Applies to: All
Note: AI Opportunity Engine is currently in early access and only available to select brands. If you would like to join, please reach out over live chat!
Overview
The AI Opportunity Engine drafts personalized outreach messages for each customer opportunity and surfaces them in a focused review session. During a session, you can:
Review the context behind each opportunity before deciding how to act
Edit the AI-drafted message to add a personal touch
Send the message, snooze it until tomorrow, or dismiss the opportunity entirely
Track your progress and see a summary when the session is complete
Step-by-step guide
Starting a review session
1. From the AI Opportunity Engine, select Review all X opportunities to begin your session. A progress bar at the top of the screen tracks how many opportunities you've reviewed out of the total (e.g., "2 of 8 reviewed"). You can exit at any time — your progress is saved automatically.
Reviewing the opportunity context
2. Each opportunity opens with a Why reach out now context card. This card includes the reason for the outreach (e.g., "$840 bag purchase"), any relevant customer context (e.g., "Wedding season mentioned"), order notes when available, and a summary line with key customer details such as LTV and last contact date. Review this information to understand why the AI identified this customer as an opportunity before reading the draft message.
3. To get context about the opportunity on the customer context and how to approach this opportunity, select Show customer details. This view will provide an overview of why this customer was flagged as an opportunity (i.e., the customer made a purchase, or the customer abandoned a cart), and ideas on how to approach the message.
If the opportunity is tied to a specific order, select View order details → to review the purchase before responding. Within the order details, scroll down to view the customer, and click the customer name to view the full customer profile.
Customer Details View Order Details View & Customer Profile
Reading and editing the AI draft
4. Read through the draft and add additional personalization and context. The message is fully editable — select into the text area to make any changes. You can also use the text formatting controls to adjust content or expand the message area for easier editing. You can also add in a message template, products, Stories, and anything else you would add to any standard message.
5. The message will be pre-drafted in the best channel for the customer. Endear will automatically consider what contact methods the customer has available, their subscription status, and past communications. However, you can also change the channel by selecting the From dropdown and selecting the email or phone number you would like to use.
Taking action on the opportunity
6. Once you're satisfied with the message, select Send via SMS (or the applicable communication method) to send it to the customer. You'll receive confirmation feedback once the message is sent and the next opportunity will load automatically.
If the opportunity isn't relevant, select Dismiss opportunity to remove it from your queue. Dismissed opportunities will not reappear in your session.
If the timing isn't right but you don't want to dismiss the opportunity, select Snooze until tomorrow to delay it. Note that snoozing is subject to limits — if snoozing would push the opportunity past its expiration date, you'll see a warning, and snoozing may not be available. You'll also see a notice if snoozing would fall outside of standard business hours.
Completing the session
9. Once you've reviewed all opportunities, a session summary screen appears. This screen shows how many messages were sent, how many were skipped (snoozed), and how many were rejected (dismissed). Select Back to opportunities to return to the home page. New opportunities will continue to appear throughout the day as customers browse and shop.
Still need help? We are happy to assist you for more 1:1 direction. Reach out to our live chat!