What are we going to do?

We will incorporate WhatsApp into our Abandoned Cart email flow, impacting only those who have not opened the email and making sure we reach all potential customers.

What will we achieve?

Improve our conversion rate by 1.5-2x as we will go from only 45-55% of customers seeing the message, to ALL customers seeing it (open rate on WhatsApp is >95%). In addition, it also generates conversations that help us understand why customers abandon their shopping carts.

1. Edit the abandoned cart flow in Klaviyo

The first thing you are going to do is edit our Klaviyo flow, to add the connection to Hoola via webhook.

It should look like the flow on the right.

• Add a ‘Time Delay’ of 30 minutes after the 1st email.
• Add a ‘Conditional split’ and filter only for those who have opened the previous email.
• Add a Webhook and configure it to send the information to Hoola.

https://lh7-us.googleusercontent.com/tUlg9RIc_AWTPnjdK3hL-mxtZ0qBbLbdTvY-9USOqSabneg2SbJJI5wQKj06XHiDxzoNLyiheu3zyBz7Oq9xX_kcdYUuzXm0GDntoURyZel91rLzb7wophI91g-flQiYO7VBnW7nyQGPFer72BVWoao

Here is how to set up each step in detail.

A) Conditional Split: Filter the customers who have opened the first mail. Configure it as follows:

• What someone has done (or not done).
• Person has: Opened Email
• Where: Subject
• Equals: {{{ the title of your first email }}
• At least once: Since starting this flow

https://lh7-us.googleusercontent.com/v6vXhrfbmsjKL6KEAGBwX1HtRuAAH0jOdMnx82t7BcUQctelvUJJIUgsLlFrcniSJGpSgP0I9wk5GKGTexmJr7nUdUKbyXBwLExBIs27HqLLDQN7LwDMVuUMuVpo-QSISyQ8lQRUVATXsCJD9iRtpF4

B) Webhook: Allows us to launch information to our Hoola flow to trigger the WhatsApp message. There are only 2 things to add:

• (1) Destination URL:

Here we are going to add a URL that identifies the Hoola Flow. Here is where to find the URL

• (2) JSON Body - payload:

This is the information we are going to move from Klaviyo to Hoola. Simply copy and paste the contents of the black box below.

• Hit ‘Save’ to save

https://lh7-us.googleusercontent.com/L2t5lTpeJr_u1gW3UkU5cUK2SdqpXdpMABKj7wuCsYE8SKrQMRcSgvaf3YlWaS7-w6VIpT-ghp7DdLGDWLktm1VfR0V_M-dUU9-Yl_NrLTSc2fzUqzIDYJzrgzO5sAxN27UmNpZH_DeCIwtpvi7_9gI

{
  "phoneNumber": "{{ person.phone_number|default:'' }}",
  "data": 
     {
     "firstName": "{{ person.first_name|default:'' }}",
     "email": "{{ person.email }}",
     "checkout_url": "{{ event.extra.checkout_url|default:'' }}"
     }
}

2. Create the Abandoned Cart Flow in Hoola.

Now you are going to create the Hoola flow that will continue our abandoned cart on WhatsApp.

• We create a new Flow
• We set the trigger: Webhook
• Add our WhatsApp message
• Add an ‘Abandoned Cart’ tag so we know which customers have received it.

A) Creating a Webhook Trigger Flow

https://lh7-us.googleusercontent.com/fWjiZmOQnFRbE870sV9H1VTqtuJDTRnoR1G3GkQYn-qOy7IU49dV9ZVkAhTHDFDdnYaqQUGXLIYgtrkFApkKI62IgzSxnNl6F3XmrL4sTNj3xWV9Eg7ifZo4c5nJeUcpxU2hcS3Kaxcrj31zL3vo8F4