At Hellotext we design our pricing model so that the growth of your e‑commerce business is reflected directly in the results you pay for. That’s why the way we attribute sales is crafted to ensure you only pay for what truly generates revenue through our platform.
Attribution Model: Last Click Non‑Direct
Last Click Non‑Direct: We attribute a sale only when the customer reaches your store via Hellotext (WhatsApp or SMS).
Before attributing the sale, we check the latest tracked click before purchase. If that last click has UTMs or tracking parameters from another channel (Meta, Google, email, etc.), we treat that channel as the last commercial source and cancel the Hellotext attribution, even if Hellotext impacted the customer earlier.
Attribution Window
1. Initial Impact When you send a message to a customer with a short link to your e‑commerce site, a 24‑hour window opens during which that interaction can generate a sale.
2. Automatic Extension If the user clicks the link, we extend the window on that device for an additional 7 days.
With this mechanism you can be sure that only sales that stem from an impact made through Hellotext are counted as attributable.
Scenarios in Which We Do Not Attribute Sales
- Sales not generated by Hellotext: any purchase that did not receive a direct impact via the platform.
- Different UTM on the last click: if the latest tracked click before purchase has UTMs or tracking parameters from another channel, we cancel the Hellotext attribution.
- Links sent by your team: links (including short links) that your team distributes directly in conversations.
- Manually created events: follow‑up or sales recording actions that you set up manually outside of Hellotext.
- Unconfirmed, canceled, or returned orders: we attribute only confirmed orders. Full cancellations or refunds reduce attributed revenue to zero, and partial refunds reduce the attributed amount to the final net order value.
What Happens When Your Team Joins the Conversation?
A sale is not automatically removed from attribution just because a teammate participates in the conversation. We look at who commercially drove the sale before the customer purchased.
Human Support Does Not Automatically Remove Attribution
If a teammate answers a support question, confirms availability, helps with sizing, or gives general assistance, the sale can still be attributed to Hellotext when the commercial path was driven by Hellotext.
For example, Hellotext may recommend products, the customer may ask whether a size is available, and a teammate may reply that the size is in stock. If the customer then purchases from the product recommendation, the sale may still be attributed because the teammate helped with support but did not take over the commercial sale.
Post‑Purchase Support Does Not Break Attribution
If Hellotext generated the original purchase before any human intervention, later support actions after the order was created do not remove the attribution. This includes color or size changes, address corrections, exchange handling, operational order edits, and support follow‑up.
In these cases, the teammate handled a post‑purchase support request. They did not generate the original sale.
If the order value changes after the original attributed purchase, we adjust the attributed amount fairly:
- If the final order value is the same, the attributed amount stays the same.
- If the final order value is lower after an exchange or partial refund, the attributed amount is reduced to the final order value.
- If the final order value is higher after a support change, the attributed amount is capped at the original attributed order value.
- If the order is fully canceled or refunded, the attributed amount becomes zero.
Human Sales Actions Can Remove Attribution
If a teammate performs a commercial action before the purchase, that can make the sale human‑driven instead of Hellotext‑driven. Human commercial actions include:
- sending a coupon,
- recommending products,
- sharing a product link,
- sharing a checkout link,
- manually recording a sale.
For example, if Hellotext recommends a product and a teammate later sends a different product link or a coupon, the sale may not be attributed to Hellotext because the teammate became the commercial driver.
The Latest Commercial Action Matters
When both Hellotext and a teammate perform sales actions, we look at the order of those actions before the purchase.
Hellotext may keep attribution when a teammate answers a question, Hellotext later sends a product recommendation or checkout link, and the customer purchases after Hellotext’s action.
Attribution may be removed when Hellotext sends a product recommendation, a teammate later sends a coupon or checkout link, and the customer purchases after the teammate’s action.
Human Takeover and Escalated Conversations
Sometimes a teammate may take over the sale even without sending a coupon or product link. If the conversation shows a sustained human‑led exchange immediately before the purchase, the sale may be considered human‑driven.
If Hellotext explicitly hands off the conversation to a human and the sale happens after that handoff, the sale may also be treated as human‑owned rather than Hellotext‑attributed. This helps ensure Hellotext is credited only when it was still driving the sale.
How We Explain Attribution Decisions
For each sale we review for attribution, we aim to show the evidence behind the decision, such as:
- the campaign, journey, or AI playbook that received credit,
- the message or event that originated the attribution,
- whether a teammate participated,
- whether the teammate’s participation changed attribution,
- the AI and human sales actions considered before purchase.
When needed, Hellotext may use AI to generate a plain‑language explanation from the underlying attribution evidence. The explanation should summarize the facts, not invent new ones.
Example explanations include:
- Sale was attributed because Hellotext recommended products before purchase and no human sales action was found.
- Human participated, but only answered a support question. The commercial action came from Hellotext.
- Human replied after the purchase, so the reply did not affect attribution.
- Human changed the order after purchase, so attribution remained with Hellotext but the attributed amount followed the refund and cap rules.
- Sale was not attributed to Hellotext because the last click before purchase had UTMs from another channel.
- Sale was not attributed to Hellotext because a teammate sent a coupon before the purchase.
- Sale was not attributed to Hellotext because the conversation was escalated to a human before the purchase.
Summary
Hellotext assigns revenue only to the channels that use our solution, ensuring your pricing model aligns with actual performance. If you have any questions about a specific case, feel free to contact us. We’re here to help you grow!