Recover abandoned carts before intent fades. Checkout help on WhatsApp.

When your shop marks a checkout abandoned in HubSpot, send a reminder that names the basket, offer help before any discount, and stop the moment the order lands.

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Flo, the Flowella mascot, pointing at a simple flowchart in an open ring-bound playbook with colourful tabbed pages
Trigger
Your shop marks a cart abandoned in HubSpot
Channel
WhatsApp, with the answers in HubSpot
Workflow
3 templates, 1 Flow, 1 branch
Needs
HubSpot workflows, on Professional or Enterprise

Step through the play as the shopper.

Leah, a shopper, stops at checkout. Each step shows what she sees on WhatsApp and what lands on her HubSpot record, from the reminder to her saved checkout. Your answer in the Flow decides the branch. The properties are custom ones the play creates, apart from the owner.

Flo pointing along one of three signpost arrows, the way the branch sends each shopper down one path
Abandoned Cart RecoveryStep 1 of 5
  1. Where Leah comes from

  4. Yes, ready to pay: send the saved checkout

    No, something’s in the way: a person helps

  5. Checkout: cart_checkout with the link

    Help: cart_help and an owner

Acme HomeBusiness account
Sample data

Today

Leah Morris+44 7700 900318
Sample data

Properties

cart_status
abandonedBasket of 2 items, £84
checkout_blocker
No value
cart_question
No value
recovery_status
open
hubspot_owner_id
No value

Activity

    2 of 5 properties written

    Workflow triggers and actions need HubSpot Professional or Enterprise. Workflow actions guide

    Try a live Flow

    Scan the code with your phone to open one in WhatsApp. It’s Flowella’s own Flow, not this playbook.

    Open it in WhatsApp (opens in a new tab)

    The cart recovery blueprint.

    Your shop writes the abandoned cart to HubSpot, a reminder offers help, and one branch sends ready buyers their checkout and the rest to a person. You build it in a HubSpot workflow, from Flowella’s WhatsApp triggers and actions.

    • Trigger
    • Send WhatsApp
    • Delay
    • Branch
    • Goal
    • Numbered note
    1. Enrolment triggerYour shop marks the cart abandoned

      cart_status set to abandoned or payment_failed by your own system.

      Your shop writes the cart

      Flowella reads HubSpot, not your shop. Write the basket, its link and its status to the contact.

    2. Delay1 hour, or 5 minutes for a failed payment

      Time for an accidental exit to come back by itself; a failed payment needs help sooner.

    3. Send WhatsApp TemplateThe reminder

      cart_reminder names the basket and carries the Flow button.

      Help before a discount

      Ask what got in the way first. Delivery, payment and questions don’t need a code.

    4. Delay until event happensForm Completed, up to 1 day

      The answer lands as checkout_blocker, with an optional question.

      No answer in a day: the workflow ends. No discount goes out.

    5. BranchIs checkout_blocker ready to pay?

      Ready buyers get the link; any blocker gets a person.

    6. Yes
      Send WhatsApp TemplateThe checkout link

      cart_checkout, with the checkout link in the message text

      GoalOrder placed

      Your shop sets cart_status to purchased and the workflow stops

      No
      Rotate record to ownerThe shop team

      A named person, before any message names them

      Send WhatsApp TemplateThe help reply

      cart_help, then a reply in the inbox

      GoalBlocker solved

      Delivery, payment or a question, answered by a person

      Exit on the order

      Make the workflow goal cart_status is purchased, so a buyer never gets another nudge.

      Hold the code back

      If price is the blocker, a person can offer one capped, time-limited code, once.

    Workflow triggers and actions need HubSpot Professional or Enterprise. The answers land as contact properties on every HubSpot plan, Free included. Workflow actions guide

    Copy that brings them back.

    Three WhatsApp templates and the Flow they open carry the whole play. Each one reads well on a phone, and the basket, its value and its link come from the HubSpot record your shop writes.

    Show the messages as

    • cart_reminderMarketingEnglish (UK)Sample data

      Sends an hour after checkout stops, or 5 minutes after a failed payment

      Your basket is savedHi {{first_name}}, your basket at Acme Home is saved: {{cart_items}}. Ready to finish, or did something get in the way? Tell us in two taps and we’ll sort it here.Reply STOP to opt outReady, or need help?
      Your basket is savedHi Leah, your basket at Acme Home is saved: a linen throw and two cushions. Ready to finish, or did something get in the way? Tell us in two taps and we’ll sort it here.Reply STOP to opt outReady, or need help?

      Names what’s in the basket and offers help before any discount.

    • cart_checkWhatsApp Flow1 screenSample data

      Opens from the reminder’s button, synced from your HubSpot form

      The Flow, Finish your order: anything stopping you (no, I’m ready to pay; delivery cost or date; payment didn’t work; I have a question first) and an optional question, anything we can help with.

      Leah’s Flow, with no, I’m ready to pay chosen, and the optional question left blank.

      One tap says ready or names the blocker, and a question is optional. Each answer lands as its own property.

