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How to send manual WhatsApp Messages to recover abandoned carts

Shivam Tiwari avatar
Written by Shivam Tiwari
Updated this week

When a customer adds products to their cart but leaves your store without completing the purchase, it's considered an abandoned cart. This is one of the most common challenges in e-commerce—but also one of the best opportunities to recover lost sales.
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Using Kefi, you can follow up with these customers via manual WhatsApp messages, helping to bring them back and complete their purchase. This can be especially effective for high-value carts, warm leads, or customers who may have questions or concerns before checking out.

In this guide, you’ll learn exactly how to use Kefi’s manual message feature to recover abandoned carts, step by step.

What You Can Do with Manual Messages

  • Remind customers about the items left in their cart
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  • Answer common questions or resolve doubts that may prevent checkout
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  • Incentivize with a discount or a time-sensitive offer
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  • Re-engage shoppers in a more personal, direct way
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  • Recover potentially lost revenue without waiting for automation
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Steps to Send Manual WhatsApp Messages for Abandoned Carts

Step 1: Go to the Abandoned Carts Section

  1. Log in to your Kefi Whatsapp Marketing Dashboard
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  2. In the left-hand menu, click on “Abandoned Carts”
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  1. You’ll see a list of customers who added products to their cart but didn’t complete checkout

Each cart entry includes:

  • Date – When the cart was abandoned
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  • Checkout ID – Unique identifier for the session
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  • Customer Name
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  • Message Status – Whether any message has been sent
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  • Recovery Status – Whether the cart has been recovered
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  • Cart Total – Total value of items
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  • Action – Where you can send a message

Step 2: Click the Three Dots in the Action Column

  1. Find the customer you want to follow up with
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  2. In the “Action” column (last column on the right), click the three dots (...)
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  3. Select “Send Message” from the dropdown menu

This opens the manual messaging window, where you can choose a pre-saved message template.

Step 3: Select a Template and Send the Message

  1. In the pop-up window, select a message template from the dropdown list
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  2. Review the message content
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  3. Personalize any variables (like customer name or product details), if needed
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  4. Click “Send”

Tip: You can manage and edit templates from the Settings section:

  • Go to Settings in the left-hand menu
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  • Click on Templates
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  • Create, edit, or delete manual message templates as needed
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Having your most-used messages saved makes the process faster and more consistent.

Step 4: WhatsApp Opens Automatically

After you hit "Send":

  • You’ll be redirected to WhatsApp Web (or the WhatsApp mobile app, depending on your device)
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  • A chat window opens with the customer’s number and your message pre-filled
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  • Click “Continue to Chat”

  • Review the message and hit Send from your WhatsApp interface
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Make sure you’re logged into the correct WhatsApp Business account before sending.

Why Use Manual Messages?

Manual WhatsApp messages give you flexibility to:

  • Personally engage with potential buyers
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  • Handle objections or questions directly
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  • Add a human touch where automation may not be the best fit

While Kefi also offers automated abandoned cart recovery, manual messaging is a powerful tool when you want to go the extra mile—especially for high-value orders or VIP customers.

Need Help?

If you have questions or need help with manual messaging or anything else in Kefi:

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