01
Use When
A customer begins a meaningful transaction or booking action but does not complete it and the system can reliably detect the incomplete state.
02
Default Audience / State
Eligible lead/customer with a verified incomplete action.
03
Desired Customer Behavior
Return and complete the intended action.
04
Default Barrier Hypothesis To Validate
Interruption, effort, uncertainty, choice overload or technical friction.
05
80% Message Architecture
- T0 + short useful delay: REMIND — restore context and link directly back to the action.
- T+1 relative interval: REASSURE/HELP — address common friction and make assistance available.
- T+final useful interval: RECOMMEND/INVITE — simplify the decision or offer human help if value is high.
06
Offer Starting Position
Default to convenience before incentive. Monetary discount is not the automatic recovery tool.
07
Default Suppressions / Exits
Exit on completion. Suppress if item/service unavailable, customer is in a complaint state, or the incomplete event is stale/duplicated.
08
Primary KPI
Recovery completion rate; recovered revenue/value.
09
Make It Yours
Definition of incomplete action, useful recovery window, inventory/capacity checks, assistance path, CTA and technical fallback.