    • cart_checkoutMarketingEnglish (UK)Sample data

      Sends when checkout_blocker is ready to pay

      Ready when you areLovely, {{first_name}}. Your basket is ready: {{cart_items}}, {{cart_value}}. Your saved checkout is here: {{checkout_link}}, ready when you are.Reply STOP to opt out
      Ready when you areLovely, Leah. Your basket is ready: a linen throw and two cushions, £84. Your saved checkout is here: acmehome.example/basket/7Q2K, ready when you are.Reply STOP to opt out

      The saved checkout link in the message itself, one tap while they’re still holding their phone.

    • cart_helpUtilityEnglish (UK)Sample data

      Sends when checkout_blocker is anything else, once an owner is set

      Thanks for telling us, {{first_name}}. {{owner_name}} from our team will reply here shortly, and your basket stays saved in the meantime.
      Thanks for telling us, Leah. Ana from our team will reply here shortly, and your basket stays saved in the meantime.

      A named person replies in the same chat, and the basket waits for them.

    Sample templates. Meta approves each template before it can send, and the Send WhatsApp Template action maps HubSpot properties to its variables.

    Five things that separate a buyer from a browser.

    The play captures all five, and each lands in HubSpot as something a workflow can read, not a hunch about who will come back.

    5 signals, what noise and real demand look like for each, and where each lands in HubSpot
    SignalNoiseReal demandLands in HubSpot as
    What got in the wayA named blocker tells you whether to send a link, an answer or a person. No answer Ready to pay checkout_blocker
    What’s in the basketThe basket’s value tells you where a person’s time is worth spending. One small item A full basket cart_valueWritten by your shop
    How fast they open itFlowella logs how long the reminder took to read. Minutes beat tomorrow. Read the next day Read in minutes timeToReadSecondsOn the Message read event
    Whether they answerOnly a finished Flow fires Form Completed, so a Flow left half-done never routes a cart. Opened, then left Answer sent Form CompletedThe Flowella trigger
    Whether the order landsYour shop’s order is the only goal that counts, and it stops every send. Still abandoned Purchased cart_statusWritten by your shop

    Why WhatsApp cart recovery works.

    An abandoned checkout is often a distraction, not a no. WhatsApp reaches the buyer while the basket is still on their mind.

    • Why timing matters

      A reminder an hour later catches a distracted buyer before they move on, and gives accidental exits time to come back by themselves first.

    • How to enhance it

      Show the product in an image header, send big baskets to a person first, add a branch for failed payments, and skip anyone who bought on another channel.

    • Gotchas

      Message only buyers who opted in to WhatsApp at checkout, keep quiet hours, never open with a discount, and make sure your shop writes the order before the next send.

    The point: recover the intent first, and spend a discount last.

    Every play, in one playbook.

    The HubSpot + WhatsApp Playbook, Vol. 01, puts each play on a two-page spread: why and when it works on the left, the blueprint on the right, and the WhatsApp copy ready to paste. Abandoned Cart Recovery is one of them.

    1. Leave your WhatsApp number. Four fields, and no sales call attached.
    2. A short Flow arrives. It’s a live Flowella Flow, so you see one working.
    3. The playbook lands in the same chat.
    Get the playbook

    Free. Reply STOP at any time to stop the messages.

    Vol. 01

    The HubSpot + WhatsApp Playbook

    Workflows that actually convert.

    • Each play on a two-page spread
    • The WhatsApp copy, ready to paste
    • Blueprints you can build in HubSpot

    flowella.ioField manual

    Page 1 of 3The cover

    Browse playbooks by what you do.

    Twenty plays, each a working blueprint. These six sit closest to winning back a sale.

    Browse all playbooks

    This play is filed under Marketing Customer success Agencies

    • Order & Shipping Updates

      Cut “where is my order?” tickets with WhatsApp order confirmations, dispatch updates, delivery branches, delay recovery, and review prompts.

      • Support
      • Customer success

    • Re-engagement

      Wake dormant contacts with a WhatsApp preference prompt, branch interest, snooze, and opt-out paths, and clean HubSpot automatically.

      • Marketing
      • Customer success

    • Trial-to-Paid SaaS

      Convert SaaS trials with WhatsApp activation nudges, usage-based branching, support rescue, upgrade CTAs, and paid-plan exits.

      • Sales
      • Customer success

    • Refer-a-Friend

      Turn happy customers into tracked referrals with WhatsApp invites, unique links, friend signup checks, thank-you messages, and two-sided rewards.

      • Marketing
      • Customer success

    • Smart Review Triage

      Check in privately on WhatsApp first, invite a public review while the goodwill is fresh, and give unhappy customers a manager first, with the review link still open to them.

      • Marketing
      • Support

    • Membership Renewals

      Renew more memberships: a WhatsApp reminder 30 days out, a one-screen Flow, the renewal link for members who stay, and a person for anyone unsure.

      • Customer success
    Flo jumping for joy with her fist in the air and a phone in her hand

    Ship the cart rescue first.

    Turn each abandoned checkout in HubSpot into a WhatsApp reminder that helps first. Start free today, or book a 30-minute demo and we’ll map this play to your shop.

    Get started free Try on WhatsApp (opens in a new tab)
    Or book a 30-minute demo