Recover abandoned carts and keep buyers updated on WhatsApp

Win back carts that were left behind, and stop “where is my order?” messages before they start.

Good for

• Salla stores
• Stores with many unpaid or abandoned orders

The situation

Customers add items to the cart and leave, or place an order and forget to pay. A friendly WhatsApp message a little later brings many of them back, far more reliably than an email nobody opens. And once they have ordered, a message at each step (confirmed, shipped, delivered) answers the question before they ask it.

How it works

Your systemSalla reports an abandoned cart

tkanaSends the approved cart recovery message on WhatsApp

CustomerReplies with a question, such as delivery time

tkanaAnswers and helps complete the order in the chat

Abandoned cart to completed order

Your systemOrder is confirmed, shipped, or delivered in Salla

tkanaSends the matching WhatsApp update with tracking details

CustomerReplies only if something is wrong

Your teamPicks up any ticket the agent opens

Order updates

What the conversation looks like

(Cart recovery message sent from your store’s WhatsApp number.)

Customer: I left it because I wasn’t sure about delivery to Jeddah. How long does it take?

Agent: Delivery to Jeddah depends on the courier you choose. I can show you the couriers available for your cart with their fees, and complete the order with you right here. Shall we do that?

Customer: Yes, please.

What you switch on

1. Install tkana from the Salla app store. The Salla notifications skill is set up for you. See Install tkana from the Salla app store.
2. Connect your WhatsApp number. The ready-made messages are then submitted to Meta for approval, in Arabic and English. See Connect your WhatsApp number.
3. Review each message in the WhatsApp tab under Notifications: switch off any you do not want, and edit the wording if you like. See Store notifications on WhatsApp.
4. Keep Ordering in chat on, so the agent can finish the order when a customer replies.

What your team sees

• Each message’s status: Pending connection, In review, Approved, Rejected (with the reason), and whether it is Active or Off.
• Customer replies in your inbox like any other conversation, with their Salla orders beside it. See Work your inbox.
• Orders completed through the chat, in Salla as usual.

Tips and limits

• Abandoned cart recovery is sent at most once a day to the same customer.
• Each message’s footer shows your business name, or the store name set in the Salla notifications skill settings.
• A message goes out only when Salla reports the event, the message is switched on, and WhatsApp has approved it. Edited messages go back to review first.
• Notifications keep going out even when your assistant is set to Observe only.
• WhatsApp template messages are billed by Meta directly to the payment method on your own Meta account, not from your tkana credits. See Who pays for WhatsApp template messages.

Caution

If you see Salla notifications are not set up for this store yet, contact tkana support to enable them for your store.