What is the "Convert a Disengaged Shopper After Viewing Cart" Sales Skill?
The "Convert a Disengaged Shopper After Viewing Cart" Sales Skill uses behavioral AI to identify customers who have viewed their cart but are showing signs of disengagement or abandonment. Once detected, Rep AI proactively approaches these customers with personalized assistance to nudge them toward completing their purchase or discovering complementary products that enhance their shopping experience.
Benefits
Reduce cart abandonment by re-engaging customers at a critical decision point
Increase conversion rates by addressing common purchase hesitations
Boost average order value by suggesting relevant complementary products
Provide timely assistance to customers who may have questions about their cart items
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 Shopper After Viewing Cart" 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 customers are about to abandon their cart. When activated:
Rep AI will use behavioral signals to identify disengagement after a customer has viewed their cart
The AI will proactively approach customers at the optimal moment
If the Rescue Algorithm™ is turned off, the AI will approach immediately instead.
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 cart-viewing 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 abandon
Advanced Behavioral Settings
Fine-tune how Rep AI engages with customers who have viewed their cart:
Additional AI Instructions: Provide specific guidance for how your Sales Assistant should behave and what it should avoid doing when interacting with customers who have viewed their cart
Example AI Instructions:
When approaching customers who have viewed their cart, always: - Ask if they have any questions about the items in their cart - Offer to explain shipping costs and delivery timeframes - Highlight any current promotions or discounts that could apply to their order - Be helpful but not pushy about completing the purchase - Suggest complementary items based on what's already in their cart
Suggestion Chips: When this skill is activated, customers will see helpful suggestion chips like "I have a question" or "Frequently bought together" to facilitate engagement
Note: Additional approach rules with custom behavioral triggers are available for merchants with the Expert Zone package.
Best Practices
Address common cart abandonment reasons: Use additional AI instructions to guide your AI to proactively address shipping costs, delivery times, or payment concerns
Highlight complementary products: Encourage your AI to suggest items that pair well with what's already in the customer's cart
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 recovering abandoned carts and driving conversions
Troubleshooting
Issue: Sales Skill isn't triggering for cart viewers
Solution:
Verify the skill is toggled ON
Increase the eagerness level
Check that your cart page URL structure matches what the skill is configured to detect
Issue: Customers find the approach too aggressive
Solution:
Lower the eagerness setting
Adjust your AI instructions to use a more casual, helpful tone rather than pushing for immediate purchase