Sales & Gamification
By Conversa Labs
By Conversa Labs
Sales management, books of business, goals, goal-over-goal, gamification, leaderboard, rewards, commissions, wallboard and lead score.
Sales & Gamification overview
Overview The Conversa Labs Sales & Gamification module turns your support operation into a measurable, motivated sales machine. In one place it brings together sales management (per-rep customer portfolio, goals and distribution), gamification (leaderboard, points, levels, leagues, badges and trophies), the rewards economy (coins and a prize catalog), commissions and a real-time wallboard to display the live ranking. The key differentiator: the numbers come from real product events. When a deal is won in the CRM, a payment is confirmed, a catalog sale happens, an appointment is booked or a follow-up converts, the module records points automatically — no manual spreadsheet entry. The platform also includes Engagement & Lead Score, which measures each contact's engagement and computes a configurable lead score. Prerequisites - An active Conversa Labs account with the Sales & Gamification module enabled (optional feature, turned on by an administrator/operator). - For the engagement and lead-scoring features, the Engagement & Lead Score module must also be enabled. - An access role with the sales management permission to configure goals, rewards and commissions. Reps usually get a role with access to their own portfolio and ranking. - Real events flowing through the platform (CRM deals, payments, bookings, etc.) so the scoreboard has something to score. Step by step 1. Ask an administrator to enable the module for your account. 2. Define the sales access roles (for example, rep and sales manager) and assign them to the team. 3. Organize the customer portfolio: each rep now owns their contacts, conversations and deals. 4. Create your first goals (and, if you like, goal-over-goal tiers) per period. 5. Turn on gamification: confirm the point sources, badges and the leaderboard. 6. Build the rewards economy (coins and catalog) and/or the commission plans. 7. Open the wallboard on an office TV or share the display link. 8. Track the Reports to measure attainment, payout and progress. Settings & options - Sales management: portfolio, per-rep isolation, transfer, distribution and goals. - Gamification: leaderboard, points, levels, leagues, contests, badges and recognition. - Rewards: coins, prize catalog and redemption queue. - Commissions: plans with tiers, accelerators, SPIFs, clawback and statements. - Wallboard: scenes, animations, a read-only display token and visual branding. - Engagement & Lead Score: event catalog, point groups, weights and the timeline. Use cases - Give each rep a private portfolio and measure individual results precisely. - Create healthy competition with a live ranking on the wallboard and team rewards. - Reward behaviors (not just sales) with coins redeemable for prizes. - Pay commissions transparently, with auditable statements. - Prioritize the hottest leads by their engagement score. Tips, limits & best practices - Start with goals and one or two point sources; add complexity gradually. - Keep the rules visible to the team — gamification works when it's transparent. - Use the wallboard as a daily ritual (morning/afternoon) to keep engagement high. - Remember points derive from real events: make sure the CRM, Payments and Calendar are being used correctly. Troubleshooting - I don't see the module: it may not be enabled for your account or your access role — talk to an administrator. - The scoreboard is empty: confirm there are active goals in the period and that events (deals, payments) are happening in the platform. - A rep can't see another rep's portfolio: that's expected — per-rep isolation is intentional. See also - Sales management: portfolio, per-rep isolation and goals - Goal-over-goal and collective team rewards - Gamification, leaderboard, rewards and commissions - Real-time wallboard (TELÃO) - Engagement & Lead Score: engagement and lead scoring
Sales management: portfolio, per-rep isolation and goals
Overview Sales management gives each rep their own customer portfolio — their contacts, conversations and deals — with per-rep isolation, meaning one rep can't see another rep's portfolio. On top of that you define goals (quotas) per period and distribute new contacts fairly. The owner of each record tracks the customer durably: even if the conversation is archived, the ownership link remains. Ownership is the backbone of the module: it powers rankings, individual goals and commissions. That's why the module handles the portfolio end to end — assignment, transfer (with history carry-over) and automatic distribution (round-robin). Prerequisites - The Sales & Gamification module enabled for the account. - An access role with the sales management permission to configure the portfolio, transfer/distribution rules and goals. - Reps registered as agents and assigned to the appropriate sales roles (for example, rep and sales manager). - For full privacy between reps, the granular permissions capability must be available on your plan; without it, visibility falls back to team/inbox rules. Step by step 1. Define the sales roles. Create/adjust the roles (rep, sales manager) and the visibility scope (account, teams or inboxes). 2. Assign owners. Each contact, conversation and deal gets a responsible rep (owner). 3. Configure distribution. Turn on round-robin so new contacts are split automatically across the team. 4. Transfer when needed. Move the portfolio (or specific records) from one rep to another; the history goes with it (carry-over). 5. Create goals. Set each rep's quota per period (week/month/quarter) and the metric (for example, Revenue won for won deals or Settled revenue for paid orders). Settled revenue reads the order ledger, so it includes registered external sales and does not count a raw charge separately. 