How to create an abandoned site flow with email and SMS

You will learn

Learn how to create an abandoned site flow with email and SMS. This flow is the first step in the customer journey, sending before even a browse abandonment flow. It includes anyone who visited your website, but didn’t look at or buy any products. 

These site abandoners are likely on the search for deals or are browsing quickly. To convince them to come back, create a site abandonment flow to show these shoppers fantastic deals, share new arrivals, or provide assistance. 

Before you begin

There are a few things to note before building a site abandonment flow (also called a site bounce flow):

• You must already have Klaviyo onsite tracking for your website (which is automatically installed for most ecommerce stores). 
• If using SMS, stay compliant by: 
  • Only including 1 SMS per recipient in this flow. 
  • Sending the SMS within 48 hours of someone abandoning the site. 

Create an abandoned site flow

1. 1. Navigate to Flows > Create Flow > Build your own. 
   2. In the modal that appears, name the flow (e.g., “Abandoned site”).
   3. Select Create flow. 
   4. In the flow builder, select Metric from either the Recommended or All triggers tab.
   5. To select the metric, open the dropdown menu and select Active on site.
      
   6. Click Add flow filter > Add flow filter.
   7. Add the following filters: 
      • What someone has done (or not done) > Active On Site zero times since starting this flow
      • What someone has done (or not done) > Viewed Product zero times since starting this flow
        AND
      • What someone has done (or not done) > Started Checkout zero times since starting this flow
        AND
      • What someone has done (or not done) > Placed Order zero times since starting this flow
        AND
      • Has not been in this flow > in the last 30 days
        
   8. Shopify and BigCommerce users: if you enabled Added to Cart tracking, use the following filter, along with the AND condition.
      • What someone has done (or not done) > Added to Cart zero times since starting this flow
        
        
   9. Select Save. 
   10. Put a time delay directly after the trigger and set it to wait 15 minutes. 
   11. Add an email after the time delay. 
       
   12. Create the content for your message that incentivizes browsers to come back and buy something (e.g., “Want a great deal?”) as well as shows off new or popular products.
   13. Below the email, add a time delay that waits 1 day. 
   14. Drag in a split below the 1-day time delay and set it to: If someone is or is not consented to receive SMS > is.
       
   15. On the YES path, add an SMS. 
   16. Create the content for the SMS and remind the user of the incentive from the first email. (e.g., “Don’t miss out on your 15% off! Use code GET15 before it’s gone for good”). 
   17. On the NO path, place an email.
       
   18. In the second email, craft the content to remind recipients of the incentive from the first email and talk about your mission, offer assistance, etc. 
   19. Select Review and turn on to set the flow live. 

Additional resources

• Learn how to create other flows: 
  • Product review
  • Price drop