The cart abandonment automation on BuisnessChat helps you engage with interested customers who left their carts without purchasing. It allows you to follow up immediately and increase your chances of converting their interest into sales.
Automated follow-ups, like personalized messages sent at the right time, can save you time. Track and analyze customer behavior to optimize your sales process, improve user experience, and reduce cart abandonment rates.
Prerequisites to setting up a cart abandonment automation:
Install your preferred e-commerce app
Set up a WhatsApp template specifically designed for cart abandonment usage.
How to launch a cart abandonment automation?
To set up a cart abandonment automation, follow these steps:
Click the New cart Automation button from the Automation page.
Coupon setup: Once the new cart automation opens, a popup will be displayed prompting you to create a custom coupon code. Select a suggested coupon or customize your own by clicking "Create Custom Coupon", then click save & continue. If you want to use a fixed coupon code you will need to add it directly to the template message and hence you can skip this step by clicking "Skip". You can skip it if you don't want to use any coupon codes too.
Trigger filters: You can use trigger filters, such as cart value and products included in the cart, to target the right people with your messages. This lets you create multiple cart abandonment automations with different coupons and filters, sending the most relevant content to different customer groups.
Choose a Message Template: The automation can be three steps, each containing Delay & Template Message.
Delay: the time your customers will wait before receiving the message.
Template Message: the message will be sent to the customers when the delay ends.
Click Setup, choose one of the delay options, then select the template message you've already created.
Once you finish, click Activate automation to set it live.
💡 Important notice
When you set up a cart abandonment automation live for the first time on your BusinessChat account, we will recover abandoned carts from the past three days in your store and send them the notification.
How does the Smart Sending Feature work with the Cart Abandonment Automation
The Smart Sending feature in BusinessChat helps manage your customer communications by excluding certain customers from receiving multiple messages or being part of multiple automations within a short period.
Key Features
Once enabled the smart sending will:
Exclude customers who received a campaign in the last 5 days
Exclude customers who were part of automation in the last 5 days
Exclude customers who created an order in the last 5 days
In Cart Abandonment flows, Smart Sending helps you balance the need to recover lost sales with the risk of annoying customers who are already receiving other messages.
Default Status: Disabled by default and Optional, meaning you can activate it if you want to.
How it works: By default, Smart Sending is turned off to ensure every customer who abandons a cart receives a reminder. However, you can choose to enable it if you prefer to be less aggressive. If enabled, the abandoned cart message will be skipped for any customer who has already received other messages or placed an order in the last 5 days.
You can activate Smart sending when you launch the cart abandonment automation by enabling the feature before publishing:
Automation statuses
When launching an automation for the first time, it will be in one of the following states:
Draft: The campaign is currently being created. You can edit, delete, or activate it.
Pending: (Common upon first launch) This appears if the campaign is launched while WhatsApp templates are still under review by Meta. The status will automatically switch to Active once the templates are approved.
Active: The campaign is currently running and accepting customers who meet the trigger conditions.
Paused: New customer entry is stopped. However, existing customers remain pending at their current step until you reactivate the campaign.
Disabled: The campaign is completely stopped, and all active customers are removed from the flow. You can find these under the "Inactive" tab.
💡 Tip
Automation with pending templates will be set to pending status. Once all templates are approved, we will set the automation to live, and you will receive an email.
Cart Abandonment Automation Trigger Filters
There are two types of filters available to customize abandoned cart automations for specific categories, as follows:
Cart Value filter: You can choose from "Greater than," "Less than," or "Between" and specify the cart value.
=> You can add more than one condition using the "AND | OR" rule. If you choose "OR", the customer only needs to meet one condition to be included in the campaign. If you choose "AND", the customer must meet all conditions to be included.
Products filter: Target customers based on the products in their carts. Choose between "Included" (meaning the cart must contain any of the selected products) or "Not Included" (meaning the cart must not contain any of the selected products), then select the products.
=> Note: You can add more than one condition.
How can I identify the type of discount coupon active in the cart abandonment automation?
To identify the type of discount coupon active in any automation (whether it is a coupon automatically generated from within the automation or a fixed coupon from the e-commerce platform), follow these steps:
Enter the automation page by clicking on the automation name.
Pay attention to the coupon banner at the top of the page.
If the active coupon is a custom coupon from the BusinessChat platform, you will see that the coupon is Active at the top of the page.
If the coupon used is a fixed coupon, you will notice at the top of the automation page that the coupon is Inactive.
You can check the message template to identify the fixed code used, if there is one.
How to Edit the Cart Abandonment Automation
You can edit the Cart Abandonment Automation after creating it. The following information can be changed:
Message Template: Whether changing the content or the fixed discount code. In this case, you must create a new message template before you start editing the automation. You cannot edit the old template directly if you wish to change the content.
Custom Discount Code Value: In this case, simply click on the custom discount code button inside the automation, edit the discount value, and then save the changes.
Active Filters: Modify the filters applied to the automation.
To make any changes to the Cart Abandonment Automation , follow these steps:
Click on the Automations icon from the homepage of your BusinessChat account.
Click on the Cart Abandonment Automation you want to edit.
From the page that opens, click "Edit".
To change filters: Click "Edit" (if you want to modify filters), make the desired changes, and click "Save".
To change the message template: Click "Edit" (if you want to modify the message) Change the message sending time if you want. Select the new message template you previously created and click "Save".
After making the necessary changes, click "Publish Changes".
Important Note: Customers who entered the automation before the changes were made will receive the old message if it is currently pending. The old filters will also apply to them if they were present before the edits.
Cart Abandonment Automation Statistics
Once the cart abandonment automation is live, you can track its report on the same page. Here is the explanation of the statistics for this automation:
Started: We received an abandoned cart notification from your e-commerce store, and the customer had not unsubscribed from your business messages.
Exited:
The customer unsubscribed from your business messages during the automation.
The customer started a new automated abandoned cart automation.
The customer made a new purchase during the automation, and the purchase was not attributed to this automation.
Purchased: The customer made a new purchase during the automation run, and the purchase was attributed to this automation.
Completed:
The customer completed the automation up to the last step.
The customer made a purchase, and the purchase was attributed to this automation.
Revenue: Total earnings generated on the e-commerce platform through this automation. Profit Attribution = Purchase made within five days of receiving this automation.
Note: You can Export the Report to identify customers who completed an order from this automation, customers who did not receive the campaign message for various reasons, etc. You will receive an email containing the automation report.
How to Export Cart Abandonment Automation Revenue Report
Go to the Automations page and choose the cart abandonment automation.
Find the revenue report section at the top of the page.
Click Export to download the detailed report. Choose the time period and click "Export report" again.
You will receive an email with the report to download.
Report Contents
The exported report includes:
Contact numbers associated with the automation.
Order dates.
Order amounts in USD.
Troubleshooting Orders and Revenue Attribution
Compare the contact numbers in the report with your e-commerce store orders.
Identify which orders resulted from your BusinessChat campaigns.
Use this information to verify revenue attribution and optimize your automations.