Connecting an Attentive Client to Hiro | Hiro Analytics Help Center

Step 1: Reach out to Attentive

Reach out to [email protected] or send a message to your Attentive agency account manager and ask them to set up an SFTP feed for the client you'd like to connect. Below is the information to send in your request:

Step 1A - For clients using Attentive for SMS and Klaviyo for Email:

Hello,

I would like to have an SFTP feed set up for {CLIENT} to integrate with Hiro Analytics. I would like Attentive to host the feed.

Feeds to Include: General Events, Conversions

General Events Feed Requirements

Event Types to Include:

SUBSCRIPTION_OPT_IN_STARTED

SUBSCRIPTION_OPT_IN_COMPLETED

SUBSCRIPTION_ALREADY_SUBSCRIBED

SUBSCRIPTION_OPTED_OUT

CLICK

MESSAGE_RECEIPT

MESSAGE_LINK_CLICK

Fields to Include: All Available Fields - Must Include:
TYPE, PHONE, CLIENT_ID, EMAIL, TIMESTAMP, JOIN_SOURCE, SUBSCRIPTION_TYPE, SUBSCRIPTION_CHANNEL, CAMPAIGN_NAME, CAMPAIGN_TYPE, MESSAGE_ID, MESSAGE_NAME, MESSAGE_TEXT, MESSAGE_TYPE, MESSAGE_LINK_TARGET, CREATIVE_ID, CREATIVE_NAME, CREATIVE_TYPE, PROPERTY_NAME, PROPERTY_VALUE

Conversions Feed Requirements

Conversion Feed Fields to Include: All Available Fields - Must Include:

PHONE, EMAIL, EXTERNAL_ID, CLIENT_ID, AMOUNT, UUID, TIMESTAMP, MESSAGE_ID, MESSAGE_NAME, MESSAGE_TEXT, MESSAGE_TYPE, MESSAGE_SUBTYPE, ORDER_ID, PRODUCT_SKUS, COUPON, QUANTITY

Please backfill historical data from January 1st, 2023 onwards or the client’s start date with Attentive if they started with Attentive after January 1st, 2023. We would prefer daily CSVs for the historical data.

Thank you,

Step 1B - For clients using Attentive for BOTH Email and SMS:

Hello,

I would like to have an SFTP feed set up for {CLIENT} to integrate with Hiro Analytics. I would like Attentive to host the feed.

Feeds to Include: General Events, Conversions

General Events Feed Requirements

Event Types to Include:

SUBSCRIPTION_OPT_IN_COMPLETED

SUBSCRIPTION_OPTED_OUT

SUBSCRIPTION_OPT_IN_STARTED

SUBSCRIPTION_ALREADY_SUBSCRIBED

SUBSCRIPTION_SUPPRESSED

SUBSCRIPTION_UNSUPPRESSED

CLICK

MESSAGE_RECEIPT

MESSAGE_LINK_CLICK

EMAIL_DELIVERY_EVENTS

EMAIL_MESSAGE_OPENED

EMAIL_SPAM_REPORTED

Conversions Feed Requirements

Conversion Feed Fields to Include: All Available Fields - Must Include:

PHONE, EMAIL, EXTERNAL_ID, CLIENT_ID, AMOUNT, UUID, TIMESTAMP, MESSAGE_ID, MESSAGE_NAME, MESSAGE_TEXT, MESSAGE_TYPE, MESSAGE_SUBTYPE, ORDER_ID, PRODUCT_SKUS, COUPON, QUANTITY

Thank you,

Step 2: Create Your SFTP Username and Password

Attentive will send over an email the SFTP username and temporary password for each client with an email that looks like this:

IMPORTANT: Once received, log in to the client’s Attentive account and visit this page to reset the temporary password to a permanent password.

Step 3: Adding Your SFTP Credentials in Hiro

Once you set the permanent password. Add your SFTP credentials to the Client Settings page here.

Note that the username will be the username from Attentive's confirmation email, not your Attentive account username.

The password will be the password you reset in Attentive from Step 2, not your temporary password from the email.

Step 4: Verifying Your Attentive Data Feed

After submitting your Attentive SFTP credentials in Hiro, wait 1 day for Attentive to populate the feed, then click Check Feed Files to verify the setup.

Confirm the following:

The feed is valid — A green box should say "Attentive Feed is Valid"
Historical data is present — Files should be backdated to January 1, 2023 (or the client's start date with Attentive)

Each date should include at least two files:

Conversions CSV — typically named {client_name}_attentive_conversions_{yyyyMMdd}.csv
Email & SMS CSV — typically named {client_name}_attentive_email_SMS_{yyyyMMdd}.csv

Example of a successful feed connection:

Troubleshoot Common Issues

It's common for Attentive to set up the feed incorrectly. This is an example of an error notification that would show up.

In the example above, you'll see an orange error notification that reads: "Attentive feed files are incomplete. See below for more details."

In this case, the error indicates a missing field (creative_subtype), and upon further inspection, the Feed Files are also missing the Conversions CSV and Email & SMS CSV.

Here's how to handle each issue if you run into this:

Missing Historical Data

The feed only contains files from the date the connection was created — no backfilled history.

To resolve, send this message to Attentive's Whiteglove team:

Hello,

We recently set up an SFTP feed for {client name}.

After reviewing the files, it appears that only the daily CSVs from the date the connection was established are included. Could you please provide all historical files from January 1, 2023 onward (or from the earliest available date if the account was created after that)?

Thank you!

Missing Columns

The feed files are missing required fields.

To resolve, send this message replacing the missing field bullet points with the fields outlined in the Hiro error notification:

Hello,

We recently set up an SFTP feed for {client name}. It looks like the feed CSVs are missing the following fields we need:

missing field 1
missing field 2
missing field 3

Would you mind adding these fields to the CSVs going forward and re-initiating the backfill of historical files so they include those fields as well?

Thank you!

Step 5: Confirm the Fix and Start the Backfill

Once Attentive confirms the issue has been resolved, wait 1–2 days for them to complete the backfill, then check the feed files again.

Once you've confirmed that all historical files are present:

Ensure that the attribution settings match in Hiro match exactly to what is listed in Attentive
Click Update Attentive Settings
Hiro will begin the backfill — data should appear in your account within 1–3 days

If you're still not seeing backfilled data after that timeframe, or something doesn't look right, reach out to us via Slack or at [email protected] and we'll take a closer look.