Abandoned Cart Recovery
Official guide · English · Version 9c253d0cf11816df
Cart Recovery helps you automatically re-engage customers who added items to their cart but did not complete their purchase. The system sends timed reminders through multiple channels and can include discount coupons to incentivize checkout completion.
Accessing Cart Recovery
Navigate to Dashboard > Cart Recovery from the sidebar. The page has two tabs: Settings and Analytics.
Settings Tab
The Settings tab lets you configure every aspect of the cart recovery automation.
Enabling Cart Recovery
At the top, toggle the Enable Cart Recovery switch to activate or deactivate the entire feature. When disabled, no recovery reminders will be sent.
Recovery Scenarios
Choose which types of abandoned carts to target:
| Scenario | Description |
|---|---|
| Chatbot Cart | Customers who added items during a chatbot conversation but did not complete the order. |
| Checkout Session | Customers who started the checkout process on your storefront but abandoned it before payment. |
| Unpaid Order | Orders that were placed but not paid for (e.g., the customer left before completing payment). |
Check or uncheck each scenario to include or exclude it from recovery campaigns.
Reminder Timing
Configure up to three reminder messages, each sent after a specified delay from the cart abandonment:
| Reminder | Default Delay | Description |
|---|---|---|
| First Reminder | 60 minutes (1 hour) | A gentle nudge sent shortly after abandonment. |
| Second Reminder | 1,440 minutes (24 hours) | A follow-up reminder the next day. |
| Third Reminder | 4,320 minutes (72 hours) | A final reminder with potential discount incentive. |
Enter the delay in minutes. The equivalent hours are displayed below each field for convenience.
Info: The minimum delay is 15 minutes. Space out your reminders to avoid overwhelming customers -- 1 hour, 24 hours, and 72 hours is a well-tested pattern.
Recovery Discount
Optionally include a discount coupon in recovery reminders to encourage checkout:
- Toggle the discount on or off.
- Configure the discount details:
| Field | Description |
|---|---|
| Discount Type | Choose Percentage or Fixed Amount. |
| Value | The discount value (e.g., 10 for 10% or a currency amount). |
| Max Discount | Optional cap on the discount amount. Leave empty for no limit. |
| Coupon Expiry | How many hours the coupon remains valid after being generated (1-168 hours). |
Info: Auto-generated coupons are unique to each abandoned cart session. They expire automatically and cannot be reused.
Notification Channels
Select how recovery reminders are delivered:
| Channel | Description |
|---|---|
| Same Channel (Chatbot) | Sends the reminder through the same messaging channel the customer originally used (e.g., Telegram, WhatsApp, web widget). |
| Sends recovery emails if the customer's email address is available. | |
| Sends WhatsApp messages for recovery (requires a connected WhatsApp channel). |
Recovery Window
Set the Stop Recovery After value to define how many hours after abandonment the system should stop attempting recovery. The default is 168 hours (7 days). After this period, abandoned carts are marked as expired.
Saving Settings
Click Save Settings at the bottom to apply all configuration changes.
Analytics Tab
The Analytics tab provides insights into your cart recovery performance.
Time Period
Select a reporting period in the top-right corner:
- Last 7 Days
- Last 30 Days
- Last 90 Days
Performance Metrics
Four cards summarize key metrics:
| Metric | Description |
|---|---|
| Total Abandoned | Number of carts identified as abandoned in the selected period. |
| Recovered | Number of abandoned carts that resulted in a completed purchase. |
| Recovery Rate | Percentage of abandoned carts that were recovered. |
| Revenue Recovered | Total revenue from recovered carts. |
Abandoned Carts Table
Below the metrics, a detailed table lists individual abandoned cart records:
| Column | Description |
|---|---|
| Date | When the cart was abandoned. |
| Scenario | The type of abandonment (Chatbot Cart, Checkout Session, or Unpaid Order). |
| Customer | Customer name and phone number (if available). |
| Cart Total | The value of the abandoned cart. |
| Status | Current recovery status with color-coded badge. |
| Reminders | How many reminders have been sent out of the maximum 3. |
| Actions | Manual intervention buttons. |
Cart Recovery Statuses
| Status | Description |
|---|---|
| pending | Cart was abandoned; no reminders sent yet. |
| reminder_1_sent | First reminder has been delivered. |
| reminder_2_sent | Second reminder has been delivered. |
| reminder_3_sent | Third and final reminder has been delivered. |
| recovered | The customer completed their purchase. |
| expired | The recovery window has passed without a purchase. |
| cancelled | Recovery was manually stopped by an operator. |
Manual Actions
For carts that are still in an active recovery state (not recovered, expired, or cancelled):
- Send Reminder -- Manually trigger an additional reminder message.
- Cancel Recovery -- Stop all future reminders for this cart.
Best Practices
- Start with moderate delays (1 hour, 24 hours, 72 hours) and adjust based on your recovery rate.
- Test the discount incentive -- even a small 5-10% discount can significantly boost recovery rates.
- Monitor your recovery rate weekly and adjust timing or discount values accordingly.
- Use multiple channels -- enabling both chatbot and email channels increases the chance of reaching the customer.
- Set a reasonable recovery window -- 7 days is generally effective; going beyond 14 days rarely converts.