> ## Documentation Index
> Fetch the complete documentation index at: https://docs.boostgpt.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Checkout Abandonment

> Recover abandoned carts with proactive AI assistance

## The Problem

Cart abandonment rates average 70%. Users leave for many reasons:

* Unexpected shipping costs
* Complicated checkout process
* Security concerns
* Distractions or comparison shopping
* Payment issues

## The Solution

Deploy proactive triggers that engage users before they leave, addressing their concerns in real-time.

## Implementation

### Step 1: Create the Event

Create an event in your dashboard:

* **Name**: `checkout_abandoned`
* **Label**: "Checkout Abandonment"
* **Prompt Template**:

```
🛒 CHECKOUT ASSISTANCE

A customer needs help completing their purchase.

Cart Information:
- Total: {{cart_total}}
- Items: {{item_count}}
- Last item added: {{last_item}}

Customer Context:
- Time on checkout: {{time_on_page}} seconds
- Page: {{checkout_step}}
- Previous purchases: {{previous_orders}}

Common reasons for abandonment at this stage:
1. Shipping cost concerns
2. Payment security questions
3. Return policy questions
4. Discount code requests
5. Product questions

Instructions:
- Greet them warmly, acknowledge they may have questions
- Ask if there's anything specific holding them back
- Be ready to explain shipping, returns, and payment security
- If they mention price, you can offer assistance finding applicable discounts
- Don't be pushy - respect if they want to think about it
```

### Step 2: Detect Abandonment Signals

Trigger when users show abandonment behavior:

```javascript theme={null}
// Track time on checkout page
let checkoutStartTime = Date.now();
let triggered = false;

// Trigger after 45 seconds of inactivity
let inactivityTimer;
function resetInactivityTimer() {
  clearTimeout(inactivityTimer);
  if (!triggered) {
    inactivityTimer = setTimeout(triggerHelp, 45000);
  }
}

// Trigger on exit intent
document.addEventListener('mouseleave', function(e) {
  if (e.clientY < 0 && !triggered) {
    triggerHelp();
  }
});

// Reset on user activity
['mousemove', 'keypress', 'scroll', 'click'].forEach(event => {
  document.addEventListener(event, resetInactivityTimer);
});

function triggerHelp() {
  if (triggered) return;
  triggered = true;

  const timeOnPage = Math.round((Date.now() - checkoutStartTime) / 1000);

  boostgpt.trigger('checkout_abandoned', {
    cart_total: getCartTotal(),
    item_count: getCartItemCount(),
    last_item: getLastItemName(),
    time_on_page: timeOnPage,
    checkout_step: getCurrentStep(),
    previous_orders: getUserOrderCount()
  }, {
    text: 'Having trouble checking out? I can help!'
  });
}

// Start tracking
if (isCheckoutPage()) {
  resetInactivityTimer();
}
```

### Step 3: Customize the Trigger Message

Choose the right message based on your brand:

**Friendly (Recommended)**

```javascript theme={null}
{
  text: 'Hey! 👋 I noticed you might have some questions about your order. Happy to help!'
}
```

**Subtle**

```javascript theme={null}
{
  text: 'Questions? Chat now',
  delay: 2000
}
```

**Urgent (for flash sales)**

```javascript theme={null}
{
  text: 'Sale ends in 2 hours! Need help checking out?'
}
```

## Best Practices

<AccordionGroup>
  <Accordion title="Time the trigger right">
    * Don't trigger immediately - give users time to browse
    * 30-60 seconds of inactivity is a good threshold
    * Exit intent is highly effective but can feel aggressive
  </Accordion>

  <Accordion title="Don't be pushy">
    * One trigger per session is usually enough
    * Respect user's decision if they dismiss
    * Avoid blocking the checkout process
  </Accordion>

  <Accordion title="Personalize when possible">
    * Use customer name if available
    * Reference specific items in cart
    * Mention relevant policies (free shipping threshold, etc.)
  </Accordion>

  <Accordion title="Train your agent well">
    * Include shipping and return policies in training
    * Add common FAQs
    * Enable the agent to check order status if applicable
  </Accordion>
</AccordionGroup>

## Measuring Success

Track these metrics in your analytics:

| Metric            | How to Measure                              |
| ----------------- | ------------------------------------------- |
| Trigger Rate      | Triggers fired / Checkout page visits       |
| Engagement Rate   | Triggers clicked / Triggers shown           |
| Recovery Rate     | Completed orders after chat / Chats started |
| Revenue Recovered | Sum of orders completed after chat          |

## Example Results

| Metric                    | Before | After    |
| ------------------------- | ------ | -------- |
| Cart Abandonment Rate     | 72%    | 61%      |
| Checkout Completion       | 28%    | 39%      |
| Trigger Engagement        | N/A    | 12%      |
| Monthly Recovered Revenue | \$0    | \$15,400 |

## Next Steps

<CardGroup cols={2}>
  <Card title="Onboarding Friction" icon="user-plus" href="/saas/guides/onboarding-friction">
    Help stuck users complete signup
  </Card>

  <Card title="Best Practices" icon="lightbulb" href="/saas/best-practices">
    General trigger optimization
  </Card>
</CardGroup>