How It Works

Find out how our solution helps you turn browsers into buyers.

Integrations

From Shopify to Klaviyo, explore over 80 integrations.

Support

Access guides, troubleshooting, and expert assistance.

About Us

Hear our origin story and meet our team.

Partnership

Become an official Retention.com Partner.

Affiliate Program

Learn more about our Affiliate Program.

Careers

Explore career opportunities with Retention.com.

Events

See upcoming events we’re hosting or attending.

Referrals

Got a referral? Let us know here.

This feature can identify abandoned cart contents for both unknown, non-logged in users (Grow contacts) and known, non-logged in customers (emails in your Grow suppression list). If you use this feature, we will send all of those Add to Cart events to you.

NOTE: We must enable this feature for you. If you’ve not already spoken with someone on our team, please ensure you request that we enable this for you.

To use this feature, you must have the most recent version of our script on your website. You can find your script in your account under Code Script > View Script.

Click here for a link to all our tutorials on how to add the script to your site, in case you need a refresher—and here's how to setup a Cordial integration.

On your website

Note: If you're using our custom Shopify Integration app, the Add to Cart script will automatically be installed.

Inside of your site builder, add our Add to Cart script to fire when someone clicks to add an item to their cart:

geq.addToCart(item);

Next, edit the snippet.

Generic code for buttons defined by a button ID:

<script type="text/javascript">
document.getElementById("AddToCart").addEventListener('click',function (){
geq.addToCart(item)
});</script>

Generic code for button defined by a class notation:

<script type="text/javascript">
document.getElementsByClassName("AddToCart").addEventListener('click',function (){
geq.addToCart(item)
});</script>

Set up Add to Cart flow

Once you have the Add to Cart script added to your site, you will need to set up your HTML content and flows in Cordial.

1. Go to Content > HTML Content. Search for your current cart content. Then, click the drop-down next to its name, and click Copy.

2. Name the copy Add to Cart Reclaim, set the key as reclaim-add-to-cart, and click Continue.

3. Find your existing Add to Cart event name (ex. 'cart-add'):

4. Replace that code with the name 'Add to Cart Reclaim' and Save.

5. Go to Message Automation > Podium Orchestrations and then search for your existing cart abandonment flow. Next, click the drop-down next to it > Duplicate.

6. Click Trigger.

7. Choose Add to Cart Reclaim from the trigger drop-down list, and click Continue.

8. Save Draft, and then click Delay.

9. Add 15 minutes to your current delay. For example, if your current Add to Cart flow delay is 30 minutes, change it to 45 minutes. Then, click Continue.

10. Next, go to Filter > Edit Audience.

11. Leave the existing filter criteria, and add this rule:

System Events > Email > Sent > By automation
By message name > [Name of the first cart abandonment email]
Recency > Within the past > 7 > days

Note: This 'recency' is a general guideline that can be adjusted to best fit your marketing efforts.

12. Repeat above until all of the emails in your original cart flow have been added to the logic for ALL Actions/Emails in the entire flow.

13. Once that's set up, click Continue. Then, click Continue again.

Set up the action

1. From the flow chart, click Action > Edit.

2. Click the Block Name that contains your Add to Cart content, and click Message Markup.

3. Search for '{include 'content:' to find the Add to Cart content:

4. Replace the existing code after '{include 'content:' with the key you created earlier:

reclaim-add-to-cart

5. So, that will look like this:

View Add to Cart events

Once everything is properly set up, Add to Cart Reclaim events will appear in Analytics > Event Data Reports in Cordial.

Note: Your client success manager can send test events through for you when you're ready.

Additionally, you can see these events successfully passing through in your Retention.com account when you see the Added to Cart option populate under Event Details. This is an easy way to confirm that our events have been successfully implemented.

Have questions? Message us on chat or email us at support[at]retention.com!


Reclaim can identify product views for both unknown, non-logged in users (Grow contacts) and known, non-logged in customers (emails in your suppression list).

Note: We must enable this feature for you. If you’ve not already spoken with someone on our team, please ensure you request that we enable this for you.

To use this feature, you must first ensure that you’re using the most recent version of our script on your website. The base script must fire before the Product Views script. You can find your script in your Retention.com account under Code Script > View Script.

Click here for a link to all our tutorials on how to add the script to your site, in case you need a refresher.

On your website

There are two options for updating your Viewed Product events for Reclaim if you aren’t using our custom Shopify Integration app:

  1. RECOMMENDED: You can create a new Viewed Product event name that will be unique to Reclaim. For example, “Viewed Product – Reclaim.” You will create a cloned/unique flow for these events.
  2. You can update your existing Viewed Product events to include those coming from Reclaim and add them to all other Viewed Product events. If you do this you’ll need to ensure you add a filter to your existing Viewed Product flow to prevent duplicates.

