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      Best Practices for Setting Up Opensend Reconnect Journeys on Iterable

      To help brands fully capitalize on Opensend Reconnect, we recommend implementing four strategic Iterable Journeys designed to re-engage high-intent, anonymous shoppers through precise, event-triggered messaging. These include:

      • Session Abandonment, which targets users who viewed products but took no action
      • Product Abandonment, engaging those who showed product-level interest without adding to the cart
      • Cart Abandonment Reminder, nudging cart abandoners who didn’t initiate checkout
      • Checkout Abandonment, focused on recovering users who started—but didn’t complete—the checkout process. 

      Each journey leverages Opensend-specific custom events, strict cross-provider filters, and dynamic email paths tailored to buyer status, ensuring maximum personalization, deliverability, and conversion.

      General Notes

      • Iterable Journeys: For triggers use Opensend-specific custom events

      • Filtering: Strict exclusion of events from the default journeys and other similar tools tracking events/metrics

        • Configuring Entry Rules (Global Suppressions):

          Entry Rules determine who is allowed to enter a Journey.

          Use cases include:

          • Preventing users who already completed a purchase from re-entering
          • Avoiding conflict with similar event-based journeys from other tools
          • Enforcing cool-down periods
      • Implement a waterfall across all abandonment journeys, placing Opensend Reconnect where appropriate. Time delays, filters, and entry rules should be configured accordingly, as defined in the waterfall

      Personalize Journey Templates by using Reconnect Event Payload

      Personalize journey templates using dynamic content from the Opensend Reconnect event payload. For a detailed breakdown of each Reconnect metric, refer to the documentation here.

      Iterable Opensend Reconnect Journey Best Practices

      🔄 1. Session Abandonment Journey (Opensend Reconnect)

      To implement this journey, we recommend either cloning your existing journey for the same event and adjusting the configuration as outlined below, or creating a new journey from scratch if one doesn't already exist.

      🔹Trigger:

      • Custom Event: Opensend Reconnect Device Profile Detected

      Journey Trigger Configuration: To trigger the journey whenever a user viewed products but took no action, while preventing overlapping communications from other active abandonment flows.

      • Trigger Type: Custom Event

      • Specify Event: Opensend Reconnect Device Profile Detected

      • Maximum entries: Unlimited

      • Simultaneous entries: Contacts must finish this journey before starting this journey again.

      • Multiple journeys: Users can't enter this journey if they are in: within the dropdown select the flows for the followings:

      • Default flows: Session Abandoned, Browse/Product Abandoned, Abandoned Cart, Abandoned Checkout

      • Other tools flows: Session Abandoned, Browse/Product Abandoned, Abandoned Cart, Abandoned Checkout

      • Other Opensend Reconnect flows: Browse/Product Abandoned(Reconnect), Abandoned Cart(Reconnect), Abandoned Checkout(Reconnect)

      🔹 Profile Filters (All conditions must be met within the Yes/no split):

      • Default Iterable metrics = Is Not Set

      • Placed Order, Added To Cart, Viewed Product, Started Checkout, Active On Site 

      • Other tools metrics = Is Not Set, e.g.:

        • Tool 1: Viewed Product, Added to Cart, Checkout Started

        • Tool 2: Viewed Product, Added to Cart, Checkout Started

        • Similarly, excluding metrics from any other identity providers you are using

      • Other Opensend Reconnect metrics = Is Not Set

        • Opensend Reconnect Viewed Product, Opensend Reconnect Added to Cart, and Opensend Reconnect Started Checkout

      • Flow exclusion: Not in this flow within the last 7 days

      • The following screenshot shows a few examples:

      🔹Flow Dynamic Content Update:

      For the Session Abandonment Email, no e-commerce event data will be used or accessible. Default email templates should be used as currently configured.

      🔹 Actions:

      • Profile Property Update:

      • Key: Browse Abandoned Reconnect - Opensend

      • Value: true (Boolean)

          1. Time Delay: This is something relative to your other flows, but the best practice is:

            1. Keep Session Abandonment last in the priority with the higher time delay, e.g. 3 hours +

            2. Add more time delay on the Reconnect Session Abandoned flow relative to your default Session Abandonment flow

            3. Ideally, add less time delay on the Reconnect Session Abandoned flow relative to the other tool's Session Abandonment flow

        • Conditional Split: Has Placed Order (Shopify) at least once (all time)

          1. Emails: Add separate flows for buyers vs non-buyers

          2. Wait Time Between Emails: 1–2 days

        • Set Flow Live ✅

        🛍️ 2. Browse/Product Abandonment Journey (Opensend Reconnect)

        To implement this journey, we recommend either cloning your existing journey for the same event and adjusting the configuration as outlined below, or creating a new journey from scratch if one doesn't already exist.

