Customizing Conversion Criteria

Overview

Conversions are the foundation of accurate revenue reporting in Retreaver. They define when a call is considered successful and determine how payouts and revenue are calculated for publishers and buyers.

Traditionally, conversions are time-based, meaning if a caller speaks with an agent for longer than a specified duration, the call is automatically marked as successfully converted. This event is processed using a conversion trigger, which feeds reporting, billing, and performance metrics.

Retreaver supports multiple conversion trigger types, allowing you to customize how success is measured across different call flows, partners, and scenarios.

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Default Conversion Criteria

If you are not using Split Conversions, the Campaign Conversion Criteria runs by default.

This means that the same conversion rules apply to all calls routed through the campaign. A conversion is triggered once the call duration exceeds the configured threshold.

Example:

• A call lasts longer than 90 seconds
• The conversion is triggered automatically
• The Publisher receives a $10 payout
• The Buyer is charged $20 in revenue

This default setup is suitable when all calls within a campaign follow the same success criteria.

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Overriding Default Conversion Criteria

You can override the campaign's default conversion criteria by creating additional criteria tied to tags.

This allows specific calls to follow different payout and revenue rules based on defined conditions, such as the traffic source or offer type.

Example:

• Incoming calls tagged with Credit_Offer:yes
• Conversion triggers after 2 minutes
• Publisher payout increases to $15
• Buyer revenue increases to $30

Overrides are useful when different partners, offers, or call types require unique conversion logic.

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Postback Conversions

In addition to timer-based triggers, conversions can be triggered via postback events.

Postback conversions allow external systems — such as buyers or endpoints — to notify Retreaver when a conversion has occurred.

This is commonly used when:

• Conversion success is determined outside of call duration
• Additional qualification or downstream actions are required

For setup details, refer to the Buyer Postback Guide, specifically the section titled "Informing Retreaver of a conversion."

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Split Conversions

Split Conversions allow you to track Publisher and Buyer conversions independently.

This enables more granular reporting by separating payouts and revenue across:

• Services
• Products
• Geographies
• Any other conversion dimension you need to measure

Split Conversions are turned off by default and must be enabled by Retreaver Support to prevent misuse and confusion for new users.

Once enabled, you can define Publisher-specific and Buyer-specific conversion criteria that override the campaign default and trigger independently of each other.

Example scenario:

• Publisher conversion triggers at 30 seconds
• Buyer conversion triggers at 90 seconds
• Each conversion is evaluated separately

This configuration is useful when success definitions differ between traffic sources and buyers.

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Multi Call Conversions

Multi Call Conversions are designed for scenarios where a primary call converts based on the duration of a secondary call, most commonly during warm transfers.

This trigger type only works if both calls are processed within the Retreaver platform.

How it works:

1. A caller connects to Retreaver
2. The call is transferred to a warm transfer agent
3. The agent transfers the call back into Retreaver
4. A secondary downstream call is created
5. Conversion eligibility is evaluated using both calls

To configure this:

• Create a new conversion criteria
• Change the trigger type from Timer to Multicall

You can control eligibility using:

• Matches — conditions applied to the first call
• Secondary Call Matches — conditions applied to the second call