Cart recovery · Cable/Internet on spectrum.com

Help customers finish what they started

A proposed recovery journey for the documented first use case. Mobile and other products are expansion concepts with their own dependencies.

Why this matters for Spectrum

Follow up while the decision is active

Current prep reports a delay of roughly two days through the marketing database — a reported pain point, not a measured service level.

Reported in prep· EV-1020

Return to the right order

Let the customer return to a saved or incomplete order with the right context and a validated resume link.

Needs validation· EV-1015

Stop when the order is done — anywhere

Suppress reminders after completion online, by phone, through an agent or in store, and coordinate email with an eligible mobile channel.

Reported in prep· EV-1020

What Spectrum's Attentive account shows today

Verified account data· EV-ATTN-1023

Cart recovery: No cart or browse abandonment journey is live. A “Cart Abandonment” journey exists as an unpublished draft last edited in September 2025: one generic text after a short wait, with a purchased-or-not check.; The Cable/Internet recovery journey is new work. The old draft can be retired or rebuilt around the qualifying-stage, completion and resume-link checks.
Live journeys: Live Residential journeys are the sign-up welcome series, English and Spanish broadband-label service messages (transactional), and two segment-triggered marketing sequences.; Service messages already run as transactional. Keep them out of the promotional contact policy.
RCS: September campaigns already went out as RCS with an SMS fallback (text-only RCS, no suggested-reply buttons).; RCS is in use for campaigns. What share of Residential subscribers RCS reaches is still unknown.
Frequency limit: Attentive's frequency limit was active in September and held back about 4 messages for every 100 delivered.; A contact-policy setting exists. Its exact rule needs to be read before finalizing the one-mobile-contact-per-day proposal.
Order tracking: Attentive attributed almost no orders to September texts and recorded no revenue, so orders aren't flowing back into Attentive.; Order-completion and incremental-conversion metrics need an order feed before they can be reported.
Consent wording: Live sign-up forms carry Spectrum's marketing consent disclosure, which already names cart reminders. Text-to-Join keywords on the account include OFFERS and JOIN.; Concepts reuse the live disclosure. New placements and keywords still need Spectrum confirmation.
Spectrum Business: A few Spectrum Business campaigns and journeys run from the same Attentive account.; Business sends are excluded from every Residential figure here. Audiences and consent stay separate.

Read-only check, Oct 23, 2026. Residential only; no subscriber data.

Two entry paths

Saved cart and abandoned checkout are different moments

Path 1

Explicitly saved cart

The customer asks to save progress or receive a resume link.
Stage A: requested save confirmation — sent on request, tracked separately.
Stage B: one later recovery reminder — counted separately from Stage A.
Wording may say “Your Spectrum order is saved.”

Path 2

Abandoned checkout

The customer reaches a defined qualifying stage, such as providing contact details.
No completed order is present after a validated waiting period.
A product-page view or address check alone is not cart abandonment.
Wording never implies the cart was saved.

Proposed journey

One reminder stage, checked before every send

Default initial scope: Cable/Internet on spectrum.com. The October 15 draft proposes roughly a one-hour wait — editable here, pending validation.

Pending validation · not activeProposed· EV-1015

Step 1
Customer saves progress
Entry event
Asks to save the order or receive a resume link. A requested save confirmation is sent and counted separately.
Step 2
Identity and contactability
Recognized ≠ authenticated. Confirm a contactable subscriber with the right channel permission.
Step 3
Waiting period
60 minutes — October 15 draft proposes about one hour, pending validation.
Wait (minutes)
Step 4
Completion, consent and eligibility checks
No completed order (online, phone, agent, store), no opt-out, current serviceability, valid resume link.
Step 5
Channel experiment
Email-only · RCS-only · coordinated email + RCS. Allocation unset.
Step 6
One recovery reminder stage
No second recovery stage by default.
Step 7
Exit
On completion, opt-out, newer activity, or after the single stage.

This flow is a proposed design for discussion. It is not configured or running.

Proposed pre-send checks

Needs validation

Valid identity
Qualifying incomplete order
Current serviceability and offer eligibility
Correct channel permission and message classification
Valid resume link
No completed order (any channel)
No opt-out
Quiet-window compliance
Deduplication per qualifying cart/customer
Contact-policy priority

A phone number alone is not proof of permission. Service-message permission is not reused as marketing permission. Repeat events are deduplicated per qualifying cart/customer; obsolete reminders are suppressed after newer activity or completion. Retention and link expiry are to be validated.

Cross-channel completion suppression

Each completion source needs an agreed identity and a feed or check fast enough for the chosen wait.

Online (spectrum.com)Identity match & feed latencyNeeds validation
PhoneIdentity match & feed latencyNeeds validation
Agent-assistedIdentity match & feed latencyNeeds validation
StoreIdentity match & feed latencyNeeds validation

Completion freshness vs. 60-minute wait

Resume link

Batch or file-based feeds may not reliably support a one-hour reminder. If freshness or the resume link can't support the journey, it is flagged blocked.

Channel experiment

Email-only, RCS-only, or coordinated

Reflects the October 15 draft. Allocation stays unset until reachable, eligible populations and consent coverage are known; arms are compared only within a comparable population.

