Cart recovery captures booking sessions where a customer entered their personal information but did not complete checkout. Follow up via email, SMS, or a direct recovery link to help them finish their booking.
Viewing abandoned carts
The cart recovery table shows all abandoned sessions for the selected location, sorted by most recent first. Each row displays:
| Column | Description |
|---|---|
| Customer | First name, last name, and email address |
| Phone | Phone number (if provided during checkout) |
| Item | The inventory item left in the cart (name from BookingInfo) |
| Date | The selected booking start date |
| Amount | Total price and deposit due now |
| Abandoned | Relative time since the session was abandoned (e.g., "2 hours ago") |
| Status | Whether the customer has been contacted |
| Actions | Menu with follow-up options |
Status indicators
- Not contacted -- the customer has not been reached out to yet. These rows are highlighted for attention.
- Contacted -- a follow-up has been sent. The timestamp of the last contact is recorded.
Follow-up actions
Click the actions menu on any row to access follow-up options:
| Action | What it does |
|---|---|
| Copy Recovery Link | Copies a URL that restores the customer's cart exactly as they left it -- same dates, quantities, add-ons, and pricing |
| Send Email | Opens a dialog to send an AI-generated recovery email personalized with the customer's name and cart contents |
| Send SMS | Sends an AI-generated text message with a recovery link (requires phone number and Twilio integration) |
| Delete | Removes the abandoned cart from the list |
AI-generated messages
When you choose Send Email or Send SMS, the system generates a personalized message using AI. The message includes:
- The customer's name
- The specific item they were booking
- The selected dates and times
- A direct recovery link
You can preview and edit the message before sending. The AI adapts tone and content based on how long ago the cart was abandoned.
Recovery links
Recovery links restore the full cart state, including:
- Selected inventory item
- Chosen dates and times
- Quantity
- Add-ons (both inventory-specific and global)
- Billing address (if entered)
- Deposit amount and pricing
The recovery URL format is: {your-domain}/checkout/recover/{cartId}
Capture requirements
Cart recovery only captures sessions where the customer has entered personal information during checkout:
- Name (first or last name)
- Email address
- Phone number
Anonymous browsing sessions where the customer only viewed inventory without entering any identifying information are not captured.
Timing
Abandoned carts have a TTL (time to live) -- they are automatically cleaned up after a set period. The most effective recovery happens quickly, so prioritize carts that were abandoned most recently.
Email template
Cart recovery emails use the Cart Abandoned (cart_abandoned) template in your email templates configuration. Customize the template content, subject line, and styling from Marketing > Email Templates. You can also configure scheduling to automatically send cart recovery emails after a set delay (e.g., 30 minutes after abandonment).
Follow up quickly -- recovery rates drop sharply after the first few hours. The AI-generated messages are personalized with the customer's name and specific items, so they feel natural rather than templated. Recovery links restore the full cart including selected dates, quantities, and add-ons. Set up automated cart recovery emails using the scheduling configuration on your Cart Abandoned email template.
No abandoned carts showing up -- Cart recovery requires the customer to have entered at least their name or email during checkout. Sessions where the customer only browsed inventory without entering personal details are not captured.
Recovery link expired -- If the original availability has changed or the cart TTL has passed, the recovery link may no longer work. Create a private link with the same items and pricing to send instead.
SMS not sending -- Verify that Twilio is configured in your location settings and that the customer's phone number is valid. The phone number must include a country code.
Customer received the email but the link shows an error -- The item may no longer be available for the originally selected date. The customer will need to select new dates or contact your team for assistance.