Saving and recovering product configuration

Businesses offering made-to-order personalized products have very specific customer journeys. Instead of selling ready-made items from stock, they allow shoppers to configure products step by step, choosing dimensions, colors, finishes or other attributes tailored to their individual needs. This model is especially common in industries such as home & decor, automotive, jewelery or custom apparel.

While product configurators unlock powerful personalization, they also introduce a challenge. Configuring a custom product often requires time, consideration or even consultation, especially since personalized items are usually non-returnable and come with higher price points. As a result, many customers pause the process or abandon the configuration before completing the purchase.

In this use case, you’ll create a complete scenario for saving and recovering abandoned configurations. By allowing users to send a configuration link to their email via a simple form, you can trigger a follow-up communication flow that reminds them about their unfinished product. If the purchase is not completed, the scenario can end with an incentive such as a voucher to encourage conversion.

Additionally, by collecting configuration attributes, you can use Synerise’s AI to recommend similar products from the same category with comparable features, helping customers make a final decision and increasing the chances of recovery.

Prerequisites

• Implement SDK to a website.
• Configure an email account.
• Configure AI engine.
• Configure an item catalog for recommendations. Enable similar items recommendations.
• Implement a custom event for saving configuration details, which will be available in the customer profile. In this example, the event is called configuration.saved.
  Implement custom events in your mobile application or website.
• Optionally, you can create a voucher pool.

Process

In this use case, you will go through the following steps:

1. Create a dynamic content template which displays the saving configuration form on the website.
2. Create an aggregate returning configuration details.
3. Create an AI recommendation returning similar items.
4. Create an email template with the link to saved configuration details and similar product recommendations.
5. Create a workflow which sends your customers an email with saved configuration details after submitting the form.

Create a dynamic content template

Create a dynamic content template that displays a button on your website leading to a form. The form should include a direct link to the saved configuration and additional fields for the customer’s name and email address. After providing consent, the user receives a link to their configuration via email. This dynamic content will generate the configuration.saved event on the customer’s profile which stores the selected configuration attributes, such as color, size, and other chosen options, as parameters. You can use a ready-made template available on the Synerise Demo workspace.

1. Go to Experience Hub > Dynamic content > Create new.
2. Enter the name of the dynamic content.
3. Choose Insert Object type.
4. As the audience, select everyone.
5. In the Content section, select Simple message, and specify the CSS selector where you want to insert your campaign.
6. In the Content tab, click Create Message.
7. In the code editor, create a dynamic content based on your preferences and your own CSS styles. The JavaScript should track the configuration options selected at each step and save them as parameters within the configuration.saved event.
8. Save the template.
9. In the Schedule section, select the date when the dynamic content is activated.
10. In Display settings, configure the settings based on your business needs.
11. Confirm by clicking Apply.
12. Optionally, you can define the UTM parameters in the UTM & URL parameters section. Otherwise, click Skip step.
13. Activate the dynamic content.

Create an aggregate

Create an aggregate which returns the product data from the saved configuration and which will be later used in the email template.

1. Go to Behavioral Data Hub > Live Aggregates > Create aggregate.
2. As the aggregate type, select Profile.
3. Enter the name of the aggregate.
4. Click Analyze profiles by and select Last.
5. From the Choose event dropdown list, select the configuration.saved event.
6. As the event parameter, select configuration_data.
7. Define the period which the aggregate will analyze. Confirm your choice with the Apply button.
8. Click Save.

Create an AI recommendation

In this part of the process, you will configure a similar items recommendation which will be later used in the email template.

1. Go to AI Hub > (AI Recommendations) Models > Add recommendation.
2. Enter the name of the recommendation (it is only visible on the list of recommendations).
3. In the Type & Items feed section, click Define.
4. From the Items feed dropdown list, select an item feed.
5. In the Type section, choose the Similar items recommendation type.
6. Confirm the settings by clicking Apply.
7. In the Items section, click Define.
   1. Click Add slot.
   2. Define the minimum and maximum number of items that will be recommended to the customer in each slot.
   3. Optionally, define Static filters and Elastic filters.
   4. Confirm by clicking Apply.
8. Optionally, you can define the Boosting factors and settings in the Additional settings section.
9. In the right upper corner, click Save.

Create an email template

You can use a ready-made template with an HTML block (available on the Synerise Demo workspace). Copy it and edit according to your needs. In the configuration, we will use the aggregate and AI recommendation created in the previous steps.

