Convert
Checkout-stall rescue
A shopper with a question at checkout won't wait four hours for a reply — no answer means no sale.
What it does
The shopper made it all the way to checkout and then stopped: a promo code that won't apply, a delivery question, a payment step that errored. Every minute of silence from here is revenue walking away, and a follow-up email tomorrow rescues only a fraction of it. The agent watches the checkout funnel events, intervenes in-page the moment a step stalls or fails, answers the blocking question or fixes the issue, and walks the order over the line.
How it works
- 1Trigger. a checkout funnel event signals trouble — a step abandoned beyond a threshold, a repeated form error, a failed payment attempt, a promo code rejection.
- 2Decision. the agent checks what actually blocked the shopper (which step, which error, what is in the cart) and whether intervening now helps; a quality judge gates the unprompted message before it appears.
- 3Action. an in-page chat opener addresses the specific snag — explains the delivery option, resolves the code issue, or guides past the failed step — and stays with the shopper to completed order.
- 4Follow-through. if the session ends unresolved, a recovery email goes out later through the client's own send channel; the moment the order completes, any queued follow-up is cancelled, and the save is attributed against a holdout.
Configuration
How the agent is wired for this use case.
- OMS / commerce platform · read checkout funnel events, live cart contents, delivery options, promo rules, and order state.
- Messaging channel · open the in-page chat and resolve the blocking step to completed order.
- Cart API · apply the valid promo code or correct the stalled line item.
- Email channel · queue a deferred recovery message if the session ends unresolved.
- CRM · read customer contact and consent state for the follow-up.
What you need
The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.
Signals
checkout funnel events — checkout_step_viewed, checkout_step_abandoned, payment_failed, promo/form error events.
Data
live cart contents, delivery options and promo rules, order state; customer contact and consent state for the email follow-up.
Guardrails
judge gating on every unprompted intervention; one intervention per checkout session; automatic cancellation of stale follow-ups once the order completes; consent checks before any off-site message.
Metrics it moves
- cart-recoveryup: stalls are rescued in-session, when the shopper is still on the page.
- conversion-rateup: the last step of the funnel stops leaking on answerable questions.
- recovered-revenueup, and provable: saves are measured against a holdout, not claimed.
Related use cases
See it on your own customer journey
Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.
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