Set offers you're comfortable with

Off by default

New campaigns and flows do not grant discounts until you enable offer escalation. That keeps early calls focused on service and checkout links.

Turn offers on only when you have Shopify codes and margins to support them.

Many merchants run their first week without discounts to learn answer rates and common objections. Add a single step later if recovery stalls.

Where to configure

Offer escalation appears in the campaign builder and in flow steps such as abandoned checkout. Look for the optional offer escalation section when editing a program.

Changes apply to new calls after you save. In-flight conversations keep the rules they started with.

Build the ladder

Offer escalation steps move from your opening offer to stronger ones you define—often a second and final tier. Each step should be a real discount the rep can cite on the call and in SMS.

1. Set the opening terms the rep mentions first.
2. Add a second step only if you are willing to use it on hesitant shoppers.
3. Add a final step as a true ceiling—not a starting offer.

Set limits

Cap percentage or dollar discounts per your finance rules. The builder should reflect the maximum you will ever grant on that program.

Pair limits with product eligibility so the rep does not discount excluded SKUs.

Write internal notes for your team about which SKUs are never discounted. Mirror those rules in Shopify automatic discounts where possible.

If you run free-shipping thresholds, decide whether the rep may mention shipping instead of a percentage off.

When it stops

Escalation stops when the customer accepts an offer, declines further discounts, or opts out. It also stops when the flow or campaign disables escalation mid-flight.

If a shopper accepts on the first step, the rep should not keep climbing the ladder.

Codes and follow-up

Create matching discount codes in Shopify before you go live. The follow-up text can include the code the customer agreed to on the call.

Audit a sample of Calls after launch to confirm the rep quotes only approved steps.

Worked examples

Conservative: offers disabled; rep focuses on product fit and texts the checkout link. Use this when margin is tight or your brand rarely discounts.

Moderate: one optional step after a price objection, capped at a fixed percent. Use when you already run cart recovery emails with a modest code.

Aggressive: opening mention of a small incentive plus one escalation step. Only use when finance signs off and codes are pre-created in Shopify.

If finance needs tighter control, keep a single step live and document who may approve expanding the ladder.

Review the Follow-up product page for how SMS and offers interact after the call. Your live settings should match what you promise publicly.

When you disable offers mid-week, expect fewer discount mentions on new calls immediately. Give the change a few days before judging recovery.

Document the customer-facing wording for each step. Support teams should recognize the same phrasing customers hear on the phone.

If a step includes free shipping instead of a percent off, say so explicitly in builder notes so reporting stays interpretable.

Schedule a monthly review with finance to confirm active codes still match ladder steps. Expired Shopify discounts are a common source of broken promises on calls.

Train support to recognize codes the rep might mention so email and chat teams do not contradict a live conversation.

Start with the smallest ladder that could work. Merchants who add three steps on day one often climb down after reading transcripts.

After any ladder change, spot-check five new calls within 48 hours to confirm the rep stopped at the right step.