AI Cart Recovery Call Scripts: Principles and Examples
Design Shopify AI cart-recovery calls that disclose AI use, diagnose objections, stay concise, and escalate appropriately.
Published by Winback AI ·
Key takeaway: The script should guide a useful conversation, not force every shopper through the same pitch.
Open with identity and purpose
The assistant should name the store, disclose that it is an AI assistant, explain that the call concerns an incomplete checkout, and ask whether it is a good time. Avoid pretending to be a human.
Diagnose before offering
Ask one open question about what prevented completion. Use approved store facts for shipping, product, payment, and returns questions. When the answer is unknown, offer a handoff or callback instead of inventing information.
- Keep the first turn short
- Confirm before sending a link or code
- Honor opt-outs immediately
- Escalate high-intent or sensitive questions
Close with a clear next step
Summarize the agreed action: send a checkout link, provide a one-time FuseCode, connect the merchant, schedule a callback, or end contact. Record the outcome for the merchant.