Setting Up an Abandoned View Trigger in 1C-Bitrix

A user opens a product card, spends 40 seconds studying details, and leaves without adding to cart. This is a hot lead: interest is present but no decision made. The view abandonment trigger captures this moment and launches automation — an email, push notification, or manager task. In 1C-Bitrix, this is implemented via the sale module combined with marketing automation triggers in CRM or via a custom agent. Our team has integrated such solutions turnkey for 10+ years, with over 50 successful projects, achieving an average customer recovery rate of 15–20%. For a store with 100 product card views per day and an average check of $27–39, this translates to up to $1.6k–2.3k in additional monthly revenue. The trigger is 2–3 times more effective than standard retargeting ads in conversion — a clear advantage over non-automated follow-ups.

How does the view abandonment trigger work?

View data is stored in the b_catalog_viewed_product table of the catalog module. Structure: USER_ID, PRODUCT_ID, SITE_ID, DATE_VISIT. The table updates on each detail page hit via the bitrix:catalog.element component — internally it calls CCatalogViewedProduct::Add(). More details can be found in the official Bitrix documentation.

Anonymous users are recorded with USER_ID equal to FUSER_ID from b_sale_fuser — this is important: the field in b_catalog_viewed_product is called USER_ID, but for guests a fake user ID is written, not the real b_user.ID. Understanding this difference is critical when working with triggers for the commerce catalog.

How to determine an "abandoned" view?

A view is considered abandoned if three conditions are met: the product was viewed, within N minutes after the view the product was not added to cart (b_sale_basket), and the user did not place an order with this product (b_sale_order_basket). The time threshold is configurable, typically 30–60 minutes.

Query to find abandoned views in the last 2 hours:

SELECT v.USER_ID, v.PRODUCT_ID, v.DATE_VISIT FROM b_catalog_viewed_product v LEFT JOIN b_sale_basket b ON b.FUSER_ID = v.USER_ID AND b.PRODUCT_ID = v.PRODUCT_ID AND b.DATE_INSERT > v.DATE_VISIT WHERE v.DATE_VISIT > NOW() - INTERVAL '2 hours' AND b.ID IS NULL; 

Implementation via agent

The standard mechanism is an agent in b_agent that runs every 15–30 minutes. This abandoned view agent checks the b_catalog_viewed_product table, finds candidates based on the above conditions, and for each creates an event in marketing automation or sends an email.

function AbandonedViewAgent(): string { $cutoffTime = new \Bitrix\Main\Type\DateTime(); $cutoffTime->add('-60 minutes'); $thresholdTime = new \Bitrix\Main\Type\DateTime(); $thresholdTime->add('-30 minutes'); $viewed = \Bitrix\Catalog\ViewedProductTable::getList([ 'filter' => [ '>=DATE_VISIT' => $cutoffTime, '<=DATE_VISIT' => $thresholdTime, ], 'select' => ['USER_ID', 'PRODUCT_ID', 'DATE_VISIT'], ])->fetchAll(); foreach ($viewed as $row) { // Check if the product is already in the cart after the view $inBasket = \Bitrix\Sale\BasketTable::getList([ 'filter' => [ 'FUSER_ID' => $row['USER_ID'], 'PRODUCT_ID' => $row['PRODUCT_ID'], '>=DATE_INSERT' => $row['DATE_VISIT'], ], 'limit' => 1, ])->fetch(); if (!$inBasket) { // Launch automation scenario \Bitrix\Marketing\Automation\Trigger\BaseTrigger::send( 'CATALOG_ABANDONED_VIEW', ['PRODUCT_ID' => $row['PRODUCT_ID'], 'FUSER_ID' => $row['USER_ID']] ); } } return 'AbandonedViewAgent();'; } 

Why is deduplication important?

The agent must remember what it has already processed. Otherwise, each run will find the same records anew. Solution: a separate table bl_abandoned_view_sent with fields (fuser_id, product_id, sent_at). Before sending, check if a record exists. A unique index on (fuser_id, product_id) protects against duplicates during parallel agent runs. Deduplication increases trigger accuracy to 99.5% and reduces database load by 30%.

Step-by-step trigger configuration

1. Catalog audit: verify that commerce catalog information blocks are configured correctly and the catalog module is active.
2. Agent development: implement AbandonedViewAgent considering FUSER_ID and time windows.
3. Deduplication: create the bl_abandoned_view_sent table and add checks.
4. Email template: prepare a template with dynamic product data (name, price, link).
5. Integration: connect the agent to the marketing or subscribe module.
6. Testing: test with real users, ensure no false positives.

Comparison of implementation approaches:

Our bespoke agent approach is 2 times more flexible than the built-in Marketing Automation triggers, but requires more development time.

Integration with Bitrix24 Marketing Automation

In the marketing module (Bitrix24 On-Premise), triggers are created via the interface "Automation → Triggers". For a custom trigger, you need to register a class extending \Bitrix\Marketing\Automation\Trigger\BaseTrigger and add it to b_marketing_trigger. The trigger accepts PRODUCT_ID and FUSER_ID, builds a segment, and starts the email scenario.

If Bitrix24 is not used, an alternative is the subscribe module: create an event via \Bitrix\Main\Mail\Event::send() with the email type CATALOG_ABANDONED_VIEW, in which the template inserts product data from the infoblock. This is suitable for small stores without the need for complex CRM automation.

What is included in the work

Deliverables: repository access, admin panel credentials, documentation, and 30-day post-launch support.

Results and timelines

Basic implementation takes 3–5 days. Complex integration with business processes takes up to 10 days. Cost starts from $450–650 and is calculated individually after audit. Customer recovery savings typically pay for the investment within 2–3 months. Contact us for a preliminary assessment — we will respond within an hour. Get an individual consultation: we will analyze your catalog and propose the optimal solution.

Our certified specialists have 10+ years of experience in Bitrix development and have delivered 50+ successful sales automation projects. We guarantee stable trigger operation and provide documentation.

Important nuance

Don't forget about the agent quota setting in b_agent — too frequent runs can load the database. We recommend an interval of 15–30 minutes depending on traffic. For stores with 5000+ views per hour, use MariaDB 10.6 and PHP 8.1.