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Best Practices for Setting Up Opensend Reconnect Journeys on Attentive

1. Overview

Opensend Reconnect sends identity and commerce events to Attentive as real-time events. These events allow brands to power highly personalized SMS and email experiences such as welcome-back flows, browse abandonment, cart abandonment, and checkout recovery.

This guide covers:

  • Event structure and supported event types
  • Recommended Attentive flow configurations
  • Personalization fields and dynamic content
  • Messaging and timing best practices

2. Reconnect Events in Attentive

Reconnect events are delivered to Attentive as custom events. Each event includes rich metadata that can be used for:

  • Flow triggers
  • Conditional splits
  • Message personalization

2.1 Core Event Attributes

Each Reconnect event may include the following attributes (availability depends on event type):

  • event_id
  • event_type
  • timestamp
  • email
  • cart_id
  • cart_url
  • checkout_url
  • currency
  • value
  • page_location
  • page_title
  • user_geolocation
  • order_id

These attributes are accessible within Attentive flows for both conditions and message personalization.

3. Supported Event Types

User Action

Attentive Event Name

Device/session identified

Reconnect Device Profile Detected

Viewed product

Reconnect Viewed Product

Added to cart

Reconnect Added To Cart

Started checkout

Reconnect Started Checkout

Placed order

Reconnect Placed Order

Viewed page

Reconnect Viewed Page

Viewed collection

Reconnect Viewed Collection

4. Using Reconnect Data in Attentive

4.1 Triggering Flows

Reconnect events can be used directly as flow triggers in Attentive. When configuring a flow:

  1. Select Custom Event as the trigger
  2. Choose the desired Reconnect event (e.g. Reconnect Added To Cart)
  3. Optionally apply event filters (e.g. cart value > $50)

4.2 Conditional Logic in Flows

Use conditional splits to:

  • Exclude users who have already converted
  • Check for follow-up actions after entry
  • Branch messaging based on event attributes

Common conditions include:

  • Has placed order since flow entry
  • Has started checkout for the same cart_id
  • Event timestamp is after flow entry

4.3 Personalization & Dynamic Content

Reconnect event attributes can be injected directly into SMS or email content using Attentive personalization syntax.

Examples:

  • Product or page name:
  • Location-based copy:
  • Cart recovery CTA:
  • Checkout recovery CTA:

For product-level personalization, brands can dynamically reference:

  • Product name
  • Image URL
  • Price

(Exact syntax depends on Attentive account configuration.)

5. Recommended Attentive Flows

5.1 Session Abandonment Flow

  1. Trigger: Opensend Reconnect Device Profile Detected 
  2. Goal: Re-engage known users returning on a new or unidentified session while preventing overlap with other Reconnect journeys.
  3. Flow Structure:

Trigger: Opensend Reconnect Device Profile Detected
Create Journey → Select Start from scratch → Opensend Reconnect Device Profile Detected

Segment-Based Eligibility (Required)

Before continuing the journey, users must pass a segment-based eligibility check to avoid entering multiple Reconnect flows within a short period.

Segment name (example):
Reconnect – Entered Any Flow (7 Days)

Segment logic:

  • User has triggered any of the following events within the last 7 days:
    • Reconnect Viewed Product
    • Reconnect Added To Cart
    • Reconnect Started Checkout
    • Reconnect Placed Order

Conditional Branch:

  • If user is NOT in segment → Continue journey
  • If user IS in segment → Exit journey

This segment should be reused across all Reconnect journeys to ensure consistent flow exclusion logic.

  1. Wait: 5–20 minutes
    Drag and drop the “Wait” step, then configure the delay before sending the message.
  2. Personalized template:
  • Payload can be used in templates: , , ,
  • Optional second follow-up

5.2 Browse Abandonment Flow

Trigger: Reconnect Viewed Product

Goal: Encourage users to return to a product they viewed

Flow Structure:

  1. Trigger: Reconnect Viewed Product
  2. Wait: 30–120 minutes
  3. Conditional Split:
    • Exit if user adds to cart or places order
  4. Personalized template:
  • Product Image URL:
  • Product Page URL:
  • Product Title:
  • Product Price:

5.3 Cart Abandonment Flow

Trigger: Reconnect Added To Cart

Goal: Recover abandoned carts

Flow Structure:

  1. Trigger: Reconnect Added To Cart
  2. Wait: 30–60 minutes
  3. Conditional Split:
    • Exit if checkout started for same cart
  4. Personalized template:
    • Cart reminder with product details
    • CTA linking to cart_url
    • Optional Follow-up: 24–48 hours later

5.4 Checkout Abandonment Flow

Trigger: Reconnect Started Checkout

Goal: Recover high-intent users

Flow Structure:

  1. Trigger: Reconnect Started Checkout
  2. Wait: 30–90 minutes
  3. Conditional Split:
    • Exit if order placed
  4. Message:
    • Checkout reminder
    • CTA linking to checkout_url
    • Optional reassurance or incentive

6. Messaging Best Practices

  • Keep SMS copy concise and action-oriented
  • Personalize with product or page context whenever possible
  • Use delays to avoid interrupting active sessions
  • Avoid overlapping flows by using exclusion logic
  • Test timing and incentives incrementally

7. Summary

Reconnect for Attentive enables real-time, intent-based messaging by turning onsite behavior into actionable events. When paired with thoughtful flow design and personalization, Reconnect helps brands drive higher engagement, conversion, and customer lifetime value.