Sales attribution and conversion reports
Inspect recorded orders, sales attributed to conversations and conversion across chat outcome groups.
What it is
Conversion Sales links orders to their associated conversations. Conversion Detail breaks those sales down to purchased items. All Sales lists recorded sales by sale date, while Conversion Summary shows daily conversation and conversion totals.
Who uses it and why
Supervisors review sales associated with engagement. Operators with the Reports role inspect credited orders. Administrators maintain attribution settings and check purchase recording with their integration team.
Where to find it
Use Reports › Live Chat › Conversion Sales, Conversion Detail or Conversion Summary. Social and Text also provide these reports. Voice Calls provides Conversion Sales and Conversion Detail.
Use Reports › General › All Sales for recorded sales in a sale-date range. Attribution options are at Settings › General Settings › Website.
How it works
- Select the website, report and dates.
- In conversion sales or detail, choose the available chat-date or sale-date basis.
- Set the report's available filters and select Apply Filters.
- Check the order, conversation, sale amount and conversion time. Open linked conversations where available.
A chat-date report selects chats in the period and considers associated later sales within the attribution rules. A sale-date report selects sales in the period and considers earlier associated chats. The same date range therefore answers different questions.
Conversion Sales uses order-level detail. Conversion Detail uses item-level detail, so a multi-item order can occupy several rows. All Sales uses the sale date and can include orders without conversation credit.
Summary groups distinguish proactive and reactive outcomes. Conversion divides sales by the eligible chats or visitors in that group. Average order value divides sales value by sales count. Neither measure is a count of unique buyers.
Where offered, Show Original Currency adds the order's original-currency value alongside the report's monetary values.
Configure it
With the Settings role, open Settings › General Settings › Website.
Set Sales Attribution (days) to the required positive number of days. The default and fallback are 30 days. Enable Next Sale Conversion if supported conversion reports should consider only the first sale after a chat.
Enable Contact Sales Attribution if attribution should also look through an available contact record. Review this with the purchase-tracking and contact-matching setup.
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 long after an engagement a sale can be attributed to an operator; non-positive values fall back to 30 days. |
| Next Sale Conversion | Settings › General Settings › Website | website | Off | Settings role | Limits supported conversion reports to the first sale after a chat. |
| Contact Sales Attribution | Settings › General Settings › Website | website | Off | Settings role | Allows purchase attribution to look for a conversation through the visitor's contact when a contact is available. |
Permissions
| Permission | Lets you |
|---|---|
| Reports | View sales and conversion reports. |
| Settings | Manage the website's sales-attribution settings. |
Limits and good to know
- Later purchases can change an earlier chat-date conversion result as report data becomes available.
- Merge Chats, where offered in summaries, changes the conversation count used for comparison.
- Adding item rows is not the same as counting orders.
- A sales count divided by chats is not necessarily a unique-customer purchase percentage.
- Reporting depends on purchases being recorded and linked correctly. A missing credit is not proof that no purchase occurred.
Depends on and works with
+1 more · this feature uses
- Conversation detail and abandonment reportsRelated
Conversation detail helps investigate the handling associated with a credited sale.
+2 more · used by
- Social messaging and SMS reportsRelated
Sales reports explain the attribution and date basis used by messaging conversion results.
- Voice, video and live show reportsRelated
Sales reports explain conversation attribution when comparing voice and video conversion figures.
View all connections as a list
This feature uses
- Website and regional settingsConfigured by
Website regional settings control the date, time and number formats used in reports.
- Purchase tracking and sales totalsRequires
Reports need recorded completed purchases to show sales.
- Sales attribution to conversations and operatorsConfigured by
Conversation attribution determines which sales are credited to conversations.
- Proactive chat control group sales comparisonEnhances
Control-group sales add context to engagement comparisons.
- Purchase currencies and conversionConfigured by
Currency setup affects monetary values and display.
- Contact matchingEnhances
Contact identity can contribute to attribution when contact sales attribution is enabled.
- Report selection and filtersRequires
Sales reports use the reporting workspace.
- Reports data and metric definitionsRelated
Metric definitions explain counting units, date bases and reporting availability when reconciling sales.
- Conversation detail and abandonment reportsRelated
Conversation detail helps investigate the handling associated with a credited sale.
Used by
- Stats Bar and My StatsConfigured by
Sales-attribution settings affect the credited sales and conversion figures shown in personal statistics.
- Purchase tracking and sales totalsEnhances
Completed purchases supply sales and conversion reporting.
- Sales attribution to conversations and operatorsEnhances
Sales reports use recorded credit and first-sale or all-sale policy.
- Proactive chat control group sales comparisonEnhances
Sales and conversion reports compare control and engagement results.
- Purchase currencies and conversionEnhances
Sales reporting uses converted values and can include original currency evidence.
- PCI Payment Form in web chatEnhances
Conversion reporting can show payment-form use, completion and elapsed time.
- Purchase details and conversion creditEnhances
Sales reports expose order-level and item-level conversion evidence.
- Product recommendation and purchase reportsRelated
Sales reports explain how order totals and conversation credit differ from recommendation conversion.
- Social messaging and SMS reportsRelated
Sales reports explain the attribution and date basis used by messaging conversion results.
- Voice, video and live show reportsRelated
Sales reports explain conversation attribution when comparing voice and video conversion figures.
FAQ and troubleshooting
Why do All Sales and Conversion Sales differ?
All Sales selects recorded sales by sale date. Conversion Sales includes conversation-attributed sales and applies its selected date basis and conversion rules.
Why does an order appear on several detail rows?
Conversion Detail reports purchased items. Use Conversion Sales for order-level review.
Why did an old period gain sales?
A later purchase may have been attributed to a chat in that period, or the reporting data may have refreshed.
Why is an expected sale missing?
Check purchase recording, the selected date basis, attribution window, first-sale option and data availability. Then inspect the order's conversation association.