Retention

Integrate your Attentive account with Retention to receive insightful customer events, enabling you to create effective journeys and campaigns to engage high-intent shoppers.

There are three journeys total that need to be built (or rebuilt, if you're using a legacy version of this app) to take full advantage of this integration: Viewed Product Reclaim, Add to Cart Reclaim, and/or Checkout Started Reclaim. The integration passes these events as promotional triggers into Attentive.

Prerequisites

1. You must set up a new automated journey in Attentive to trigger your email and/or text messages.
2. You’ve already implemented Retention’s Add to Cart script, Viewed Product script, and/or Checkout Started scripts.

Set up the integration

1. Go to your Retention dashboard.
   
2. Click Integrations in the left navigation panel in Retention. Then, click Available Integrations at the top and select the Attentive icon.
   
3. Click Connect. The page redirects you to Attentive.
   
4. Click Authorize to complete the integration. You’re then redirected back to your Retention dashboard.
   
5. In your Retention dashboard, a message appears in the top right of the screen letting you know the integration was successful.
   
   

   You can now enable the integration by clicking on the Enable button at the top. Proceed to set up your Reclaim Sync events as well. Select the appropriate Attentive Journey types, then click Save.
   
   Your integration is now installed.

6. In Attentive, go to Marketplace. Confirm that the Retention app shows up under the Installed by you tab.
   

Set up journeys

1. In Attentive, go to Journeys > Create journey.
   
2. Click Start from scratch.
   
3. Select a Retention journey trigger. Each trigger has a purple 'Promotional' tag.
   
4. Click Continue.
5. Click Send a message about something else.
   
6. Click Get Started.
7. Follow the steps in the sections below to build or rebuild the Add to Cart Reclaim journey, Viewed Product Reclaim journey, and/or Checkout Started Reclaim journey.

Add to Cart journey

1. To set up your Add to Cart flow, drag a Wait rule to the flow. Set it to Wait For 45 Minutes, then click Save.
   
2. We’ll add three branches to the Add to Cart Reclaim Journey. The branches ensure your original journeys are prioritized and that the journey you send to the customer reflects how far they progressed through your sales funnel (abandoned browse, abandoned cart, abandoned checkout). Add the first Branch (see configuration below). Once added, click Save.
   
   What action the subscriber has taken
   Has made a purchase
   At least once
   Since starting this journey
   
3. Under the Has made a purchase branch, add End journey. Under Else, add a Branch (see configuration below), then click Save:
   
   What action the subscriber has taken
   Has started a checkout
   At least once
   Since starting this journey.
   
4. Under the Has made a purchase branch, add End journey. Under Else, add this branch:
   
   What action the subscriber has taken
   Has received an email
   At least once
   Since starting this journey.
   
5. Click the Action filter. Then, type the name of your original add to cart flow in the box, then select the box next to it when it appears.
   
   Click Apply selections, and then Save the branch. Add End Journey below this part of the branch.
   
6. You have completed the setup for the Add to Cart Journey. Next add an email or SMS following the section below.
7. Add End Journey to any remaining endpoints.
8. Once you’ve added an SMS or email, configured its contents, and saved, Turn On your journey.
   

Viewed product journey

1. To set up your viewed product journey, drag a Wait rule into the journey builder. Set it to Wait For 75 Minutes, then click Save.
   
2. We'll add four branches to this journey. The branches ensure your original journeys are prioritized and that the journey you send to the subscriber reflects how far they progressed through your sales funnel (abandoned browse, abandoned cart, abandoned checkout). Add the first branch (see configuration below). Once added, click Save.
   
   What action the subscriber has taken
   Has made a purchase
   At least once
   Since starting this journey
   
3. Under the Has made a purchase branch, add End journey. Under Else, add the next branch (see configuration below), then click Save:
   
   What action the subscriber has taken
   Has started a checkout
   At least once
   Since starting this journey.
   
4. Under the Has made a purchase branch, add End journey. Under Else, add the branch below, then click Save:
   
   What action the subscriber has taken
   Has added to cart
   At least once
   Since starting this journey.
   
5. Under that Has made a purchase branch, add End journey. Choose SMS, email or both, depending on what you send in your original journeys. Under Else, add the next branch (see configuration below):
   
   What action the subscriber has taken
   Has received an email or SMS
   At least once
   Since starting this journey.
   
