Overview
Stay AI is a subscription management platform. Connect it to Triple Whale to review subscription performance alongside your store and marketing data.
The integration adds a dedicated Stay AI section to your Summary dashboard. You can track first and recurring subscription revenue, new subscriptions, cancellations, and subscriber counts.
Features and benefits
With this integration, you can:
Review subscription revenue alongside your store performance and ad spend.
Track new subscriptions, cancellations, churned subscribers, and reactivated customers.
Explore subscription sign-ups and cancellations in Attribution.
Create custom metrics using available subscription, Shopify, and advertising metrics.
Connect Stay AI
You need access to your Stay AI Merchant Portal to create an API token.
In Triple Whale, open Data > Integrations.
Find Stay AI and click Connect.
In your Stay AI Merchant Portal, open Account > API Tokens.
Create a new API token.
Copy the token and paste it into the API key field in Triple Whale.
Click Validate to finish the connection.
After validation, your Stay AI data begins importing. Open the Summary dashboard and find the Stay AI section.
Available metrics
A subscription is an individual subscription contract. A subscriber is a customer who can have more than one subscription.
Revenue metrics
Metric | What it shows |
Subscription 1st Order Revenue | Revenue from the first order in each subscription during the selected period. |
Subscription Recurring Order Revenue | Revenue from subsequent subscription orders during the selected period. |
Total Subscription Order Revenue | Revenue from all subscription orders during the selected period. |
Net Subscription Order Revenue | The net revenue metric for subscription orders. |
% Subscription Order Revenue | Subscription order revenue as a percentage of your main sales platform’s order revenue. For Shopify stores, the denominator is Shopify Order Revenue. |
Use each metric’s tooltip for its calculation details. Revenue definitions can differ between Stay AI, Shopify, and Triple Whale.
Subscription and subscriber metrics
Metric | What it shows |
Total New Subscriptions | New subscriptions started during the selected period. |
Total Cancelled Subscriptions | Subscriptions cancelled during the selected period. |
Total Churned Subscribers | Customers who cancelled all their subscriptions during the selected period. |
Reactivated Customers | Customers who previously cancelled and then started a new subscription during the selected period. |
Active metrics
The following metrics are visible when the selected date range is Today:
Metric | What it shows |
Total Active Subscriptions | The reported count of active subscriptions, including paused subscriptions. Each subscription counts separately. |
Total Active Subscribers | The reported count of customers with an active or paused subscription. |
Historical active counts, where available, use the latest subscription information received by Triple Whale. Later changes can affect counts for earlier dates.
Sign-ups and cancellation rates in Attribution
The following metrics help you review subscription sign-ups and cancellations alongside marketing performance in your Attribution dashboard:
Metric | Definition |
Sign Ups | Number of new subscriptions. |
Sign Up Rate | New subscriptions divided by total web sessions, expressed as a percentage. |
Churns | Number of cancelled subscriptions. |
Churn Rate | Cancelled subscriptions divided by total web sessions, expressed as a percentage. |
These metrics apply to the selected reporting period.
The Attribution Churn Rate uses web sessions as its denominator. It does not measure the percentage of your subscriber base that churned.
Filter Shopify orders in Attribution
Subscription order filtering uses Shopify order tags to distinguish:
First subscription purchases.
Recurring subscription purchases.
Non-subscription purchases.
Configure the corresponding tags in Pixel Settings > Subscription Order Settings. Then use the Subscription Filter on the Attribution page.
This lets you compare attributed performance with first subscription orders, recurring orders, or non-subscription orders included or excluded.
See Subscription Analytics for Shopify Stores for setup details.
Create custom metrics
Use the Custom Metrics Builder to combine available Stay AI metrics with your store or advertising metrics.
See Creating Custom Metrics for instructions.
Understand data differences
Stay AI, Shopify, and Triple Whale may show different totals. Compare the same metric, exact dates, and reporting timezone before investigating a discrepancy.
Historical coverage
The initial import covers 750 days before connection. Older subscriptions may be missing unless Triple Whale receives a later update for them.
This can affect cumulative subscription and subscriber counts.
Reactivations
Triple Whale stores the latest subscription record rather than a full history of every status change.
Reactivating an existing subscription can change historical active counts. Reactivated Customers may not capture reactivations that reuse an existing subscription record.
Revenue and reporting dates
Payment status, tax and shipping treatment, discounts, add-ons, reporting timezone, and historical coverage can affect comparisons.
A direct connection to Stay AI does not guarantee identical dashboard totals.
Frequently asked questions
What happens if a subscription is created and cancelled on the same day?
It appears in both Total New Subscriptions and Total Cancelled Subscriptions for that day.
Do recurring subscription orders count toward Web Analytics conversion rate?
Automatic recurring charges do not count as purchases associated with a web session.
A first subscription purchase made during a tracked session can count toward Web Analytics conversion rate.
What is the difference between a cancelled subscription and a churned subscriber?
A cancelled subscription counts one cancelled contract. A churned subscriber is a customer who cancelled all their subscriptions.
If a customer cancels one subscription but keeps another active, that cancellation does not make them a churned subscriber.
Does exchanging a product count as churn?
If the exchange keeps the same subscription ID and the subscription remains active, it does not count as churn.
Why might my metrics differ from Stay AI or Shopify?
Differences can come from metric definitions, reporting dates, payment status, historical coverage, or later subscription changes.
For example, a reactivation received today can affect Triple Whale’s active counts for an earlier period.
If a difference remains after comparing the same definitions and dates, contact Triple Whale Support. Include the metric name, date range, and example order IDs.
What should I do if data is missing?
Check your Stay AI connection under Data > Integrations. If data remains missing, contact Triple Whale Support with the affected metrics and dates.