1. Go to Experience Hub > Email.

2. On the left pane, click Templates and from the list of template folders, select USE CASE.

3. Select [UC] Saving product configuration template.
   Result: You are redirected to the code editor.

4. Edit the template according to your needs. Use the aggregate and recommendation created in the previous steps.

   Tip: To add all product configuration data using a single aggregate, use Jinjava’s dedicated “split” filter to separate such information

5. After you make changes to the template, you can check the preview.

   1. Click the Preview contexts button on the upper left side.
   2. Enter the ID of a customer.
   3. Click Apply.

   

6. If the template is ready, click the arrow next to Use in communication in the upper right corner, and from the dropdown select Save as.

7. On the pop-up:

   1. In the Template name field, enter the name of the template.
   2. From the Template folder dropdown list, select the folder where the template will be saved.
   3. Confirm by clicking Save.

8. Repeat all the steps to create an additional message which will serve as a reminder of an abandoned configuration. Optionally, you can create a voucher pool and assign a discount as an incentive to complete the order.

Create a workflow

In this step, create a workflow which sends customers an email with their saved configuration details.

1. Go to Automation Hub > Workflows > New workflow.
2. Enter the name of the workflow.

Define the Profile Event trigger node

At this stage, you will configure conditions that launch the workflow. As a trigger, we will use the configuration.saved event, which is generated after submitting the form.

1. As the first node of the workflow, add Profile Event. In the configuration of the node:
2. From the Choose event dropdown menu, choose configuration.saved event.
3. Confirm by clicking Apply.

Define the first Delay node

This node creates a 10 seconds delay before moving to the next condition of the workflow. It helps you minimize the risk that possible server errors or delays will influence your workflow.

1. Add the Delay node. In the node settings:
   1. In the Delay field, type 10.
   2. From the dropdown list, choose Second.
2. Click Apply.

Configure the first Send Email node

At this stage, you will send an email with confirmation for users who fill out the form requesting sending configuration link to their email address.

1. As the next node, add Send Email. Configure it according to your business needs.
2. Configure the Sender details section.
3. Configure the Content section.
   1. In the Subject field, enter your message subject.
   2. In the Template section, choose the template email template prepared in the previous step.
   3. You can define UTM & URL parameters.
4. Confirm by clicking Apply.

Define the second Delay node

This node creates delay before checking whether the transaction has been made prior to sending a reminder. In our case, we assumed it will be 24 hours.

1. Add the Delay node. In the node settings:
   1. In the Delay field, type 24.
   2. From the dropdown list, choose Hours.
2. Click Apply.

Define the Profile Filter node

As the next step, add the Profile Filter node, which checks if the customer made a transaction in the last 24 hours. If the customer has not made a purchase, we will send them a reminder email, optionally with a discount coupon, and if they have, then the workflow ends.

1. Add the Profile Filter node.
2. Select New Audience, click Define conditions, change Find all profiles matching this condition to Find all profiles not matching this condition and from the Add condition dropdown list, select the transaction.charge event.
3. As the date range, select Last 24 hours. Confirm your choice with the Apply button.
4. To the matched path, add the Send Email node.
5. To the not matched path, add the End node.
6. Click Apply.

Configure the second Send Email node

At this stage, you will send an email with reminder for users who filled out the form requesting sending configuration link to their email address and didn’t make any purchase within last 24 hours.

1. As the next node, add Send Email. Configure it according to your business needs.
2. Configure the Sender details section.
3. Configure the Content section.
   1. In the Subject field, enter your message subject.
   2. In the Template section, choose the template email template prepared in the previous step.
   3. You can define UTM & URL parameters.
4. Confirm by clicking Apply.

Add the finishing node

1. Add the End node.
2. In the upper right corner, click Save & Run.

Check the use case set up on the Synerise Demo workspace

You can check all the analytics and templates directly in the Synerise Demo workspace:

• dynamic content displaying the saving configuration form on the website
• aggregate returning configuration details
• AI recommendation returning similar items
• email template containing the link to saved configuration details and, optionally, similar product recommendations
• workflow sending an email with saved configuration details after submitting the form

If you’re our partner or client, you already have automatic access to the Synerise Demo workspace (1590), where you can explore all the configured elements of this use case and copy them to your workspace.

If you’re not a partner or client yet, we encourage you to fill out the contact form to schedule a meeting with our representatives. They’ll be happy to show you how our demo works and discuss how you can apply this use case in your business.

Read more

• Aggregates
• Dynamic content
• Dynamic content template builder
• Email templates
• Recommendations
• Voucher pools