The abandoned checkout playbook

Choose timing

Automations in Flows typically wait after checkout abandonment so the shopper is not called while still on your site. A one-hour wait is a common starting point; adjust based on your average checkout length.

Add a purchase recheck before the dial step so customers who completed checkout during the wait are skipped automatically.

Shorter waits feel aggressive; longer waits miss shoppers who already bought elsewhere. Adjust one hour at a time and watch answer rate alongside attributed orders.

Build in Flows

Open Flows and start from the abandoned checkout template if you have one. The graph should read: trigger → wait → recheck purchase → call → optional follow-up text → exit paths.

Name the flow after the trigger and wait duration so your team can find it later in Calls filters.

Define eligibility

Limit to carts with a phone number, minimum value, or product types you can support on a call. Exclude wholesale or B2B tags if those buyers should not get consumer outreach.

Respect do-not-call flags and prior opt-outs—the flow should not override contact-level blocks.

Require a valid phone number on the checkout record. International formats should match how Dial Dragon normalizes numbers for your shop.

Skip gift-only carts or zero-dollar checkouts if those shoppers should not receive sales calls.

What the rep should cover

Open with context: what is in the cart and that you are calling from the store they shopped. Answer hesitation—price, shipping, returns—using store profile facts.

If the shopper is ready, offer to text the checkout link. Only mention a discount when your offer ladder is enabled and the conversation warrants it.

Train the tone you want: helpful concierge, not pressure. The rep should reference real cart lines and policies from store profile—not invented perks.

When shoppers raise objections, the rep should classify the concern and respond with profile-backed facts. Update store profile if the same objection appears in multiple transcripts.

The follow-up text

After a helpful call, Dial Dragon can send a follow-up text with the cart link and optional code. SMS is included in your connected-minute price.

Messages include STOP language for opt-out. Do not send duplicate texts for the same live conversation.

The text should mirror what was promised on the call: same cart link, same code, same store name. Mismatches erode trust fast.

If the shopper declines a text, the flow should end without sending SMS. Respect verbal opt-out the same as STOP.

Exits and hygiene

• Exit when an order is placed—before or after the call.
• Exit on opt-out or stop request during the call or SMS thread.
• Exit when the checkout is no longer valid or the cart emptied.
• Hang up on voicemail with no message left.

Measure and tune

Track answer rate, attributed orders, and calling cost for this flow in Analytics. Compare weeks with the same wait duration before changing multiple variables at once.

If answer rate is strong but orders lag, improve profile facts and checkout clarity before increasing discounts.

If answer rate is weak, shift calling windows toward hours your shoppers actually pick up the phone.

Review Calls weekly for this flow: listen for missing profile facts and tighten your wait or window if answer rates cluster at odd hours.

Pair this playbook with the abandoned checkout solution page for narrative examples, then validate every claim against your own shop data before going wide.

Coordinate with support: if agents handle chat or email, align on what the voice rep promises so customers never hear conflicting policies.

During peak sale periods, consider pausing the flow or shortening the offer ladder to protect margin when traffic is already high.