Use chat to address the question holding up a purchase
Tidio's abandoned cart flow is worth exploring if you want to offer help while a shopper is deciding whether to buy. Start with the question behind the hesitation: shipping, sizing, compatibility, or something else. A discount does not need to be your first response.
Tidio documents Shopify tracking and a Cart abandoned template in Flows, its condition-based automation builder. See the official abandoned cart tracking guide, checked October 3, 2026.
This guide covers the flow's setup and role in your store. It is separate from training Lyro to answer questions or connecting order-status information. If Tidio is new to your store, begin with the installation guide and choose one job for your trial.
Give chat and recovery email different jobs
An on-site offer of help and a later recovery email are different customer experiences. Shopify's abandoned checkout guidance describes recovery emails that let a customer resume checkout. Review that alongside any automation you already use.
A clear division might be: chat handles a shipping question now; email offers a way back to the checkout later. If both channels immediately push the same discount, it becomes harder to tell what each is meant to achieve.
List the existing messages, where they appear, and what they ask the customer to do. Do not assume that detecting a cart means you have an email address or permission to send marketing. The conditions for sending email belong to the email system you use.
This simple inventory also helps your team answer customer questions. Staff should know which offer, if any, the shopper has already received before proposing another one.
Check the Flows allowance separately
Price the feature you intend to use: Flows usage is distinct from human support and Lyro AI usage. Tidio's pricing page explains these different units. Pricing and the Shopify App Store listing were checked October 3, 2026.
Tidio offers a free plan and a seven-day trial. Before activating a flow, review the allowance shown in your account, when it resets, and what changes if you choose a paid plan. A live chat subscription should not be treated as unlimited access to every automation feature.
For budgeting, separate the audience you want to reach with the flow from the support conversations your team handles. Avoid building a business case around assumed recovered revenue. First establish whether the message reaches the right situation and leads to useful conversations.
Our Tidio pricing guide covers the broader plan structure. Keep the first trial focused on the flow you actually plan to run.
Enable Shopify tracking and review the template
The documented Shopify setup begins with tracking, then moves to the Cart abandoned template. The same help article also describes a code-based approach for other platforms; Shopify merchants should follow the Shopify section.
In Settings, open Tracking and Manage tracking, select Shopify, and save. Then look for Cart abandoned under Increase Sales in Flows. The documented starting point is a New Event trigger with the abandoned cart event. A trigger is the condition that starts the flow. See Tidio's setup instructions.
Read the template before editing it. Changing the customer-facing message and changing the starting condition are different actions. Make the smallest changes needed to match your store, then check the result through a shopping journey.
If you have recently changed themes or other storefront apps, also confirm that the chat widget appears as intended. A saved setting alone does not show what the customer will see.
Start with a useful invitation to ask
Make the first message specific enough that the shopper knows what help is available. For example: “Questions about shipping or sizing? Ask us here.” This is a suggested line for your store, not a quotation from the template.
If you offer choices, make sure each one leads somewhere useful. Shipping, product selection, and return conditions may be enough for a first version. A long menu can create extra work without making it easier to ask a question.
Treat discounts as a separate merchandising decision. Confirm eligibility, expiry, and whether the code combines with other offers before including one. A product question may be resolved with information alone.
Write the message around your team's availability too. If someone cannot respond immediately, explain when a reply is available or where the customer can leave a request. The wording should match the service your team can provide.
What to check before leaving it running
Review the message from both a customer's and a support agent's perspective. Look at where it appears, whether the wording fits, and what happens after a person asks for help. Include mobile devices in that check.
Do I need Lyro for this setup?
The linked instructions concern a Flows template. Treat Lyro's AI answers as a separate feature when planning your setup and checking allowances.
Can I keep my current recovery emails?
Plan around them. Compare the timing and wording of chat and email so that the customer receives a coherent experience. Review any existing discount before adding another one.
What should I record during the trial?
Keep a brief note of the message shown, the question asked, and whether the team could handle it. If the flow gets little response, check relevance and placement before making the offer more aggressive.
Try one focused flow first
Use Tidio's trial to connect tracking, the trigger, the message, and the reply path. One clear flow gives you a better starting point than several overlapping automations. Share its wording with whoever manages recovery email so both channels support the same customer journey.
