# Sales attribution and conversion reports

Inspect recorded orders, sales attributed to conversations and conversion across chat outcome groups.

*Release 3.3 · admin, operator, supervisor*

**Reports › Live Chat › Conversion Sales** · **Reports › Live Chat › Conversion Detail** · **Reports › Live Chat › Conversion Summary** · **Reports › General › All Sales** · **Settings › General Settings › Website**

## 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

1. Select the website, report and dates.
2. In conversion sales or detail, choose the available chat-date or sale-date basis.
3. Set the report's available filters and select **Apply Filters**.
4. 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

### This feature uses

- **Requires** [Purchase tracking and sales totals](COM-020.md): Reports need recorded completed purchases to show sales.
- **Requires** [Report selection and filters](REP-001.md): Sales reports use the reporting workspace.
- **Configured in** [Website and regional settings](ADM-004.md): Website regional settings control the date, time and number formats used in reports.
- **Configured in** [Sales attribution to conversations and operators](COM-021.md): Conversation attribution determines which sales are credited to conversations.
- **Configured in** [Purchase currencies and conversion](COM-023.md): Currency setup affects monetary values and display.
- **Works better with** [Proactive chat control group sales comparison](COM-022.md): Control-group sales add context to engagement comparisons.
- **Works better with** [Contact matching](CRM-003.md): Contact identity can contribute to attribution when contact sales attribution is enabled.
- **Related** [Reports data and metric definitions](REP-002.md): Metric definitions explain counting units, date bases and reporting availability when reconciling sales.
- **Related** [Conversation detail and abandonment reports](REP-006.md): Conversation detail helps investigate the handling associated with a credited sale.

### Used by

- **Configures** [Stats Bar and My Stats](CON-024.md): Sales-attribution settings affect the credited sales and conversion figures shown in personal statistics.
- **Enhances** [Purchase tracking and sales totals](COM-020.md): Completed purchases supply sales and conversion reporting.
- **Enhances** [Sales attribution to conversations and operators](COM-021.md): Sales reports use recorded credit and first-sale or all-sale policy.
- **Enhances** [Proactive chat control group sales comparison](COM-022.md): Sales and conversion reports compare control and engagement results.
- **Enhances** [Purchase currencies and conversion](COM-023.md): Sales reporting uses converted values and can include original currency evidence.
- **Enhances** [PCI Payment Form in web chat](COM-024.md): Conversion reporting can show payment-form use, completion and elapsed time.
- **Enhances** [Purchase details and conversion credit](COM-030.md): Sales reports expose order-level and item-level conversion evidence.
- **Related** [Product recommendation and purchase reports](REP-009.md): Sales reports explain how order totals and conversation credit differ from recommendation conversion.
- **Related** [Social messaging and SMS reports](REP-012.md): Sales reports explain the attribution and date basis used by messaging conversion results.
- **Related** [Voice, video and live show reports](REP-027.md): 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.