You will learn
Learn how to add an SMS to your abandoned cart flow as well as compliance requirements and best practices.
Before you begin
Note that using quiet hours is highly encouraged for SMS abandoned cart reminders. This is on by default in Klaviyo, 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 previous section before setting up your SMS abandoned cart flow. That section includes information on SMS compliance and best practices.
- 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
- 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
Person is or is not consented to receive SMS > is not
- On the No path, add an SMS message
- Click Configure Content in the left sidebar
- 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, but there are ways you can customize this flow further.
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.
See examples below.
Additional resources
- Learn more about abandoned cart flows
- Find out how to collect consent at checkout with SMS