6. Track attainment. Use the panel/reports to see who is near or above target. Who is a seller, and who the seller of each record is Sales → Portfolio has four tabs: - My portfolio — the records you own. - All sellers — the consolidated view: every seller with the size of their portfolio (contacts, open conversations, open deals) and the revenue attributed to them. This is where a manager compares the team in one place. - Sellers — the roster of who sells in this account. - Unassigned — paid sales that were credited to nobody. The seller roster is not a permission: the management permission still means "administers the module"; being on the roster means "is a seller". While the roster is empty, every agent keeps being offered in the pickers and in distribution — exactly as before. To set the seller of a record: - Contact — in the contact panel. - Conversation — in the Sales side panel, under Seller (portfolio), next to Handling now. They are different things: the assignee changes with every hand-over; the seller is who holds the relationship and receives the points, the goal progress and the commission. - Deal — in the deal detail, next to the assignee. - Many contacts at once — through the bulk action in the contacts list. Who may change it: an administrator, anyone with sales management, or the current owner handing their own client over. A seller cannot help themselves to somebody else's client. Every change is recorded in the portfolio transfer log. Mind the isolation. Per-seller isolation (a seller cannot see another's portfolio) only takes effect with granular permissions available and the isolation mode configured. Without it, management is administrator-driven and visibility follows the team/inbox rules. Settings & options - Owner (record owner): durable link on contacts, conversations and deals. - Per-rep isolation: each rep sees only their own portfolio; managers get a broader view per role. - Transfer: manual (one by one or in bulk) or rule-automated, with history carry-over. - Distribution (round-robin): splits new contacts automatically. - Goals: per rep and per period, with the metric that makes sense for the business. - Isolation mode: tune how private the portfolio is, based on team maturity. Use cases - Inbound sales team: each new lead automatically drops to the next rep in line. - Territory reorg: transfer a departed rep's portfolio to another, without losing history. - Manager-led operation: a manager tracks everyone's portfolio; each rep sees only their own. - Monthly goals with daily tracking on the panel and the wallboard. Tips, limits & best practices - Set the owner from the start — rankings, goals and commissions depend on it. - Prefer automatic distribution to avoid lead disputes. - When transferring portfolios, tell the team to keep the customer relationship warm. - Start with one clear goal metric (e.g., deals won) before combining several. Troubleshooting - A rep can't see a contact they should: confirm they're the owner and that the role/access scope is correct. - Leads aren't being distributed: check that automatic distribution (round-robin) is on and that there are eligible reps. - The goal doesn't show up for the rep: check that there's an active goal in the current period and that the rep is in the correct scope. See also - Sales & Gamification overview - Goal-over-goal and collective team rewards - Gamification, leaderboard, rewards and commissions - Real-time wallboard (TELÃO)
Seller roster: who sells, who gets a portfolio
Overview The seller roster answers a question the platform could not answer before: who sells in this account? Until now, the owner of a contact, a conversation or a deal was simply some user of the account — the transfer picker offered every agent, distribution could hand a client to anyone, and whoever left the sales team kept showing up as if nothing had changed. With the roster, the sales team becomes explicit: whoever is on it is offered in the pickers and receives clients from automatic distribution; whoever leaves stops receiving them without losing anything that is already theirs. A roster is not a permission. The sales management permission still means "administers the module" (goals, rewards, commissions, rules). Being on the roster means "is a seller". The two are independent — a manager who administers the module without selling is common. Prerequisites - The Sales & Gamification module enabled on the account. - The sales management permission (or administrator) to add, remove and bring sellers back. Viewing the list is open to any participant of the module. - Sellers must be members of this account (agents). A user from another account can never be added, nor be given a portfolio. Step by step 1. Open Sales → Portfolio and go to the Sellers tab. 2. Under Add a seller, pick an agent and confirm. Only agents who are not on the roster appear. 3. To take somebody off the team, use Remove from the team and confirm. They stop receiving new clients. 4. To bring them back, use Bring back on their row. 5. Use the search and status filters to review active sellers or people who left. 6. For an inactive row with no portfolio, goals, transfers or financial history, use Delete permanently and confirm. It never deletes the account user. Settings & options - Status — Active (receives new clients) or Left the team (no longer does). - Joined — the date the seller was added, recorded automatically. - The roster is a set: each agent appears exactly once. Adding an inactive seller again reactivates the existing row instead of creating a duplicate. Use cases - A sales team separate from support. Only the sales people are on the roster, so automatic distribution never routes a lead to somebody doing support. - A seller on leave or offboarded. Take them off the team: they stop receiving new clients, while their portfolio, commissions and goals stay intact so the period can be closed. - An account that has not organised the team yet. Leave the roster empty: everything works exactly as before, with every agent available. You organise it when you want to. Tips, limits & best practices - While the roster is empty, the pickers and distribution keep offering every agent. That is deliberate: filling it in is your decision, not an obligation. - Removing somebody does not redistribute their portfolio. Use Transfer portfolio (same page) to hand the clients over — the history goes with them. - Leaving is recorded, not erased. The person stays in the historical ranking, in the commissions already accrued and in the revenue already attributed. - A seller taken off the roster who still holds clients keeps appearing in the All sellers tab, marked Off the roster — so their portfolio never becomes invisible. Troubleshooting - The agent is not in the list to add: they are already on the roster (check the table below the picker) or they are not a member of this account. - "Could not save the roster": your role does not have sales management, or the chosen user is not a member of the account. - The Sellers tab does not appear: the module is off on the account, or your role does not have sales management (the management tabs only appear for roles that can use them). - Distribution stopped assigning: with a populated roster it only hands clients to active sellers. If a rule points at somebody who left the team it no longer assigns — update the rule or bring the person back. - Permanent deletion was refused: the seller has portfolio, goal, transfer or financial history. Keep the row inactive so that history remains auditable. See also - Sales management: portfolio, per-seller isolation and goals - Sales with no seller: revenue credited to nobody - Sales & Gamification overview
Sales with no seller: revenue credited to nobody
