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 Product, 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 before February 1st, 2024) please expand the following section:

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 know the integration was successful.

You can now enable the integration by clicking on the Enable button at the top. Proceed to set up 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 Started Reclaim.

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

3. Click Start from scratch.

4. Select the journey triggers for Reclaim Add to Cart, Viewed Product Reclaim or Checkout Started Reclaim, each 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 for the Add to Cart Journey, Viewed Product Journey, and/or Checkout Started Journey.

Add to Cart Reclaim Journey

1. To set up your Add to Cart flow, 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 30 minutes, the Reclaim journey should be 45 minutes), then click Save.

2. We will add three branches to Add to Cart 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 > Abanded Checkout.)
The first Branch we will add is below, once added 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 started a checkout > At least once > Since starting this journey.

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

7. Add End Journey to any remaining endpoints.

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

Viewed Product Reclaim Journey

1. To set up your Viewed Product flow, 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 30 minutes, the Reclaim journey should be 45 minutes), and click Save.

2. We will add four 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 > Abanded Checkout.)
The first Branch we will add is below, once added 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 started a checkout > At least once > Since starting this journey.

4. 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 added to cart > At least once > Since starting this journey.y

5. Under that Has made a purchase Branch, add End journey. Here, depending on your original Attentive Journeys select SMS or email, or both depending on what you send to your customers in your original journeys. Under Else, add this Branch:

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

6. Click the Action filter. Then, type the name of your original Viewed Product/Abandon Browse journey 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. You have completed the setup for the Add to Cart Journey, now you just need to add in an email or SMS following the section below, or via this link.

7. Add End Journey to any remaining endpoints.

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

.

Checkout Started Reclaim 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 to 15 minutes added to your original Journey's Wait (ex. if your original Journey has a Wait of 30 minutes, the Reclaim journey should be 45 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

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.
    Example: Viewed Product
    Example: Add to Cart
    Example: Checkout Started
  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.