Hesitation detection

What counts as hesitation

Janine watches behavioral signals during checkout. She doesn’t just wait for the buyer to leave and then send a follow-up. She reads the signals while they’re still on the page.

Common hesitation patterns:

• Stalling on a step: Buyer stays on the shipping page for longer than usual. Maybe they’re comparing shipping costs, maybe they’re second-guessing the purchase.
• Payment failure: Card gets declined. Many buyers give up here.
• Tab switching: Buyer leaves the checkout tab and comes back. They might be price-comparing.
• Form abandonment: Buyer starts filling in a field and stops.

How Janine responds

Each hesitation type gets a different response. Janine doesn’t use a single template. She picks the response that worked for similar hesitations across the Freway network.

For example:

• A buyer stalling on shipping might get information about delivery times or free shipping thresholds.
• A buyer whose card was declined gets offered alternative payment methods without restarting checkout.
• A buyer who keeps returning to the product page might have an unanswered question. Janine asks.

Network intelligence

Janine classifies every resolved objection and shares anonymized playbooks across the Freway merchant network. A shipping objection strategy that works for fashion stores gets tested in beauty. The more stores on the network, the more data Janine has to work with.

No personally identifiable information crosses merchant boundaries.

Configuring thresholds

You control when Janine engages through your threshold settings. The probe delay determines how long Janine waits before reaching out. Too fast feels pushy, too slow and the moment is gone.

See Thresholds for details.