        🔹Trigger:

        • Custom Event: Opensend Reconnect Viewed Product

        Journey Trigger Configuration: To trigger the journey whenever a user showed product-level interest without adding to the cart, while preventing overlapping communications from other active abandonment flows.

        • Trigger Type: Custom Event

        • Specify Event: Opensend Reconnect Viewed Product

        • Maximum entries: Unlimited

        • Simultaneous entries: Contacts must finish this journey before starting this journey again.

        • Multiple journeys: Users can't enter this journey if they are in: within the dropdown select the flows for the followings:

        • Default flows: Browse/Product Abandoned, Abandoned Cart, Abandoned Checkout

        • Other tools flows: Browse/Product Abandoned, Abandoned Cart, Abandoned Checkout

        • Other Opensend Reconnect flows: Abandoned Cart(Reconnect), Abandoned Checkout(Reconnect)

        🔹 Profile Filters (All conditions must be met within the Yes/no split):

        • Default Iterable metrics = Is Not Set:

        • Placed Order, Added To Cart, Viewed Product, Started Checkout

        • Other tools metrics = Is Not Set, e.g.:

          • Tool 1: Added to Cart, Checkout Started

          • Tool 2:  Added to Cart, Checkout Started

          • Similarly, excluding metrics from any other identity providers you are using

        • Other Opensend Reconnect metrics = Is Not Set:

          • Opensend Reconnect Added to Cart, and Opensend Reconnect Started Checkout 

        • Flow exclusion: Not in this flow within the last 7 days

        • The following screenshot shows a few examples:

        🔹Flow Dynamic Content Update:

        To ensure your Opensend Reconnect Viewed Product emails display personalized content correctly, follow these steps in Iterable:

        • Open the relevant email template in Iterable.
        • Click “Design” on the email you want to customize.
          (You’ll see a preview window open with test data options.)
        • Select an event from the test data – Iterable will display the corresponding dynamic variables you can use directly in your email content.

        🛒 Example: Browse Abandonment Email content to use

        (Triggered by – “Opensend Reconnect Viewed Product” Event)

        You can use the following dynamic variables in your email content:

        • Product Image URL:
          {{items.[0].image_url}}
        • Product Page URL:
          {{items.[0].url}}
        • Product Title:
          {{items.[0].item_name}}
        • Product Price:
          {{items.[0].price}}

        🔹 Actions:

        • Profile Property Update:

        • Key: Product Abandoned Reconnect - Opensend

        • Value: true (Boolean)

            1. Time Delay: This is something relative to your other flows, but the best practice is:

              1. Keep Product Abandonment 3rd in the priority with the higher time delay, e.g. 1.5 hours +

              2. Add more time delay on the Reconnect Product Abandoned flow relative to your default Product Abandonment flow

              3. Ideally, add less time delay on the Reconnect Product Abandoned flow relative to the other tool's Product Abandonment flow

          • Conditional Split: Has Placed Order (Shopify) at least once (all time)

            1. Emails: Add separate flows for buyers vs non-buyers

            2. Wait Time Between Emails: 1–2 days

          • Set Flow Live ✅

          🛒 3. Cart Abandonment Journey (Opensend Reconnect)

          To implement this journey, we recommend either cloning your existing journey for the same event and adjusting the configuration as outlined below, or creating a new journey from scratch if one doesn't already exist.

          🔹Trigger:

          • Custom Event: Opensend Reconnect Added to Cart

          Journey Trigger Configuration: To trigger the journey whenever a user adds an item to their cart, while preventing overlapping communications from other active abandonment flows.

          • Trigger Type: Custom Event

          • Specify Event: Opensend Reconnect Added to Cart

          • Maximum entries: Unlimited

          • Simultaneous entries: Contacts must finish this journey before starting this journey again.