How to add the script

1. Locate your Viewed Product tracking snippet (if one is already installed). The Viewed Product tracking snippet that you need to locate looks like this:

_learnq.push(['track', 'Viewed Product', item]);

Here’s an example of the full snippet with an item’s image URL, price, etc:

{% if product %}
<script type="text/javascript">
   var _learnq = _learnq || [];
   var item = {
     "ProductName": "The Wonderful Wizard of Oz",
     "ProductID": "1111",
     "SKU": "WIZARDOFOZ",
     "Categories": ["Fiction", "Children"],
     "ImageURL": "http://www.example.com/path/to/product/image.png",
     "URL": "http://www.example.com/path/to/product",
     "Brand": "Kids Books",
     "Price": 9.99,
     "CompareAtPrice": 14.99
   };
   _learnq.push(["track", "Viewed Product", item]);
</script>
{% endif %}

Note: If you do not have a Viewed Product tracking snippet installed, skip to Step 3 below.

2. Add the following script to the your existing Viewed Product tracking snippet:

<script>geq.event('Viewed Product Reclaim', item);</script>

So the whole thing should look like this (we’ve not included the additional details for price, image URL, etc here):

_learnq.push(['track', 'Viewed Product', item]);
geq.event('Viewed Product Reclaim', item);

3. If you do not have an existing Viewed Product tracking script, add this to your theme:

<script type="text/javascript">
    var item = {
        Name: {{ product.title|json }},
        ProductID: {{ product.id|json }},
        ImageURL: "https:{{ product.featured_image.src|img_url:'grande' }}",
        URL: "{{ shop.secure_url }}{{ product.url }}",
        Brand: {{ product.vendor|json }},
        Price: {{ product.price|money|json }},
        CompareAtPrice: {{ product.compare_at_price_max|money|json }}
    };
geq.event('Viewed Product Reclaim', item);
</script>

Once this script update has been implemented properly and you've set up your flows, and the event is triggered, you will see this new metric populate in your ESP.

You can integrate your Retention.com account directly with Attentive SMS.

  1. This integration, in conjunction with our Add to Cart events, will pass a custom Add to Cart event tied to an email address to Attentive.
  2. If that person has an opted in email address and phone number, they will receive an abandoned cart SMS.
  3. You must set up an automated journey in Attentive in order to trigger the SMS messages (copy your existing abandoned cart flow).
  4. You must have our Add to Cart script implemented.

What you'll need

1. Your API Key. From your Attentive dashboard, go to Marketplace > Create app.

2. Give the app a name, and add your email address so Attentive can contact you if there are issues.

3. Set these permissions, and click Create.

4. Copy your API key. Be sure to save this because you won't be able to view it again.

To get started

1. Click on Integrations from the left navigation panel in Retention.com. Then, click Available Integrations at the top and choose the Attentive icon.

2. Paste your API Key, and click Connect.

3. Turn on Reclaim sync and select SMS. If you know you'll be using Email, go ahead and check that, too.

4. Enable the integration, and click Finish.

Once the integration is complete, you will see the integration date and API details. You can also Remove the integration from this page at the top.

In Attentive

1. Create a new Journey from scratch.

2. Use the 'Reclaim Add to Cart' event to trigger the journey.

3. In the copy, create a branch.

4. Split those who have made a purchase at least once since the journey started and send them down a path that does nothing.

5. For the other path, create another Branch to exclude those who have received a text at least once in the last 24 hours where journey = your original abandoned cart journey with a 30-minute delay.

6. The rest should receive the abandoned cart text. Your flow will look something like this:

7. Please note at this time that we do not have any visibility into performance within Attentive; we are happy to assist you with monitoring results if you'd like to give your Retention.com rep access to your account.


This feature can identify category views for known, non-logged in customer.

NOTE: We must enable this feature for you. If you’ve not already spoken with someone on our team, please ensure you request that we enable this for you.

To use this feature, you must first ensure that you’re using the most recent version of our script on your website. The base script must fire before the Category Views script. You can find your script in your Retention.com account under Code Script > View Script. Click here for a link to all our tutorials on how to add the script to your site, in case you need a refresher.

If you're using our custom Shopify Integration app, the Category Views script will automatically be installed. For those not using this app, view the "On your website" section at the bottom.

Set up Viewed Category Flow

Once our custom Shopify Integration app is set up and we have enabled this feature, it's time to create or clone your Viewed Category Flow in Klaviyo.

1. Clone your existing Viewed Category Flow. If you don’t already have one set up, create a new Flow from Scratch.

2. Change the Trigger metric from Viewed Category (or whatever name you have for the existing metric) to “Viewed Category Reclaim.”

