How to Send Manual WhatsApp Messages to Recover Abandoned Carts
When a customer adds products to their cart but leaves your store without completing the purchase, it's known as an abandoned cart. This is a common challenge for online businesses—but also a big opportunity. Reaching out to these shoppers can often bring them back to complete their purchase.
If you're on the free plan, the feature to send automated WhatsApp cart recovery messages isn't available. However, you can still manually follow up with customers using WhatsApp. By creating your own message templates and sending them manually, you can:
Remind customers of the items they left behind
Answer any concerns or questions they may have
Encourage them to complete their purchase
Recover potentially lost revenue
In this article, we'll walk you through how to send manual WhatsApp messages for abandoned carts, helping you stay connected with your customers and improve your conversion rate—even without automation.
Steps to Send Manual WhatsApp Messages for Abandoned Carts
Step 1: Go to the Abandoned Cart Section
Log in to your Kefi WhatsApp Marketing Dashboard.
On the left-hand panel, look for and click on the “Abandoned Cart” option.
This section displays a list of customers who have added products to their cart but didn’t complete the checkout process. For each abandoned cart, you’ll see the following details:
Date – When the cart was abandoned
Checkout ID – A unique ID linked to the customer’s checkout session
Customer Name – The name of the shopper
Message Status – Whether a message has been sent or not
Automation Name – Only visible if you're on the Pro plan and using automated messages
Recovery Status – Indicates whether the cart was recovered
Cart Total – Total value of the items in the cart
Action – Where you can take steps to manually send a message
Note: The Automation Name column is relevant only for users on the Pro plan with automation enabled. If you're on the Free plan, you will focus on sending messages manually from this section.
Step 2: Click on the Three Dots in the Action Column
In the Abandoned Cart table, locate the customer you want to follow up with.
On the far right side of that row, under the Action column, click on the three dots (...)
This will open up a set of options for that specific cart entry.
Select “Send Message” from the dropdown.
This will allow you to manually send a WhatsApp message to the customer using one of your pre-generated manual templates.
Tip: You can create new manual message templates or edit existing ones from the Settings section in your dashboard.
Go to the Settings tab from the left-hand panel.
Navigate to the Templates section.
Here, you can:
Create a new template for abandoned cart recovery messages.
Edit existing templates to personalize the content, tone, or call to action or delete them.
Having well-crafted templates ready makes it faster and easier to send effective manual messages that encourage customers to complete their purchase.
Step 3: Select the Template and Send the Message
After clicking “Send Message” from the Action menu, a popup window will appear.
From the dropdown, select one of your message templates.
Review the message content to ensure it matches your intent. If needed, you can personalize variables like the customer’s name or cart items.
Once ready, click the “Send” button.
The message will be sent to the customer via WhatsApp instantly.
Step 4: Redirect to WhatsApp and Start the Chat
After you click “Send,” you’ll be automatically redirected to WhatsApp Web (or the WhatsApp app, depending on your device).
A WhatsApp screen will appear with the customer’s number and the message pre-filled using your selected template.
Click on “Continue to Chat.”
This will open the conversation window where you can review the message one final time and hit Send from your WhatsApp interface.
Make sure you're logged into the correct WhatsApp account associated with your business to complete the process smoothly.
Need Help?
If you have any questions or need assistance, feel free to contact us:
Live Chat: Available via the Kefi app or website.
Email: [email protected]