Integrate your Attentive account with Retention to receive insightful customer events, enabling you to create effective journeys and campaigns to engage high-intent shoppers
This integration will pass a custom Add to Cart, Viewed Produt and/or Checkout Started event to Attentive.
Prerequisites
You must set up an automated journey in Attentive to trigger the emails.
You must have our Add to Cart script, Viewed Product script and/or Checkout Started script implemented.
Set up the integration
NOTE - As of February 1st, 2024 all integrations should be made via the Retention app in the Attentive marketplace (instructions are below).
For legacy setup instructions (i.e. you set up your integration prior to February 1st, 2024) please expand the following section:
Legacy set up instructions
Legacy set up instructions
What you'll need
1. Your API Key. From your Attentive dashboard, go to Marketplace > 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.
Set up instructions
1. Click on Integrations from the left navigation panel in Retention.com. Then, click Available Integrations at the top and 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.
1. Navigate to your Retention.com dashboard.
2. Click on Integrations from the left navigation panel in Retention.com. Then, click Available Integrations at the top and select the Attentive icon.
3. Click on Connect. The page will redirect you to your Attentive dashboard.
4. Click on Authorize to complete the integration. You will be redirected back to your Retention dashboard.
5. 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.
You can now enable the integration by clicking on the Enable button at the top. Proceed to setup your Reclaim Sync events as well. Select the appropriate Attentive Journey types then click Save.
Your integration is now complete
6. In your Attentive dashboard, select Marketplace from the left navigation menu. Confirm that the Retention app shows up under the “Installed by you” tab.
Set up Journeys
1. Ask your onboarding specialist to send test events for Add to Cart, Viewed Product and Checkout Startred Reclaim.
2. In Attentive, go to Journeys > Create journey.
3. Click Start from scratch.
4. Select Reclaim Add to Cart, Viewed Product Reclaim or Checkout Started Reclaim (depending on which flow you're setting up first), and then click Continue.
5. Click Send a message about something else, and click Get Started.
6. Follow the steps below for Add to Cart flow, Viewed Product flow and/or Checkout Started journey.
Add to Cart Journey
Add to Cart Journey
1. To set up your Add to Cart flow, drag a Wait rule to the flow. Set it to Wait For 45 Minutes, then click Save.
2. Add the following Branch rule, and click Save:
What action the subscriber has taken > Has made a purchase > At least once > Since starting this journey
3. Under the Has made a purchase Branch, add End journey. Under Else, add the Branch below, and click Save:
What action the subscriber has taken > Has made a purchase > At least once > In the last > 3 > Days
4. Under that Has made a purchase Branch, add End journey. Under Else, add this Branch:
What action the subscriber has taken > Has received an email > At least once > Since starting this journey
5. Click Action filter. Then, type the name of your original Add to Cart flow in the box, and select the box next to it when it appears.
Click on Apply selections, and then Save the Branch. Add End Journey below this part of the Branch.
6. Under Else, add Send Email. Add the email name, from name, from email address, and subject line. Scroll down and choose either Use drag-and-drop editor or Use HTML editor (depending on what you use to build your emails).
7. If you use the drag-and-drop editor, select the email template for your Add to Cart email. Once in the editor, update the variables in the email to match the ones we send by clicking in the text box and choosing Insert variable.
8. The variables we send will be under Triggering event.
9. Once your email is complete and saved, Turn On your Journey.
Viewed Product Journey
Viewed Product Journey
1. To set up your Viewed Product flow, drag a Wait rule to the flow. Set it to Wait For 75 Minutes, and click Save.
2. Add the following Branch rule:
What action the subscriber has taken > Has made a purchase > At least once > Since starting this journey
3. Under the Has made a purchase Branch, add End journey. Under Else, add this Branch, and click Save:
What action the subscriber has taken > Has made a purchase > At least once > In the last > 3 > Days
4. Under that Has made a purchase Branch, add End journey. Under Else, add the following Branch:
What action the subscriber has taken > Has received an email > At least once > Since starting this journey
5. Click Action filter. Type the name of your original Viewed Product/Browse Abandonment flow in the box, and select the box next to it when it appears.
