Cart Abandonment Email Personalization

[trojanHorse12]

Hi all,

I have an urgent ask and a quick reply would be appreciated.

We have a cart abandonment journey that triggers on productAdd (any item added to the cart). We also receive a separate status event after any add/remove action, which contains the full cart state.

The flow is:

1. User adds a product → productAdd triggers the journey

2. Journey waits 1 hour for a purchase event

3. If no purchase event is received, we send an email with the products in the cart

The issue is that the user may continue adding items during that 1 hour window. How can we ensure the email reflects the updated cart state at the time of send?

[Karuppiah_Sakthivel]

The best way to ensure your cart-abandonment email always reflects the latest cart state is to store the full cart in a profile attribute when you receive your “cart status” event. Journey Optimizer resolves personalization tokens at send time, not at journey-entry time.

So even if the journey was triggered by an earlier productAdd event, the email will use the most recent value from the profile when it is actually sent.

You can find this behavior documented here:
https://experienceleague.adobe.com/en/docs/journey-optimizer/using/content-management/personalizatio...

Once your cart snapshot is stored on the profile, you can reference it inside your email with personalization tokens (e.g., {{profile.cartItems}}), and AJO will automatically pick up the updated cart if the user adds or removes items during your 1-hour wait.