a notification in your nightly summarFew readers

• Bug: Fixing text colour for Identified visitors

  Sometimes, when you change the ‘text colour’ in CANDDi Capture’s settings, the wizard sometimes doesn’t update the screen for ‘logged in’ visitors properly. We are working on a proper fix for this, but in the meantime please do the following: Navigate to the CANDDi Capture settings: ‘Settings’ ‘Capture settings’ Select the advanced view Find '.CQ-canddi .CQm-user-id' (you may wish to search for this) Change values to 'padding:10px; color: FFFFFF;' Have more questions? Contact usFew readers

• How many people are viewing my document/content?

  One key frustration for content creators is that once it leaves your hands, it's nearly impossible to keep tabs on how your content is performing. Are the sales team sharing it? Are prospects looking at it? Do they look for seconds, or for ages? Do they come back to it or share it? Does seeing it contribute to them closing eventually? If you want to see who's looking at a particular document/piece of content... Upload it to www.canddi.download Make a stream to show who has viewed it 3Few readers

• Does all of my site need CANDDi tracking?

  Yes! In order to track all visitors and give a full picture of their journey, all of your site needs to have CANDDi tracking in place. By not having CANDDi installed throughout your site it is likely that not all visitors will be logged. A consequence of this is that some visitors may not be identified and not all information may be completely accurate. We always advise using the CANDDi tracking check to double check everything is working correctly. If you don't achieve a perfect score, don'Few readers

• How do I track an offsite link?

  CANDDi will be able to track when a visitor clicks on a link on your website that takes them to a third party website. If you have links/URLs on a webpage, then you will need to make sure this URL is in the 'Core Analytics' page (found under settings). Once you've found the URL in this list, you will need tFew readers

• Tracking Sharpspring Forms

  If you have Sharpspring on your website, you'll recognise that it integrates in a very similar way to CANDDi by installing a javascript snippet into the headers across the site.  Getting both CANDDi and Sharpspring to work simultaneously on your forms is possible, it just takes a little configuration at the back end.  Follow these steps to get them both working.  Step 1 You will have Sharpspring script placed on your site that looks something like the below. We need to edit this scriptFew readers

• Why isn't CANDDi tracking data from my form(s)?

  CANDDi provides visitor level tracking. We track every interaction a visitor has with your website, including form submissions and data entered by the visitor. This is one of the methods CANDDi uses to identify actual individuals on your site. Occasionally CANDDi struggles to capture or to interpret data from forms - this FAQ examines some of the reasons behind this. If you have had an inbound enquiry that you can see details for but that CANDDi has no details on, raise a support ticket and seFew readers

• HTTP vs HTTPS (What's the difference?)

  HTTP (HyperText Transfer Protocol) was originally introduced in order for network administrators to share information between websites and browsers. In recent years, most websites have begun to use HTTPS (HyperText Transfer Protocol Secure) for better security. HTTPS relies on one of two methods to encrypt and translate information between sites: Secure Sockets Layer (SSL) or Transport Layer Security (TLS) These work in the same way by using what is called a Public Key Infrastructure (PKI). EFew readers

• Why are some users active and some not?

  Active users are CANDDi Insights dashboard users that have created a password and have logged in to the dashboard.  If a dashboard user is showing as inactive, it means that they haven't logged to the CANDDi Dashboard yet. Have more questions? Submit a requestFew readers

• Check if web pages are being tracked by CANDDi

  We have a chrome extension which you can use to see whether pages have CANDDi-tracking on them. It can be downloaded here. You'll see a screen like this... Select "Add to Chrome", and you should see this icon in the top right of your screen when you are on a webpage that is being tracked by CANDDi. Like so:Few readers

• What is an AJAX request?

  An AJAX request is a particular process that is triggered by an action on your website. Most often, this is triggered when someone clicks SUBMIT on your website in order to submit a contact/enquiry form, but sometimes it can be when they action a search on your site. If you’d like to read more, head to their wiki page: here (http://en.wikipedia.org/wiki/Ajax(programming). Have more questions? Contact us at or 0161 414 1080Few readers

• How to find your original CANDDi Tracking Code

  In order to find your CANDDi tracking code, follow these steps: Go to your dashboard and navigate to Settings Tracker Code On the following page you will see your original CANDDi tracker code. We suggest you click the "Copy Code" button so that no part of the code is accidentally missed out. (https://storFew readers

• Do I need to make changes to my website other than pasting the tracking code?

  No in most cases. However we recommend the following for getting the maximum value from CANDDi: All forms on the website have explicit field names and are the same across the website (eg. email for ‘email’). We automatically recognise most of them but we would struggle automatically knowing what "Input24" means. Login section should be accessed using an email to maximise the capture of identity for your customers. All downloads should be made by an explicit click on a link pointingFew readers

• Is my site working with CANDDi tracking?

  We've developed a nifty new tool to help you double check if CANDDi is working as it should be on your website. All you have to do is this: Follow this link to our new tool Enter the URL you wish to check Hit "test" Let the system work its magic A tracking score out of 24 will be generated (screenshot below). If you don't achieve 24 / 24 this meanFew readers

• Different User Levels

  CANDDi supports different user levels: Sales People, Users and Admins. This article describes the different functionality available at each level. In order to change a user's permissions/levels, Administrators should head to Settings --Users on the top menu 1. Sales People The salesperson level is the lowesFew readers

• Help! I can't login to my account.

  If you are experiencing issues logging in please simply follow the steps below and this should allow you access. If you are still experiencing issues with logging in please contact support on help@canddi.com or call 0161 414 1080. Have more questions? Submit a requestFew readers

• What are Google Tracking (UTM codes)?

  Google Support has a page here that goes into detail about UTM codes. Have more questions? Contact us at or 0161 414 1080Few readers

• How CANDDi tracks Ninja forms

  CANDDi tracks Ninja forms in a very particular way. If there is any disruption then CANDDi will not be able to read any data from the forms. When somebody completes the form, the data is then sent to Ninja Forms to track. Once Ninja Forms have tracked the data it returns back to the original page. CANDDi then codes into the Ninja Forms to track the data. If anything disrupts the flow of the Ninja Form thenFew readers

• What makes a good website enquiry form?

  The web enquiry form is perhaps one of the most important functions of a website, yet with surprisingly regularity, the most overlooked. With the endless possibilities there are when building a website, it’s easy to forget the whole idea is for it to act as a shop window to your business. Your website enquiries should act as a simple door in, without requiring clients or customers to encounter hurdles just to get in touch with you. When it comes to website forms, it can be easy to completely uFew readers

• Flash plugin required (pop-up in Firefox)

  CANDDi uses Flash cookies as one mechanism to store data (alongside regular cookies) to attempt to identify returning visitors to your site. Firefox 29 and above are likely to help the user by prompting them when a site requires a plugin which isn't installed (or which is out of date). Firefox is trying to help the User by pointing out that they should upgrade their flash (note tFew readers

• Why do different profiles have different data?

  You may notice that different profiles show different data. For example, one profile may have company information including phone numbers, URL and address, however, some profiles may not have any company information at all. CANDDi runs a reverse IP lookup to pull through information into a profile. For example, when a visitor comes to your site, CANDDi will take their IP address and run a reverse IP lookup. If a company has registered their information to the IP address then you will see thisFew readers

• How to add new users to CANDDi

  This document covers how to add additional users to your CANDDi Account. This can only be performed by an Admin level user. If you don't see the 'settings' menu (pictured below) then please contact your account administrator (or support@canddi.com). (https://storage.crisp.chat/users/helpdesk/website/54632cdb5236a4Few readers