Cart Abandoned Template

Section covers the use cases of automated messages sent to the customers when they add products to cart , but did not proceed to purchase and the steps involved in setting up such automated workflows.

Use case 1: Recovering Lost Sales

Cart Abandoned WhatsApp Template

Businesses often lose potential sales when customers add items to their cart but do not check out. A WhatsApp / SMS reminder can be triggered, encouraging them to complete the purchase with the following details of the customer:

• Customer name

• a link directing the user to the cart page

Steps involved in setting up an Automated Workflow

If you have already set up the WhatsApp / SMS template for the Cart Abandoned event, then jump to this section.

A. 1.Setting up the WhatsApp Template

1. Navigate to WhatsApp Templates

Step 1 : Navigate to WhatsApp Templates

1. Go to Templates > WhatsApp in the Mercuri CX dashboard.

1. Click Create Template.

2. Select the WhatsApp Account that will be used to send out WhatsApp messages.

1. Configure Template Details

Step 2 : Configure Template Details

1. Fill in the basic template info:

• Template Name: cart_abandonment_reminder (Use an easy name to identify later)

• Language: English (or as per your customer base)

• Category: Marketing (as it’s a promotional nudge)

[ Understand the different categories of WhatsApp templates]

Fill Template Components

Step 3 : Template Components

Header (Optional):

Note: Headers can contain only one variable if needed, but in this case, a fixed title is considered.

1. Type: Text

2. Example Text: Don’t miss out!

[Click here to explore different media that can be added to the header ]

Body:

1. Add the message content in the Body section of the template.

2. To include dynamic information like order ID or customer name, use the "Add Variable" button located at the right end of the Body field.

Sample message :

Hi {{1}}, you left something in your cart! Complete your order, before it’s gone. Tap below to finish checking out.

Variables :

Add a variable value to the corresponding placeholders with a sample value

Note : Each {{ }} is a placeholder that gets replaced dynamically during automation:

• {{1}} → Customer name

Note: Assign sample values for each variable before submitting for approval.

1. Add a Button to redirect customers to the cart page

Step 4 : Adding a button

[Click here to know about different Template Buttons]

1. Click the Add Button > select Visit Website.

2. Configure details for the Call to Action section as follows:

   • Type of Action: Visit website

   • Button Text: Complete Your Purchase

   • URL Type: Dynamic [Click here to learn more about the types of URLs.]

   • Website URL: https://yourstore.com/cart/{{1}}

3. Under Sample URL Setup:

   • Variable value: Abandoned Cart Link

   • Sample text: https://yourstore.com/cart/abc123 _{(Example of tracking link for template approval)}

   • Click on Create template after filling in all the required details.

A.2. Setting up the SMS Template

SMS Template

1. Go to the Templates section in the left-hand menu of the Mercuri dashboard, and select SMS.

1. In the top-right corner, click Create Template to begin.

3. Fill in Template Details

You’ll be directed to the SMS template creation form. Fill in the following:

• Template Name: Enter a short, descriptive title so it’s easy to identify the purpose of the message.

Example

Complete Your Purchase

• Template Text: Craft a clear and concise message (within 160 characters). You can personalize it using dynamic variables.

• Click the Add Variable button in the bottom-right corner of the body section to insert placeholders.

  Example:

  Hi {#var#}, you left something in your cart. Complete your order before it sells out! Visit: {#var#}

4. Variable Mapping

Map each {#var#} to the actual data fields, like customer name and abandoned cart link.

5. Preview

View the SMS Preview to see how the final message will appear to customers.

6. Save the Template

Click Create to save your SMS template. It will now be available to use in campaigns, automations, or workflows.

B. Adding the WhatsApp / SMS template to the Automated workflow

• Go to the Automation section in the dashboard.

• Click on Create Automation.

• Choose the automation type as Cart Abandoned from the list.

• Select the preferred communication channel as WhatsApp / SMS , for delivering the automated message.

• Choose the approved Cart_abandonment_remainder template that we created in earlier steps.

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Video Tutorial

Video Tutorial for WhatsApp Automation

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Video Tutorial for SMS Automation