Context

When running abandoned checkout campaigns, you may have both an outreach call sequence and a separate email flow targeting the same leads. If these are not coordinated, a customer could receive a call and an email with different offers or timing, leading to a confusing or redundant experience — especially if the customer has already completed their purchase by the time one of the messages is sent.

Answer

To avoid conflicts between your abandoned checkout call and email flows, we recommend one of the following approaches:

1. Delay the call to allow time for email conversion: If your email goes out at, say, 25 minutes after an abandoned checkout, consider scheduling the outreach call to trigger after that window. This gives the customer a chance to convert via email before receiving a call.

2. Adjust your email timing to align with the call: Alternatively, update your email flow so that it does not overlap with the call sequence timing, reducing the chance of a customer receiving both simultaneously.

3. Remove emails from the outreach sequence: If you have a dedicated external email flow, you may choose to remove the email steps from the outreach campaign sequence entirely to avoid duplication.

The best approach depends on your specific setup and the offers included in each channel. The key principle is to ensure that both flows are aligned in timing and messaging so customers do not receive conflicting or redundant communications.

If you are unsure which approach suits your setup best, reach out to our support team for guidance.