Use case · Abandoned cart
Turn an abandoned cart into a conversation.
When a Shopify cart is left behind, a flow sends an approved WhatsApp template to shoppers who gave permission. If they reply, the AI answers from your catalogue and policies, and orders after a click are labelled by method.
Illustration: a shopper leaves a linen overshirt in the cart. An hour later a flow sends an approved WhatsApp template, only because she has given WhatsApp permission. She asks whether it runs small; the AI answers from the brand's size guide. She taps the tracked link in the template and a paid order follows, labelled attributed.
Illustrative demo · synthetic data
The problem
A reminder can't answer “does it run small?”
Carts get left behind over a doubt: size, shipping, delivery time. A one-way nudge repeats the offer and leaves the doubt where it was.
The question behind the cart
Shoppers stop at checkout over something they couldn't find on the page. Until someone answers it, the cart stays where it is.
Replies nobody picks up
When a shopper does answer a reminder, the reply needs a fast, correct answer. A shared phone or a no-reply sender can't give one.
Credit you can't check
Recovery numbers often mix in orders that would have come anyway. Without the method next to each order, you can't tell which is which.
How it works in Kanesh
The flow you can build today.
Six steps on the flow canvas, with triggers and actions that exist now. Change the wait and the wording to fit your store.
Trigger
Step 1: Start from Shopify's abandoned cart
Pick the Abandoned cart (Shopify) trigger: a cart with items and no order.
Wait
Step 2: Wait before you write
Add a Wait step, for example one hour, so the message arrives while the shopper still remembers the cart.
Send
Step 3: Send an approved WhatsApp template
Send template goes only to contacts with WhatsApp permission. Add an image of the product and a link to your shop; Meta approves the template before it can be sent.
AI agent
Step 4: If they reply, the AI answers
Add Wait for reply. A reply is a conversation in your inbox: the AI agent answers from your catalogue, size guides and policies, and hands off to your team with the reason when it shouldn't continue.
Wait
Step 5: No reply? Tag it and stop
If nobody answers within the window you set, add a tag such as cart-no-reply. If a shopper who did reply goes quiet, automatic follow-ups (up to three) respect your quiet hours.
MeasureBeta
Step 6: See the orders that followed
When the template's link is tracked, an order placed after a click is labelled attributed. An order inside the time window without a click is labelled estimated and kept apart.
Illustration of a flow: when a cart is abandoned, wait one hour, send an approved WhatsApp template to contacts with permission, then wait up to 24 hours for a reply. If the customer replies, the AI agent answers in the inbox and hands off to the sales team when it shouldn't continue. If not, the contact is tagged.
Illustrative demo · synthetic data
The flow doesn't create discount codes and doesn't take payment in the chat. If you run an incentive, write it into the template and manage it in Shopify; checkout stays in your store.
What you need
Before the first reminder goes out.
Four things to have in place, and one rule you can't skip: on WhatsApp you only write to people who said yes.
Connections and setup
Shopify
Native connection. It provides the abandoned-cart trigger, the catalogue the AI recommends from, and the paid orders.
WhatsApp Business Platform
Your number on the official platform (Meta Cloud API or 360dialog) and at least one approved template.
Your knowledge
Size guides, shipping and returns policies uploaded, so the AI answers from them and not from guesses.
Contacts with permission
Every opt-in is stored with the exact text the person accepted and how they gave it.
Good to know
- Shoppers without WhatsApp permission get nothing from this flow. That's by design.
- Meta approves each template, and Meta's messaging limits apply to how much you can send.
- After a shopper replies, you can write freely for 24 hours (Meta's customer service window). Outside it, only approved templates.
- Attribution shows its method: attributed after a tracked click, estimated by time window. Neither proves the message caused the order.
What to measure
Follow the flow in the dashboards you already have.
These are dashboard names, not promises. You see your own numbers; we don't publish benchmarks.
Custom dashboards
A view with the metrics you follow for this flow.
Funnel
Where conversations stop between the first reply and the order.
Sales
How conversations and the orders that follow them move, day by day.
Follow-ups
Which follow-up step gets the replies.
AI quality
What the AI answered, what it handed off and why.
Related
The pieces behind this setup.
Product
- Campaigns & flowsThe flow canvas, templates, follow-ups and the attribution method.
- AI agentHow the AI answers from your catalogue and hands off when it shouldn't continue.
- WhatsAppTemplates, permission and the official WhatsApp Business Platform.
Other use cases
Abandoned cart questions
Does this reach shoppers who haven't given WhatsApp permission?
How long should the flow wait before writing?
Can the AI offer a discount to close the sale?
Who answers when the shopper replies?
What does “attributed” mean here?
Free diagnosis
See what your conversations are leaving on the table.
We review up to 180 days of your WhatsApp history and send you a written diagnosis within 48 hours. Free, and nothing is connected until we've agreed in writing how your data is handled.