🎯 Why set up this flow?
Abandoned Browse is an automation that automatically follows up on RCS with visitors who viewed one or more products without adding them to their cart or starting checkout.
In practice: a visitor views a product page, spends time on it, sometimes comes back to it, then leaves the site without making a purchase. A little later, they receive a personalized message featuring the product(s) they viewed, to rekindle their interest and bring them back to the site.
Abandoned Browse reaches a wider audience, earlier in the purchase funnel, than abandoned cart. It's a chance to capture purchase intent while it's still hesitant, before it even turns into an add-to-cart.
📱 Why RCS rather than WhatsApp?
This flow targets a cold audience: visitors who only viewed a product and haven't shown confirmed purchase intent. Sending it on WhatsApp puts your account's quality score at risk if engagement is low or block rates are high. RCS lets you reach this audience without exposing your WhatsApp account to that risk.
RCS helps you make the most of this opportunity with:
🏄♀️ A conversational approach: answer the questions holding back the purchase decision instantly.
✨ A personalized experience: each follow-up adapts to the product(s) actually viewed, unlike a generic email.
Unmatched speed: a native mobile channel with no app to install, and much faster response times than email.
⚙️ Set up the flow
Go to Flow > Library > Abandoned Browse - RCS.
Add the template to your workspace.
Customize the messages to match your tone and brand image.
👉 Need help using the template library? See Using the Template Library.
🔌 Trigger the flow
There are two methods depending on your tech stack. Choose the one that matches your e-commerce / CRM tool.
1️⃣ You use Klaviyo → Native integration (simplified webhook)
WAX offers a native Klaviyo integration that makes webhook setup easier: Klaviyo detects product views without a purchase and automatically sends the data to WAX to trigger the RCS conversation.
👉 Detailed guide: How to trigger a WhatsApp conversation from Klaviyo
2️⃣ You use another CRM → via a WAX webhook
If you don't use Klaviyo, you can trigger this flow from any CRM or database, as long as it can send a webhook request on the "Product viewed" event. Here's what happens:
Your CRM detects a product browse with no conversion.
It sends the customer's data (phone number, first name, viewed product(s), image, price…) to WAX via a webhook.
When WAX receives the data, it automatically triggers the Abandoned Browse flow.
The personalized RCS message is sent to the customer immediately, using the variables received (first name, product…).
👉 To set up this webhook step by step (creation, JSON body, error handling, retrieving variables), see How to use webhooks in my flow.
💡 Tips & best practices
📞 Collect phone numbers upstream (customer account, pop-up, etc.): without a phone number, the flow can't run.
⏱️ Send timing is set directly in your CRM flow, not in WAX. We recommend sending quickly (30 min to 1 hour) to capture interest while it's still fresh.
🖼️ Use visual media to make the interaction more engaging.
🎁 Highlight a benefit or reassurance (limited stock, free shipping, customer reviews) rather than offering a discount every time: at this stage of the funnel, the goal is to remove a doubt, not necessarily to negotiate on price.
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