Overview A paid sale counts towards the account's revenue even when nobody is credited for it. When that happens the money shows up in the total and disappears from every per-seller breakdown: nobody earns points, no goal advances and no commission is accrued. The Sales → Portfolio → Unassigned screen exists so that difference does not stay hidden. It lists the paid sales with no seller and lets you attribute one right there. Why a sale ends up with no seller The seller of an order is inherited in a cascade when the order is registered: 1. the deal linked to the order, if there is one; 2. otherwise the order's contact; 3. otherwise external attribution — which is off by default. So an e-commerce order (Kiwify, Hotmart, Nuvemshop…) for a contact who has no seller yet, with no CRM deal, ends up unowned — and stays that way until somebody attributes it. Prerequisites - The Sales & Gamification module enabled. - The unified revenue ledger enabled (it is what consolidates the paid sales). - The sales management permission (or administrator) to attribute. Step by step 1. Open Sales → Portfolio and go to the Unassigned tab. 2. Review the list: customer, source, payment date and amount. 3. Click Attribute a seller on the row and choose who should get the credit. 4. Confirm. Points, goal progress and commission start counting for that person and the row leaves the list. Settings & options - The list shows only the sales with no seller by default — it is the queue to drive to zero. - Attributing a sale that already had a seller reverses the previous credit and credits the new one; leaving it blank returns the sale to the unassigned queue. - The Revenue page also shows the Unattributed bucket in the per-seller breakdown, with the exact amount that has not been credited. Use cases - An external checkout sale with no CRM. The customer bought through the link, with no conversation and no deal. Attribute it to the seller who worked the lead. - Month-end close. Before approving commissions, drive the queue to zero so every seller's statement reflects reality. - Reconciling revenue. If the revenue total does not match the sum per seller, the difference is here. Tips, limits & best practices - Attribute early. Points and goals are computed per period; attributing after the close fixes the commission but does not give back the motivational effect of the ranking at the right time. - Prefer giving the contact an owner. If the customer tends to buy again, set the seller on the contact: the next sales are attributed from the start and the queue stops growing. - Do not attribute "just to clear the list". The credit moves commission money; attributing the wrong person is worse than leaving it blank. Troubleshooting - The tab does not appear: the unified revenue ledger is missing, or your role does not have sales management. - "Invalid owner": the person you chose is not a member of this account. - The list is empty but revenue does not add up: the sales may be attributed to somebody who left the team — check the All sellers tab, where they appear marked Off the roster. - The sale comes back after attributing: the order was reprocessed by the gateway webhook with no seller at the source. Set the seller on the contact to break the cycle. See also - Seller roster: who sells, who gets a portfolio - Sales management: portfolio, per-seller isolation and goals - Unified revenue ledger
Goal-over-goal and collective team rewards
Overview Goal-over-goal lets you stack objectives in layers: beyond the base goal, you create a super goal and a mega goal. Whoever passes a level unlocks the next one, with over-achievement accelerators (growing rewards for going further) and goal chaining (one goal unlocking the next). This keeps the team motivated even after hitting the initial target. In parallel, collective team rewards reward the whole team when it reaches (or exceeds) an agreed goal. The grant is idempotent by goal, tier and period — meaning the reward is granted exactly once for each combination, with no risk of duplicates. Prerequisites - The Sales & Gamification module enabled. - The sales management permission to create goals, tiers and rewards. - Individual and/or team goals already structured (see the sales management article). - Rewards configured (points, badges, coins or prizes) to attach to the tiers. Step by step 1. Create the base goal for the period (per rep or per team). 2. Add the tiers super and mega on top of the base, setting each one's trigger (for example, 110% and 130% of the base). 3. Configure the accelerators for over-achievement: define what grows as attainment advances. 4. Chain goals, if desired: when one goal is completed, the next is unlocked automatically. 5. Define the collective reward: choose what the team earns when it hits the agreed goal. 6. Track the grant: when the trigger is reached, the collective reward is granted exactly once (idempotent) for that period/tier. Settings & options - Goal tiers: base, super and mega, each with its own trigger. - Over-achievement accelerators: rewards that grow as the rep passes the goal. - Goal chaining: completing one goal unlocks the next. - Collective reward: a reward granted to the team when the agreed objective is reached or exceeded. - Idempotency: each combination (goal + tier + period) yields at most one grant. Use cases - End-of-month campaign with base, super and mega to stretch the result. - Team bonus when everyone together hits the agreed number (not just the top performers). - A sequence of chained challenges across a quarter. - An accelerator for those who pass 100% — the more they sell, the more they earn. Tips, limits & best practices - Calibrate the triggers so super and mega are ambitious but attainable. - Combine individual reward (accelerator) with collective reward to balance competition and collaboration. - Communicate the tiers and prizes clearly — transparency multiplies the effect. - Trust idempotency: the collective reward isn't granted twice, even with reprocessing. Troubleshooting - The collective reward wasn't granted: confirm the team reached the trigger in the period and that the collective reward is attached to that tier. - A super/mega tier didn't unlock: check that the trigger is above the previous level and within the correct period. - The accelerator didn't apply: verify the rep actually passed the configured threshold. See also - Sales management: portfolio, per-rep isolation and goals - Gamification, leaderboard, rewards and commissions - Real-time wallboard (TELÃO) - Sales & Gamification overview
Gamification, leaderboard, rewards and commissions
