Email from a person’s mailbox, not a no-reply address
Ava at Northline Goods <ava@northlinegoods.co>
Your trail runners are still in your cart
Hi Sam,
You left the trail runners (size 9) in your cart this afternoon. I kept them there for you. If the fit was the question, our size guide is one tap away, or reply to this email and I’ll answer.
Finish your order
Ava, Northline Goods
ACR sends from a mailbox you connect, under the agent's name and your signature. The email is written for the shopper's cart, and when they reply, the reply comes back into the same run so the conversation carries on.
What an email does
One step in a sequence, not a separate flow
Sits in the same run as the call and the text
Email is a step in the campaign's outreach sequence. The agent knows what was already said on the phone or by text.Comes from your mailbox
Connect a Gmail or Google Workspace mailbox; Microsoft 365 and SMTP mailboxes cannot send yet. ACR checks the domain's records when you add the mailbox and again when you ask.Reads the reply
Replies are read back into the run and sorted as positive, undecided or negative, like a text reply.
Email settings
What you decide for email
Mailbox
The sending address
Pick the mailbox each campaign sends from. The secrets for it are stored encrypted.Sender
Name and signature
The agent's name in the From line and the signature you write for each language profile.Links
Tracked checkout links
The shopper's own checkout link, or a fixed page, with your UTM parameters and optional shortening.Sequence
When it goes
A first email and pings, each a set delay after the step before, inside the shopper's allowed days.
In the run
Every email next to the call and the text it follows
Run · Recover checkout
Shopper in Austin, TX · 2:02 pm local
Checkout left open
abandoned2 items · $86.00 · no activity for 30 min
14:02
Call
engagedAnswered · 2 min 10 s · asked about sizing
14:35
Text with the checkout link
deliveredSent during the call, at the shopper's request
14:38
Order placed
recoveredMatched to the campaign by its discount code
15:12
Open a shopper in Leads and the run shows each step in order: when it was due, what was sent, whether it was opened or clicked, and how the shopper answered.
Works with the tools you already use
Connect your store, then start from the recommended campaign settings.
Before every email
What ACR checks before an email goes out
| What you get | Growth Dept ACR |
|---|---|
| No order yetAn order from the shopper cancels every step still waiting. | |
| Consent for email on fileWith the consent check on, the default, a shopper is emailed only when the store recorded email consent. | |
| Not suppressedAddresses on the store's suppression list for email are skipped. | |
| Mailbox connectedThe campaign's mailbox is connected and its domain records still check out. |
On before the first call
Defaults that protect the shopper and the store
8–9
Calls and texts in the shopper's own hours
The recommended schedule is 8 am to 9 pm where the shopper is, with stricter state and country rules and public holidays applied on top.
STOP
An opt-out is read before anything else
STOP, HELP and START are handled before any other reply. An opt-out adds the shopper to the store's suppression list and ends the run.
Order
A purchase ends the outreach
When the order arrives from the store, every step still waiting is cancelled and the order is matched to the campaign that earned it.
Questions
Questions about this part of ACR
Something not covered here?
Ask us on a call, or read the full list of questions.
- 01
Whose phone number and mailbox are used?
Calls and texts come from phone numbers set up for your store in ACR, one per country you reach. Emails go out from your own Gmail or Google Workspace mailbox, so replies land where your team already reads them. Microsoft 365 and SMTP mailboxes cannot send yet. - 02
What happens when a shopper replies?
Replies and call outcomes sort the run as positive, undecided or negative. Each of those can have its own follow-up sequence, or none. - 03
When does outreach stop?
When an order arrives for that shopper, when they opt out, when they ask for a person and the conversation is handed to your team, or when the sequence runs out.
Keep exploring
More of the product
Find out what your abandoned checkouts are worth
Book a 45-minute call with the Growth Dept team. We look at your checkout, where your shoppers are and which channels suit them, and tell you whether ACR fits.