Proactive chat control group sales comparison
Compare tracked purchases from visitors withheld from proactive engagement with results from engaged visitors.
What it is
Control Group holds back a proportion of eligible visitors from proactive engagement. Reports can compare their tracked sales with engagement results. The comparison includes sales, revenue, conversion rate and average order value.
Who uses it and why
- Users with the Settings role choose the control proportion and assignment period.
- Supervisors compare commercial outcomes and check the report's groups and measures.
Where to find it
Use Settings › General Settings › Website with the Settings role. Find Control Group (%), Sales Attribution (days) and Next Sale Conversion.
In applicable sales and conversion reports, look for the Control Group measures.
How it works
- A visitor qualifies for a proactive engagement and a candidate operator is available.
- If the visitor has no current assignment, INSIDE randomly assigns whether they belong to the control group using the configured percentage.
- The assignment remains in place for the sales attribution period. Control visitors are withheld from the qualifying proactive engagement.
- Reports use tracked purchases associated with control assignments to calculate comparison outcomes.
The control record retains the engagement context, including its event, operator, subsite and channel group, plus department when supplied. The assignment can be renewed after it expires.
Configure it
Set Control Group (%) to the desired share, then save. The default is zero, so new control assignments are off. The effective range is 0% to 50%.
Set Sales Attribution (days) for the assignment period. Its default is 30 days. Review proactive eligibility before comparing results so you understand which visitors could enter the group.
Choose Next Sale Conversion when applicable reports should use first-sale selection. Leave it off to include all qualifying sales under those reports' rules.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Control Group (%) | Settings › General Settings › Website | website | 0% | Settings role | Sets the proportion of eligible proactive visitors withheld as a comparison group, up to 50%. |
| Sales Attribution (days) | Settings › General Settings › Website | website | 30 days | Settings role | Sets how long the visitor's control assignment is retained; zero or negative values use 30 days. |
| Next Sale Conversion | Settings › General Settings › Website | website | Off | Settings role | Uses first-sale selection in applicable comparison reports instead of all qualifying sales. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure the website control-group percentage and associated attribution settings, subject to Settings permissions. |
Limits and good to know
- Assignment happens at qualifying proactive events with a candidate operator. The percentage is not applied to all website traffic.
- Existing unexpired assignments are retained. Changing the percentage does not immediately reassign those visitors.
- A small sample will not necessarily contain the exact configured percentage because selection is random.
- Sales tracking must be working for purchase outcomes to appear.
- First-sale and all-sale reporting can produce different totals. Report date ranges and filters also affect the comparison.
- Compare group sizes, eligibility and reporting rules before interpreting a revenue difference as an effect of engagement.
Depends on and works with
View all connections as a list
This feature uses
- Website and regional settingsConfigured by
Website settings set the control percentage, assignment period and first-sale reporting policy.
- Purchase tracking and sales totalsRequires
Tracked completed purchases supply the sales and revenue outcomes.
- Sales attribution to conversations and operatorsConfigured by
Sales attribution settings determine assignment duration and report selection policy.
- Proactive chat invitationsRequires
The comparison concerns visitors eligible for proactive engagement.
- Proactive chat control group settingsRequires
Proactive control groups assign and withhold eligible visitors.
- Reports data and metric definitionsConfigured by
Operator exclusions described in reporting settings affect the comparison results.
- Sales attribution and conversion reportsEnhances
Sales and conversion reports compare control and engagement results.
Used by
- Proactive chat control group settingsRelated
Control-group sales comparison uses the assignments made during eligible proactive attempts.
- Sales attribution and conversion reportsEnhances
Control-group sales add context to engagement comparisons.
FAQ and troubleshooting
Why are there no control-group results?
Check that Control Group (%) is above zero, qualifying proactive events occurred with candidate operators, and the report includes the relevant context and dates.
Why is the observed percentage different from the setting?
Assignments are random and made only for eligible visitors. Existing assignments also remain until expiry.
Why are control visitors still marked after I change the percentage?
The setting affects new assignments. Current assignments last for the configured sales attribution period.
Why do two reports show different control sales?
Check first-sale versus all-sale selection, date handling and report filters. Different report views do not necessarily include the same purchases.