Checkout Agent

How the Checkout Agent works

What happens between a buyer starting checkout and Janine closing the sale.

The short version

Freway watches every checkout on your store. When a buyer stalls, Janine steps in on the best available channel. She might answer a sizing question, suggest a better-fitting product, or help them past a confusing shipping form.

You only pay commission on sales she closes.

Step by step

1. Checkout tracking

When a buyer starts checkout, Freway’s pixel collects signals:

  • What stage they’re at (entered email, filled shipping, attempted payment)
  • How long they’ve been on the page
  • Whether they’ve visited before
  • What’s in their cart and how much it’s worth

These signals feed into Freway’s decision engine.

2. Signal evaluation

Freway classifies each checkout based on the signals it collects:

  • Engage (high intent): The buyer got deep into checkout. Janine sends a direct message to help them finish.
  • Engage (low intent): The buyer started checkout but didn’t get far. Janine sends a softer message.
  • Wait: Not enough signal yet. Freway holds off and keeps watching.
  • Skip: The cart is below your minimum threshold, or the buyer already purchased.

3. Channel selection

Janine picks the best channel based on what contact info she has and what your plan supports:

  • If she has an email, she starts there.
  • If SMS or WhatsApp are enabled and she has a phone number, she can use those too.
  • Voice calls are available on Enterprise plans for high-value carts.
  • The storefront chat widget is always available if the buyer is still on your site.

4. The conversation

Janine doesn’t send a “you left something in your cart” email. She has a conversation.

Depending on the buyer’s intent, she might:

  • Answer a question about sizing or shipping
  • Suggest a related product
  • Explain your return policy
  • Offer a discount if you’ve configured one
  • Add a product directly to their cart

She pulls answers from your knowledge base and your product catalog. If she can’t handle something, she escalates to your team.

5. Conversion

When the buyer completes their purchase, Freway attributes the sale to the channel and conversation that closed it. You’ll see this in your analytics dashboard, including the commission.

Buyers who convert on their own

Freway tracks those too. If a buyer completes checkout without any interaction from Janine, it’s marked as an organic conversion. You pay zero commission on organic sales.

What happens after checkout

Once the sale is complete, the Lifecycle Agent takes over. It handles post-purchase follow-up, cross-sells, and winback conversations. The Checkout Agent and Lifecycle Agent share the same buyer profile, so there’s no gap in context.