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Set Up an Abandoned Shopping Cart Trigger
Configure an abandoned shopping cart trigger to re-engage shoppers who add items to a cart, but leave before completing their purchase.
Required Editions
| Available in: Salesforce Enterprise and Unlimited Editions with Marketing Cloud Next Growth Edition or Advanced Edition |
| User Permissions Needed | |
|---|---|
| To set up abandoned shopping cart triggers: | Marketing Triggers Admin permission set |
Before you begin, map customer data from your app with the required Data Model Objects (DMOs) for this trigger to make sure that your commerce data source sends cart and checkout events to your marketing data model. For the data model object mappings used by this trigger, see DMO Mappings for Abandoned Shopping Cart Trigger.
- From Setup, in the Quick Find box, enter Marketing Features, and then select Triggers.
- In the Abandoned Shopping Cart trigger, click Manage Configuration.
- From the Setup page, turn on the trigger.
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In the Map Data to Data Model Objects (DMOs) section, verify that all required
DMOs are mapped with your customer data.
A check mark next to the DMO indicates that it's mapped correctly.
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In Set Conditions, set the Inactivity Period, which is
the time to wait after a customer’s last interaction before this trigger
activates.
Set a value between 10 minutes and 7 days.
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In Manage Frequency, set the Job Frequency value and
unit (minutes, hours, or days).
Job frequency is how often the system evaluates eligible customers and runs the trigger job. Specify a value in minutes (10–59), hours (1–23), or days (1–7).
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In the Select Channels section, select one or more channels to send trigger
messages, such as Email, SMS or RCS, or WhatsApp.
Make sure that the relevant channels are set up in the org.
Inactivity period and Job Frequency work together. For example, if the Inactivity period is set to 30 minutes and Job Frequency is set to 15 minutes, the trigger evaluates shoppers every 15 minutes by looking back 30 minutes from each run. If the trigger runs at 10:00 AM, it evaluates for any customer who is qualified as inactive between 9:15 AM to 9:30 AM will become eligible for this trigger. Customers receive a message approximately within 45 minutes of inactivity, which is the duration obtained by combining the job frequency and inactivity period.
A shopper gets a message only when they remain inactive for the full 30-minute window at the time of a run. If the shopper interacts during that window, the inactivity timer resets and the message is deferred to a later run.
After setup, marketers can use the Abandoned Shopping Cart automation event in flows. This event includes cart and product context in the flow resource. Available fields are: Engagement date, Individual ID, First Name, Last Name, Locale, Email Address, WhatsApp Number, SMS and RCS Number, Device ID(MAM), SSC CartID, Total Product Count, Total Product Quantity, Total Cart Value.
- Marketing Abandoned Shopping Cart SSC: Includes cart-level state for each customer. Fields are Engagement date, SSC CartID, Individual ID, Total Cart Value, Total Product Quantity, SSC Status (Purchased or Abandoned), Locale, Shopping Cart Engagement Id.
- Marketing Abandoned Shopping Cart SSPC: Includes the product-level state for each cart. Fields are Engagement date, Shopping Cart Product Engagement Id, Latest Product Quantity, SSC CartID, Product Category, Product Subcategory, Product SKU, Product Name, Current Price, Product Image URL, PDP URL, Product ID, and Individual ID.
- DMO Mappings for Abandoned Shopping Cart Trigger
For the abandoned shopping cart trigger, map profile, engagement, and contact point DMOs with your customer data. Some engagement DMOs require a specific value to be used for a DMO.
