How to Connect Attentive

Connecting Attentive lets you send your segments to Attentive, so you can text and email the customers in them. Only customers who agreed to email or SMS marketing in Shopify are sent. You connect by signing in to Attentive and approving access; there’s no API key to copy.

Before You Start

• You need an Attentive login for the account you want to connect.
• You need the Manage integrations permission in By the Numbers. Without it, the Connect button doesn’t appear.

Steps

1. Open Integrations: Integrations, under Settings in the navigation.
2. On the Attentive card, click Connect. Your browser moves to Attentive.
3. Sign in to Attentive and approve access.

You can also connect from a segment’s Sync menu: How to Sync a Segment shows where. Attentive then sends you back to that segment.

What Happens Next

Attentive sends you back to Integrations, which shows Attentive connected. The card moves to Connected and names the Attentive account under Connected Account, as the contact email and the company name. An older connection shows nothing there until you reconnect.

Connecting sends nothing yet. A segment goes to Attentive once you turn Attentive on for it: see How to Sync a Segment.

The card then shows Segments syncing, with a link to those segments. Contacts synced (30d) appears once contacts have gone out. Last successful sync shows a dash until the first sync succeeds.

Attentive has no settings in By the Numbers, so the card has no Configure button.

Which Customers Are Sent

Attentive sends both SMS and email, so consent is checked for each channel. A customer is sent when they accept email marketing, or when they accept SMS marketing and have a valid mobile number. Each contact detail goes only for the channel they accepted:

• Email address: sent when the customer accepts email marketing.
• Phone number: sent when the customer accepts SMS marketing and the number is a valid mobile number for their country.

A customer who qualifies for neither isn’t sent at all. Every customer also needs a valid email address, even when only their phone number is sent. When a sync leaves customers out, its line under Recent Activity on Integrations says how many, for example 40 skipped (no marketing consent).

What Attentive Receives

By the Numbers sends the customers who accept marketing, whether or not they’re in the segment. Each one gets a custom attribute named btn_segment_ followed by the segment’s number. It’s true for customers in the segment and false for everyone else.

The segment’s number is the last part of its page address in By the Numbers. In Attentive, build a segment that filters on this attribute.

Each customer also gets their first and last name, and their Shopify customer ID. Their total sales, order count, last order date, average order value and lifetime value come as custom attributes too.

With auto-sync on, each segment is sent again every 2 days, or when you click Sync now. Attentive handles an upload in the background, which can take up to 4 hours.

A customer who stops accepting marketing isn’t sent again. They keep the values from their last sync in Attentive, so they can stay in your Attentive segment. Nothing is deleted.

If the Card Needs Attention

The card’s message tells you what’s wrong:

• Reconnect needed: Attentive no longer accepts your connection. Click Reconnect and sign in to Attentive again.
• Permission needed: Attentive refused a permission By the Numbers asked for. Click Re-grant access and approve access again.

Without the Manage integrations permission, the card says it needs attention and asks you to find a teammate who has the permission.

Disconnecting Attentive

Choose Remove from the menu at the top right of the card. This removes every segment sync to Attentive. The customers and attributes already in Attentive stay as they are.