Booking Initiated
Customer browses tour, selects date, enters details — then leaves without completing payment.
T+0s — Trigger event
Signal: `booking_abandoned` event fired — cart has 1 item ($89 River Rafting Tour), customer email captured, 15 minutes since last activity.
Automation rule: Recovery sequence initiated for all carts abandoned >10 min with valid email.
SMS Sent — "Don't miss out!"
Immediate SMS reminder sent to customer's phone with a direct link back to their cart.
T+2m — Automated SMS
Message sent: "Hey {{name}}, your {{tour}} booking for {{date}} is still waiting! Complete now to secure your spot → {{link}} Reply STOP to opt out."
Channel: SMS (99% open rate within 3 minutes)
Customer Opens SMS
Customer reads the SMS reminder — reminder triggers recall of the tour they were excited about.
T+4m — Customer opens SMS
Event: link_clicked — customer tapped the recovery link 2 minutes after receiving the SMS.
Session: Returns to cart page with pre-filled details from saved session.
Email Follow-Up Sent
TourBiz sends a branded email with tour highlights, availability reminder, and social proof.
T+30m — Email sent
Subject: "Your {{tour}} is waiting — and spots are filling fast"
Content: Tour summary + 2 real reviews from recent guests + "[First Name], 12 other people are looking at this date" scarcity signal + 1-click checkout button.
Personalization: {{tour_name}}, {{date}}, {{guides_name}}, {{location_map}}
Customer Re-Engages
Customer clicks through from email, sees their saved cart, and proceeds to checkout.
T+2h15m — Re-engagement
Event: booking_reengaged — customer clicked email CTA, authenticated via magic link, reached checkout.
Session data: 3 email opens, 1 link click, 1 SMS link click, 28 minutes total on site across 2 sessions.
Booking Recovered ✅
Customer completes payment. Booking marked as recovered. Revenue saved.
T+2h32m — Booking confirmed
Outcome: $89 tour booking recovered. Total time from abandonment to recovery: 2 hours 32 minutes.
Result: Revenue saved: $89. Customer received confirmation + reminder SMS. Both channels contributed to the recovery.
Attribution: SMS (first touch) + Email (conversion touch) — multi-channel recovery.