Reconnect helps you identify customer activity across previously unrecognized devices and browsers, allowing you to reach more people in your event-based flows like Checkout Abandonment, Cart Abandonment, and Browse Abandonment.
To take full advantage of Herb Reconnect, we recommend using a conditional split that checks if someone can receive SMS marketing—and then using both SMS and email appropriately in the flow.
Recommended Setup: Use Conditional Split to Target by SMS Consent
To determine the best communication channel, use the following split logic:
If someone can or cannot receive marketing
Person can receive SMS marketing
This allows you to split your flow into two paths and engage each user based on their reachable channel.
📲 Yes Path – Can Receive SMS Marketing
- Send an SMS message to immediately engage the user.
- Follow up with an email if needed (e.g., if no response to SMS after X hours).
- SMS works well for quick nudges, reminders, and limited-time offers.
📧 No Path – Cannot Receive SMS Marketing
- Send an email to reach the user through their subscribed inbox.
- You can also consider sending a series of follow-up emails based on open/click behavior.
Why Use Both SMS and Email?
Using both channels ensures you're:
- Maximizing your reach with Reconnect identities across all available devices.
- Personalizing communication based on consent.
- Boosting conversion rates by engaging users on the channel they’re most responsive.
- Recovering more revenue by covering both marketing-eligible paths.
Where to Use This Strategy
Apply this approach in all event-based flows that are revenue-critical:
- Herb Reconnect Checkout Abandonment Flow
- Herb Reconnect Cart Abandonment Flow
- Herb Reconnect Browse Abandonment Flow
Each flow should start with the “Can receive SMS marketing” conditional split to branch users accordingly.
Example Flow Structure
- Trigger: Herb Reconnect Checkout Started.
- Conditional Split: Can Receive SMS Marketing
- Yes → Send SMS reminder → Optional: Follow-up email
- No → Send Email → Optional: Add secondary follow-up email
Final Tip
Using both SMS and email in tandem—with smart flow logic powered by Reconnect—ensures you’re not missing any opportunities. This strategy not only increases recovered revenue but also builds better customer experiences.