Abandoned cart automation lets you re-engage potential customers who added items to their cart but never completed the purchase. With a simple automated workflow, you can send them personalised messages to bring them back and close the sale. This guide walks through how to set one up from scratch.

To get started, create a new workflow and name it appropriately, such as "Abandoned Cart."

Creating a Workflow Trigger

Select "Add New Trigger" and choose "Order Form Submission" as the trigger event.

Add a filter to specify the funnel or website where the cart was abandoned. This can be any website or specific funnel you're monitoring.

Set the submission type to "Opt-in" to target abandoned checkouts.

📌Note: The order form must have two steps for this feature to work as intended.

Adding a Wait Step

Insert a wait step in the workflow, setting a delay (e.g., 30 minutes) before the next action.

This gives customers a grace period before receiving the follow-up message.

Tagging Abandoned Cart Contacts

Add a contact tag step and select or create a tag, such as "Abandoned Cart," to label contacts who have abandoned their carts.

Setting Up Follow-Up Actions

Choose the follow-up action, such as sending an email or SMS, to the tagged contacts. Select or create a message template for this purpose. You can add multiple follow-up actions, like additional reminders or offers, to encourage completion of the purchase.

Creating a Workflow to Remove Abandoned Cart Tags

Create a second workflow to detect when a purchase is made by a contact previously tagged as an "Abandoned Cart." The trigger for this workflow should be a successful purchase event. Add the funnel/website filter to target the same contacts who would have been tagged in the previous workflow.

Add an action to remove the "Abandoned Cart" tag from the contact, indicating they've completed their purchase.

Abandoned cart automation is a straightforward way to recover lost sales. By tagging and following up with customers who leave without buying, you can nudge them back and improve your conversion rates. A well-structured process keeps tracking clean and avoids sending unnecessary follow-ups.

Troubleshooting Tips

  • Workflow Not Triggering: Ensure that the trigger conditions are correctly set and that the funnel or website filter matches where the abandoned carts occur.
  • Messages Not Sending: Check that the message templates are correctly linked and the CRM has the necessary permissions to send emails or SMS.