Sales attribution to conversations and operators
Associate a completed tracked purchase with an eligible conversation and operator within the website's attribution period.
What it is
Sales Attribution links completed tracked purchases to eligible conversations and operators. It lets you report sales associated with an INSIDE engagement. A purchase can still be tracked when no conversation qualifies for credit.
Who uses it and why
- Users with the Settings role set the attribution period and contact matching.
- Developers report purchases and maintain any website-specific attribution integration.
- Operators review sales credited to their conversations.
- Supervisors compare credited sales and conversion reports.
Where to find it
Use Settings › General Settings › Website with the Settings role. Look for Sales Attribution (days), Contact Sales Attribution and Next Sale Conversion.
Review results in sales and conversion reports and tracked purchase history.
How it works
By default, INSIDE looks backwards from the purchase time for the visitor's most recent qualifying chat conversation. The conversation must start within the attribution window, have an assigned operator and meet the active-chat eligibility classification. The default window is 30 days.
When Contact Sales Attribution is enabled and a linked contact is available, conversations for that contact's visitor identities can also be considered. Valid chat referrals and video or live-show references can change the selected conversation. A website-specific integration can override default selection.
The operator assigned to the selected conversation receives the credit. INSIDE records the purchase association and updates conversation conversion information and applicable live metrics.
Configure it
Set Sales Attribution (days) to the required positive number of days and save the website settings. A zero or negative value uses 30 days; it does not disable attribution.
Enable Contact Sales Attribution only when you want linked contact visitors included. It is off by default.
Choose Next Sale Conversion when applicable conversion reports should count the first qualifying sale. It changes report selection; it does not make the underlying purchase history contain only one order.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Sales Attribution (days) | Settings › General Settings › Website | website | 30 days | Settings role | Sets how far before a purchase INSIDE looks for an eligible conversation; zero or negative values use 30 days. |
| Contact Sales Attribution | Settings › General Settings › Website | website | Off | Settings role | Allows linked contact visitors to be considered when choosing the conversation for a sale. |
| Next Sale Conversion | Settings › General Settings › Website | website | Off | Settings role | Limits applicable conversion reports to the first qualifying sale rather than all qualifying sales. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure website sales attribution, subject to Settings permissions. |
Limits and good to know
- Purchases excluded from conversion do not follow the normal credit selection.
- An operator response or a conversation alone is not enough: the purchase must complete through tracking and meet the applicable rules.
- Conversation summary information may show the initial conversion. Use individual purchase records to inspect several sales linked to one conversation.
- Recommendation attribution has its own period and SKU matching rules. Its totals need not match conversation credit.
- Reports can include related purchases after the selected conversation period. The report date range and sales attribution window serve different purposes.
- Credit records an association under the configured rules; it does not prove the conversation caused the purchase.
Depends on and works with
+2 more · this feature uses
- Sales attribution and conversion reportsEnhances
Sales reports use recorded credit and first-sale or all-sale policy.
- Company Shows with prerecorded videosEnhances
Video-show referral context can participate in purchase credit selection.
+7 more · used by
- Broadcast acceptance and queue action reportsConfigured by
Sales attribution settings determine which purchases contribute to Queue Actions conversion and revenue.
- Sales attribution and conversion reportsConfigured by
Conversation attribution determines which sales are credited to conversations.
- Social messaging and SMS reportsConfigured by
Sales attribution settings determine the purchases credited in messaging conversion reports.
- Event, link and Virtual Assistant reportsConfigured by
Sales attribution settings determine the purchases included in event and link conversion results.
- Missed opportunity estimates and reportsConfigured by
Sales attribution settings affect the conversion evidence and sales values used in estimates.
- Service Overview performance comparisonsConfigured by
Sales attribution settings determine the purchases credited in performance conversion measures.
- Reporting data availability and warning logsRelated
Sales attribution settings help investigate a Sales Attribution Mismatch warning.
View all connections as a list
This feature uses
- Website and regional settingsConfigured by
Website settings control the attribution window and contact matching.
- Starting, ending and expiring chatsRequires
Eligible conversations provide the engagement and assigned operator.
- Chat linksEnhances
Valid chat referral links can direct purchase credit to the referring conversation.
- Product recommendations and purchase trackingRelated
Recommended-product purchase associations are separate from conversation and operator sales credit.
- Purchase tracking and sales totalsRequires
Attribution applies to completed tracked purchases.
- Purchase details and conversion creditEnhances
Purchase history can show conversion evidence for a credited order.
- Contact matchingEnhances
Contact matching can extend candidate conversations to linked visitor identities.
- Custom scripts managed by PowerfrontConfigured by
A website-specific integration can override default conversation and operator selection.
- Sales attribution and conversion reportsEnhances
Sales reports use recorded credit and first-sale or all-sale policy.
- Company Shows with prerecorded videosEnhances
Video-show referral context can participate in purchase credit selection.
Used by
- Proactive chat control group settingsConfigured by
Sales Attribution supplies the assignment lifetime.
- AI resolution and first-contact metricsConfigured by
Website sales attribution supplies the fallback sale window.
- Product recommendations and purchase trackingRelated
Recommendation purchase links use different matching rules and periods from conversation sales credit.
- Purchase tracking and sales totalsConfigured by
Attribution determines whether an operator and conversation receive credit.
- Proactive chat control group sales comparisonConfigured by
Sales attribution settings determine assignment duration and report selection policy.
- Purchase details and conversion creditConfigured by
Conversation attribution determines the conversion evidence and credited sales.
- Chat performance and tab visibility reportsConfigured by
Sales attribution determines which purchases contribute to summary conversion.
- Team comparison reportsConfigured by
Sales attribution settings determine which purchases contribute to team conversion and revenue.
- Broadcast acceptance and queue action reportsConfigured by
Sales attribution settings determine which purchases contribute to Queue Actions conversion and revenue.
- Sales attribution and conversion reportsConfigured by
Conversation attribution determines which sales are credited to conversations.
- Social messaging and SMS reportsConfigured by
Sales attribution settings determine the purchases credited in messaging conversion reports.
- Event, link and Virtual Assistant reportsConfigured by
Sales attribution settings determine the purchases included in event and link conversion results.
- Missed opportunity estimates and reportsConfigured by
Sales attribution settings affect the conversion evidence and sales values used in estimates.
- Service Overview performance comparisonsConfigured by
Sales attribution settings determine the purchases credited in performance conversion measures.
- Reporting data availability and warning logsRelated
Sales attribution settings help investigate a Sales Attribution Mismatch warning.
FAQ and troubleshooting
Why was a sale credited to a different operator?
Check the selected conversation's assigned operator, later eligible conversations, contact matching and referral context. Website-specific attribution rules may also apply.
Why is a purchase tracked but not credited?
It may have no eligible conversation within the window, be excluded from conversion, or lack an assigned operator in the qualifying conversation.
Does setting the window to zero turn attribution off?
No. Nonpositive values use the 30-day default.
Why do first-sale and all-sale reports differ?
Next Sale Conversion restricts applicable reports to a first qualifying purchase. All-sale reporting includes further qualifying purchases.