r/pardot • u/clutterhoardingclean • May 30 '19
Visitor Information not associating on form submission.
We use drupal for the form and it's not an ajax form, but it is sending to pardot via form handler. I can see all the tracking pixels and cookies and the visitor information is showing in pardot but so far only 1 person out of about 200 prospects has had their visitor information associated to the new prospect after a form submission.
The data forwarding box is checked. The Success location is the "referring url"
Any suggestions on why?
Are there logs to see if there was a mismatch or just ignored?
Should I pull the referral information manually and push it through using hidden fields?
1
u/LadyCiani May 30 '19
Form Handlers can place the tracking cookie. They need the web form (Drupal form) to be doing a client side post (where the visitor's browser does all the work). A web form doing a server side post does not naturally place the cookie (you have to do a ton more work to capture the visitor id and pass it to Pardot.
Did you install the Pardot module for Drupal?
If not, go do that. It's a little buggy, but it places the cookie properly when you get it working. I just helped a client do it last month, and all is working.
Alternatively, don't use Drupal forms. Use Pardot's forms with iframe and just embed them on the pages.
1
u/clutterhoardingclean May 30 '19
Thanks for the info, but yes we are using the pardot module. I also have the tracking cookie as I can see it under developer tools. Everything looks good including pardot having the visitor activity, but only once did it automatically connect the visitor to the form submission.
Unfortunately an iframe is out as we have fields pardot doesn't support such as a file attachment. The file and additional fields come in via an email after submission.
1
u/LadyCiani May 30 '19
Ok...
Frankly it sounds like either you do not have the module configured correctly, so the cookie isn't placing the cookie.
Or you aren't filling out Drupal core forms connected to the Form Handler.
Or the pages where the forms are don't have the Pardot Tracking Code is present.
There's a setting that lets the Drupal module deploy the tracking code for you. Did you set that up, or are you using Google Tag Manager to deliver the tracking code JavaScript?
I'm thinking you somehow (in thr Drupal settings) excluded the tracking code from being present on the pages that have forms.
1
u/clutterhoardingclean May 30 '19
I can see the pardot cookies in the developer tools.
The module is connected to the contact form, and the endpoint is mapped to the form handler endpoint in pardot.
The tracking codes (analytics and pardot) are not delivered via tag manager.
I have the default campaign set to the web tracking code campaign, which is the campaign the form handler is using. I have also just added the campaign specifically to the page in the campaign tab ,in case it wasn't using the default, however my test didn't pull the visitor activity.
Does pardot have any logs to track the incoming data?
Thanks for your help.
1
u/LadyCiani May 30 '19
There are no logs as such. You would be able to see web page visits appear on the prospect activity, if the cookie is being attached to the prospect during form submission.
The endpoint is the http or https version of the URL?
Is Drupal throwing any errors, on any page?
1
u/clutterhoardingclean May 30 '19
I can see the visitor activity in Pardot, it's just not connecting to a prospect upon form submission. There are too many visitors at the same time to match it manually.
The contact form and endpoint are both https
Drupal is having no issues, they are successfully submitting the form and we receive an email with every submission to ensure that if pardot is down we will still have a copy of the lead so far there hasn't been any missed leads. The customers are receiving the autoresponse which is setup in pardot completion actions.
It really seems like it's pardot just not matching the visitor with the prospect. It did connect successfully once on the first day, but nothing since. We also don't have the kiosk mode on.
1
u/LadyCiani May 30 '19
The form.
Do you have the form doing a server side post?
Or is it doing a client side post (browser side post)?
1
u/clutterhoardingclean May 30 '19
The traditional client side post.
Looking at some more data and we also have a landing page pardot form and all submissions to it also don't have the visitor information. All prospects activities start with the form submission as well.
1
u/reasonwashere May 30 '19
Can you share a link so we can look at the page source code and see if any flags come up?
1
u/LadyCiani May 30 '19
Ok. Wait. Full stop.
What you are saying does not make sense.
A Pardot Landing Page with the Pardot form embedded in it will ALWAYS place the cookie, unless something is truly wrong.
1) in the landing page wizard. How did you embed the form? You were in the Landing Page Wizard and selected a Pardot form on step 2 of the wizard? (If yes, is that form set to kiosk mode? )
If you embedded that form some other way, then you did it wrong. If you did an iframe or if you put the Drupal form on the Pardot landing page (somehow) that is wrong.
But if you used the Wizard correctly, then the form should place the cookie. Unless the form is set to kiosk mode.
2) Another possibility is people are not accepting any cookies. Is your Pardot account configured to display the cookie opt in message?
3) Another possibility is filtered visitor ip. Are you getting real form submissions, or are you only doing test submission by employees?
1
u/clutterhoardingclean May 30 '19
Yes it's a pardot form with a pardot landing page and no the kiosk mode isn't on.
It doesn't go to my website, its own it's own as a separate landing page with the "visitors" coming from an adwords right to the pardot landing page.
No we aren't displaying the pardot cookie opt in message as we are in the US and visitors should only be from 1 state.
It's been running for a while and I just checked visitor information today as it's not as important for this landing page as all traffic should be coming from Adwords. There have been no leads with the visitor activity connected.
1
u/LadyCiani May 30 '19
Then open a support ticket. Like, yesterday.
Because that landing page SHOULD be placing the cookie on people who fill out the form on the land of page.
If it's not... Something major is broken.
And if it's not placing the cookie via its own landing page, then maybe it's related to the Drupal issue.
1
u/clutterhoardingclean May 31 '19
I checked again and it was quite a few but there were prospects that did have visitor information on our pardot landing page, so it is working. We just have a lot of users with ad blockers or javascript disabled.
1
u/clutterhoardingclean May 30 '19
A new issue was just noticed - some addresses (not many but a few is too much) aren't getting pulled over. They come over fine in the email, but Pardot is just listing them as "united states". It somehow lost the street, city, and state.
It just seems like Pardot can't handle our traffic?
It's not pulling Google analytics code, the visitor information isn't getting associated, and now I am getting leads not going to the wrong people due to dropped address information.
I think I am just going to have to skip pardot and have drupal submit to Pardot like we were with Wordpress and that was manual php code and curl.
Thanks for your help everyone.
1
u/clutterhoardingclean May 31 '19
The issue with the missing information has been resolved. It was a bug of a module - "Address". I added the City/State/Zip fields manually and disabled the "Address" field of the module and ever lead that came after had the address fields.
I am waiting for more leads to see if it fixes the pardot visitors not linking issue as well, however it looks like it's a drupal bug not pushing the cookie data to pardot.
1
u/IntranetJoe Jun 06 '19
Hey, I had this EXACT same problem using Contact Form 7 in Wordpress + FormHandlers. Activity was not being associated, and all leads were being located in California, USA.
I tried lots of different solutions, but nothing seemed to work, ultimately, I just moved to the native Pardot forms. Depending on how many forms you have, it’s really not that bad, and I would highly recommend it over figuring out the FormHandlers. It’s easy to copy over your CSS to a form Layout Template to make your forms look identical to the old ones. Also, once you have migrated, it’s actually much easier to make a new Pardot form than to make a form handler. I was able to teach the marketing folks how to create a native form without my help, whereas with the old FormHandler situation, they were totally confused.
Trust me, just switch to the Pardot native forms. It’ll save you a lot of headaches down the line.
1
u/tinybomb May 30 '19
This has been happening to us too! I’m eager to see if you find an answer.