Getting Started

How it works

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

The short version

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

You only pay commission on sales she actually closes.

Step by step

1. Checkout tracking

When a customer starts checkout, Freway’s pixel begins collecting 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. It decides one of four things:

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

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 customer is still on your site.

4. The conversation

This is the part that matters. Janine doesn’t send a “you left something in your cart” email. She has a conversation.

Depending on the customer’s intent, she might:

  • Answer a question about sizing or shipping
  • Suggest a related product they might like better
  • 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 (if you’ve uploaded documents) and your Shopify product catalog. If she can’t handle something, she escalates to your team.

5. Conversion

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

What about customers who buy on their own?

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