Overview Gamification brings the team's performance to life. Points are derived from real product events — a deal won in the CRM, a confirmed payment, a catalog sale, a booking or a follow-up conversion — and feed a live leaderboard with a podium, levels, leagues, contests (individual and team), badges/medals (Bronze to Diamond), certifications, public recognition and Pareto analysis. On top of that layer, the platform brings a rewards economy (coins redeemable for prizes in a catalog) and the commission modules, with tiered plans, accelerators, SPIFs, clawback and auditable statements. Commissions are computed from real events — by default on the confirmed payment, with the option to compute on the won deal. Prerequisites - The Sales & Gamification module enabled. - The sales management permission to configure points, rewards and commissions. - Real events flowing (CRM, Payments, Catalog, Calendar, Follow-ups) to generate points and compute commissions. - A prize catalog and/or commission plan defined, depending on what you'll use. Step by step 1. Confirm the point sources. Decide which events score and with what weight. 2. Configure levels and leagues. Define the progression (levels) and the competition groups (leagues). 3. Create contests. Launch challenges per period, individual or team. 4. Turn on badges and recognition. Choose the trophies (Bronze→Diamond) and how to celebrate achievements. 5. Build the coin economy. Define how the team earns coins and set up the prize catalog. 6. Manage redemptions. Approve and track the prize redemption queue. 7. Create the commission plan. Define tiers, accelerators, SPIFs and clawback rules. 8. Track the statements. Check the computation (accrued → approved → paid) and use the simulator. Settings & options - Leaderboard: live ranking with a podium and real-time updates. - Points: derived from real events, with configurable weights. - Levels and leagues: individual progression and competition groups. - Contests: challenges per period, individual and team. - Badges/medals and recognition: trophies from Bronze to Diamond, certifications and broadcast. - Coins and catalog: coin earning + redeemable prizes + redemption queue. - Commissions: tiered plans, accelerators, SPIF, clawback, statements and a simulator (computed on the confirmed payment by default; won deal as an option). - Niche packs (Program Packs): ready-made templates to start fast (SaaS, retail, real estate, infoproduct, agency and B2B). Use cases - A daily ranking on the wallboard with a podium for the top three. - A weekend flash contest (SPIF) for a specific product. - A prize store where the team swaps coins for benefits. - Transparent commission, with a statement the rep can check at any time. Tips, limits & best practices - Start with a few point sources and a lean catalog; grow over time. - Use the niche packs to accelerate the initial setup. - Note that crediting a commission (computing it) is different from ranking: define each rule clearly. - Review redemptions regularly to keep trust in the coin economy. Troubleshooting - Points don't appear: confirm the real events are happening and that the point source is active. - The coin balance looks wrong: remember the balance is the sum of the movement history (credits and redemptions). - The commission wasn't computed: check the trigger rule (confirmed payment or won deal) and the plan's period. - A redemption got stuck: check the redemption queue and pending approvals. See also - Real-time wallboard (TELÃO) - Goal-over-goal and collective team rewards - Sales management: portfolio, per-rep isolation and goals - Sales & Gamification overview
Real-time wallboard (TELÃO)
Overview The wallboard (TELÃO) is the live showcase of the sales operation. On a big screen — an office TV or a full-screen browser — it shows the real-time ranking with animated re-sorting, a moving podium, a team thermometer (progress toward the goal) and celebrations when someone hits the base, super or mega goal. It's the perfect tool to create energy and focus for the team. The wallboard supports multiple scenes (rotating, for example, between individual ranking, team ranking and contests), can be opened with a read-only display token (without exposing the account) and accepts visual branding (whitelabel) to match your brand. Prerequisites - The Sales & Gamification module enabled, with gamification configured (points/leaderboard). - The sales management permission to generate the display link/token and adjust scenes. - Active goals in the period to feed the thermometer and the celebrations. - A display screen (TV, monitor or full-screen browser) with internet access. Step by step 1. Open the wallboard settings in the Sales & Gamification module. 2. Choose the scenes you want to display (individual ranking, team, contests) and the rotation order. 3. Adjust the appearance (colors, logo and visual identity) to match your brand. 4. Generate the read-only display token to open the wallboard on public screens safely. 5. Open in full screen on the office TV/monitor using the display link. 6. Watch it live: the ranking re-sorts, the podium animates and reached goals are celebrated automatically. Settings & options - Scenes (multi-scene): rotate between different panels. - Animated re-sorting: the ranking reorganizes in real time with each new score. - Moving podium: animated highlight for the top performers. - Team thermometer: a collective progress bar toward the period's goal. - Celebrations: visual effects when base, super and mega goals are reached. - Display token (read-only): a safe link for public screens, with no account login. - Visual branding (whitelabel): your own colors, logo and theme. Use cases - A TV in the sales room showing the day's ranking all the time. - A scene dedicated to a flash contest during a campaign. - An instant celebration when a rep closes a deal (effect on the wallboard). - A wallboard at events/kickoffs to recognize the team publicly. Tips, limits & best practices - Use the read-only token for public screens — avoid leaving a logged-in session exposed. - Rotate scenes to keep the wallboard interesting throughout the day. - Pair the wallboard with rituals (day open/close) to reinforce the habit. - On long-running displays, prefer full-screen mode and keep the browser up to date. Troubleshooting - The wallboard doesn't update in real time: check the internet connection and reload the display page. - The display link won't open: confirm the display token was generated and is still valid. - Celebrations don't appear: check that there are active goals in the period and that gamification is configured. - The brand isn't showing as customized: review the wallboard's visual branding options. See also - Gamification, leaderboard, rewards and commissions - Goal-over-goal and collective team rewards - Sales management: portfolio, per-rep isolation and goals - Sales & Gamification overview
Engagement & Lead Score: engagement timeline and configurable scoring
