Hi everyone, this is Klaviyo’s attempt to explain their attribution model when both an email (campaign or flow) & SMS message are engaged.
The bolded section doesn’t explain which channel earns the credit. In this case, which channel earns the credit if not email?
Keep in mind that Klaviyo connects attribution to a customer's last interaction with your brand. So, if you have a flow email with a conversion window of five days, and an SMS message that immediately follows it with a conversion window of one day, and the customer interacts with both, we attribute the conversion to the SMS (the last interaction). If this customer converts outside of the SMS conversion window (over a day) but within the email conversion window (within five days), attribution will still not apply to your email since it came before the SMS interaction.
Best answer by Dov
Thank you for sharing your question with the Klaviyo Community.
You make a great point! In this specific use-case, there will be no attribution because the latest interaction falls outside of the SMS conversion window. With that said, I have passed on your feedback to make this specific point more clear, and our team will update the documentation to make this clarifying point shortly.
Thanks and have a great day.