This feature can identify abandoned browse contents for both unknown, non-logged in users (Grow contacts) and known, non-logged in customers (emails in your Grow suppression list). If you use this feature, we will send all of those Viewed Product events to you.

NOTE: We must enable this feature for you. If you’ve not already spoken with someone on our team, please ensure you request that we enable this for you.

To use this feature, you must have the most recent version of our script on your website. You can find your script in your account under Code Script > View Script.

Click here for a link to all our tutorials on how to add the script to your site, in case you need a refresher—and here's how to setup a Attentive integration.

On your website

Note: If you're using our custom Shopify Integration app, the Viewed Product script will automatically be installed.

Inside of your site builder, add our Viewed Product script to fire when someone views a product:

<script>geq.event('Viewed Product Reclaim', item);</script>

If you do not have an existing Viewed Product tracking script, add this to your theme:

<script type="text/javascript"> var item = { Name: {{ product.title|json }}, ProductID: {{ product.id|json }}, ImageURL: "https:{{ product.featured_image.src|img_url:'grande' }}", URL: "{{ shop.secure_url }}{{ product.url }}", Brand: {{ product.vendor|json }}, Price: {{ product.price|money|json }}, CompareAtPrice: {{ product.compare_at_price_max|money|json }} }; geq.event('Viewed Product Reclaim', item); </script>

Create your Viewed Product Journey

1. Ask your onboarding specialist to send test events for Viewed Product Reclaim.

2. In Attentive, go to Journeys > Create journey.

3. Click Start from scratch.

4. Select the journey triggers for Retention.com - Viewed Product Reclaim, the trigger will have a purple 'Promotional' tag on it, and then click Continue.

5. Click Send a message about something else, and click Get Started.

6. Follow the steps below yo configure your new Viewed Product Reclaim Journey.

Configure your Viewed Product Journey

1. Click the Exit rules button in the top right area, here add the below five conditions that will cause any contact to immediately be ejected from the flow.

Has > Viewed a product > At least once > Since starting this journey
OR
Has > Added to cart > At least once > Since starting this journey
OR
Has > Started checkout > At least once > Since starting this journey
OR
Has > Made a Purchase > At least once > Since starting this journey
OR
Has > Made a Purchase > At least once > In the last > 1 > days

2. To set up your Viewed Product Reclaim journey, drag a Wait rule to the flow. Set it to 15 minutes added to your original Journey's Wait (ex. if your original Journey has a Wait of 60 minutes, the Reclaim journey should be 75 minutes), and click Save.

3. We will add two branches to Viewed Product Reclaim Journey. The branches ensure your original journeys are prioritized, and the journey sent to a customer reflects how far they progressed through your sales funnel (Abandoned Browse > Abandoned Cart > Abandoned Checkout.)
The first Branch we will add is below, once added click Save:

What action the subscriber has taken > Has received an email > At least once > Since starting this journey.

4. Click the Action filter. Then, type the name of your original Viewed Product journey that sends emails in the box, and select the box next to it when it appears. Next, select your Add to Cart Reclaim, your Checkout Started Reclaim Journey as well as your original Add to Cart journey and original Checkout Started journey.

Click on Apply selections, and then Save the Branch.

5. Under the else branch we will add a second Branch, this branch will be identical to the above condition except targeting SMS. We will also duplicate our action Filter setup. Once added click Save:

What action the subscriber has taken > Has received an SMS > At least once > Since starting this journey.

6. You have completed the setup for the Viewed Product Reclaim Journey, now you just need to add in an email or SMS following the section below, or via this link.

7. Add a single End Journey end point to the Journey.

8. Once you have added an SMS or email, configured its contents, and saved, Turn On your Journey.

Set up your SMS or email in your Reclaim Journeys

Step 1: Set up your SMS & email branch

Add a Branch rule to the journey under the ELSE from our previous branch. This Branch rule will check which Channels the contact is subscribed to, and allow you to email or text based on what a customer has opted in for.
Under ELSE, add another Branch with the following logic:
- What channels are active for the subscriber
- Branch 1 dropdown select Email Only
  
  Step 2: Send an email or text
  1. You will now see two branches, one for Email Only and one for Text Only or Both Text + Email. Email Only will be for your subscribers that have specifically not opted in for Text messages, the other branch will be for those who have opted in for Text messages.
  2. Click and drag Action Steps of Send email and Send text message into each respective branch.
  Step 3: Edit an email or text
  1. Fill in the email & text details
    Email or Text name
    From name
    From sending number or email address
    Subject line
  2. Edit your text message:
    Click on the text message area.
    Update the content within the Message box.
    To insert variables, click the { } button and select the Triggering Event variables.
  3. Edit your email:
    Scroll down and choose either Use drag-and-drop editor or Use HTML editor, depending on your preference.
    If using the drag-and-drop editor, select the template for your Checkout Started email.
    Once in the editor, click on the text box and choose Insert Variable to match the triggering event variables.
  4. Triggering Event Variables can be selected and added, and each product from a customer's cart or the viewed product can be selected to be included. General properties from the cart can also be selected (ex. total cart amount) to be used in email or SMS.
    
    Please Note: These payloads will appear differently depending on the Trigger used to create the Journey.

Dynamic Variable Key

Example: Viewed Product

True Name	Dynamic Variable Name
Product Price	`triggerEvent.custom[’productPrice’]`or `triggerEvent.custom[’price’]`
Product Title	`triggerEvent.custom[’name’]` or `triggerEvent.custom[’productName’]`
Product Quantity	`triggerEvent.custom[’quantity’]`
Product Image (*Only for Email)	`triggerEvent.custom[’image’]` or `triggerEvent.custom[’imageUrl’]` or `triggerEvent.custom[’productImage’]`
Product URL	`triggerEvent.custom[’productUrl’]` or `triggerEvent.custom[’url’]`
Product ID	`triggerEvent.custom[’productId’]`

Viewed Product screenshot:

See Viewed Product events

You can also see these events successfully passing through in your Retention.com account. Go to Event Details from the navigation menu and select Viewed product reclaim from the dropdown. This is an easy way to confirm that our events have been successfully implemented.

Note: Your client success manager can send test events through for you when you're ready.