Creating a Site Abandonment Flow

      Creating a Site Abandonment Flow

        Article summary


        SMS & Email
        Supported plans

        Free, Starter, Pro, Premium, Enterprise

        eCommerce Platform

        Shopify, Shopify Plus, Adobe Commerce (Magento), Custom

        The Site Abandonment flow allows you to send messages to online store visitors who did not engage with available products or did not go through a checkout process. This flow provides an opportunity to target the top-of-funnel traffic and increase your chances of customer acquisition.

        In this article, you’ll learn how the Site Abandonment flow works and how to set it up.

        This flow does not target visitors who viewed a product, started a checkout process, or made an order. To send out messages for these users, see Creating a Browse Abandonment Flow.

        How it works

        The Site Abandonment flow targets top-of-funnel visitors who haven’t viewed a product, added a product to a cart, or completed a purchase in the last 14 days.
        It has a built-in delay and is triggered 60 minutes after a visitor leaves one of the following pages:

        • Your homepage
        • Category pages
        • Ad-promoted landing pages
        • Any other non-product or checkout-specific page

        The default message in the flow thanks the shopper for visiting your site and offers a discount code. You can edit this message to match your brand’s voice and tone.


        • To avoid spamming your visitors, the Site Abandonment flow is set to be triggered once every 14 days
        • US guidelines allow 1 message per abandoned session. It must be sent within 48 hours of the session and must include opt-out text. To learn more, see Abandoned Checkout Reminders: Regulations for US shoppers.

        Before you start

        You will need to install Yotpo’s web pixel to track and message visitors based on their on-site behavior.

        When you start setting up the flow, you will be prompted to add the pixel. Simply follow the on-site process to make sure the pixel is added correctly.

        After successfully installing the web pixel, Yotpo will start collecting user events to activate specific flows and segments.

        Setting up a Site Abandonment flow

        To set up the Site Abandonment flow:

        1. In your Yotpo SMS & Email main menu, go to Flows > My Flows.
        2. Click Flow templates.
        3. Search for Site Abandonment and click the template. A pop-up with a preview of the flow will appear.
        4. Click Customize flow and edit the flow as needed.
        5. Edit your flow and click Save.
        Make sure not to change the “Active on-site” trigger. Changing it may send duplicate messages and spam the visitor.

        Editing the flow

        If at any point you’d like to change or update the flow:

        1. In your Yotpo SMS & Email main menu, go to Flows > My Flows.
        2. Scroll down and search for the Site Abandonment flow.
        3. Hover over it and click Edit.
        To avoid spamming your visitors every time they view a page on your store and leave, you can only send a Site Abandonment flow once every 14 days. By default, there is a minimum of 14 days before the trigger can be activated again for the specific customer. You can change this period from the menu on the left.

        Next steps

        If you have several options for attracting customers, you can set up an A/B test to see which message performs best. To learn more about A/B testing, see Running an A/B Test on Your SMS Flows.

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