WhatsApp abandoned-cart flow

Before you start

• Shopify connected to Kanesh.
• A WhatsApp Business Platform number connected to Kanesh.
• A way to collect WhatsApp marketing permission. Kanesh stores every opt-in with the exact text the person accepted and how they gave it.
• Your shipping, returns and sizing policies in the knowledge base, so replies can be answered.
• One or two marketing templates approved by Meta (examples below).

Set it up, step by step

1. Step 1

   Decide who may receive the reminder

   A cart reminder is a marketing message under Meta's rules, so it goes only to people who opted in to WhatsApp marketing from your brand. Keep that list explicit: record each opt-in and mark those contacts with a tag you can check in the flow.

   In Kanesh

   • Consent flow: keyword or button trigger → record consent → add tag (for example "wa-marketing").
   • Opt-out flow: keyword trigger ("STOP") → record consent as an opt-out → send the opt-out confirmation.

2. Step 2

   Write the templates and submit them to Meta

   Start with a plain, helpful first reminder and, if you want, a clearly labelled last one. Category: marketing. Include a link button back to the cart and a quick-reply button to stop promotions. Meta reviews each template; approval isn't guaranteed, so leave time before launch.

   In Kanesh

   • Templates: create the template, with an image header if you use one, and submit it for review.

3. Step 3

   Build the flow

   Start the flow from the abandoned cart trigger, check the permission tag, wait about an hour, then send the first template. Wait for a reply. If there's none after a day, send the last reminder and stop. Never more than two messages per cart.

   In Kanesh

   • Flows: abandoned cart trigger → tag condition → wait → send template → wait for reply → wait → send template.

4. Step 4

   Get ready for the replies

   Many replies are questions: sizes, delivery times, returns. They arrive in the shared inbox like any other conversation. The AI answers from your knowledge and your store data and can recommend products from your catalog; when it shouldn't continue, it hands the conversation to your team with the reason and context.

   In Kanesh

   • Knowledge base: upload shipping, returns and size guides.
   • Handoff rules: payment problems, complaints and requests for a person go to your team.

5. Step 5

   Switch it on and watch the first week

   Read the first replies every day. Check that opt-outs are confirmed, that questions get answered and that nobody gets more than two reminders. Adjust the wait times to how your customers really buy.

What to measure

Common mistakes

• Sending reminders to every Shopify customer with a phone number. A phone number is not WhatsApp marketing permission.
• Submitting a cart reminder as utility. Meta lists it as marketing and can reject or re-categorize it.
• Putting a discount in the first reminder. Many customers learn to abandon carts to get one.
• Sending a third or fourth reminder. Blocks and reports lower your number's quality rating.
• Leaving replies unanswered overnight. A reminder that opens a conversation needs someone, or the AI, on the other side.