--- updatedAt: 2026-07-28T10:31:50.000Z agentTools: siteIndex: https://documentation.bloomreach.com/llms.txt projectIndex: https://documentation.bloomreach.com/engagement/llms.txt --- # Omnichannel abandoned cart flow [block:html] { "html": "

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Use Case maturity: \n

Advanced

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What to expect: \n

Revenue

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Use Case goal: \n

Performance

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\n\n" } [/block] [block:html] { "html": "" } [/block] ## Use case description The [Omnichannel abandoned cart flow](https://www.bloomreach.com/en/products/engagement/plug-and-play/omnichannel-abandoned-cart-flow) campaign sends a personalized message through one of the omnichannel approaches to customers who have left your website without a purchase but have viewed at least three items. Such messages may spark forgotten interest, lead customers to purchase the products and increase overall conversion and RPV. ### Key features * Multiple communication channels including email, browser push notifications, mobile push notifications, SMS/MMS, and retargeting to re-engage customers who have abandoned their carts. * Each channel has specific follow-up actions based on customer interactions. * Communications are sent only to customers who have provided the necessary consents. This helps in maintaining compliance and targeting the right audience effectively. [block:image] { "images": [ { "image": [ "https://files.readme.io/abd02c9726d252824c7e60010d5cdb7f0820ba3d991fb26510185cc5fa039fa6-EPP-OACO-Omnichannel-Abandoned-Cart-Flow.gif", "", "" ], "align": "center" } ] } [/block] ## Use case items With this use case, you’ll get an: * Abandoned cart scenario: Edit the scenario to fit your brand and messaging. Adjust individual channels. Launch the campaign in just a few clicks with a ready-made template. * **Evaluation dashboard**: A comprehensive dashboard provides insights into user behavior, campaign performance, and overall engagement metrics. The dashboard allows you to evaluate the effectiveness of your marketing strategies and make data-driven decisions. * Event segmentation: Custom groups of events based on various event attributes. * Aggregate: The aggregate displays a list of added products after last cart update. ## How to deploy the use case After downloading the use case, follow these steps. ### Meet the requirements Check if the data in your project [meets the requirements](https://documentation.bloomreach.com/engagement/docs/how-to-meet-the-requirements). The Use Case Center lists requirements for each use case during the deployment process. ### Understand the use case logic A customer who adds a product to the cart will enter this scenario. To avoid overcommunication, the scenario checks if the customer hasn't received an 'Abandoned cart' campaign in the last 7 days. If the customer updates the cart from a mobile phone or desktop, based on the device, the customer will continue the journey. If the customer cart update comes from a **mobile device**, the flow contains: * Mobile push, * Email, * SMS, where the consent and needed property will be checked. If the customer cart update comes from a **desktop**, the flow contains: * Web push, * Email, * SMS, has marketing consent and properties based on a channel. The client will receive only one message. After 1 hour without any interaction the next message will be sent based on the client properties, channels usage and consents. ### Adjust the use case Now that you understand the use case logic, you can set up the use case according to your needs. #### Email flow Create an [email flow](https://documentation.bloomreach.com/engagement/docs/email-campaigns-use-cases). The client needs to have an email integration set in the project #### Browser push Create a Subscription weblayer to subscribe to the [push notifications](browser-push-notifications). `Browser_push_notification` and the `browser_push_notification_vapid_key` are tracked and populated as soon as a user accepts getting the notifications. It works as a 'consent' because when users remove permissions to receive a push from that side in their browser, it will get removed, and you will not be able to send any more browser pushes to that user without the ID. #### Mobile push Configure [mobile push](https://documentation.bloomreach.com/engagement/docs/mobile-push-notifications) integrations for Android and iOS and track customer properties: iOS: `apple_push_notification_id` Android: `google_push_notification_id` Android - Huawei push service: `huawei_push_notification_id` #### SMS/MMS You need to have an [SMS](https://documentation.bloomreach.com/engagement/docs/sms-campaigns) integration and a phone property with a country code format that starts with +. Currently, MMS are only handled through the third-party provider Sinch. Sinch only provides support in the US. #### Retargeting Your project needs to be integrated with [Facebook](https://documentation.bloomreach.com/engagement/docs/facebook-ads-integration) and [Google](https://documentation.bloomreach.com/engagement/docs/google-ads-customer-match). ### Design & copy #### Email flow * Trigger: The last `cart_update` event triggered the scenario, and there was no purchase after it. * Conditions: The customer has a valid `email` property and email consent. * Action: Send the first email. * Follow-up: After 1 day, check if the email was opened or clicked. If not, send the next communication. #### Browser push * Trigger: The last `cart_update` event triggered the scenario, and there was no purchase after it. * Conditions: The customer has the `Browser_push_notification` property and push consent. * Action: Send the first browser push notification. * Follow-up: After 1 hour, check if the notification was clicked. If not, send the next communication. #### Mobile push * Trigger: The last `cart_update` event triggered the scenario, and there was no purchase after it. * Conditions: The customer has the `mobile_push_notification` property and push consent. * Action: Send the first mobile push notification. * Follow-up: After 1 hour, check if the notification was opened or clicked. If not, send the next communication. #### SMS/MMS * Trigger: The last `cart_update` event triggered the scenario, and there was no purchase after it. * Conditions: The customer has the `mobile_phone` property and SMS consent. * Action: Send the SMS/MMS message. #### Retargeting * Trigger: The last `cart_update` event triggered the scenario, and there was no purchase after it. * Conditions: The customer was not added to the audience in the last 14 days, has an email property, and consent. * Action: Add the customer to the retargeting audience. * Follow-up: Remove the customer from the audience if they have not purchased for 14 days or if they purchased and are still in the Abandoned Cart audience. ### Test and run the use case Test a use case before deploying it. [Testing](https://documentation.bloomreach.com/engagement/docs/how-to-test-the-banner-in-the-use-case-center) ensures you don't send unfinished or imperfect campaigns to your customer base. Once the testing is over, run the use case. Open the banner and click **Start** to launch the campaign. ### Evaluate the results Remember to run the use case for a few days to see the impact. After this initial period, use the prebuilt [evaluation dashboard](https://documentation.bloomreach.com/engagement/docs/how-to-evaluate-a-use-case-in-the-use-case-center) to measure and analyze relevant data. 1. Open the evaluation dashboard. 2. Enter the campaign name. For example, Omnichannel abandoned cart flow. 3. Set the [attribution window for revenue in hours](https://documentation.bloomreach.com/engagement/docs/use-case-evaluation#benefitrevenue-calculations), for example, 24. 4. Click **Refresh** to see the results. 5. Check campaign results regularly to optimize performance. ## Other resources Learn how to [enhance and optimize the use case](https://documentation.bloomreach.com/engagement/docs/how-to-enhance-a-use-case-in-the-use-case-center) performance with different tips and tricks from Bloomreach experts.