How to Recover Abandoned Shopping Carts by WhatsApp
A customer who reached the checkout but didn't complete the purchase is still closer to making a purchase than someone who has never visited the store. It's worth reaching out to them.
Most online stores lose a significant portion of their potential sales right at the very last step: the customer adds products to the cart, reaches the checkout page, and leaves without completing the purchase. It could be hesitation about the price, a last-minute question about shipping, or simply a distraction.
This guide shows you how to configure this recovery flow using module E-Commerce Hub of WhatSMS.
Step 1 — Set up the store and enable abandoned cart detection
Set up the integration with WooCommerce or Shopify so that the system automatically detects when a customer reaches checkout without completing the purchase.
Step 2 — Create the recovery trigger in the flow editor
In the visual editor, drag a "abandoned cart" trigger node followed by a delay node, set to the appropriate wait time for the type of product being sold—shorter for quick decisions, longer for more thoughtful purchases.
Step 3 — Write a message that answers a question, not just a reminder
Customize the message to remind the customer of the items they left in their cart and, if appropriate, address a common question about shipping, returns, or inventory. Include a direct link so they can resume their purchase right where they left off.
Step 4 — Set the number of attempts
Configure the workflow so that it doesn't send more than one or two messages about the same shopping cart. Continuing to follow up has the opposite effect of what you intend—the goal is a single, well-crafted message, not a series of reminders.
What to do if the customer responds with a question
If the response is a question—"Does this come with a warranty?" or "Can I return it if I don't like it?"—the AI agent responds based on the store's actual information, without the need for manual intervention, unless the situation truly requires a human response.
You can set up this recovery workflow with a conta gratuita, integrate your WooCommerce or Shopify store, and test its actual impact on your own sales.
Frequently asked questions
What sets this approach apart from a shopping cart recovery email?
The WhatsApp is much more likely to be seen in time than an email, which suffers from a low open rate and competes with dozens of other messages in the inbox.
How long after the abandonment should I send the message?
It varies depending on the product: for an impulse purchase, one or two hours is usually enough; for a more thoughtful purchase, waiting until the next day may be more effective.
Should I send several messages until the customer responds?
It's not recommended. After one or, at most, two unanswered messages, it's best to stop—pushing too hard tends to drive the customer away rather than win them back.
If a customer responds with a question, does someone have to reply manually?
Usually not. The AI agent responds based on actual store information, unless the situation is too specific for an automated response, in which case it escalates to a human agent.
Does the recovery link take the customer back to the same shopping cart?
Yes, the message can include a direct link to resume the purchase where it was interrupted, without requiring the customer to reselect products.