Complete-the-Look playbook

Use this guide when an eligible confirmed order contains products and you want Hellotext to suggest items that complete the look, kit, routine, or set based on that purchase.

Complete-the-Look is an AI-assisted conversion playbook. It uses product context, audience rules, customer behavior, catalog relationships, channel eligibility, and offer rules to generate personalized matching-product suggestions.

It is not a journey route and it is not a generic product recommendation chat. It starts from products in a confirmed order linked to the customer, then evaluates matching products. A product view or selection alone does not start this playbook.

Availability can vary by account and rollout status. If the card appears as on request or disabled, confirm availability with your Hellotext team before planning a launch.

What Complete-the-Look does

Complete-the-Look can suggest complements based on an eligible confirmed purchase.

It can:

• Suggest products that pair with items in the confirmed order that creates the opportunity.
• Apply only to selected products, collections, categories, or product groups.
• Use customer, product, catalog, price, stock, and channel context before a message is sent.
• Generate message examples that adapt per customer.
• Let your team give Playground feedback on examples so Hellotext learns what fits the business.
• Follow existing eCommerce offer rules, use AI-driven discounts up to an approved maximum percentage, or send without discounts.
• Avoid recommending products that are unavailable, irrelevant, already purchased, or outside the selected product scope.

The exact configuration can vary by account, connected store, catalog quality, channel, templates, and rollout status.

When to use it

Use Complete-the-Look when a confirmed customer order supplies anchor products and other items can complement them.

It is a good fit when:

• A shopper has an eligible confirmed order and another item complements its products.
• Your catalog has clear product relationships, matching collections, compatible accessories, or merchant-approved product groups.
• Your team wants Hellotext to suggest matching products without manually building a campaign for every product.
• The recommendation should explain how the complement pairs with products in that purchase.
• Your catalog has reliable product images, prices, stock, variants, and links.

It works especially well for apparel, footwear, accessories, beauty routines, home sets, electronics accessories, compatible product sets, and any catalog where the next product depends on the anchor product.

Do not use it as a conversational recommender. If the customer asks what to buy, compares options, asks about sizes, or needs product guidance in chat, use Smart Recommender.

For other related-product opportunities after an eligible purchase, consider Cross-Sell Driver. For browsing follow-up when there is no matching-product moment, use Browse Recovery.

What it needs before launch

Before enabling Complete-the-Look, confirm the setup it depends on.

Check that:

• Your product catalog or commerce integration is connected.
• Product names, images, prices, variants, stock, and product links are current.
• The products you want to include have meaningful complements, matching products, compatible accessories, or related items.
• Product and variant identifiers are stable across catalog, product-view, cart, recommendation, and purchase signals.
• The audience you want to reach is subscribed, identifiable, and eligible for the selected channel.
• The confirmed-order signal is linked to the customer and retains valid products with positive quantities. Additional purchase, cart, and interest signals can supply context, but do not replace that source order.
• If discounts are allowed, eCommerce offer rules and any maximum AI discount percentage are approved before launch.
• Product cards, product links, or rich messages work in the channels you plan to use.

For setup validation, use Verify your data and signals after setup. For custom tracking, use Tracking events.

After launch, use the automatically generated reports to review sends, clicks, add-to-cart actions, purchases, attributed revenue, and skipped opportunities.

What you can configure

Open Playbooks, click Explore playbooks, and choose Complete-the-Look.

The available cards can vary, but the proposed setup focuses on:

• Outgoing channels: where Hellotext can send matching-product suggestions.
• Audience: which audience or segment can receive the playbook.
• Products: which products, collections, categories, or groups the playbook can use.
• Discount strategy: whether the playbook follows existing eCommerce offer rules, can use AI-driven discounts up to a maximum percentage, or sends without discounts.
• Tone or Playground feedback: how generated examples should learn what fits your business.

Keep automatic channel selection unless you have a clear reason to limit the playbook. Complete-the-Look depends on whether the shopper can be reached when the matching-product suggestion is still relevant.

This playbook usually should not require manual prompt, intent, or journey-step configuration. If you need a custom conversational agent with manual intents and knowledge, use Custom Agent.

How recommendations are chosen

Complete-the-Look recommendations should start from a real anchor product.