          • Multiple journeys: Users can't enter this journey if they are in: within the dropdown select the flows for the followings:

          • Default flows: Abandoned Cart, Abandoned Checkout

          • Other tools flows: Abandoned Cart, Abandoned Checkout

          • Other Opensend Reconnect flows: Abandoned Checkout(Reconnect)

          🔹 Profile Filters (ALL conditions must be met within the Yes/no split):

          • Default Iterable metrics = Is Not Set
            • Placed Order, Added To Cart, and Started Checkout
          • Other tools metrics = Is Not Set, e.g.:
            • Tool 1: Checkout Started
            • Tool 2: Checkout Started
            • Similarly, excluding metrics from any other identity providers you are using
          • Other Opensend Reconnect metrics = Is Not Set:
            • Opensend Reconnect Started Checkout 
          • Flow exclusion: Not in this flow within the last 7 days
          • The following screenshot shows a few examples:

          🔹Flow Dynamic Content Update:

          To ensure your Opensend Reconnect Cart Abandonment emails display personalized content correctly, follow these steps in Iterable:

          • Open the relevant email template in Iterable.
          • Click “Design” on the email you want to customize.
            (You’ll see a preview window open with test data options.)
          • Select an event from the test data – Iterable will display the corresponding dynamic variables you can use directly in your email content.

          🛒 Example: Cart Abandonment Email content to use

          (Triggered by – “Opensend Reconnect Added to Cart” Event)

          You can use the following dynamic variables in your email content:

          • Product Image URL:
            {{items.[0].image_url}}
          • Product Page URL:
            {{items.[0].url}}
          • Product Title:
            {{items.[0].item_name}}
          • Product Price:
            {{items.[0].price}}

          🔹 Actions:

          1. Profile Property Update:
            1. Key: Cart Abandoned Reconnect - Opensend
            2. Value: true (Boolean)
          2. Time Delay: This is something relative to your other flows, but the best practice is:
            1. Keep Cart Abandonment 2nd in the priority with the time delay, e.g. 1 hour +
            2. Add more time delay on the Reconnect Cart Abandoned flow relative to your default Cart Abandonment flow
            3. Ideally, add less time delay on the Reconnect Cart Abandoned flow relative to the other tool's Cart Abandonment flow
          3. Conditional Split: Has Placed Order (Shopify) at least once (all time)
          4. Emails: Add separate flows for buyers vs non-buyers
          5. Wait Time Between Emails: 1–2 days
          6. Set Flow Live ✅

          🧾 4. Checkout Abandonment Journey (Opensend Reconnect)

          To implement this journey, we recommend either cloning your existing journey for the same event and adjusting the configuration as outlined below, or creating a new journey from scratch if one doesn't already exist

          🔹Trigger:

          • Custom Event: Opensend Reconnect Started Checkout

          Journey Trigger Configuration: To trigger the journey whenever a user started—but didn’t complete—the checkout process, while preventing overlapping communications from other active abandonment flows.

          • Trigger Type: Custom Event

          • Specify Event: Opensend Reconnect Started Checkout

          • Maximum entries: Unlimited

          • Simultaneous entries: Contacts must finish this journey before starting this journey again.

          • Multiple journeys: Users can't enter this journey if they are in: within the dropdown select the flows for the followings:

          • Default flows: Abandoned Checkout

          • Other tools flows: Abandoned Checkout

          🔹 Profile Filters (ALL conditions must be met within the Yes/no split):

          • Default Iterable metrics = Is Not Set:

            • Placed Order, and Started Checkout

          • Flow exclusion: Not in this flow within the last 7 days

          🔹Flow Dynamic Content Update:

          To ensure your Opensend Reconnect Started Checkout emails display personalized content correctly, follow these steps in Iterable:

          • Open the relevant email template in Iterable.
          • Click “Design” on the email you want to customize.
            (You’ll see a preview window open with test data options.)
          • Select an event from the test data – Iterable will display the corresponding dynamic variables you can use directly in your email content.

          🛒 Example: Started Checkout Email content to use

          (Triggered by – “Opensend Reconnect Started Checkout” Event)

          You can use the following dynamic variables in your email content:

          • Product Image URL:
            {{items.[0].image_url}}
          • Product Page URL:
            {{items.[0].url}}
          • Product Title:
            {{items.[0].item_name}}
          • Product Price:
            {{items.[0].price}}

          🔹 Actions:

          1. Profile Property Update:
            1. Key: Checkout Abandoned Reconnect - Opensend
            2. Value: true (Boolean)
          2. Time Delay: This is something relative to your other flows, but the best practice is:
            1. Keep Cart Abandonment 2nd in the priority with the time delay, e.g. 30 minutes +
            2. Add more time delay on the Reconnect Checkout Abandoned flow relative to your default Checkout Abandonment flow
            3. Ideally, add less time delay on the Reconnect Checkout Abandoned flow relative to the other tool's Checkout Abandonment flow
          3. Conditional Split: Has Placed Order (Shopify) at least once (all time)
          4. Emails: Add separate flows for buyers vs non-buyers
          5. Wait Time Between Emails: 1–2 days
          6. Set Flow Live ✅