Conversations | Tracking and attribution rules
Applies to Popsell platforms starting with Version 4.4
Update Version 4.4.11 : sales attribution no longer relies on segments, but directly on chatrooms.
Update Version 4.7.2 : segments are deprecated.
Introduction
Purpose of the conversational program
The Popsell platform enables Members to chat with each other inside of the Popsell community, and to chat with customers visiting the Brand website. Thanks to the “Popsell Community Widget”, customers visiting an e-commerce website can be put in touch with Members, who will advise them via chat or video.
When a conversation occurs, the Member can be rewarded if an order is placed. In addition to online orders, Popsell is also able to track in-store purchase.
Conversations and segments
The Popsell Instant Messaging platform works as an endless conversation thread (called “conversation”). The principle is similar to that of platforms like WhatsApp or Facebook Messenger. When a conversation occurs between two members, or between a member and a visitor, it can be resumed at anytime.
Rewarding the conversations
As of version 4.4, segments are no longer used to reward conversations and attribute sales. Challenges are based on conversations, dialogues, and ratings.
Sales attribution
Attribution rules
An order is attributed if at least one message is exchanged by each party (1 by the Member and 1 by the customer), prior to the order.
In case of phygital conversations, a message from the visitor is automatically created to reflect that the conversation was initiated in person.
The last message must have been sent within the deadline
For example, if a delay of 2 weeks is applied, and the last message is sent 3 weeks before the order is placed, the order will not be attributed.
If the last message is sent 1 week before the order, the order will always be attributed. Even if the previous message was sent 3 weeks before.
Attribution is made regardless of whether the last message may have been sent by the member or by the visitor.
Should a visitor chat with two different members before placing his order, the sale is assigned to the dialogue that has the most recent message before the order is placed.
Attribution is made regardless of the status of the Member.
Real-time and offline attribution
When orders are placed online, a first check is made whether a dialogue was made.
When an order is placed online, an initial check is made to see if a dialogue had already taken place, with at least one message exchanged by each party. If so, the sale is attributed to the Member.
Of course, an online order or an in-store purchase will be attributed only if the dialogue was initiated before the time of purchase.
In-store purchase
If store purchases are synchronised with the Popsell platform, a night check can be performed, based on the identification of the visitor (thanks to his email address).
If a dialogue was made on line prior to the purchase, the sale is attributed to the Member.