By integrating your Attentive account with Retention.com’s Reclaim, you can capture more customer abandonment events.
By the end of this guide, you’ll have your integration set up to:
1. Send more Add to Cart events, tied to an email address, to Attentive using our Add to Cart Reclaim events.
2. Send more Viewed Product events, tied to an email address, to Attentive using our Viewed Product Reclaim events.
3. Trigger an email for an Add to Cart Reclaim or Viewed Product Reclaim event when the customer has an opted-in email address.
4. Trigger an SMS for an Add to Cart Reclaim or Viewed Product Reclaim event when the customer has an opted-in phone number.
Steps for integrations set up BEFORE February 1st, 2024 (Legacy Setup)
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Prerequisites
Please ensure you have existing abandonment flows set up in Attentive, as these are the flows you'll want to duplicate for the Reclaim flows.
Add our Add to Cart script and/or Viewed Product script to your site. For Shopify these scripts are automatically added.
Connect Attentive with Retention.com’s App
Step 1: Locate you API Key in Attentive.
Step 2: Enable the integration in Retention.com’s app.
Step 1: Locate you API Key in Attentive.
From your Attentive dashboard, go to Marketplace and select the button Create app.
Give the app a name, and add your email address so Attentive can contact you if there are issues.
Set permissions for each Data type and then create:
Custom Attributes: Write
Custom Events: Write
eCommerce: Write
Privacy Request: No Access
Product Catalog: No Access
Subscribers: Write
Copy your API key.
Please save the API key in a secure location, as it will not be possible to view it again.
From your Attentive dashboard, go to Marketplace and select the button Create app.
2. Give the app a name, and add your email address so Attentive can contact you if there are issues.
3. Set these permissions, and click Create.
4. Copy your API key. Be sure to save this because you won't be able to view it again.
Step 2: Enable the integration in Retention.com’s app.
Locate the Attentive App:
Click on Integrations from the left navigation panel in Retention.com.
Click Available Integrations at the top.
Choose the Attentive icon.
Paste your API Key, and click Connect.
Turn on Reclaim sync and select Email. If you know you'll be using SMS, go ahead and check that, too.
Enable the integration, and click Finish.
Locate the Attentive App:
Click on Integrations from the left navigation panel in Retention.com.
Click Available Integrations at the top.
Choose the Attentive icon.
2. Paste your API Key, and click Connect.
3. Turn on Reclaim sync and select Email. If you know you'll be using SMS, go ahead and check that, too.
4. Enable the integration, and click Finish.
As of February 1st, 2024, connecting Attentive should be completed in the Retention.com app.
Steps for Integrations Set Up AFTER February 1st, 2024
Prerequisites
Please ensure you have existing abandonment flows set up in Attentive, as these are the flows you'll want to duplicate for the Reclaim flows.
Add our Add to Cart script and/or Viewed Product script to your site. For Shopify these scripts are automatically added.
Table of Contents
In Retention.com:
Step 1: Authorize the Attentive integration..
Step 2: Enable the Integration and Sync Reclaim Events
In Attentive:
Step 3: Confirm that the Retention.com app is connected.
Step 4: Set up Viewed Product Reclaim and Add to Cart Reclaim flows.
Step 5: Set up dynamic content for Reclaim emails and/or SMS.
In Retention.com
Step 1: Authorize the Attentive Integration.
In your Retention.com App, select Integrations from the left navigation panel.
At the top, click on Available Integrations and select the Attentive icon.
Click Connect to be redirected to Attentive.
Click Authorize to complete the integration. You’ll then be redirected back to your Retention.com app.
1. In your Retention.com App, select Integrations.
2. Available Integrations and select the Attentive icon.
3. Click Connect to be redirected to Attentive.
4. Click Authorize. You’ll then be redirected back to your Retention.com app.
When redirected back to your Retention dashboard, a message will appear in the top right of the screen letting you now the integration was successful.
Step 2: Enable the Integration and Sync Reclaim Events
In Integration settings, click the Enable button at the top to enable the integration.
Proceed to set up your Reclaim Sync events.
Select the both Attentive Journey types so they are available to the client: Email & SMS.
Click Save.
In Attentive:
Step 3: Confirm the Retention.com App is Connected.
In your Attentive dashboard:
Select Marketplace from the left navigation menu.
Confirm that the Retention app appears under the “Installed by you” tab.
Step 4: Set Up Reclaim Flows
Viewed Product Reclaim Journey
In Attentive, go to Journeys in the left navigation and here you’ll +Create journey.
You’ll want to Start from scratch.
For the journey trigger, select Reclaim Viewed Product then click Continue..
When prompted with, what is this journey about: select Send a message about something else, and click Get Started.
Use the 'Viewed Product Reclaim' event to trigger the journey.
Create a new branch.
