#2532-Carousel Campaign CTA Visibility Issue

PrimeX 3 weeks ago

Hello BS Team,

In carousel campaign i have identified two issues that require clarification and support.

1. CTA tracking per card not visible in chat

Carousel contains 3 to 4 cards, each with different CTAs such as Book Now, Schedule, and Order Later.

When a user clicks on a specific CTA, the action is triggered. However over the shared inbox, it is not visible which specific card or CTA the user interacted with.

This creates a tracking gap because we cannot identify user intent based on the selected card.

Please clarify:

• Why it not pass the card level or CTA level reference inside the chat thread

• Is this a limitation from the WhatsApp Business Platform

• Is there a webhook based solution to capture card specific responses

2. Carousel not visible on WhatsApp Desktop

When the carousel template is received on the WhatsApp Desktop app, it shows the message: "This message can't be displayed here. Please open WhatsApp on your phone to view the message."

Please clarify:

• Is carousel currently supported on WhatsApp Desktop

• If not, is this a platform limitation from Meta

• Is there any solution to make desktop compatibility limitations

These two issues directly impact tracking accuracy and user experience. We need a technical explanation and recommended solution to proceed correctly.

Dear Prime X,

Thank you for taking the time to create the forum thread. Let me address your queries one by one.

1️⃣ Button Click Tracking

Currently, tracking which specific button was clicked is not available. However, I have discussed this with our development team, and they have confirmed that it is technically feasible. We plan to implement this improvement as soon as possible.

2️⃣ Carousel Not Visible on WhatsApp Desktop

This is not a limitation of BotSailor. The issue is due to a limitation on WhatsApp’s end, specifically with the WhatsApp Desktop application. Unfortunately, this is beyond our control.

We appreciate your understanding and thank you for being with BotSailor.

Best regards,

Kamrul Hasan

Hello Kamrul thank you for the update.

At the moment we are running paid campaigns using carousel creatives with multiple CTAs. Because the system does not pass card level or button level data we are unable to identify:

• Which specific carousel card the user interacted with

• Which CTA triggered the conversation

• Which ad variation is driving higher intent

This directly affects our campaign optimization and reporting accuracy.

Please confirm the expected timeline for implementation of CTA tracking.

Looking forward to your response.

Hello Bs team any update on this how soon this feature will be implemented

Dear PrimeX,

Thank you very much for your patience. We have implemented the feature, and you can now see which button was clicked but it will not show which Card was clicked. In the Shared Inbox, the button text will now be displayed.

Thank you.

Hello Kamrul Hasan,

Thank you for the update and for implementing the button click visibility.

I would like to check regarding the carousel card level tracking as well. Currently a carousel contains multiple cards and each card may represent a different product, offer or campaign angle. Even if the button text is visible it is still difficult to identify exactly which carousel card the user interacted with when the same CTA is used across different cards.

Please confirm If there is any plan to implement visibility of the clicked carousel card in the upcoming update.

This feature would be very valuable for campaign analysis and performance optimization especially when running multiple creatives within a single carousel.

Dear team any luck on carousel card base clicked visibility implementation?

Hello Kamrul,

Following up on the thread there has been no response regarding carousel card level tracking.

This is still a critical gap for us.

At present, we can only see the CTA text. There is no visibility of which specific carousel card the user interacted with. In our campaigns, multiple cards often use the same CTA. This makes the data incomplete.

Because of this:

• We cannot identify which product or offer the user selected

• Campaign performance analysis is inaccurate

• Optimization decisions are based on incomplete data

• Our campaigns are effectively running blind

From a business perspective asking users again what they selected is not practical. The user already sees the card. The system should reflect that interaction on the backend.

Please provide a clear update on:

• Whether carousel card level click tracking is being worked on

• Any expected timeline for this to be fixed and work

This is not a minor enhancement. It directly impacts campaign performance, reporting and outcomes.

We need a definitive response on this.

Hello BS team any luck on card level click tracking?

Hello BS team It has been quite some time and there is still no update on the carousel card level tracking. Even there is no tracking if the user come from the ad which ad they clicked.