Applies To: All (Users, Managers & Admins)
Attribution is a key component of the Endear platform, allowing all users to understand how their efforts are paying off in the form of customer purchases across any channel. Unlike most website tracking systems though, Endear does not base conversion off of clicks and cookies.
Instead, we consider both time passed since a message and engagement with the message to determine if the message converted.
By default, sales will be attributed based on the following rules:
If your message was an email:
The app will consider all purchases made within 5 days of a user's message as "converted", no matter what engagement looks like
The app will consider all purchases made within 30 days of a user's message as "converted", so long as your email shows engagement (the recipient opened, clicked, and/or replied to it)
If your message was a text / SMS:
The app will consider all purchases made within 7 days of a user's message as "converted", no matter what engagement looks like
The app will consider all purchases made within 30 days of a user's message as "converted", so long as your text shows engagement (the recipient clicked, and/or replied to it)*
*Endear considers all SMS messages as “open” since it is not possible to track SMS opens, but most analysis suggests that close to 100% of sms messages are opened so we disregard this type of engagement when analyzing SMS conversions.
If your message was Saleschat:
The app will consider all sales made within the same day
What about E-commerce sales?
So long as you've connected a channel to Endear, Endear does not exclude any orders. In other words, once you've connected a location to Endear (including your e-commerce site and any POS locations), the app will be able to tell you about any purchases made through those channels as a result of a message sent through Endear.
How do I change my company's attribution window?
Customers on our Professional or Enterprise plan can adjust the default values for the attribution rules in the Insights section of their settings.
Why is a sale showing up twice?
If two associates messaged the same customer and both messages fall within the window of attribution, the transaction will show up twice in your report.
While the order numbers and transactions totals will be the same, each entry will have an “attributable amount” (equal to the Total Order Value, excluding taxes and shipping) that then gets split across all users that sent a valid message within your company's attribution window.
If you want to delete one of the entries, you can delete a sale.
Why isn't an order showing up?
There are 2 reasons why a customer's purchase might not show in your Sales report:
The sale happened outside your company's designated window of attribution.
The sale was made through a POS or e-commerce site not connected to Endear.
If you believe a sale should have been reported, you can verify the details of the purchase from the customer's profile page.
What if a customer receives multiple messages within the attribution window?
When multiple messages are sent within the attribution window; we prioritize attribution on replies and customers interaction with a message. This way we know for sure that the customer is engaged with a Salesperson and it's leading to a sale.
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