You will learn
Learn how to add SMS to your abandoned cart flow as well as compliance requirements and best practices.
SMS flow best practicesSMS flow best practices
There are a couple best practices to keep in mind when using SMS with flows:
- Keep the series between 1 to 3 messages to not overload your subscribers.
- Make your messages short and to the point.
- Set up a virtual contact card so your customers can add you as a trusted contact.
In addition to abandoned cart, set up SMS for these flows to maximize conversions from your subscribers:
Before you beginBefore you begin
Note that using quiet hours is highly encouraged for SMS abandoned cart reminders. This is on by default in Klaviyo for SMS, and we do not recommend turning it off.
The US has certain requirements for anyone sending SMS messages in abandoned cart flows. If you are sending to US recipients, the following are all required:
- Use double opt-in when collecting SMS consent.
- Only send 1 SMS per recipient.
- Send within 48 hours of someone abandoning a cart.
Create an SMS abandoned cart flow
Here, we walk you through how to add SMS to your existing abandoned cart flow.
Please read the Before you begin section before setting up your SMS abandoned cart flow, as it contains critical information on SMS compliance and best practices.
Don’t already have an abandoned cart flow? Open this section.
- Navigate to Flows.
- Click Browse Ideas in the upper right corner.
- Search for “abandoned cart” and click the icon for email and SMS.
- Pick an abandoned cart flow template.
- Here, we choose the template named “Standard (Email & SMS).”
- Name the flow (e.g., “Abandoned Cart Reminder”).
- Click Create Flow.
- If you're using Amazon Buy with Prime and have integrated it with Klaviyo, add the following flow filter to exclude customers who made purchases via Buy with Prime from receiving incorrect messaging:
- Placed Order (Buy with Prime) zero times since starting this flow.
- Go into each message and edit the text
- Note: Before changing anything about the dynamic variables, copy the variable or block of variables.
- Dynamic variables must be formatted exactly right or they won’t work.
- Copying the block allows you to make changes without the risk of breaking them.
- Note: Before changing anything about the dynamic variables, copy the variable or block of variables.
- Save your changes.
- Do not turn off quiet hours for the SMS message.
- Click Update Action Statuses in the upper right.
- Open the dropdown menu and select Live.
- Click Update Statuses.
Add SMS to an abandoned cart flow
- Navigate to Flows.
- Find the abandoned cart flow where you want to include SMS.
- In the flow, place a conditional split after the first time delay.
- Note: the time delay must be within 48 hours of when the flow triggers.
- Use the following condition.
If someone can or cannot receive marketing > Person cannot receive > sms marketing. - On the No path, add an SMS message.
- Click on the SMS message card.
- Click Edit in the details panel.
- Add in your message.
“Hey {{ person|lookup:"first_name"|default:'there' }}, your cart is about to expire! Did you want to check it out? [LINK]” - Recommended: Include a discount to encourage people to buy.
“Hey {{ person|lookup:"first_name"|default:'there' }}, your cart is about to expire! Get 10% off now with code {% coupon_code 'YOUR_COUPON' %} [LINK]” - Rejoin the split after the SMS to after the first email.
- Set the SMS message to live.
Improve your SMS abandoned cart flow
Above we detail a basic SMS and email abandoned cart flow. However, there are ways you can customize this flow.
While you cannot send more than 1 SMS per recipient as an abandoned cart reminder, you can have more than 1 SMS in this flow by further targeting your audience.
See examples below.
Value
Product collection
New purchaser
Frequent purchaser
Additional resources
- Learn more about abandoned cart flows
- See how to create other SMS flows:
- Abandoned Cart Emails: 14 Tips & Examples from Brands