Abandonment event messages are triggered messages you send to subscribers when they:
- Abandon their shopping cart
- Look at an item on your store but don’t add it to their cart
- Visit your store but don’t look at any items
- Begin the checkout process on your store with items in their cart, but don't complete the purchase
You send abandonment messages with Cart Abandonment, Browse Abandonment, Checkout Abandonment, and Session Abandonment journeys. The number of abandonment event text messages you can send to subscribers depends on the location of the subscriber.
SMS subscribers in the U.S.
U.S. carrier guidelines state that businesses are limited to sending one message per abandonment event. This message must be sent within 48 hours after the event (i.e., when the subscriber views the product or adds the product to cart). In our experience with thousands of customers, we've found that sending the message within the first 60 minutes results in the best conversion rate.
These changes have been implemented across the industry and include all text providers and all carriers. Any business that isn't compliant with carrier guidelines risks the suspension of their text marketing programs. We are in direct, constant contact with the carriers to help define these guidelines and emphasize the importance of personalized messages. Our goal, as always, is to ensure that messages delivered to your subscribers remain relevant, timely, and delightful.
SMS subscribers outside of the U.S.
You can add more than one Send text message step to abandonment message journeys for subscribers outside of the U.S.