Recovering abandoned carts is one of the most effective ways to boost revenue without acquiring new customers. By sending a multi-touch sequence via push, SMS, email, and offering discounts based on cart value, you can:

• Encourage customers to complete their purchase.
• Automate recovery without manual intervention.
• Tailor discounts to maximize revenue and protect margins.

Why use a multi-touch abandoned cart sequence?

Using a multi-touch abandoned cart sequence has multiple benefits:

• 🛒 Higher conversion rate
  Multiple touchpoints increase the chance of purchase.
• 💸 Improved ROI
  Discount levels are proportional to cart value, optimizing margin.
• ⏳ Time savings
  Automation eliminates manual follow-up.
• 👤 Enhanced customer experience
  Personalized messages and dynamic coupons show relevance.
• 🆙 Revenue optimization
  Stronger incentives for high-value carts, lower for small carts.

Step 1: Identify abandoned carts

To detect when a cart is abandoned, make sure you’ve installed the Brevo tracker on your website and set up the three purchase events:

• cart_updated
• cart_deleted
• order_completed

➡️ To learn more, check our dedicated article What is the Brevo tracker and how to install it?.

Step 2: Create your coupon codes

You can include discount codes in your abandoned cart messages to encourage customers to complete their purchases. Depending on your setup, you can choose between two types of codes:

• Option 1: Use unique coupon codes, which are one-time codes assigned to each individual customer. These are perfect if you want every shopper to receive their own exclusive code. 
• Option 2: Use reusable standard promo codes that can be entered by multiple customers. These are simple to set up and work well for tier-based or general promotions.

Use the following tabs to select the type of code you want to use:

Option 1: Unique coupon codesOption 2: Standard promo codes

❗️ Important

Unique coupon codes are only available to users using API or one of our compatible plugins. They can be used in emails and SMS.

Create separate coupon collections for each discount tier:

• (Optional) 5% discount (SMS reminder)
• 10% discount for carts under $50 (email reminder)
• 15% discount for carts between $50 and $100 (email reminder)
• 20% discount for carts over $100 (email reminder)

A unique coupon code from the corresponding collection will then be inserted into your abandoned cart emails, depending on each recipient’s cart value.

➡️ To learn more, check our dedicated article Send unique discount or coupon codes in emails and SMS messages.

If you don’t use unique coupon codes, you can still add simple promo codes directly into your messages.

For example, you could include a different code for each discount tier:

• (Optional) PROMO5 for 5% discount (SMS reminder)
• PROMO10 for 10% discount for carts under $50 (email reminder)
• PROMO15 for 15% discount for carts between $50 and $100 (email reminder)
• PROMO20 for 20% discount for carts over $100 (email reminder)

Simply add the promo code you want to use in your message. Depending on the recipient’s cart value, customers will receive the corresponding code.

Step 3: Build the multi-touch sequence

Create a multi-touch reminder sequence that feels personal and timely to your customers, helping you recover more carts and strengthen customer relationships.

1. Identify shoppers who abandon their cart

1. Go to Automations > Workflows.
2. Create a new automation using the new editor.
3. Add a Cart updated trigger to detect when someone adds a product to their cart.
4. Add a Time delay rule to define the delay between the last cart activity and the first push reminder (for example, 1 hour).

2. Send a gentle push reminder

1. Add a Send a push notification action.
2. Select or create a personalized push reminder. For example, you can include:
   • The customer’s first name to make the message feel more personal
   • An image to make it more engaging and eye-catching

   • A link to your website so customers can easily complete their purchase

     Example push	Push received
     Your cart's waiting! Hey {{ contact.FIRSTNAME }}, left your cart behind? Click to finish your order and get back to zen.

3. Add a Time delay rule to define the delay between the push and the SMS reminder (for example, 4 hours).

➡️ To learn more, check our dedicated article Create your push campaign.

3. Send a short and engaging SMS reminder (optional coupon)

1. Add a Send an SMS action.
2. Create a short, engaging SMS reminder. For example, you can include:
   • The customer’s first name to make the message feel more personal
   • One of the items left in the cart and a direct link so customers can complete their purchase in one click

   • A coupon from the corresponding coupon collection to reward customers and encourage conversion

     Example SMS	SMS received
     Hey {{ contact.FIRSTNAME }}, your {{ params.items.0.name }} is still in your cart! Grab it now at {{ params.url }} and use {{ feed.abandoned_cart_5.coupon }} before it's gone! Reply STOP at [STOP_CODE]

     ❗️ Important

     To display the cart details or cart link in your SMS, select Latest instance of an event > eCommerce > Cart updated as the event data in the settings of the Send an SMS step.
3. Add a Time delay rule to define how long to wait between the SMS and the email reminder (for example, 1 day).

➡️ To learn more, check our dedicated articles

• Send SMS messages through an automation
• Personalize your SMS messages with contact attributes and event data
• Send unique discount or coupon codes in emails and SMS messages

4. Send an email with a coupon based on cart total

There are two ways to send an email with a coupon based on the cart total:

• Option 1: Use an if/else condition within a single email to display the correct coupon for each customer.
• Option 2: Use a conditional split in your automation and create three separate emails, one for each coupon tier.

Use the following tabs to choose your preferred method:

Step 4: Define the entry and exit conditions of your automation

Set up the entry and exit conditions to ensure customers enter and exit your automation at the right time.

• Re-entry after exit
  Contacts can re-enter the automation if they abandon a new cart later on.
• Exit conditions
  Contacts exit the automation when they complete their purchase or delete the items in their cart.
• Restart condition
  Contacts restart the automation if they add new items to their cart.

➡️ To learn more, check our dedicated article Define and manage the audience entry and exit conditions for an automation.

Step 5: Activate and test your automation

Once your workflow is set up, activate the automation and run a quick test to make sure everything works smoothly, including the personalized list of abandoned items.

To test your automation:

1. Log in to your website and add a product to your cart.
2. Abandon your cart and wait for the delay you configured.
3. Try updating, removing, or purchasing items to check that each step triggers as expected.

Testing your scenario helps you confirm that every step, from the first reminder to the exit condition, behaves correctly before going live. It’s the best way to ensure your customers receive the right message at the right time.

Step 6: Monitor key metrics

Tracking the following key metrics helps you identify which touchpoint drives results and adjust discounts, timing, and messaging:

➡️ To learn more, check our dedicated article Review the statistics and email report of an automation.

🤔 Have a question?

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