# Purchase tracking and sales totals

Record completed tracked purchases and update visitor, website and credited operator sales information.

*Release 3.3 · developer, operator, supervisor*

**Settings › General Settings › Website**

## What it is

**Sales** records purchases that your website reports as complete to INSIDE. Normal live sale processing updates the visitor's purchase summary, website and subsite sales, and the credited operator's sales information. Store order lookup is a separate feature and does not create a tracked sale.

## Who uses it and why

- Developers report completed purchases with stable identifiers and accurate item detail.
- Operators see purchase outcomes while assisting visitors.
- Supervisors review tracked sales and attributed operator results.

## Where to find it

Sales appear in visitor purchase context, live statistics and sales reports. They can also trigger a sale reaction on the floor.

The **Settings** role can manage **Auto set Visitor as Operator Favorite on Sale Conversion** in **Settings › General Settings › Website**.

## How it works

1. The website reports an order as complete through tracking.
2. INSIDE records the purchase and item detail, with the original and website currency values.
3. Normal live sale handling increases the visitor's sales count and cumulative total and updates their latest purchase information.
4. Website and subsite statistics update. When an operator receives credit, their sales count, total and configured percentage commission update.

Linked visitor identities currently on the floor receive the same updated commercial summary. The sale clears abandoned-basket state and can update recommendation and media purchase associations.

## Configure it

Have your developer report a stable merchant order identifier, completion status, total, currency and purchased items. Keep basket observations separate from completed purchases.

Enable **Auto set Visitor as Operator Favorite on Sale Conversion** if attributed purchasers should become favourites of the credited operator. The option is off by default.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Auto set Visitor as Operator Favorite on Sale Conversion | Settings › General Settings › Website | website | Off | Settings role | Automatically favourites the converted visitor for the operator credited with the sale. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Change the website's automatic favourite-on-sale option, subject to Settings permissions. |

## Limits and good to know

- Normal website sale handling requires a live visitor with cookies enabled. Do not assume identical live totals for no-cookie or offline observations.
- By default, INSIDE checks for an existing merchant order identifier within the website and subsite and suppresses repeat processing. Avoid duplicate completion sends; this check is not a guarantee against every concurrent duplicate.
- Missing completion lines can be recovered from a saved basket with the same total. A zero completion total can use an existing tracked total where available.
- Completing an assisted payment form alone does not create a tracked purchase. The website still needs to report the sale.
- A tracked sale reflects the integration's completion report. Do not assume later store refunds or cancellations automatically revise INSIDE totals.

## Depends on and works with

### This feature uses

- **Configured in** [Website and regional settings](ADM-004.md): Website settings control automatic favourites on attributed sales.
- **Configured in** [Sales attribution to conversations and operators](COM-021.md): Attribution determines whether an operator and conversation receive credit.
- **Configured in** [Purchase currencies and conversion](COM-023.md): Original money and website currency values are retained for tracked purchases.
- **Configured in** [Cookie consent and opting out](VIS-018.md): Normal live sale handling requires cookies to be enabled.
- **Works better with** [Product recommendations and purchase tracking](COM-017.md): Tracked purchase items can be associated with recorded product recommendations.
- **Works better with** [Basket tracking](COM-019.md): Saved basket observations can supply omitted purchase lines when the completion total matches.
- **Works better with** [Purchase details and conversion credit](COM-030.md): Tracked purchase history exposes recorded purchase detail and conversion evidence.
- **Works better with** [Avatar animation and reaction settings](CON-012.md): Tracked sales can trigger configured avatar reactions.
- **Works better with** [Stats Bar and My Stats](CON-024.md): The Stats Bar and My Stats display enabled sales and revenue measures from tracked purchases.
- **Works better with** [Customer contact identities across channels](CRM-005.md): Linked visitor identities currently on the floor receive updated sales summaries.
- **Works better with** [Sales attribution and conversion reports](REP-008.md): Completed purchases supply sales and conversion reporting.
- **Works better with** [Live show broadcasting](RTC-023.md): Live-show attendance can add a show association to a tracked purchase.
- **Works better with** [Company Shows with prerecorded videos](RTC-029.md): Video-show viewing context can receive purchase associations.
- **Works better with** [Favourite visitors](VIS-015.md): An attributed purchase can automatically favourite the visitor.

### Used by

- **Required by** [Sales attribution to conversations and operators](COM-021.md): Attribution applies to completed tracked purchases.
- **Required by** [Proactive chat control group sales comparison](COM-022.md): Tracked completed purchases supply the sales and revenue outcomes.
- **Required by** [Sales attribution and conversion reports](REP-008.md): Reports need recorded completed purchases to show sales.
- **Enhances** [Floor avatar indicators](CON-010.md): Completed purchases supply sale activity signals.
- **Enhances** [Avatar animation and reaction settings](CON-012.md): Tracked sales can trigger avatar reactions.
- **Enhances** [Operator notifications and alerts](CON-018.md): Completed purchases can generate sale notices.
- **Enhances** [Operator notification sounds](CON-020.md): Sales can trigger the Sale sound.
- **Enhances** [Monitor mode](CON-025.md): Tracked purchases supply sales information.
- **Enhances** [Festive floor themes](CON-028.md): Purchase activity can trigger themed sales presentation.
- **Enhances** [Visitor event targeting conditions](ENG-002.md): Recorded sales supply purchase filters.
- **Enhances** [AI resolution and first-contact metrics](AI-030.md): Completed purchases can update an autonomous conversation to resolved.
- **Enhances** [Product recommendations and purchase tracking](COM-017.md): Tracked completed purchases let INSIDE link recommended products to later sales.
- **Enhances** [Basket tracking](COM-019.md): Completion can turn tracked basket contents into purchased-item detail.
- **Enhances** [Purchase currencies and conversion](COM-023.md): Completed purchase tracking uses the website currency for converted values.
- **Enhances** [Purchase details and conversion credit](COM-030.md): Completed purchase tracking supplies the default purchase history; an alternative history integration can replace those results.
- **Enhances** [Product recommendation and purchase reports](REP-009.md): Completed purchases supply conversion counts and sales values.
- **Enhances** [Operation Analysis of visitor and sales activity](REP-017.md): Recorded purchases supply the sales series.
- **Enhances** [Voice, video and live show reports](REP-027.md): Recorded completed purchases supply attributed sales and order values.
- **Enhances** [Business Feed and Academy reports](REP-028.md): Recorded purchases contribute to the older company sales summary.

## FAQ and troubleshooting

### Why is the store order absent from INSIDE sales?

Reading the order from a store does not track it as a sale. Check the website's completion reporting, visitor context and consent mode.

### Why did reloading the confirmation page not create another sale?

The existing merchant order identifier can suppress repeated processing. Keep that identifier stable when reporting the same purchase.

### Why did an operator receive no credit?

A completed purchase can be tracked without an eligible conversation. Check the sales attribution rules and window separately.

### Why did a completed payment form not update Sales?

Payment-form completion and purchase tracking are separate. Check that the website reported the completed order.