Click Apply selections, and then Save the Branch.
6. Below the Has received an email Branch, add End journey. Then add another Branch with this logic:
What action the subscriber has taken > Has received an email > Less than >1 times > Since starting this journey
Select the Journey for the Reclaim Add to Cart flow.
7. End journey under that part of the Branch. Under Else, add a Branch with this logic.
What action the subscriber has taken > Has received an email > Less than >1 times > Since starting this journey
Select the Journey for your Original Add to Cart Flow.
8. Add End Journey below that part of the branch. Under Else, add Send Email. Add the email name, from name, from email address, and subject line. Scroll down and choose either Use drag-and-drop editor or Use HTML editor (depending on what you use to build your emails).
9. If you use the drag-and-drop editor, select the email template for your Viewed Product/Browse Abandonment Email email. Once in the editor, update the variables in the email to match the ones we send by clicking in the text box and choosing Insert Variable.
10. The variables we send will be under Triggering event. Please note that the variables between the Add to Cart and Viewed Product flows will differ.
11. Once your email is complete and saved, Turn On your Journey.
Checkout Started Journey
Checkout Started Journey
How to Set Up a Checkout Started Journey in Attentive
This guide will walk you through setting up a "Checkout Started" journey in Attentive, an Email Service Provider (ESP). This journey is designed to re-engage customers who have started the checkout process but haven't completed their purchase. If you're new to Attentive or email marketing, don't worry—we will walk you through each step.
Step 1: Add a Wait Rule
In your "Checkout Started" journey, drag the Wait rule into the flow.
Set the wait time to 30 minutes.
Click Save.
This ensures that customers receive the next email or text 30 minutes after starting the checkout process.
Step 2: Add a Purchase Branch Rule
Add a Branch rule to the flow. The Branch rule checks if a customer has completed a specific action.
Set up the rule as follows:
What action the subscriber has taken: Has made a purchase
Condition: At least once
Time frame: In the last 3 days
Click Save.
Step 3: Add an Email Check Branch Rule
Add a Branch rule to the journey under the ELSE from our previous branch. This Branch rule will check if a customer has received emails from your original Checkout Abandonment journey in the last week.
Under ELSE, add another Branch with the following logic:
What action the subscriber has taken: Has received an email
Condition: At least once
Time frame: In the last 7 days
Click Action Filter.
Type the name of your original Checkout Abandonment journey
Select the box that appears when you type the journey name.
Click Apply Selections, and then Save the branch
Step 4: Add a Text Check Branch Rule
We will now do the same as the above but for text messages.
Add a Branch rule to the journey under the ELSE from our previous branch. This Branch rule will check if a customer has received emails from your original Checkout Abandonment journey in the last week.
Under ELSE, add another Branch with the following logic:
What action the subscriber has taken: Has received a text
Condition: At least once
Time frame: In the last 7 days
Click Action Filter.
Type the name of your original Checkout Abandonment journey
Select the box that appears when you type the journey name.
Click Apply Selections, and then Save the branch
Step 5: Send an Email or Text
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 6: Send an Email or Text
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 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.
Click and drag Action Steps of Send email and Send text message into each respective branch.
Step 7: Edit an Email or Text
Fill in the email & text details
Email or Text name
From name
From sending number or email address
Subject line
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.
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 Viewed Checkout Started email.
Once in the editor, click on the text box and choose Insert Variable to match the triggering event variables.
Triggering Event Variables can be selected and added, and each product from a customer's cart 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.
Once your email and/or texts are complete and saved, Turn On your Journey and that's it! Your "Checkout Started" journey is now set up to re-engage customers effectively based on their actions.
See Add to Cart, Viewed Product and 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 Added to cart from the dropdown. This is an easy way to confirm that our events have been successfully implemented.
You can also see the Viewed Product Reclaim and Checkout Started Reclaim options populate under Event Details.
Have questions? Message us on chat, or email us at support@retention.com!