Split those who have made a purchase at least once since the journey started and send them down a path that does nothing.
For the other path, create another Branch to exclude those who have received a text or email at least once in the last 24 hours. For the action filter, set where journey = your original browse abandonment journey with a 30-minute delay.
The rest should receive a browse abandonment text or email. Often brands will split based on whether a phone number is available, and send SMS to those eligible and emails to the rest.
Add to Cart Reclaim Journey
In Attentive, go to Journeys in the left navigation and here you’ll select +Create journey.
You’ll want to Start from scratch.
For the journey trigger, select Reclaim Add to Cart then click Continue..
When prompted with, what is this journey about: select Send a message about something else, and click Get Started.
Use the 'Reclaim Add to Cart' event to trigger the journey.
Create a new branch.
Split those who have made a purchase at least once since the journey started and send them down a path that does nothing.
For the other path, create another Branch to exclude those who have received a text or email at least once in the last 24 hours where journey = your original abandoned cart journey with a 30-minute delay.
The rest should receive the abandoned cart text or email. Often brands will split based on whether a phone number is available, and send SMS to those eligible and emails to the rest.
Please note, at this time that we do not have any visibility into performance within Attentive; we are happy to assist you with monitoring results if you'd like to give your Retention.com rep access to your account.
Step 5: Set Up Dynamic Content for Reclaim Emails and/or SMS
In Attentive, navigate to Journeys and select a Reclaim Journey.
Within the Journey, select the icon Send text message or Send email to open the right hand sidebar.
For Email Content: Viewed Product Reclaim and Add to Cart Reclaim
Edit Image and Text:
Within the right-hand side bar menu scroll down to the email content itself and click Edit Content.
The variables currently populated from any Journey you have duplicated will not work with our Payload and need to be replaced.
If the ‘Row’ is set to Dynamic, you'll need to delete the Row and replace it with a new blank Row.
To create a new blank row:
From the Rows tab, select the third type of Row
From the Content tab, click and drag the Image content block into the smaller left hand box, and a Paragraph content block into the larger right hand box.
Table: Dynamic Variables for Attentive Emails
NOTE: add in the text “ $ variableName.00 to the price variable. Example: Price: $triggerEvent.custom[’productPrice’].00
True Name | Dynamic Variable Name |
Product Price |
|
Product Title |
|
Product Quantity |
|
Product Image |
|
Product URL |
|
To locate the variables directly from the event payload:
Click ‘Insert Variable’
Drop down the Variable: ‘Choose Variable’ and select Triggering Event
Here you will either see the variables you have already selected or will need to click ‘Explore more or preview event data →’
The payload of the event will show, here you can click and directly select which variables of the payload you want to use.
Edit Dynamic Image
From the right sidebar menu select the Image block and click and drag it into the Row to the left hand side box. Click ‘Edit Dynamic Image’, and add in the variable as needed from the table: Dynamic Variables for Attentive Emails.
Reuse Block
Your email within Viewed Product Reclaim or Add to Cart Reclaim will use the same variables. Once you make a single Row, you can save this and then reuse it within every Reclaim email (Attentive version of Universal Blocks).
Previews of Completed Blocks
Within Edit Mode
Within Preview mode, with a working Payload
Within Preview Mode, without a working Payload
Attentive will grab contacts at random for preview, not all of these contacts will have a Reclaim payload from which to pull data. When these are selected, you will see the error shown. Click through the preview mode for all 10 to ensure this does not occur for every preview.
For SMS Content: Viewed Product Reclaim and Add to Cart Reclaim
Table: Dynamic Variables for SMS
Variables remain the same for Add to Cart Reclaim and Viewed Product Reclaim.
True Name | Dynamic Variable Name |
Product Price |
|
Product Title |
|
Product Quantity |
|
Product Image |
|
Product URL |
|
Within the right-hand side bar menu scroll down to the SMS content itself and click Edit Content
For SMS:
Shorter windows convert better, recommend sending your abandonment messages within the first 60 minutes* after the user abandons.
Personalize with your brand voice and a link to your website or to the specific product viewed.
A single SMS has a max character limit of 151
Example Text Messages:
Hey there! It seems like you left something in your cart. Treat yourself and get it now:
The items in your cart are selling out fast Buy ‘em before someone else does! Get back to shopping: insertLink
You're so close--complete your order now before
{{triggerEvent.custom['producName']}}is gone!Last chance: your cart is expiring! Get FREE shipping today: insertLink
Hey, it looks like you forgot something in your cart. It's selling out fast so get it before it’s gone! Checkout now: insertLink
Keep in mind that the cost of the SMS is associated with the amount of content. Example End Product (the link used is a generic redirect back to website).
You'll notice in this SMS example, the link redirects back to website.
Questions? Use the chatbot! Someone from our team will connect with you.