This feature can identify abandoned checkouts 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 Checkout Started events to you.

To check if Checkout Started events are sending for your account, within Attentive navigate to in Segments > Create Segment > Dynamic Segment. Create a condition group that is defined by:

Checkout Started Reclaim > At least once > In the last > 48 hours

To the right of the condition group you will a number populate to indicate how many contacts have triggered this activity in the time frame. If the number here is zero, this feature is likely disabled.

NOTE: We must enable this feature for you. If you do not see these events present within your Attentive, please ensure you reach out to request this feature to be enabled for you. You can reach out to whiteglove[at]retention[dot]com and we will be happy to help out.

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.

Create your Checkout Started Journey

1. Ask your onboarding specialist to send test events for Checkout Started Reclaim.

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

3. Click Start from scratch.

4. Select the journey triggers for Retention.com - Checkout Started 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 Checkout Started Reclaim Journey.

Configure your Checkout Started Reclaim Journey

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

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 Checkout Started 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 10 minutes, the Reclaim journey should be 25 minutes), then click Save.

3. We will add two branches to Checkout Started 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 Checkout Started journey. that sends emails in the box, and select the box next to it when it appears. Next, select your Checkout Started Reclaim 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 Checkout Started Journey, now you just need to add in an email or SMS following the section below.

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: Checkout Started

NOTE: The checkout started payload will contain multiple items, to reference products beyond the first item the number within the variable name must be incremented. To show the second product name for example, the variable will be triggerEvent.custom[’product_2_title’]

True Name	Dynamic Variable Name
Product Price	`triggerEvent.custom[’product_1_variant_price_amount’]` or `triggerEvent.custom[’product_1_line_price’]`
Product Title	`triggerEvent.custom[’product_1_title’]`
Product Quantity	`triggerEvent.custom[’product_1_quantity’]`
Product Image	`triggerEvent.custom[’product_1_variant_image_’]` or `triggerEvent.custom[’productImage’]`
Checkout URL	`triggerEvent.custom[’checkout_url’]` or `triggerEvent.custom[’url’]`
Product ID	`triggerEvent.custom[’product_1_id’]`

Checkout Started screenshot:

See Checkout Started 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 Checkout started 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.

Have questions? Message us on chat, or email us at support@retention.com!

Integrate with Iterable and Setup Reclaim

Set up Reclaim for Viewed Product in Klaviyo

Set up Reclaim for Add to Cart in Klaviyo

Set up Reclaim for Checkout Started in Klaviyo

Setup Reclaim for Checkout Started in Omnisend

Setup Reclaim for Checkout Started in Attentive

Create your Checkout Started Journey

Configure your Checkout Started Reclaim Journey

Set up your SMS or email in your Reclaim Journeys

Step 1: Set up your SMS & email branch

Step 2: Send an email or text

Step 3: Edit an email or text

Dynamic Variable Key

See Checkout Started events