What is the Triple Whale integration?

The Triple Whale integration lets Triple Whale match visits from your Instant AI emails to the orders shoppers place. When a shopper clicks a link in an Instant AI email and lands on your store, Instant tells your Triple Pixel which shopper it is.

Why you need it

  • Without it, Triple Whale only knows a visit came from Instant AI if the UTMs on that visit reach your store.
  • Without it, Triple Whale cannot connect an Instant AI email click to an order the shopper places later, in a new session, or on another device or browser.
  • Without it, your Instant AI email visits and orders are under-reported in Triple Whale.

How to set it up

Before you start

  • The Triple Pixel must be installed on your store. Instant does not install it for you.
  • If Instant finds the Triple Pixel on your store, the integration turns on by itself. You do not have to do anything.
  • To check, go to Settings cog > Integrations. If you see Triple Whale has been detected on your website, Instant has found your Triple Pixel.

We still recommend that you connect Triple Whale with an API key. This keeps the integration on even if Instant cannot detect your Triple Pixel, for example if your pixel loads only after a shopper accepts cookies.

Connecting Triple Whale

  1. In your Instant AI dashboard, click the Settings cog in the bottom left corner
  2. Under Site, select Integrations
  3. Select the Attribution tab, or search for Triple Whale
  4. Click Connect on the Triple Whale card
  5. In a new browser tab, log in to Triple Whale and go to Data > APIs
  6. Click Generate and copy the API key
  7. Go back to Instant and paste the key into the API key field
  8. In the Shop domain field, enter your Triple Whale shop ID, such as example.myshopify.com. You can find it in your Triple Whale URL.
  9. Click Connect
  10. Triple Whale shows as Connected

Note: Instant AI visits show in Triple Whale under the source instantai, with the flow or campaign name as the campaign. Instant does not change your links or UTMs. For the full list of UTMs, see How to manage UTM Tracking in external platforms with Instant AI.

How it works

  • When the integration is on, every link in your Instant AI flow and campaign emails includes an encrypted identifier for the shopper who received it.
  • Emails sent before the integration was on do not include it.
  • SMS links do not include it.

On your store

  • When a shopper lands on your store from an Instant AI email, Instant passes the shopper’s email address to your Triple Pixel on each page they view.
  • Instant remembers the identifier in the shopper’s browser, so later visits in the same browser are matched too, even if they do not come from an email.
  • If the Triple Pixel does not load on a page, Instant cannot pass the identifier on that page.

In Triple Whale

  • Triple Whale uses the shopper’s identity to connect their Instant AI email visit to their order, even when the order comes later or from another device or browser.
  • Triple Whale credits email clicks only. Email opens are not counted.
  • Triple Whale’s attribution model and settings decide how much credit Instant AI gets. Instant does not change them.

Tip: Your Instant AI dashboard reporting does not change when you connect Triple Whale.

FAQ

Do I need to connect Triple Whale for this to work? Not always. If Instant finds your Triple Pixel, the integration turns on by itself. Connecting with an API key keeps it on when Instant cannot detect the pixel.

Why was my Triple Pixel not detected? Instant may not detect the pixel if your store still uses the old Triple Pixel theme snippet, or if the pixel loads only after a shopper accepts cookies. Move to Triple Whale’s current app embed, or connect Triple Whale with an API key.

Why does Triple Whale show less revenue for Instant AI than my Instant AI dashboard? Triple Whale and Instant AI use different attribution models. Triple Whale credits visits from email clicks, and it does not count email opens. For how Instant AI attributes revenue, see How does Instant AI attribute email revenue?

Why don’t my test orders show in Triple Whale? Triple Whale’s Attribution page only shows real orders. Shopify test orders are excluded.

Does the integration work for SMS? No. Only email links include the identifier.

Instant shows a message to check the Triple Whale API key. What do I do? Triple Whale rejected your API key. Go to Settings cog > Integrations, click Manage on the Triple Whale card, then click Reconnect and enter a new API key from Data > APIs in Triple Whale.

Can I connect a different Triple Whale shop? Yes. Disconnect Triple Whale first, then connect the new shop. Click Manage on the Triple Whale card, then Disconnect and Confirm disconnect.

What happens when I disconnect Triple Whale? Instant does not delete anything in your Triple Whale account. If Instant still detects your Triple Pixel, your Instant AI emails continue to include the identifier.

For more on UTMs and checkout links, see Why might some attribution tools be missing cart & checkout flow conversions?