What is the "Convert a Disengaged Returning Customer on the Homepage" Sales Skill?
The "Convert a Disengaged Returning Customer on the Homepage" Sales Skill uses behavioral AI to identify returning customers who are showing signs of disengagement while browsing your store's homepage.
Rep AI identifies returning customers through their purchase history, allowing for personalized interactions based on their past shopping behavior.
Once detected, Rep AI proactively approaches these customers with personalized assistance to re-engage them, showcase relevant products, and help with post-purchase needs.
Benefits
Re-engage past shoppers who might otherwise leave your site
Provide personalized recommendations based on customer history
Increase conversion rates by addressing returning customers' specific needs
Enhance customer experience with timely, relevant assistance
How to Enable and Configure This Sales Skill
Basic Setup
Navigate to AI Training → Sales Skills in your Rep Console
Find the "Convert a Disengaged Returning Customer on the Homepage" card
Toggle the switch to ON to activate this skill
Click the Settings button to customize the skill's behavior
Configuration Options
Rescue Algorithm™
The Rescue Algorithm™ is a core component that automatically detects when returning customers are about to drop off your site while browsing the homepage. When activated:
Rep AI will use behavioral signals to identify disengagement
The AI will proactively approach customers at the optimal moment
To configure:
Toggle the Rescue Algorithm™ switch to ON
Eagerness Settings
The eagerness setting determines how proactive Rep AI will be in approaching customers:
Choose between AI-Optimized or Custom eagerness:
AI-Optimized: Rep AI automatically adjusts eagerness based on performance data
Custom: Set a manual level using the slider from "Laid back" to "Pushy"
If you select Custom, adjust the slider based on how aggressively you want Rep to approach returning customers:
Lower eagerness (more laid back): Rep will only approach customers showing clear signs of leaving
Higher eagerness (more pushy): Rep will approach more customers, even if it's less certain they're about to drop off
Advanced Behavioral Settings
Fine-tune how Rep AI engages with returning customers:
Additional AI Instructions: Provide specific guidance for how your Sales Assistant should behave and what it should avoid doing when interacting with returning customers
Example AI Instructions:
When approaching returning customers on the homepage, always:Address them by name if available
Reference their previous purchases in a helpful way (e.g., "I see you previously purchased our organic cotton t-shirt. We have new colors available you might enjoy!")
Avoid generic greetings that don't acknowledge their status as a returning customer
Suggestion Chips: When this skill is activated, customers will see helpful suggestion chips like "I'd be happy to assist with your order" or "What's recommended?" to facilitate engagement
Note: Additional approach rules with custom behavioral triggers are available for merchants with the Expert Zone package.
Best Practices
Personalize your approach: Use additional AI instructions to create a warm, personalized greeting that acknowledges returning customers
Balance eagerness carefully: Start with AI-Optimized eagerness or a middle setting if choosing Custom, then adjust based on customer feedback
Review performance regularly: Use the "View analytics" option to monitor how effectively this Sales Skill is re-engaging customers and driving conversions
Troubleshooting
Issue: Sales Skill isn't triggering for returning customers
Solution:
Verify the skill is toggled ON
Increase the eagerness level
Ensure your site correctly identifies returning visitors
Issue: Customers find the approach too aggressive
Solution:
Lower the eagerness setting
Adjust your AI instructions to use a more casual, less sales-focused tone