Flows/Flow
Checkout abandoned
The core flow. One human-sounding text 55 minutes after the checkout goes cold, then the agent holds an open conversation for as long as the shopper wants one.
The flow
Triggered by: Checkout abandoned
Wait 55m
Long enough that they've actually left, short enough that the cart is still on their mind
Exit
Order placed, or number suppressed, or quiet hours in their timezone
Message · Open
Name the item. Ask one open question. No offer, no urgency, no emoji.
Did they reply within 24h?
Yes → message · No → wait
Message · Answer
Answer what they actually asked using catalog and order facts. If the answer isn't in the facts, escalate — do not estimate.
Hand to a person in #recover-live
Delivery guarantee, bulk or custom order, an unresolved service issue, or any refund question
Offer WELCOME10 — 10% off
Only after two exchanges and only if price is the stated blocker
Wait 23h
One day
Message · Close
One follow-up, then stop. Never a third unprompted text.
Exit
48 hours after the last message
Performance
This flow's guardrails
On top of the account-wide limits the agent carries everywhere.
- Never send between 9pm and 8am in the customer's own timezone.
- Two unprompted messages, maximum. A third only if they replied.
- STOP, UNSUBSCRIBE or any refusal suppresses the number everywhere, immediately.
- The agent may never invent a ship date, a stock level, or a policy.
- No discount above the campaign ceiling without a human in Slack.