🔒 Early Access Only: Abandoned cart is only available to select customers. To request access, reach out to us over live chat.
Applies to: All
Overview
When a customer adds items to their cart but doesn't complete their purchase, Endear automatically surfaces this as an Abandoned Cart opportunity in the AI Opportunity Engine. The assigned staff member receives a personalized message draft they can review and send.
How it triggers
Endear monitors cart activity in real time via your Shopify integration. When a customer abandons their cart, the system:
Detects the abandoned cart event from Shopify after 1 hour of no activity
Identifies the right staff member to reach out based on the brand's assignment strategy (learn more about how opportunities are assigned below)
Generates a personalized message draft referencing the specific items left in the cart
Adds the opportunity to that staff member's daily priority queue
Requirement: Your Shopify integration must be connected and actively syncing for abandoned cart opportunities to appear.
What staff members see
In the AI Opportunity Engine, abandoned cart opportunities appear in the daily priority list alongside other opportunity types. Each one shows:
Customer name — who to contact
Trigger type — labeled "Abandoned Cart"
Cart value — the dollar value of the items left behind
Draft status — ready to review and send
Tapping into the opportunity shows a Why reach out now card with the cart details, relevant customer context (purchase history, notes from your team, past interactions), and the AI-drafted message. Staff can also select Show customer details to see a summary of the customer's profile and suggestions for how to approach the conversation.
Acting on an abandoned cart opportunity
Every message requires staff review before it goes out — nothing is sent automatically. From the opportunity, staff can:
Edit the draft — personalize the tone, add product recommendations, a Story, or a booking link
Send now — delivers the message immediately via the best available channel (SMS or email) based on the customer's subscription status and contact preferences
Schedule send — choose a future date and time if you want to reach the customer at a better moment
Snooze — delay the opportunity until tomorrow if the timing isn't right (note: snoozing past the expiration window may not be available)
Dismiss — remove the opportunity from your queue if it's not a good fit; dismissed opportunities cannot be undone
What happens if the customer buys before you send
Endear monitors the opportunity conditions in real time. If the customer completes their purchase after you've already scheduled a message, Endear will automatically cancel the send — so your customer won't receive an abandoned cart follow-up after they've already bought. You'll see a note about this when scheduling, so you can send with confidence.
How abandoned cart opportunities are assigned
Abandoned cart opportunities are assigned to the staff member with the strongest existing relationship with the customer. Endear uses the following priority order:
Assigned user — the default staff member assigned to the customer in Endear
Manager of nearest team - if a customer does not have an assigned staff member in Endear, we can route the the opportunity to the nearest store manager based on the customer's shipping address (imported from Shopify).
Note: Currently there is no maximum distance, so the nearest store manager may be quite far from the customer depending on the brand.
Admin setup
To enable abandoned cart opportunities for your team:
Go to Settings → Endear AI and confirm the AI Opportunity Engine is turned on
Select the abandoned cart journey and turn it on for your brand
Note: Currently, you cannot elect to turn off individual journeys for specific teams. All teams with access to AI Opportunity Engine will have access to all active journeys.
Set-up your brand voice for abandoned cart draft messages by selecting 5 or more message templates.
Still need help?
We're happy to assist with more 1:1 direction. Reach out over live chat!