Checkout recovery · Docs

Checkout recovery calls a shopper an hour after they left a cart unpaid. It asks if they're still thinking of buying, mentions your offer, and sends a link back to their saved checkout. If they've decided against it, it asks why.


Library key	`abandoned_checkout`
Call type	Promotional, because it mentions an offer. See Call types and consent
Languages	Starts in Hindi, or in the `language` input; English too, and it follows the shopper if they switch
Longest call	2 minutes 30 seconds
Tries per shopper	2, four hours apart

When to use it

Start it when a checkout has been left unpaid for an hour and the shopper agreed to be called about their order. High-value carts are the ones worth a call: the shopper was close to buying and a short conversation tells you what stopped them.

What the shopper hears

The phone rings, RowCall says it’s an automated assistant, asks the flow’s question, and the reply is saved as an answer with an outcome.

Agent: Hi Priya, this is Halden's automated assistant, calling about the pair of silver earrings in your cart. This call is recorded. Do you have a minute?

Shopper: Sure.

Agent: Are you still thinking of buying them?

Shopper: Yes, I was.

Agent: Good news: if you finish today, you get 10% off with the code SAVE10. Shall I send you a link back to your cart?

Shopper: Yes, please.

Agent: Sending it now. Done, the link is on its way by SMS. Thank you, goodbye.

A shopper who says they're no longer thinking of buying is asked why instead, and the call ends without the offer.

Inputs it needs

Input	Label	Type	Required	Sample
`customer_name`	Name	text	Yes	Priya
`phone`	Phone	phone	Yes	+919812345602
`checkout_id`	Checkout	text	Yes	chk_5120
`items`	Items	text	Yes	a pair of silver earrings
`offer`	Offer	text	Yes	10% off with the code SAVE10
`language`	Language	text	No	`en-IN` to start in English

Questions it asks

Key	Question	Answer
`good_time`	Do you have a minute?	Yes or no. A "no" ends the call politely
`still_want`	Are you still thinking of buying them?	Yes or no. A "no" goes to `reason`
`wants_link`	Shall I send you a link back to your cart?	Yes or no. A "no" ends as not interested
`reason`	May I ask why? Was it the price, the delivery time, or something else?	A choice: Price, Delivery time, Something else

The offer itself is a fixed line, said word for word, and marked as an offer: only promotional flows may make offers.

Outcomes

Outcome	Label	When
`link_sent`	Cart link sent	The shopper wanted the link and it went out
`not_interested`	Not interested	They don't want the link, or gave a reason for not buying
`needs_team`	Needs the team	The link couldn't be sent from the call

Actions it may take

Action	Kind	What it does
`restore_checkout_link`	Write	Sends the shopper a link back to their saved checkout

How to start it

From your store, by API: POST /v1/runs with "flowKey": "abandoned_checkout" (or your service copy's flowId), the shopper's phone and the inputs, an hour after the checkout was left.
From the dashboard: select the shoppers in Contacts and choose Call N contacts, or Call a shopper on the flow.

What to measure

In Results, for the flow:

How the calls ended: link_sent against not_interested.
Summary → the reason question: what stops shoppers most often: price, delivery time or something else.
Paid after the call: in your store, how many carts with link_sent were paid within a day.

Set it up, step by step

Copy it from the library
Flows → Library → Abandoned checkout recovery → Use this flow.
Simulate it as it is
Simulate → Talk as the shopper. Say yes to hear the offer, then run it again and say no to hear the reason question.
Make the service version
On the Diagram tab, delete the offer_line step. On the Settings tab, set Call type to Service. Remove the offer input on the Inputs tab.
Simulate again and publish
A simulation that reaches an outcome, then Publish.
Connect the action and start runs
Connect restore_checkout_link in Developers → Actions, and start a run an hour after a checkout is left, for shoppers with service consent.

Next stepDelivery scheduling

Book a delivery and installation slot.