Abandoned Cart Recovery on Web Chat
Catch the shopper on your website while the cart is still open. When a shopper opens the chat on your cart or checkout page, AeroChat answers the question that is stopping them from your store data: the shipping fee to their address, the delivery date, stock in their size, or a discount you allow. Then it sends them back to checkout, or takes the order and a payment link in the same chat window. It is the abandoned cart recovery workflow, running in your web chat.
What the customer asks
On your website, the shopper is still on the page. The question comes before they close the tab, so the answer has to come in seconds.
- “Why is shipping so expensive?”
- “If I order now, will it arrive by Friday?”
- “The checkout says the large is low. Is it really there?”
- “Is there a code? I saw one on Instagram.”
- “My card keeps failing. Can I pay another way?”
See cart abandonment for the background.
What AeroChat does, step by step
- The shopper opens the chat on your cart or checkout page and asks. The chat stays open with its history as they move between pages.
- AeroChat asks which products are in the cart if it needs to, and reads them from your store.
- It answers from your store: the shipping rate and delivery time for their postcode, live stock for the variant, and your size chart.
- If the shopper meets the condition you set, it offers the one discount code you named, and nothing beyond it.
- It sends the checkout link with a product card showing the item, price and availability. If the card or payment is the problem, it creates the order and sends a payment link in the chat. The payment is detected automatically and the order is marked paid.
- If the shopper wants to come back later, it asks for their email and saves it to your contacts with their consent, so your cart email can follow up.
- Bulk orders and payment errors it cannot fix go to your team in the same chat window, with the conversation so far.
The systems it uses
- Your store platform. Built in. Shopify, WooCommerce and Wix connect in the AeroChat dashboard. AeroChat reads products, stock, shipping rates and discounts, and creates the order.
- Your web chat. On Shopify and WordPress, the AeroChat app or plugin adds it. On any other site, paste one script tag before the closing body tag. See connect web chat.
- Payment. Airwallex is built in. Other gateways with a public API, such as Stripe, connect through their API.
- Your email tool, if you use one. Klaviyo or Omnisend can receive the email and consent AeroChat collects, so your cart flow picks it up.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it looks like in your web chat
Customer: Shipping is $8.90 for one candle? (example)
AeroChat: Standard shipping is US$8.90 for orders under US$45. Your cart is US$38, so one more candle or a matchbox set ships free (example).
Customer: Will it arrive by Friday if I order now? I’m in 10001.
AeroChat: Yes. Orders placed before 2pm ship today, and standard delivery to 10001 takes 2 to 3 business days (example). Here is the matchbox set: [product card: Matchbox set, US$7, in stock]
Customer: Ok adding it.
In your store: the shopper finishes the normal checkout with free shipping. No discount was given beyond your rules.
The recipe
Copy this into AeroChat
When a shopper on our website asks about their cart or checkout, follow these steps.
- Find the products in their cart, or ask which products they are buying.
- Answer the question that is stopping them. For shipping, ask for their postcode and check our shipping rates and delivery times. For size, use the size chart. For stock, check live stock for that variant.
- If the item will not arrive by the date they need, say so plainly.
- If shipping is the problem and the cart is under the free shipping amount, tell them how much more qualifies and suggest one matching item in stock.
- If they ask for a code and the cart is above US$80 (example), offer WELCOME10 (example). Offer no other discount.
- Send the checkout link. If their payment keeps failing, create the order and send a payment link, and confirm when it is paid.
- If they want to finish later, ask for their email and whether they want reminders. Save it to contacts only if they agree.
- If they want to order in bulk or report an error you cannot fix, hand the conversation to our team.
Do not push a shopper who says they are just looking. Never invent a promotion or a delivery date. Reply in the customer’s language.
Change the amounts, the cut-off time and the code to your own, or remove the discount step.
Why web chat is different
On WhatsApp, a cart reminder needs the shopper’s opt-in and an approved template. In web chat the shopper starts the conversation on your site, so AeroChat can answer at once with no template. The trade-off is timing: web chat works while the shopper is still on your site. For the follow-up after they leave, use your cart email or the WhatsApp abandoned cart workflow.
Where it runs
This page covers your website chat. The same workflow, with the same store connection and rules, runs on WhatsApp, Instagram, Facebook Messenger, TikTok Shop buyer chat, Telegram and email. See the abandoned cart recovery workflow for every channel.
For your store platform: Shopify and WooCommerce. Other web chat workflows: order status, product recommendations and size and fit.
Questions
Can AeroChat see what is in the shopper’s cart?
It asks which products they are buying if it cannot match the cart, and then reads those products, prices and stock from your store. It never guesses.
Will it give away discounts?
No. It offers only the code you name in the recipe, and only when your condition is met. If you leave the discount step out, it never offers one.
What if the shopper closes the tab?
If they left an email and agreed to reminders, your cart email or email tool follows up. AeroChat does not message anyone who did not agree.
How do I set this up?
Sign up for the 7-day free trial, connect your store and add the web chat to your site. Connect AeroChat to your AI assistant, such as Claude, ChatGPT or Gemini, and describe the workflow, or paste the recipe above. AeroChat builds it as a draft. Turn it on when you are happy with it. No code needed.
Answer the cart question before the tab closes
Start the trial, add web chat to your store and paste the cart recipe. Then put an item in your own cart and ask the chat about shipping.
Start your 7-day free trial. No credit card needed.
Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect your store for you, free. See plans.
On Shopify? Install AeroChat from the Shopify App Store.