Overview Engagement & Lead Score measures how engaged each contact is and computes a configurable lead score. Every relevant interaction becomes an event on a timeline tied to the contact — and that timeline survives even if the originating conversation or deal is deleted, because the events are stored independently. You define an event catalog (a kind of behavior "pixel"), organize the events into point groups and assign weights to each one. Real product events — messages, deals, follow-ups, payments, bookings, catalog sales, emails — are mapped to that catalog and add (or don't add) points according to the weight. With this, your team prioritizes the hottest leads. This module is the lead axis (the contact), complementary to the Sales module, which is the actor axis (the rep). When it makes sense, the same event can grant dual credit: engagement points for the contact and, if the actor is a rep, XP for the rep in the Sales module. Prerequisites - The Engagement & Lead Score module enabled for the account (optional feature, turned on by an administrator/operator). - The engagement management permission to configure the event catalog, groups and weights. - Real events flowing through the platform (conversations, messages, CRM, payments, calendar, follow-ups, catalog) to feed the scoring. - For the rep's dual XP credit, the Sales & Gamification module must also be enabled. Step by step 1. Build the event catalog. Register the events you want to track (each with a name, group, icon and default points). 2. Define the point groups. Group events by theme (for example, support, purchase, marketing). 3. Adjust the weights. Give more points to the most important events; use weight 0 to just record (track) without scoring. 4. Choose the dedup policy per event: count always, once per contact, or with an interval (cooldown). 5. Track the timeline. On the contact panel, see the engagement timeline and the lead score. 6. Prioritize and segment. Sort lists by score and build segments of the hottest leads. 7. (Optional) Track external events. Use the tracker (pixel) with a token to record events outside the platform. Settings & options - Event catalog (definitions): key, name, group, icon, default points and whether it's active. - Point groups: named counters that add points by theme. - Weights: score per event (including 0 to record without scoring). - Deduplication: count always, once per contact, or with a cooldown (configurable interval). - Lead score: overall and per-group score, shown on the contact and usable to sort/segment. - Dual credit: the same event can score the contact (engagement) and the rep (XP in Sales). - Tracker (pixel): a public token-verified endpoint for external events. - Retention: an optional retention period for the timeline events (no point decay in v1). Use cases - Prioritize the lead queue by the contacts with the highest score. - Create a "hot leads" segment for a targeted sales action. - Track a contact's journey on a single timeline, even after archiving conversations. - Record behaviors outside the platform (a page visit, an email open) via the pixel. Tips, limits & best practices - Start with a few high-value events; refine the weights over time. - Use weight 0 to trial a new event before deciding how much it's worth. - Pick the right dedup policy to avoid inflating the score (e.g., "once per contact" for sign-ups). - Remember: in v1 there's no point decay — the score is cumulative. Troubleshooting - The lead score doesn't change: confirm the event is active in the catalog, with weight greater than 0, and that real events are happening. - An event counted too much: review the dedup policy (you may need "once per contact" or a cooldown). - The timeline disappeared after deleting a conversation: it doesn't disappear — engagement events are preserved independently of the source. - The external pixel isn't recording: check the tracker token and the request limits. See also - Sales & Gamification overview - Sales management: portfolio, per-rep isolation and goals - Gamification, leaderboard, rewards and commissions - Real-time wallboard (TELÃO)
Sales dashboards and reports: reading performance, attainment and payout
Overview The Conversa Labs Sales module has consumption surfaces (where you read the numbers) and a live surface (the wallboard). There are three consumption surfaces: - Rep dashboard — the individual read: your coins, badges, level, monthly points and the progress of your goals. - Manager view — the aggregated team picture, assembled from the ranking (leaderboard), the Reports and the wallboard. - Sales reports — the analytical panel for attainment, commission payout history and ranking (leaderboard) history, with CSV export. Above all of these, the wallboard (TELÃO) shows the ranking live on an office TV. Across every surface, the numbers derive from real product events — deals won in the CRM, confirmed payments, bookings, follow-ups that convert. There is no manual entry: what you read is what the operation actually produced. Prerequisites - The Sales & Gamification module enabled on the account. - Real events flowing through the platform (CRM deals, payments, bookings) so there is something to score and report. - Active goals in the current period, so attainment has a reference. - To open the Sales reports and the CSV exports (including a specific rep's book), you need the sales-management permission (sales_manage) — or be an admin. The Rep dashboard does not require it. Step by step 1. Open the Rep dashboard. At a glance, check coin balance, badges, level, monthly points and the progress of up to 5 active goals. 2. Follow the ranking. See your position on the leaderboard (by metric, period and scope) and on the live wallboard. 3. Manager: open the Sales reports. Read the three sections — attainment, payout history and leaderboard history. 4. Apply filters. Narrow by period, rep, metric and scope to answer a specific question. 5. Export to CSV. Download the commission statement or the ranking history to reconcile or analyze outside the platform. Settings & options Rep dashboard The individual read is always of your own portfolio. The widgets: | Widget | What it shows | Where it comes from | |---|---|---| | Coin balance | Coins available to redeem | Sum of the coin ledger (credits minus debits) | | Badges earned | How many badges you have earned | Badge awards granted to you | | Current level | Your level and the cumulative points behind it | The highest level whose point threshold you crossed | | Monthly points | Points accrued in the current month | Point events for the current month | | Active goals | Up to 5 goals (yours, your team's and the account's) with attainment % | Active goals plus the computed attainment | Manager view The manager consolidates the team from three sources: the leaderboard (ranking by metric × period × scope), the Sales reports (attainment, payout and ranking history) and the live wallboard. This is where portfolio, goals and ranking connect: the portfolio sets the owner of each deal, goals set the target, and the ranking orders who is closest to hitting it. The Rep dashboard stays individual