E-commerce
Sprzedaż
Customer Support
Zaangażowanie
B2C
WhatsApp
E-commerce i handel detaliczny
Use-CasesConversational "Advisor-First" Cart Rescue
WhatsApp
WhatsApp
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Conversational “Advisor-First” Cart Rescue

Recover abandoned carts with a human-centric WhatsApp conversation instead of a hard sales reminder
Cele
Improve conversion and sales
Improve customer service
Improve monetization, revenue and lifetime value
Branże
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Tagi
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Opis

This use case helps e-commerce brands recover abandoned carts through a conversational, support-first WhatsApp experience. Instead of pushing discounts or urgency, the message positions a human advisor as ready to help, reducing friction and hesitation. Built-in consent checks and capping logic ensure respectful, compliant communication. The result is higher recovery rates driven by trust, relevance, and real-time assistance.

Wysiłek wdrożeniowy

Wpływ na cel

Assets

No items found.
Outcome
Higher abandoned cart recovery rates
Improved customer trust and brand perception
Increased revenue from assisted purchases

Scenariusz użytkownika

When a contact adds products to the cart but does not complete a purchase within one hour, the system evaluates eligibility for a WhatsApp recovery message. If the contact has not purchased recently, is not capped, and has WhatsApp consent, a conversational message is sent. The message focuses on offering help rather than pushing a sale, using interactive buttons such as viewing the cart or chatting with a human advisor. This approach reduces abandonment by addressing doubts, questions, or friction points in real time.

Krok po kroku

  • 1
    Cart abandonment detection: After the Add to cart event occurs, the system waits one hour and checks whether a Purchase event has been recorded. If no purchase is detected, the cart recovery flow is initiated
  • 2
    Eligibility and capping verification: The system checks whether the contact has made a purchase in the last 24 hours or belongs to the Capping WhatsApp cart recovery segment. If either condition is met, the flow stops to avoid over-communication
  • 3
    WhatsApp consent validation: For eligible contacts, the system verifies whether Consent WhatsApp is set to TRUE and a valid phone number and WhatsApp code are present. Only consented contacts proceed to messaging
  • 4
    Advisor-first WhatsApp message delivery: A WhatsApp message is sent with a support-focused tone, offering assistance rather than a direct sales push. Interactive buttons such as View Cart or Chat with Human allow the contact to choose their preferred next step
  • 5
    Event tracking and flow capping: After the message is sent, a Capping WhatsApp cart recovery event is recorded. This ensures the contact is excluded from similar recovery flows for the next defined period, maintaining a positive user experience

Szczegółowy scenariusz użytkownika

Krok po kroku

  • 1
    Cart abandonment detection: After the Add to cart event occurs, the system waits one hour and checks whether a Purchase event has been recorded. If no purchase is detected, the cart recovery flow is initiated
  • 2
    Eligibility and capping verification: The system checks whether the contact has made a purchase in the last 24 hours or belongs to the Capping WhatsApp cart recovery segment. If either condition is met, the flow stops to avoid over-communication
  • 3
    WhatsApp consent validation: For eligible contacts, the system verifies whether Consent WhatsApp is set to TRUE and a valid phone number and WhatsApp code are present. Only consented contacts proceed to messaging
  • 4
    Advisor-first WhatsApp message delivery: A WhatsApp message is sent with a support-focused tone, offering assistance rather than a direct sales push. Interactive buttons such as View Cart or Chat with Human allow the contact to choose their preferred next step
  • 5
    Event tracking and flow capping: After the message is sent, a Capping WhatsApp cart recovery event is recorded. This ensures the contact is excluded from similar recovery flows for the next defined period, maintaining a positive user experience

Jak to wdrożyć?

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Wymagania wstępne
Przewodnik krok po kroku
Napisane przez

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Zalecana struktura danych
Contact Attributes
Contact attribute is a named data field that describes a specific property of a contact stored on its profile and used for segmentation, personalization, reporting, and automation.
Attribute name Attribute type
phone_number (standard) phone number
Consent WhatsApp (custom) boolean
WhatsApp code (custom) string
Events
An event is a custom piece of information about something your contact does.
Event name Event attributes
Capping WhatsApp cart recovery
Product Events
A product event is information about a contact’s interaction with a specific product, such as a view, cart addition, or purchase.
Product Event name Customer path
Add to cart added the product to the cart
Purchase order completed with the product
Segments
Segments are dynamic groups generated based on predefined criteria, which update in real-time as contacts behaviors and attributes change.
Segment name Segment definition
Capping WhatsApp cart recovery Manage the marketing pressure of WhatsApp recovery for 3 days
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Dołącz do innych którzy użyli ten Use-Case
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Warning
Things to take into consideration when leveraging this use-case
Adjust the copy and links in the WhatsApp campaign

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