Browse Abandonment Automation on BusinessChat helps you follow up with interested customers who have visited your store. It enables you to follow up immediately and increases your chances of converting their interest into sales by sending a personalized message featuring the products they browsed.
Requirements to Activate Browse Abandonment Automation
Before running the automation, you must:
Install the e-commerce platform application (Salla, Zid, Shopify, or WooCommerce).
Set up a WhatsApp message template with the usage type set to Browse Abandonment.
Important Note: Stores that do not have a website on Salla, Zid, Shopify, or WooCommerce cannot activate the automated campaigns provided by BusinessChat.
Important Note: You must have at least five products in your store to activate the Browse Abandonment automation. If your store contains fewer than five products, this automation will not work, even if you activate it.
How to Activate Browse Abandonment Automation
To activate the Browse Abandonment automation, follow these steps:
Click on the Automated Campaigns icon from the BusinessChat homepage and select Browse Abandonment Automation.
Set Up Discount Coupon: Click on the discount coupon banner, design your coupon, and then click Save and Continue. If you want to use a fixed discount code already added to your message template, or if you do not want to use any coupons, you can skip this stage by clicking Skip.
Set Up Campaign Trigger & Filters: You can use trigger filters, such as specific products the visitor browsed, to target the right people with your messages. This allows you to create multiple Browse Abandonment campaigns using different coupons and filters, enabling you to send personalized content to different customer segments.
Send Template Message: The campaign path can consist of different stages, each containing a delay duration and a template message. Click Setup or the plus (+) sign, choose one of the delay options, and then select the template message you want to send.
Click Turn On Automation (Activate Campaign) when finished.
Important Note: You can create more than one Browse Abandonment automation using trigger filters, allowing you to target customers based on the products they browsed. For example, you may want to offer a higher discount code to customers who browsed a specific high-value product.
💡 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.
Browse Abandonment Campaign Filters
There is a single filter available within the Browse Abandonment automation:
Products: You can specify which products must be "Included" or "Not Included" in the browsing session for the customer to receive this campaign's message.
If you do not specify any products in the trigger filters, the message will be sent to all visitors who browsed your store, regardless of the specific products they viewed.
How to Edit Browse Abandonment Automation
You can edit the Browse 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 want to change the content.
Custom Discount Code Value: In this case, simply click on the variable discount code button inside the automation, edit the discount value, and then save the changes.
Active Filters: Modify the conditions used by the system to target customers who viewed products but did not purchase.
To make any changes to the Browse Abandonment Automation, follow these steps:
Click on the Automations icon from the homepage of your BusinessChat account.
Click on the Browse Abandonment Automation you want to edit.
From the page that opens, click on "Edit".
To change filters: Click "Edit" in the filters section, make the desired changes, and click "Save".
To change the message template: Click "Edit" in the message section, select the new message template you previously created, change the message sending time if you need and click "Save".
After making the necessary changes, click "Publish Changes".
Important Note: Customers who already entered the automation before the changes 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.
Browse Abandonment Automation Statistics
Once the automation is running, you can track its statistics as follows:
Started: The customer visited the online store, and the customer had not unsubscribed from your business messages.
Exited: The customer unsubscribed from your business messages during the automation, OR the customer started a new Abandoned Cart automation (which takes priority), OR the customer made a new purchase during the automation that was not attributed to this campaign.
Purchased: The customer made a new purchase during the automation run, and the purchase was attributed to this campaign.
Completed: The customer completed the automation up to the last message, OR the customer made a purchase, and that purchase was attributed to this campaign.
Revenue: The total earnings generated on the e-commerce platform through this campaign. Profit Attribution = Purchase made within five days of receiving this campaign.
Note: You can Export the Report to identify customers who completed an order from this campaign, customers who did not receive the campaign message for various reasons, etc. You will receive an email containing the campaign report.
How to Export the Browse abandonment Revenue Report
Go to the Automations page and choose the browse 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.
Troubleshooting Browse Abandonment Automation failures
If you suspect the automation is failing, follow this diagnostic guide based on its current status.
Scenario 1: The Automation is Paused
If you navigate to the automation and see it is currently Stopped or Paused, the issue is usually system-wide:
Ecommerce Connection: Check if your store integration has been disconnected or if the token has expired.
Payment Issues: Look for a red banner at the top of your dashboard indicating a "Payment problem" with Meta. If your payment method fails, Meta pauses all automations immediately.
Scenario 2: The Automation is Active (Messages Not Sending)
If the automation status is Active but customers are not receiving messages, follow these steps to diagnose the specific cause:
1. Check the Template Status
Inspect the specific WhatsApp template used in this automation. Even if the automation is active, the template itself might have been Paused or Disabled by Meta due to quality issues. If there is an alert on the template, you must replace it.
2. Investigate Specific Examples
If the template is healthy, gather 3 examples of customers who did not receive the message and perform the following checks:
Search the Conversation:
Locate the customer's chat in your inbox.
If the message exists but has a Red Exclamation Mark (!): The system attempted to send it, but Meta rejected it. Hover over the red icon to see the specific error code (e.g., invalid number, spam limit).
If the message is missing entirely: Proceed to the next step.
Search Automation Logs:
If there is no trace of the message in the conversation, verify if the customer entered the automation flow at all:
Go to the Automations page.
Click the More button (or options menu).
Select Search for a customer.
Paste the customer's phone number, then press Enter.
Locate the Browse Abandonment automation in the list.
Check the status: You will likely see an Exit Reason explaining why the flow stopped (e.g., they didn't meet a specific condition).
NOTE: Exit reasons from Browse abandonment are usually is the customer has entered a different automation with a higher priority. It could also be that Smart sending is turned on on the Browse abandonment automation, which will exclude any customer who has received a marketing message from your store within the last 5 days.
3. Contact Support
If you cannot find any record of the customer in the automation logs (no entry and no exit reason), please contact the BusinessChat Technical Support team for advanced investigation.