even for a manager — the team view comes from the ranking and the Reports. Sales reports The analytical overview has three sections: | Section | What it brings | |---|---| | Attainment | Attainment % per active goal, with the actual value and the computed date (up to 50 goals, highest first) | | Payout history | Commission totals per period: accrued, approved and paid | | Leaderboard history | The winner (1st place) per period and metric | Available filters: | Filter | Effect | |---|---| | Period (period_start) | Considers records from the given date onward | | Rep (payee_id) | Restricts to a single rep's statement (individual book) | | Metric (metric) | Filters the ranking history by metric | | Scope (scope_type) | Filters the ranking history by scope type (account/team/rep) | CSV export The export accepts ?kind=commissions or ?kind=leaderboard (without the parameter, the default is commissions): | Export | When to use | Columns | |---|---|---| | Commissions (?kind=commissions) | Reconcile payout and accounting | payee_id, period_start, period_end, status, total_accrued, total_approved, total_paid | | Leaderboard (?kind=leaderboard) | Analyze the ranking history | rank, user_id, team_id, scope_type, period_type, period_start, metric, value, trend | Permissions and privacy - The Rep dashboard is isolated per rep: each metric (coins, badges, level, points) is filtered by your user. A rep cannot see another rep's numbers. - The ranking (leaderboard/wallboard) is the shared, competitive view. - The Sales reports and the CSV exports require the sales-management permission. Pulling a specific rep's book (the rep filter) is also a management action. Use cases - The rep opens the dashboard in the morning and sees, in seconds, how close they are to the monthly goal. - The manager uses the Reports to spot who is above and below attainment per goal. - Finance exports the commissions CSV to reconcile the period's payout. - Leadership exports the leaderboard history to analyze how the ranking evolved across periods. Tips, limits & best practices - Treat the Rep dashboard as a daily ritual — it is the fastest way to see goal progress. - In the Reports, start with no filters and narrow gradually; overly tight filters can empty the result. - Attainment lists active goals from highest to lowest — use it to prioritize who needs support. - The commissions export reflects the payout statement; the leaderboard export reflects the ranking snapshots. Pick the one that answers your question. Troubleshooting - Empty dashboard: there are probably no scoreable events in the period (deals, payments, bookings) or no active goals. Confirm CRM/Payments/Calendar usage and the existence of active goals. - Empty report: the filters may be too tight or the scope wrong. Widen the period, clear the rep/metric filter and review the scope type. - Export blocked: you do not have the sales-management permission. Ask an admin to grant the right role. See also - Sales and Gamification overview - Sales management: portfolio, per-rep isolation and goals - Gamification, leaderboard, rewards and commissions - Real-time wallboard (TELÃO)
Unified revenue ledger: counting each sale once by source, gateway, seller and affiliate
Overview The unified revenue ledger is the native record of every paid sale — regardless of source. A charge paid in the conversation, a WhatsApp catalog order, a Hotmart sale, a manual order or an API order all converge to one canonical order (the CRM orders registry). The moment that order is paid, Conversa Labs credits the seller (the order owner) exactly once: gamification points, commission and the revenue shown in the report. Before this, each money path credited differently (or not at all): a catalog or Hotmart sale might earn nobody points or commission, while a charge credited its author. The unified ledger fixes that with one revenue axis and exactly-once counting — the same sale is never counted twice. Prerequisites - The Sales & Gamification module enabled on the account. - The unified_revenue_ledger feature enabled on the account (it is dark-shipped, default off — the operator enables it). With it off, behavior is identical to before. - The CRM orders registry (orders_registry) enabled so charges and commerce orders also converge to the single order — this is what suppresses the legacy crediting and guarantees a single count. - The sales-management permission (sales_manage) — or an admin — to read the ledger and export. - Real paid sales flowing (charges, catalog, Hotmart, manual orders) so there is something to count. Step by step 1. Enable the feature unified_revenue_ledger (and orders_registry) on the account. 2. Ensure sales are flowing from any source — convergence is automatic through the order feeders. 3. Open the Revenue view in the Sales dashboard/wallboard. 4. Pick a period (defaults to the last 30 days). 5. Read the groupings — total per currency, by source, by gateway, by seller and by affiliate. 6. Export to CSV to reconcile revenue outside the platform. Settings & options What the ledger groups Over the paid orders in the period (by paid_at), revenue is summed and grouped: | Grouping | What it brings | |---|---| | Total per currency | Total revenue per currency — it never sums across currencies | | By source | Revenue by the order source: manual, webhook, api, payments, commerce | | By gateway | Revenue by the money gateway (asaas, mercado_pago, hotmart, native, catalog…) | | By seller | Revenue by the order owner (the credited seller) | | By affiliate | Revenue by the attributed affiliate (dual attribution) | Exactly-once counting (no double count) Crediting happens on the order axis when an order exists, and on the legacy path only when no order is produced: | unified_revenue_ledger | orders_registry | Who credits | Result | |---|---|---|---| | Off | any | Legacy path (charge/commerce) | identical to before | | On | On | order.paid (the order) — legacy suppressed | once, on the order | | On | Off | Legacy (no order is produced) | once, on the charge/commerce | Seller attribution (fallback) The order owner is resolved in a cascade: deal → contact → assignee → creator. A charge without a deal still attributes to the user who created it (the charge's creator field), so no paid sale ends up "ownerless". External-sale attribution External sales (catalog, Hotmart, Kiwify and other gateways) arrive from the gateway and often reach a buyer contact who is not in anyone's portfolio. Without a rule, that paid sale would be "seller-less". The per-account external_attribution_mode setting decides how the seller is auto-resolved in that case: | Mode | What it does | |---|---| | off (default) | No automatic credit — the external sale stays seller-less until a manual attribution | | last_conversation | Credits the agent who last handled the buyer (the contact's last conversation) | | distribution | Credits