Room Tag is a label that can be added to conversations in Mekari Qontak to indicate a specific condition or stage in the conversation. This label can be added manually by an agent, automatically through automation, or by a bot based on the conversation flow.

Room Tags can be used as triggers to send CAPI events because the process of labeling conversations is already part of the team’s workflow. This allows you to use labels that are already used to indicate stages of customer interaction without having to create a new workflow. Room Tags can also be adapted to various business models and are not limited to e-commerce businesses.

In this guide, you will learn how to use Room Tags as triggers in a use case to send CAPI events and connect them to Meta Standard Events according to the stages of customer interaction.

A. How to Configure a Use Case

1. Log in to your Qontak account, then select the “Inbox” menu.
   

2. Then, in the “All chats” section, select one chat room.
   

3. Next, move your cursor to the Room Tag section.
   

4. Create the Room Tag that will be used as a conversion indicator. Use a consistent and easy-to-distinguish label name to avoid errors when selecting the label.
   

5. Make sure the currency selected in the “Conversion value” field matches the currency configured previously, for example, “IDR”. Then click “Submit”.
   

6. After it is successfully submitted, a pop-up stating “Purchase sent to Meta” will appear, indicating that the event “Purchase” has been successfully sent to Meta.
   

B. Recommended Label Scheme

The following scheme can be used as a reference and adapted to your business process.

With this scheme, Meta can gain an overview of the customer journey at each stage. You can also identify the stage at which the most potential customers drop off.

Important
Label Naming Guidelines:
- Use lowercase letters for all label names.
- Use hyphens (-) as separators between words, not spaces.
- Use clear and easy-to-understand terms to avoid differences in interpretation among agents.
- Avoid using abbreviations that are understood by only some team members.
- Document the meaning of each label and communicate it to the entire team.

C. Factors Affecting the Success of CAPI Event Delivery

The quality of Conversion API data is affected by the team’s consistency in adding labels to conversations.

Make sure every conversation that ends with a purchase has the appropriate label. Without this label, the purchase may not be identified as resulting from a conversation, making the sales data sent through the Conversion API inaccurate.

To maintain consistency in adding labels, you can implement the following measures:

1. Automate label assignment
   Use automation to add labels that can be assigned automatically, such as labels for marking incoming chats. This way, agents do not need to add them manually.

2. Limit the number of trigger labels
   Use only the labels that are truly necessary to reduce the likelihood of agents missing a label. A few consistently used labels are more effective than many labels that are used only occasionally.

3. Establish clear work procedures
   Explain when each label should be added and include these guidelines in the training materials for new agents. This ensures that all agents follow the same process.

4. Conduct regular monitoring
   Compare the number of Purchase events sent with the number of actual transactions in your sales records. If there is a significant difference, review the agents’ compliance with label assignment.

   To calculate ROAS, make sure the Purchase event includes the transaction value.

D. Label Assignment Behavior in Certain Conditions

• Multiple labels in one conversation.
  If a conversation has multiple labels configured as triggers, each label will trigger the corresponding event. This condition can be used to map the sales funnel.

• The same label is added repeatedly.
  If the same label is added again to the same conversation, the related event may be triggered again.

• A label is removed from a conversation.
  If a label configured as a trigger is removed from a conversation, the behavior of the event associated with that label will follow the system configuration. However, for CAPI events, if the event has already been sent, it cannot be withdrawn.

This concludes the explanation of how to send CAPI Events via Room Tag.