Basic service abandoned carts – an overview for marketeers

Engagement Cloud for Magento 2/Magento or Shopify connector user?

If so, abandoned cart functionality is configured and implemented differently - and the information below will not apply. Please instead read the Engagement Cloud for Magento 2/Magento or Shopify connector articles.


The basic service abandoned carts module is functionality that allows you to pass abandoned cart information (also known as CartInsight) using JSON into Engagement Cloud. From there, you can then display that cart information - making use of the abandoned cart building block in EasyEditor - in a triggered campaign to remind your customers to complete their purchase.

This article provides an overview of the service.

Features of basic service abandoned carts

The service includes a dedicated Engagement Cloud Digital Marketing Specialist (DMS) and third line support agent. Your DMS will work alongside you to test the functionality is working correctly, they’ll create your three-step automation program for you, and will provide documentation to you and your developer/agency so it can be implemented correctly on your side, along with the relevant IDs you’ll need to get started.

Please note: it will be your responsibility to create your own campaigns. You can do this from a toolkit if you’ve already got one or have purchased one, or alternatively you can create your own using EasyEditor. Once you have CartInsight data coming into your account, the abandoned cart building block will appear for you.

Things you can include in abandoned cart emails

The block is restricted to displaying certain values and these can't be edited. You or your developer/agency will need to implement the JSON script as structured here in order for this block to work for you. We can display the following information.

Line item data (product)

CartInsight data (summary cart values)

Product image


Product name


Product quantity

Grand total

Product price


Please note: the values 'Amount', 'Delivery' and 'Order' total as shown below are non-editable and will always display in English. The module does support multi-currency.


If you require something a little more custom or flexible, check out our full service abandoned carts.

Features of Automation

It’s a three-step journey that will trigger emails at intervals specified by you if someone still hasn’t converted their cart.

You can also choose not to enrol someone who’s been enrolled in the last X amount of days.

We'll exit a customer if they convert during the journey.

Next steps (after purchase)

At this point, you'll have qualified for our abandoned carts module by our Technical Pre-Sales (TPS) team, and we'll be looking forward to having you onboard. Your DMS will be in touch to outline what to do next, but in the meantime here’s a brief overview:

  • Your DMS will reach out and arrange a call with you, just to finalise a few details that are needed for our third line support team.
  • A ticket will be created in our support department in which you, your developer/agency, and your DMS will all be assigned. All abandoned cart correspondence is kept on this ticket.
  • Your DMS will provide instructions on setting up a Web Behavior Tracking profile and provide you with a program ID.
  • Your DMS will work with you to create the three-step automation, while your developer/agency is implementing the scripts on your website.
  • Testing will commence between yours and Engagement Cloud's teams.

If you’re looking for a more technical overview with accompanying documentation, please check out our abandoned carts section.

Comparing Basic and Full service abandoned carts

Processes and support Basic service Full service 
Qualified by TPS (Technical Pre-Sales)
A dedicated DMS (Digital Marketing Specialist), and third line support agent
Abandoned cart emails created for you
Customised cart information displayed in the email
Cart information in an email to support non-English languages
Three-step automation built for you
Testing with Engagement Cloud teams and your teams before going live
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