6. Click the Action filter. Type the name of your original viewed product/abandon browse journey in the box, then select it when it appears.
   
   Click Apply selections, then Save the branch. Add End Journey below this part of the branch.
   
7. Add an email or SMS by following the section below or via this link.
8. Add End Journey to any remaining endpoints.
9. Once you’ve added an SMS or email, configured its contents, and saved, Turn On your journey.
   

Checkout started journey

This guide walks through setting up a "Checkout Started" journey in Attentive. This journey is designed to re-engage customers who’ve started the checkout process, but haven't completed their purchase.

Step 1: Add a wait rule

1. In your checkout started journey, drag the Wait rule into the flow.
2. Set the wait time to 30 minutes.
3. Click Save.
   

This ensures that customers receive the next email or text 30 minutes after starting the checkout process.

Step 2: Add a purchase branch rule

1. Add a Branch rule to the flow. The branch rule checks if a customer has completed a specific action.
2. Set up the rule as follows:
• What action the subscriber has taken: Has made a purchase
• Condition: At least once
• Time frame: In the last 3 days​
3. Click Save.
   

Step 3: Add an email check branch rule

1. Add a Branch rule to the journey under the ELSE from our previous branch. This branch rule checks whether a subscriber has received emails from your original checkout abandonment journey in the last week.
   ​
2. Under ELSE, add another Branch with the following logic:
• What action the subscriber has taken: Has received an email
• Condition: At least once
• Time frame: In the last 7 days
3. Click Action Filter.
• Type the name of your original Checkout Abandonment journey
• Select the box that appears when you type the journey name.
• Click Apply Selections, and then Save the branch
  

Step 4: Add a text check branch rule

1. Add a Branch rule to the journey under the ELSE from our previous branch. This branch rule checks whether a subscriber has received emails from your original checkout abandonment journey in the last week.
2. Under ELSE, add another Branch with the following logic:
• What action the subscriber has taken: Has received a text
• Condition: At least once
• Time frame: In the last 7 days
3. Click Action Filter.
• Type the name of your original Checkout Abandonment journey
• Select the box that appears when you type the journey name.
• Click Apply Selections, and then Save the branch
  

Step 5: Send an email or text

1. Add a Branch rule to the journey under the ELSE from our previous branch. This branch rule checks which channels the subscriber is subscribed to, and it allows you to email or text based on what the subscriber has opted in to.
2. Under ELSE, add another Branch with the following logic:
• What channels are active for the subscriber
• Branch 1 dropdown select Email Only
  

Set up your SMS or email in your Reclaim journeys

Step 1: Set up your SMS & email branch

1. Add a Branch rule to the journey under the ELSE from our previous branch. This branch rule checks which channels the subscriber is opted into, and it allows you to send email or text messages, depending on which channels they’re subscribed to.
2. Under ELSE, add another Branch with the following logic:
   • What channels are active for the subscriber
   • Branch 1 dropdown select Email Only
     

Step 2: send an email or text

1. 1. There are now two branches, one for Email Only and one for Text Only or Both Text + Email. Email Only is for subscribers that haven't opted in to receive text messages, while the other branch is for those who've opted in to receive text messages.
   2. Click and drag Send email and Send text message steps into each respective branch
      

Step 3: edit an email or text

1. 1. Fill in the email & text details:
      • • Email or Text name
        • From name
        • From sending number or email address
        • Subject line​
   2. If sending a text message step, write your text message and refer to Add steps to a journey for more information about sending text messages. If sending an email, click either Use drag-and-drop editor or Use HTML editor to compose your email. See Design your email for more information. In both email and text messages, you can use trigger event variables to add the products that customers viewed or added to cart. You can also add other variables, like total cart amount, to messages. See the examples below for some of the different kinds of variables you can add.
      
      
      Note: These variables will differ from what you see in the images below based on the trigger used to create the journey.
      
      Example: Viewed Product
      
      Example: Add to Cart
      
      Example: Checkout Started
      

After you’ve composed email and/or text messages, Turn On your journey. Your checkout started journey is now set up to re-engage customers effectively based on their actions.