Proposed· EV-1015

Arm A · Email only

Proposed

The October 15 draft proposes email as available at launch; reach depends on permitted, identified recipients.

A1 recovery email

Primary metric: Completed orders vs. holdout
Guardrail: Unsubscribe rate (journey)
Allocation: Unset — pending eligible population and consent coverage

Arm B · RCS only

Proposed

A rich mobile card brings the customer back faster where RCS is reachable.

A1 RCS message (SMS fallback where supported — still one mobile attempt)

Primary metric: Completed orders vs. holdout
Guardrail: Mobile opt-out rate (journey)
Allocation: Unset — pending eligible population and consent coverage

Arm C · Coordinated email + RCS

Proposed

Two coordinated channel messages in one stage outperform either alone.

AMessage 1: recovery email
BMessage 2: RCS, staggered Stagger in minutes min after the email

Primary metric: Completed orders vs. holdout
Guardrail: Opt-out rate by channel
Allocation: Unset — pending eligible population and consent coverage

Two channel messages in one recovery stage — not “one send.”

Arm C in two lanes: what the click changes

Reported in prep· EV-1023Proposed

Email lane

RCS / SMS lane

Customer saves progress
Wait 60 minutes
Then completion, consent and eligibility checks.
Email
Recovery email
Message 1
Return to your order with {{resume_url}}.
Stagger 30 minutes
Before message 2: what did the customer do with the email?
- Ordered (anywhere)
  Stop. No text is sent.
- Clicked, no order
  Text offers help finishing: “Need a hand completing your order?”
- No click
  Text sends the standard reminder.
RCS / SMS
Recovery text
Message 2
One mobile attempt: RCS, or SMS fallback where supported.
Exit
No second recovery stage. Clicks, not opens, are the signal — some email apps open messages automatically.

Recovery creative

Cable/Internet drafts: email, text and RCS

Placeholders like {{resume_url}} and {{approved_service_label}} stand in for validated values. No price, scarcity, expiry, contact number or incentive.

Subject: Your Spectrum order is saved

Your Spectrum order is saved. Return when you're ready.

Pick up where you left off with {{approved_service_label}}. Your details are waiting.

Return to my order

No price, scarcity, expiry, phone number or incentive. Personal data never appears in the link or preview.

You're receiving this because you asked for updates from Spectrum.

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Concept creativeStyled from spectrum.com · not an approved Spectrum template

Footer wording: Draft wording · needs Spectrum legal approval

SpectrumSMS

Spectrum: Your order is saved. Return when you're ready: {{resume_url}} Msg & data rates may apply. Reply STOP to opt out.

Concept creativePlain text · validated alternative or RCS fallback

Opt-out wording: Draft wording · needs Spectrum legal approval

SpectrumRCS

Image area · requires approved asset

Your Spectrum order is saved

Return when you're ready to finish setting up {{approved_service_label}}.

Return to my order

Concept creativeRCS concept · reachability unverified

“Your Spectrum order is saved” is used only on the explicitly saved-cart path.

Readiness

What needs validation before anything runs

Technical detail lives in the presenter drawer.

Cart recovery readiness
Area	Question	Status
Event definition and coverage	Are qualifying cart/checkout events defined and captured across pages, reloads and navigation?	Needs validation
Identity	How is a recognized visitor matched to a contactable subscriber? A recognized visitor is not necessarily authenticated.	Needs validation
Permissions	What share of the residential flow has marketing SMS/email permission? A phone number alone is not permission.	Needs validation
Resume URL	Does a resume link restore the saved/incomplete order safely without exposing personal data?	Needs validation
Online completion	Can an online completed order suppress a pending reminder within the wait period?	Needs validation
Phone, agent and store suppression	Is there an agreed identity and feed/check for phone, agent and store completions?	Needs validation
Channel reachability	Which recipients are RCS-reachable, and is SMS fallback configured?	Needs validation
Template approval	Are email, SMS and RCS templates and disclosures approved?	Needs validation
Retention	How long are cart events and identity retained?	Needs validation
Attribution	Which attribution window and control design will measure recovery?	Needs validation

Measurement

Journey metrics, kept separate from campaigns

Order confirmation is separate from recovery. Nothing here is presented as part of the currently approved scope without verification.

Journey metric definitions
Metric	Definition	Denominator	Attribution	Value
Eligible abandoners	Qualifying incomplete orders passing pre-send checks	Count per period	n/a	Not yet available Event coverage is not yet validated.
Time from qualifying event to send	Median minutes between qualifying event and reminder send	Reminders sent	n/a	Not yet available Roughly two days is reported in prep, not measured.
Delivery rate	Delivered ÷ attempted, per channel	Attempted messages	n/a	Not yet available No journey is active.
Recovery clicks	Unique recipients who opened the resume link ÷ delivered	Delivered recipients	48 hours	Not yet available No journey is active.
Completed orders (recovery)	Completed orders (any channel) ÷ eligible abandoners	Eligible abandoners	To be agreed	Not yet available Needs completion feed.
Downstream activation	Recovered orders that activate service ÷ recovered orders	Recovered orders	To be agreed	Not yet available Available only if activation data is shared.
Incremental conversion vs. control	Arm completion rate − holdout completion rate within a comparable population	Randomized eligible abandoners per arm	Matches test design	Not yet available Requires a randomized holdout.