1 hour after the cart is leftMarketing
cart_help_v1Hi {{first_name}}, you left {{product}} in your cart. Any questions before you decide? Your cart is saved here: {{cart_link}}
I have a questionNot now
MARKETING USE CASE
Bring shoppers back to the cart they left.
A left cart is a customer halfway to yes. Start a friendly WhatsApp conversation that answers the question stopping them, with their saved cart one tap away.
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9:41
Today
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Hi Sarah, you left Harbour linen shirt in your cart. Any questions before you decide? Your cart is saved here: northline.co/c/8KD2
Reply STOP to opt out
10:02 amI have a questionNot now
Does it run small? I’m usually a medium.
10:14 am ✓✓It’s a relaxed fit, so medium is right for most people. Free exchanges within 30 days if not.
10:15 amGreat, ordering now.
10:21 am ✓✓Message
Shopify · Checkout abandoned
Illustrative example. Names and details are made up.
FOR ONLINE STORES
The follow-up arrives while they still want it.
A shopper who stops at checkout, or asks when something is back, has told you what they want. A WhatsApp message at that moment is easy to reply to.
- Team
- Marketing
- Starts from
- Shopify · Google Sheets · Zapier
- Goal
- More carts completed, and a clear record of what stopped people buying.
- Meta category
- Marketing
IN PRACTICE
Most people who leave a cart haven’t decided against buying. They got interrupted, or they have one question nobody answered. A short WhatsApp message an hour later, from the store they were just looking at, is a natural place to ask it. Because the message invites a reply, you learn what’s stopping people, and your team can close the sale in the same chat.
THE JOURNEY
How it runs.
- Starts when
- Shopify reports a cart with a known, consented customer and no order after your chosen wait.
- Stops when
- An order is placed, the customer replies, opts out, or the second message has been sent.
- Wait Give the customer time to finish on their own. One hour is a common starting point.
- Check Skip anyone who has ordered since, opted out or is already in the journey.
- Send A short, helpful template with the product and a link back to the saved cart.
- Wait for a reply If they ask a question, notify your team so a person answers in the inbox.
- Last nudge If there is no reply or order after a day, send one final reminder, then stop.
SHOPIFY TRIGGERCart Abandoned
WAIT1 hour
SEND MESSAGEcart_help_v1
WAIT FOR REPLYTimeout: 1 day
NOTIFY MEOn reply
SEND MESSAGEcart_reminder_v1
END FLOWEnd Flow
Styled like ConvoHut’s flow builder. Every node is editable.
THE FULL PLAYBOOK
Everything you need to launch it.
The exact messages, the sheet, the build and the rules.
24 hours later, if no order or replyMarketing
cart_reminder_v1Still thinking about {{product}}, {{first_name}}? It’s still in your cart, and delivery is free over $80. {{cart_link}}
Complete my order
Template names and wording are examples. Write in your own voice and submit templates to Meta for approval; Meta confirms the category.
Abandoned cart recovery · example sheet
| A | B | C | D | E | |
|---|---|---|---|---|---|
| 1 | first_name | phone | product | cart_link | consent |
| 2 | Alex | +61 4•• ••• | Harbour linen shirt | shop.example/c/8H2 | yes |
| 3 | Mia | +61 4•• ••• | Fern throw | shop.example/c/3K9 | yes |
| 4 | Sam | +61 4•• ••• | Ridge boots | shop.example/c/7Q1 | yes |
Only the phone column is required. The highlighted row is the newest: adding it starts the journey. Example data only.
- TriggerCart Abandoned (Shopify)
Fires when a checkout is created but not completed. Tick your target market, e.g. Australia.
- Wait1 hour
Gives the customer time to finish on their own.
- Send Messagecart_help_v1
Map {{first_name}}, {{product}} and {{cart_link}} to the Shopify fields.
- Wait for ReplyTimeout: 1 day
On Reply goes to Notify Me. On Timeout goes to the reminder.
- Notify MeOn reply
Alerts your team to answer in the inbox.
- Send Messagecart_reminder_v1
Sent only on the timeout path.
- End Flow
Stops after the second message.
On reply
The journey alerts your team and stops sending. A person answers in the shared inbox, where the cart details sit next to the chat.
On timeout
After a day with no reply, one reminder is sent. After that the journey ends, so nobody gets a third message.
On opt-out
The contact leaves the journey straight away and is excluded from future marketing messages.
Mistakes to avoid
- Sending the first message within minutes: it feels like surveillance.
- Leading with a discount: you train customers to abandon carts.
- Letting the reminder go out after the customer has already ordered.
The moment
A customer adds a jacket to their cart, then gets distracted by a delivery question nobody answered.
A generic reminder email lands in a promotions tab. The question behind the hesitation (size, delivery time, returns) never gets asked, so the cart quietly expires.
Data you need
- Customer first name
- WhatsApp number
- Cart link
- Product or cart summary
- Marketing consent
Measure
- Carts entering the journey
- Reply rate and the questions people ask
- Orders placed after a message, within the window you define
- Opt-outs per 100 messages
Good practice
- Lead with help, not a discount. Save offers for the second message, if at all.
- Keep the first message under 300 characters so it reads in the notification.
- Reply fast when customers ask: the question is the buying signal.
Works for
Free PDF- High-value carts get a personal note from a team member instead of an automated second message.
- Out-of-stock item in the cart? Offer the closest alternative.
- Run a separate journey for first-time visitors and returning customers.
Abandoned cart recovery playbook
Journey, sample messages, setup checklist and metrics.
Download ↓FAQ
Questions.
Can I message every shopper who leaves a cart?
Only customers who have given you their WhatsApp number and agreed to marketing messages. Anonymous visitors can’t be messaged.
Does ConvoHut track the recovered sale?
ConvoHut shows sends, reads and replies. Compare them with orders in Shopify for the same period. That shows association, not proof the message caused the order.
Who owns the number and the data?
You do. ConvoHut connects to your own WhatsApp Business Account, and Meta bills messages to you with no ConvoHut markup.
RELATED
Often used together.
Marketing
Abandoned checkout recovery
Someone who reached checkout has already chosen what to buy. A timely WhatsApp message with their checkout link and a real person behind it clears the last hurdle.
Shopify · ZapierSee the journey →MarketingBrowse abandonment
When a known customer keeps looking at the same product, a light, helpful message can answer the question they haven’t asked yet.
Zapier · Google SheetsSee the journey →MarketingBack-in-stock and waitlist alerts
When a popular product returns, message everyone who asked, before the stock runs out again.
Google Sheets · Zapier · ShopifySee the journey →WATCH
A cart left at checkout is a question.
A shopper stops at checkout. ConvoHut waits, asks on WhatsApp and hands the reply to your team.
IN THE APP
How this runs in ConvoHut.
A store event starts the journey, then replies decide the next step.
Choosing what starts a journey
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