How Chat Revenue counts sales
Every order that follows a chat lands in one of three groups, based on how strong the evidence is.
The three groups
| Group | What happened | How to read it |
|---|---|---|
| Sales driven by chat | The chat put the product in the cart, and the customer bought it. | The strongest claim. |
| Sales assisted by chat | The chat showed the product, and the customer added it to the cart themselves. | The chat helped them find it. |
| Shoppers who chatted first | The customer chatted and then bought, but none of the products the chat showed. | Context only. It is a correlation, not a sale the chat made. |
We never add the three groups together, because each one is a different claim.
How an order is linked to a chat
| Your shop | How we link them | The chat must be within |
|---|---|---|
| Shopify | By the customer's cart. | 30 days before the order |
| Shopify | By email address, if the customer gave it in the chat. | 7 days before the order |
| Any other shop | The chat sees the order on your order confirmation page, in the browser the customer chatted in. An order placed on another device is not seen. | 7 days before the order |
Products are matched by the product id in the product feed Zuzana reads. That is how we know the customer bought a product the chat showed or added.
When the numbers update
- Chat Revenue updates every 15 minutes, so a new order shows up within about 30 minutes.
- Sales driven and assisted by chat count from the day the chat started reporting the products it shows. They build up from then on, not backwards.
Not set up yet? Follow the guide for Shopify or for any other shop.
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