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Salesforce Cart Abandonment

Think of an abandoned cart as an incomplete story. Use it as an opportunity to understand, reconnect, and convert hesitant users into committed buyers.

1. Go to Cart Abandonment > Integration Settings > Select Salesforce Marketing Cloud > Activate Integration

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2. Sign into Salesforce Marketing Cloud in a new tab > Your name in the top right > Setup

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3. In the menu on the left select Platform Tools > Apps > Installed Packages

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4. On this page select New

5. Under name put whatever you like, for this example we’ll use TickX Cart Abandon, you can populate the description too, although this isn’t required.

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6. Select Add Component > API Integration > Next > Server-to-Server

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7. Under permissions select Channels > Emails > Read, Write and Send. Once selected press save

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8. Once you’ve pressed save you’ll be prevented with your Client Secret, copy and paste that into TickX.

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9. Close the modal and on this page you’ll see your client ID and your tenant subdomain. Copy your client ID over. To get your tenant subdomain look at the Authentication Base URI and copy the combination of numbers and letters after https:// and before the .auth.marketingcloudapis.com/. In this example it would be mcakpzxdpy8lyjzgaesf5b3r5a9q 

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10. For the Account ID select your business name in the top right of the salesforce app to the left of your name, then in the drop down select the numbers after MID: In this example it’d be 12345678

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11. For the Subscriber List field exit Setup by clicking the Salesforce icon in the top left then select Email Studio > Email

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12. From the Email page select Subscribers at the top > All Subscribers > Properties, then copy the External Key and paste it inside of the Subscriber List field inside of TickX. In this example the value would be All Subscribers - 12345

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13. Add New Email > My Email > Add Email

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14. Add your email name - as you can have multiple cart abandon emails set-up, this is a way to differentiate the email trigger list. E.g. Cart Abandon - All Users


Inside of Salesforce go to Email > Content > Select the email you want to send > Copy the customer key, in this example it’s 00000000-0000-0000-0000-000000000000

Add Email Customer Key


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16. When creating a new email here is a list of fields available to you to use.

  • FNAME: Customer first name.
  • LNAME: Customer last name.
  • PREHEAD: Preview text for inbox snippet.
  • MC_PREVIEW_TEXT: Alternate preview-text field used by some templates.
  • BOOKING_DATE: Formatted event date.
  • BOOKING_NAME: Event or booking name.
  • BOOKING_VENUE: Venue name.
  • TICKET_TYPES: Summary of ticket types in the basket.
  • ORDER_SUMMARY: HTML order summary block.
  • ORDER_SUMMARY_RAW: Plain/raw version of the order summary.

    The following fields are required

  • TICKX_UNSUBSCRIBE_URL: Unsubscribe link for cart-abandon emails.
  • FLOW_URL: Checkout/cart recovery link for the CTA.
  • TICKX_TRACK_PIXEL: Hidden tracking pixel for cart-abandon reporting.

17. When you’re ready make sure to activate the email flow and press save then you’re ready to go.