according to the active distribution rules (the same as lead distribution) | When the mode resolves a seller, the buyer's portfolio is durably claimed for that seller — so the contact's next sales already arrive with an owner. The default is off: no automatic credit until you explicitly choose last_conversation or distribution. Manual seller (re)attribution. A manager (sales-management permission) can, from the order, link an external sale to a seller or move the credit between agents. The switch reverses the previous owner's points and commission and credits the new owner; the affiliate credit is untouched. Leaving the seller blank unassigns the order. Every change is audited (the order_reattributed event), preserving the record of who was credited and why. Refund (clawback) When an order is refunded, the credit is reversed on the order source — for the seller and the affiliate — keeping the ledger true to the money actually received. CSV export One row per paid order, with the columns: order_id, paid_at, source, gateway, owner_id, affiliate_id, amount, currency. Amounts are in major units (e.g. 4970.50 = R$ 4,970.50). Permissions and visibility - Reading the ledger and exporting require the sales-management permission. - The read honors per-seller isolation: under portfolio/privacy, a manager sees only their cascade; a rep sees only their own portfolio. Use cases - The manager reads revenue by seller to recognize who sold the most in the period. - Finance exports the CSV to reconcile paid revenue against the commission statement. - Leadership compares revenue by source (Hotmart × catalog × charge) and by gateway. - Revenue by affiliate feeds the affiliate program tracking (dual attribution). Tips, limits & best practices - Money is in major units (decimal), the same convention as Payments/Catalog — never divide by 100. - The ledger never sums across currencies: each currency is its own row. - Enabling the feature credits sales going forward — there is no automatic retroactive re-credit. To reprocess Hotmart history, use the operator backfill. - Enable both features (unified_revenue_ledger + orders_registry): that combination is what suppresses the legacy path and prevents double counting. Troubleshooting - Empty ledger: there are no paid orders in the period, or the feature is off. Confirm the feature is enabled and that paid sales exist. - Double numbers: orders_registry is probably off, so the legacy path and the order path credit together. Enable the orders registry. - Seller shows as null: the order had no resolvable owner (no deal, contact, assignee or creator). Check attribution at the source. - External sale seller-less or credited to the wrong seller: if external_attribution_mode is off, external sales stay ownerless — choose last_conversation or distribution, or do a manual re-attribution (sales-management) from the order. - Refund not reflected: the order refund event did not fire. Confirm the refund flow in the gateway/Payments. - Export blocked: you lack the sales-management permission. Ask an admin. See also - Affiliate program: dual attribution, commission and portal - Sales dashboards and reports - Sales and Gamification overview
Affiliate program: dual attribution, referral codes, commission and the portal
Overview The affiliate program turns whoever refers a sale into a native entity with its own commission. An affiliate can be four things, and the link is one of identity (who the partner is), never of payment — the payee is always the affiliate record itself: | The affiliate is | When to use it | |---|---| | An agent | Someone on the team who also refers sales from another book | | A contact | A customer who became a partner and now refers others | | A company | A partner agency, reseller or clinic — its contacts can inherit the link | | An external partner | Someone the account does not know: only an email/code (e.g. a Hotmart affiliate) | Each affiliate gets a unique referral code (public, made to be shared) and a separate report token (private, rotatable). The core is dual attribution: one paid order credits the seller (owner) in the user statement and the affiliate — on the same commission ledger, without collision. The seller keeps earning their points and commission, and the affiliate earns the referral commission, over the same sale, with no double count. Prerequisites - The Sales & Gamification module enabled on the account. - The affiliate_program feature enabled on the account (dark-shipped, default off). - The unified_revenue_ledger feature enabled — affiliate commission accrues at the moment the order is paid (the same axis as the unified ledger). Without it, there is no affiliate commission accrual. - The sales-management permission (sales_manage) — or an admin — to manage affiliates. Step by step 1. Enable affiliate_program (and unified_revenue_ledger) on the account. 2. Create an affiliate: under "This affiliate is" pick whether they are an agent, a contact, a company or an external partner; then set the commission (percent, flat amount, or plan). 3. Share the referral code/link with the affiliate. 4. Attribute the referral through any of these: set "Referred by" on the contact, use the automation action "Set contact affiliate", send affiliate_id on the order, turn on company inheritance, or let the reconciler match the sale's split. 5. The paid sale credits the seller and the affiliate automatically. 6. The affiliate tracks their performance via the portal (by token); the manager reads the report in the dashboard. Settings & options Affiliate fields | Field | What it is | |---|---| | name | Affiliate name (required) | | user_id / contact_id / organization_id | Who the affiliate is — an agent, a contact or a company. Mutually exclusive: filling more than one is refused | | inherit_to_org_contacts | Company only: when on, that company's contacts inherit the affiliate on new orders | | email / external_ref | Email and/or external code (Hotmart ucode). Unique per account — this is how the reconciler identifies the partner | | referral_code | Referral code — auto-generated, unique per account, public, made to be shared | | portal_token | The private credential for the affiliate report. Separate from the code and rotatable | | commission_percent | Commission (%) — commission percent (0–100); blank when a plan drives it | | commission_amount | Fixed commission (R$) — a flat amount paid per sale, instead of a percentage. Optional: leave it blank to use the percentage | | plan_id | A commission plan that overrides both the percent and the flat amount | | status | active, paused or archived — only active accrues commission | | metadata | Free data (e.g. the preserved Hotmart affiliation) | Number format: the commission fields accept a comma or a dot as the decimal separator — 25.00 and 25,00 mean the same, and a thousands separator is optional (1,250.50). A value out of range (a percentage above 100, a negative amount) is refused at once, with the reason next to the field. How a sale is attributed to the affiliate In a cascade, most explicit first. The first step that answers wins, and an affiliate already on the order is never overwritten: 1. affiliate_id sent with the order — accepted by the CRM API, the public ingest and automations. The id is always checked against this account's ACTIVE affiliates: an id from another account is dropped. 