WhatsApp chatbot template: abandoned cart recovery
Most cart recovery is a discount fired at everyone. This asks why the cart stalled first, because "shipping cost" and "wrong size" need different answers and only one of them needs a discount.
The goal
Recover the cart, and learn why it stalled.
The flow, node by node
- Wait
Wait two hours
Long enough that they have genuinely left, short enough that they still remember the product.
- Condition
Did they order in the meantime?
The check everybody forgets. Messaging someone about a cart they already converted is the fastest way to look broken.
- Send template
Send the cart reminder
A MARKETING template — nothing was purchased, so there is no transaction to update. Roughly 7.5x the utility rate in India, and it needs an opt-out route in it.
- Buttons
Ask what stopped them
Price / shipping / wrong size / still deciding. This answer is worth more than the recovered cart.
Before you go — what stopped you? It genuinely helps us fix it.
जाने से पहले — किस वजह से रुक गए? यह बताने से हमें सुधारने में मदद मिलेगी।
- Condition
Branch on the reason
Shipping objection gets a shipping answer. Size doubt gets the size guide. Only "price" gets anywhere near a discount.
- Set attribute
Record the objection
Across a few hundred carts this tells you what to fix on the site, which is worth more than any single recovery.
- Hand off to AI
Questions → the AI agent
It answers from your shipping table and size guide without occupying a person.
- Hand off to a human
Anything else → a person
A customer still talking about a cart two hours later is worth a human.
Where this usually goes wrong
- Filing it as utility to save money. Meta re-categorises it, and you find out on the invoice.
- Leading with a discount. You train people to abandon carts, and you never learn why they did.
- Sending it more than once. One reminder is service; three is a reason to block you.
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