This feature can identify browse abandonment/viewed product 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 and the Listrak (For Reclaim) integration. 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.
The steps for how to setup a Listrak (For Reclaim) integration are below (starting in the "What you need" section).
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>What you need
1. To set up the Listrak (For Reclaim) integration, you will need your Client ID and Client Secret. In Listrak, go to Integrations > Integrations Management > New Integration.
2. Choose Cross Channel API.
3. Click Setup. Name the Integration at the top. Check the boxes for List, Contact,Segmentation, and Event under Access Levels. You'll need to whitelist our IPs, which are subject to change at any time without notice. Please contact support at support[at]retention[dot]com for an updated list.
Click Save.
4. Click Apply.
5. Then, copy your Client ID and Client Secret.
Set up integration
1. Go to Integrations > Available Integrations and select Listrak (For Reclaim).
2. Enter your Client ID and Client Secret, and click Connect.
3. Choose Yes to upload collected contacts, and click Next.
4. Enable the integration and then click Finish. Remember: Once you enable the Listrak (For Reclaim) integration, your collection sync settings will apply and begin.
5. Once the integration is complete, you will see the integration date and API details. You can also Disable/Enable and Remove the integration from this page at the top.
Conductor
Note: If you don't have an existing Browse Abandonment/Viewed Product email, you will need to create one to use for your Viewed Product Reclaim events.
1. Go to Automation > Conversations. Then, click New Conversation.
2. Name it Viewed Product Reclaim, and click Create Conversation.
3. Select New Trigger.
4. Click the '+' next to Viewed Product Reclaim and then Update.
5. Click the + and then choose Wait Step.
4. Set the Wait Duration so that it's longer than your current flow's delay. For example, if your current Browse Abandonment/Viewed Product flow has a 30-minute delay, set a 45-minute delay. Then, click Update.
5. Next, edit the Action Step.
6. Use this criteria, and click Update.
Action Type > Set Checkbox > Set the Segment Field > [Name of existing Browse Abandonment flow]
Set the checkbox to > [Check the box]
7. Click the + next to Action Step, and click Go to Step.
8. Go to Segment Filter and use this criteria:
Contact Behavior > Purchase History > Last Order Date > Is After > 15 Days Before Today (Adjust the days to best fit how often your store receives orders)
Click Update.
That will show the segment filter criteria. Click Update again.
9. Click the + next to the step you just created, and choose Message Step.
10. Create New Message or Edit a Saved Message that you will use for the Viewed Product Reclaim contacts. Then, click Update.
11. Once you're finished setting up the flow, click Publish.
Journey Hub
Note: If you don't have an existing Browse Abandonment/Viewed Product email, you will need to create one to use for your Viewed Product Reclaim events.
Configure events
You must add the event properties in Listrak that you want to send so they can be used in your Journeys.
1. Go to Automation > Custom Events > New Custom Event.
2. Name the custom event Viewed Product Reclaim. Click Add Property, and add the below Property Names and corresponding Data Type. These specific properties are all required to allow for dynamic email content to be added to the emails in each Journey. Please note, that the Property Name is case and space-sensitive so the entered names must match the below table.
Property Name | Data Type |
url | String |
image_url | String |
processed_at | Date |
name | String |
product_id | Double |
price | Double |
currency | String |
quantity | Double |
item_category | String |
variant_id | Double |
3. Once you have added all ten custom event properties, click Create.
Next, follow the steps for either Conductor or Journey Hub (depending on which tool you use in Listrak).
Set up automation
1. Go to Automation > Journeys.
2. Click to create New Journey:
3. Select a Custom Event Template and click Setup:
4. Name the Journey R! Viewed Product Reclaim. For Choose Your Template, select Custom Event (Email Only) and Create Journey.
5. Click Custom Event and choose Viewed Product Reclaim from the drop-down list.
6. Keep the same Re-entry Rules you have set for your current Viewed Product/Browse Abandoned flow (ex. 7 days). As well, add
6. Set up three Entry Prevention Rules so that contacts (1) Currently in journey > [existing Browse Abandonment journey] are excluded, (2) Currently in journey > [existing Abandoned Cart journey] are excluded and (3) Currently in journey > [Add to Cart Reclaim journey] are excluded.
7. Update the Wait time in the flow to be longer than the current delay. For example, if your existing Browse Abandonment flow has a 30-minute wait time, you could change this flow to have a 45-minute wait.
8. Under Decisions, choose Purchase History Split and add it to the flow below Wait. Set the split so that contacts who have made a purchase within the last 7-14 days (the exact number of days will vary depending on your customer's purchasing habits) will exit the flow.
9. Update the email in the flow as needed. Name it Reclaim, and then click Select a Message.
10. Select a Message Source (Conductor or Saved Message). Then, select the list it's from and the message from the drop-down lists. Click Select.
11. Click Edit Message to edit the contents of the email you have copied over.
12. And then scroll to the bottom of the page and click Edit Design.
13. If you have used a Saved Message, you will want to click into the template location where you have your dynamic product info. If you have started from scratch you will need to add an element for structure and then add content of at least one textbox and one imagebox.
14. Click into the text box with your product details and click Personalization. This opens the existing custom event properties, all the custom event properties we made via the Custom Event are at the top of this list.
15. Click on the imagebox, and to the right click on the blue text Image Source.
16. In the popup enter the Image URL dynamic custom event property name ( ex. [[Journey:Custom.image_url Default='']] ).
17. Make sure you include an Exit Event in your Journey with Purchase as the selected event. This allows a contact to be removed from any step of the Journey if a new purchase is tracked from that contact after they have entered. As well, if they enter a Journey further down the funnel, such as Add to Cart and Checkout Started.
18. Once you're finished, click Activate.
Viewed Product events
Additionally, you can see these events successfully passing through in your Retention.com account when you see the Viewed Product Reclaim option populate under Event Details. This is an easy way to confirm that our events have been successfully implemented.
Have questions? Message us on chat or email us at support[at]retention.com!