Abandoned cart: what the assistant asks, and when
When a customer leaves a checkout, your assistant asks what happened instead of sending a link and a discount. Most people answer, and the answer tells it what to do next.
The steps
- Opener. About 1 hour after the cart is left (you can change this), a short, personal question with no link.
- Reason. The assistant reads the reply and works out why they stopped: price, shipping cost or time, unsure about the product, just browsing, or a problem with checkout.
- Response. It answers the real reason:
- Price: it asks whether a personal code would help, then sends one from your discount ladder with the checkout link.
- Shipping: it explains your actual shipping policy from your brand profile.
- Unsure: it answers questions from your product data.
- A problem: it hands the conversation to your team.
- Checkout link. A link that rebuilds their cart, with the code applied if they got one.
- Follow-up. If they go quiet, one gentle follow-up after 1 day by default, then it stops.
What it looks like
hey Sam, it's Mia from the Lumen team. saw the citrus set is still in your cart. anything i can help with?
honestly just the price
totally fair. want a personal code, or help picking a smaller size first?
code please
done. made you one that's good for 24 hours, this link has it applied
The first message never has a link. The code and link come only after Sam replies.
Good to know
- The opener is written for each customer, never one template for everyone.
- If the customer buys on their own before the text is due, it doesn’t send.
- Turning the flow off stops new openers. Customers who are already texting still get answers.