If you’re starting from scratch, Create a New Flow and choose “Metric” as your flow trigger, then Viewed Product Reclaim:

3. Next, add the following recommended Flow Filters to exclude anyone who has:

4. Now, add your Viewed Category abandonment emails.

On your website

There are two options for updating your Viewed Product events for Reclaim:

  1. RECOMMENDED, our instructions will use this method. You can create a new Category event name that will be unique to Reclaim. For example, “Viewed Category Reclaim.” You will create a cloned/unique flow for these events.
  2. You can update your existing Viewed Category events to include those coming from Reclaim and add them to all other Viewed Category events. If you do this you’ll need to ensure you add a filter to your existing Viewed Category flow to prevent duplicates. Jump to “Flow Filter for Viewed Category Flow” for instructions.

1. Locate your Category tracking snippet from Klaviyo. If you are using Shopify, this should be located in the liquid template for the category page(s). The Viewed Category tracking snippet that you need to locate should look something like this:

_learnq.push(['track', 'Viewed Category', categoryItem]);

Note: If you do not have a Viewed Category tracking snippet installed, skip to Step 3 below.

Here’s an example of what a full snippet with category data might look like if there's an existing Viewed Category Tracking Script:

<script type="text/javascript">
   var _learnq = _learnq || [];
   var categoryInfo = {
     "CategoryName": "Puzzles",
     "CategoryURL": "http://www.example.com/category",
   };
   _learnq.push(["track", "Viewed Category", categoryItem]);
</script>

2. Add the following script to the your existing Viewed Category tracking snippet in Klaviyo:

<script>geq.event("Viewed Category Reclaim', categoryItem);</script>

So the whole thing should look like this if you have an existing Viewed Category tracking script (we’ve not included the additional details for price, image URL, etc here):

_learnq.push(['track', 'Viewed Category', categoryItem]);
geq.event('Viewed Category Reclaim', categoryItem);

3. If you do not have an existing Viewed Category tracking script, add this script to the theme:

<script type="text/javascript">
    var categoryItem= {
       //Assuming you're using Shopify - otherwise, you need to get the name of the category
        name: {{ collection.title|json }},
        //URL of the current page
        url: location.href
    };
geq.event('Viewed Category Reclaim', categoryItem);
</script>

Once this script update has been implemented properly, and the event is triggered, you will see this new metric populate in Klaviyo.

This feature can identify add to cart events for both unknown, non-logged in users (Grow contacts) and known, non-logged in customers (emails in your Grow suppression list). If you use this feature, we will send all of those Add to Cart events to you.

NOTE: We must enable this feature for you. If you’ve not already spoken with someone on our team, please ensure you request that we enable this for you.

To use this feature, you must first ensure that you’re using the most recent version of our script on your website. You can find your script in your  account under Code Script > View Script. Click here for a link to all our tutorials on how to add the script to your site, in case you need a refresher.

If you're using our custom Shopify Integration app, the Add to Cart script will automatically be installed.

On your website

If you aren't using our custom Shopify Integration app, you will need to add our Add to Cart script to your site builder to collect Add to Cart events:

geq.addToCart(item);

Next, edit the snippet.

Generic code for buttons defined by a button ID:

<script type="text/javascript">
document.getElementById("AddToCart").addEventListener('click',function (){
geq.addToCart(item)
});</script>

Generic code for button defined by a class notation:

<script type="text/javascript">
  var item_classnames = document.getElementsByClassName("AddToCart");
  for (var i = 0; i < item_classnames.length; i++) {
    item_classnames[i].addEventListener('click', function () {
      geq.addToCart(item);
    });
  }
</script>

Replace 'AddToCart' in the script with the specific button ID/class from your site.

Note: Our Add to Cart script must be below where you have the item variable in the existing script.

Set up flows

For instructions on how to set up an integration with Reclaim via your ESP, click here. Here are the general steps:

1. Request a Test Event from your client success manager to be sent to your ESP. The steps for setting up flows and events will vary depending on your ESP.

2. Copy/Duplicate your existing Add to Cart flow, and name the new version Add to Cart Reclaim. This is the one you will use for our Reclaim events.

3. In this flow, set up a trigger with our event (Add to Cart Reclaim) and exclude contacts who are: in your existing/original Add to Cart flow, been in the Add to Cart Reclaim flow in the past 7 days, started a checkout since entering this flow, and made purchases within the past 7-14 (depending your customers' purchasing behavior).

4. Add a delay that is longer than your existing Add to Cart flow delay. For example, if your existing flow has a 30-minute delay before sending a campaign, set the Add to Cart Reclaim delay for 45 minutes.

5. Select the email campaign to use for these events, and edit the existing flow as needed.

View Add to Cart Events

You can view these events successfully passing through in your Retention.com account. Go to Event Details > Added to cart. This is an easy way to confirm that our events have been successfully implemented.

Have questions? Message us on chat, or email support[at]retention[dot]com!