2. "Referred by" on the contact — the person's durable referral. 3. The affiliate of the contact's primary company — only when that affiliate turned inherit_to_org_contacts on. It applies to the primary company only, and forward-only: turning the option on never re-credits past orders. 4. A reconciled external split — matches the split's ucode/email (Hotmart/Kiwify) to an existing affiliate, including by the email of the linked contact or company. 5. No match → the split goes to the reconciliation queue instead of vanishing. Splits without a registered affiliate When the gateway reports a commission for someone the account has not registered, that split is recorded in a visible queue — with the name, email/ucode, the reported amount and the originating order. Before, this case simply disappeared inside the metadata: the only symptom was a commission that never showed up. Open "Unmatched splits" on the Affiliates screen and decide: Register (opens the form pre-filled from the split) or Dismiss. The queue never creates an affiliate on its own — paying someone based on an unverified name that arrived in a webhook is exactly the risk this confirmation prevents. Dual attribution without collision The commission ledger distinguishes the payee type (seller vs. affiliate). A paid order writes two rows — the seller's and the affiliate's — without mixing. A seller's statement never sums the affiliate rows. Affiliate commission Commission is resolved per sale, in this order of precedence — most accurate first: 1. The amount reported by the source — when the sale came from Hotmart or Kiwify, the platform itself reports how much it actually paid that affiliate. That value is authoritative and goes into the ledger as-is, so the statement never diverges from what the affiliate really received. 2. The commission plan — when the affiliate has one. 3. Fixed commission (R$) — the flat amount set on the affiliate. 4. Commission (%) — the percentage over the paid order amount. Why the source wins: on an external affiliate program the platform has already computed and paid the split, so applying our own percentage on top would produce a number that disagrees with reality. An external affiliate gets commission and the portal, but no gamification points (points require a user). The affiliate statement An affiliate has their own statement, with the same cycle as a rep's: accrued → approved → paid. It is closed per period and per currency — a statement is a payable document and you pay it in a single currency, so BRL and USD accruals become separate statements rather than one total that does not exist. An affiliate statement and a rep statement are independent records, even when their identifying numbers happen to coincide. In the statements list, the payee-type filter separates the two ledgers. Affiliate portal A public, read-only page opened by the report token — no session and no account_id. It shows only the affiliate's own performance: attributed orders (paginated, with a period filter), revenue and commission grouped by currency, and the closed statements — no contact PII. An invalid or rotated token, or a feature-off account, returns 404. The token is not the referral code. The code is public — it goes on links and material — and stays valid forever; the token is the private credential for the financial report. Use Rotate on the affiliate record to invalidate every report link already shared, immediately: no referral stops working, because the code does not change. Affiliates created before this version start with the token equal to their public referral code — that is how no link already handed out broke during the migration. While that is true, anyone who knows the code can open the report, and the record shows the warning "this link is still the public code". Rotate the token on those affiliates to issue a genuinely private link. Archive, restore and permanent deletion The default list shows current affiliates; use the status filter to review active, paused or archived partners. Archive stops new attribution and commission but keeps every existing referral, order and statement, and Restore makes the partner active again. Delete permanently is shown only for an archived affiliate and succeeds only when it has no referral, order, reconciliation or financial history; the confirmation is explicit and the action cannot be undone. Use cases - Materialize a Hotmart affiliate from the split preserved on the sale (reconciled by ucode/email). - Register an internal agent as an affiliate who refers sales from another portfolio. - Share a referral link to capture trackable referrals. - The affiliate opens the portal and tracks their accrued commission in near real time. Tips, limits & best practices - An external affiliate earns no gamification points — only commission + the portal. - Only active affiliates accrue; a paused/archived affiliate accrues nothing. - Paying the affiliate out (Pix/transfer) is out of scope in v1 — the module does accrual + report + portal. - The referral_code is public — share it freely. What opens the financial report is the report token, which is private and can be rotated at any time. - Company inheritance is opt-in per affiliate and forward-only — turning it on re-credits nothing from the past. - When merging contacts, the mergee's referral is adopted by the base contact when it has none; a base that already had a referral keeps its own. - A refund also reverses the affiliate commission, on the order source. Troubleshooting - Affiliate not credited: unified_revenue_ledger may be off, the order may have no attributed affiliate, or the affiliate is not active. Check all three. - Portal returns 404: wrong/stale token, or the affiliate_program feature is off on the account. - Hotmart affiliate did not match: the split went to "Unmatched splits". Open the queue and use Register — the form arrives pre-filled with the exact email/ucode the gateway sent. - Commission shows under "unspecified" currency: those are accruals that predate the per-currency split. Their real currency is unknown and is not invented; new accruals carry the order's currency. - Permanent deletion was refused: the affiliate still has referral, order, reconciliation or financial history. Keep it archived; preserved history is intentional. See also - Unified revenue ledger: counting each sale once - Sales dashboards and reports - Sales and Gamification overview