Abandoned cart automation in Kefi is designed to help you recover lost sales by automatically sending WhatsApp messages to customers who didn’t complete their checkout.
However, if your messages aren’t being delivered as expected, it could be due to a simple configuration issue.
Here’s a breakdown of common reasons why abandoned cart messages may not be sending—and how to fix them.
1. Automation Not Activated
Even if you've set up the message content and targeting, the automation won’t run until it’s officially activated.
What to do:
Go to Kefi > Automations > Abandoned Cart. Check the automation status in the top-right corner.
If the status says Draft or Inactive, click the Activate button to make it live
Tip: Saving your automation doesn't make it active. You must explicitly activate it for it to start sending messages to qualifying customers.
2. Cart Doesn’t Match Targeting Rules
Your automation might not be firing because the cart doesn't meet the targeting rules you've defined—such as cart value, item quantity, or customer location.
What to do:
Review the Targeting section while editing your automation
Examples of settings that can block the message from sending: Cart Value is set too high (e.g., greater than $100), Cart Items is limited to 2 or more, Customer Country is restricted or incorrectly excluded
Tip: Start with broader targeting to ensure everything works, then narrow it down as needed.
3. Customer Didn’t Provide a Valid WhatsApp Number
Kefi can only send WhatsApp messages if the customer's phone number is captured at checkout and is valid.
What to do:
Ensure your Shopify checkout collects phone numbers
Check that numbers include the correct country code (e.g., +1, +44)
Remove any characters like brackets, dashes, or spaces that may disrupt formatting.
Tip: Numbers should follow international format, like +14155552671.
4. Time Delay Hasn’t Passed Yet
Abandoned cart automations work based on a time delay—so if your customer abandoned their cart 5 minutes ago and your automation is set to trigger after 30 minutes, the message won’t send yet.
What to do:
Recheck your “Time Sent After” setting in the automation
Wait until the delay has passed or test with a shorter time (e.g., 5 minutes)
Tip: For testing purposes, use a small delay to confirm the setup is working, then switch to your preferred timing later.
5. Template Not Approved by Meta
All WhatsApp automation message templates must first be approved by Meta before they can be used. This ensures that each message complies with Meta’s business communication guidelines.
Regardless of how many templates you create, every single one must undergo individual review and approval.
What to do:
Confirm that your abandoned cart template status is marked as “Approved”
If the status is “In Review” or “Rejected”, the message will not be sent
Create a revised version that aligns with Meta's policies.
Tip: Non-compliant templates may cause automation failures, so it's important to confirm template approval before relying on it.
6. Feature Not Available on Your Current Plan
Automated abandoned cart messages are available only on the Pro Plan. The Free Plan allows manual messaging, but automation is a Pro-exclusive feature.
What to do:
Go to Kefi > Billing and check your current plan
If you’re on the Free Plan, consider upgrading to Pro to access automation features
Ensure your subscription is active.
Tip: After upgrading, revisit your automation setup to ensure it's activated and configured correctly.
Still Need Help?
If you’ve reviewed all of the above and your messages are still not being sent, we’re here to help you troubleshoot.
Email us at: [email protected]
Or, simply reach out via chat from your Kefi dashboard!