Hellotext can use signals like:

• The valid products and quantities in the confirmed order that creates the opportunity.
• Products that match the anchor product by style, use case, collection, compatibility, or routine.
• Merchant-provided product groups, catalog relationships, or recommendation logic.
• Product availability, stock, price, images, product links, and variant quality.
• Customer history, prior engagement, purchases, and products already shown when that context is available.

Before sending, Hellotext can also consider:

• Whether the source order remains valid, is not cancelled, has no recorded received refund, and is linked to the customer.
• Whether the matching product is available and within the configured product scope.
• Whether the customer bought the suggested product after the proposal. Do not assume every close substitute is excluded.
• Whether another playbook is a better owner for the same moment.
• Whether consent, timing, frequency, and channel rules allow the send.

For the broader decision model, see How Hellotext decides whether a playbook can send.

How it works with nearby playbooks

Use the customer moment to decide the owner.

Complete-the-Look can run alongside Browse Recovery and AI Cart Saver when the product moment is clear. Complete-the-Look starts from products in an eligible confirmed order; cart recovery owns abandoned cart or checkout; Browse Recovery owns earlier browsing intent.

Review messages in the Playground

Complete-the-Look can generate personalized examples from product, audience, catalog, customer, channel, tone, and offer context. You usually do not need to write every message by hand.

Use the Playground to review examples before launch. Mark the examples you like and the examples you do not like, so Hellotext can learn the style, wording, product logic, and level of detail that fit your business.

When reviewing examples, look for:

• Whether the suggested product really pairs with the anchor product.
• Whether the message explains the match without sounding forced.
• Whether product images, prices, links, variants, and discounts are accurate.
• Whether the recommendation avoids products the customer already bought.
• Whether the message creates helpful momentum without inventing urgency.
• Whether replies can continue naturally in the channel or reach the Inbox when needed.

The more realistic the examples are, the better the system can adapt messages to your store.

How to test it

Test with a small, realistic path before enabling it broadly.

Use test customer profiles that have channel consent, then:

• Identify an existing eligible confirmed order linked to the test profile, with a product that should have a clear complement.
• Confirm the product and matching items exist in the catalog with correct images, prices, stock, variants, and links.
• Confirm the product is inside the configured product scope.
• Confirm the audience includes the test profile.
• Generate or simulate message examples in the Playground.
• Mark examples you like and examples you do not like.
• Test a product that should not produce a matching suggestion.
• Test a customer who already bought the suggested matching product.
• Test a customer who is not eligible for the channel.
• Review product links, add-to-cart links, discounts, and attribution.
• Send a realistic reply and confirm it reaches the right teammate or team if handoff is available.

If tracking is custom, confirm that product identifiers, variant identifiers, prices, timestamps, and customer identifiers match what Hellotext expects.

Why it may not send

Complete-the-Look being enabled does not mean every confirmed order produces a suggestion. A product view or selection alone does not satisfy the source requirement.

The playbook may wait, skip, stop, or let another playbook act when:

• The confirmed-order signal is missing, delayed, lacks valid products, or is not linked to a usable customer.
• The anchor product is outside the configured product scope.
• No relevant matching product can be found.
• The matching product is unavailable, out of stock, missing a price, missing an image, or missing a usable link.
• The source order was cancelled, has a recorded received refund, or the customer bought the suggested product after the proposal.
• The profile cannot be reached in an eligible channel.
• The customer unsubscribed, opted out, or is otherwise not eligible.
• Frequency, timing, or channel rules prevent the send.
• The channel, sender, template, link, or message format is not ready.
• Another active playbook is a better fit.

For a step-by-step diagnosis, use Troubleshoot a playbook that did not trigger or send.

What to review after launch

During the first days, review:

• Which confirmed orders and source products created eligible Complete-the-Look opportunities.
• Which matching products were suggested, skipped, clicked, added to cart, or purchased.
• Whether suggestions felt relevant by product, collection, style, size, or use case.
• Whether product links, images, prices, variants, and stock were correct.
• Clicks, add-to-cart actions, purchases, attributed revenue, opt-outs, replies, and failed messages.
• Whether discounts improved conversion or only reduced margin.
• Whether Complete-the-Look overlaps with Browse Recovery, AI Cart Saver, Smart Recommender, Cross-Sell Driver, or campaigns.

Tune one thing at a time: product scope, audience, recommendation rules, tone, Playground feedback, discount strategy, channel, or handoff path.

Related guides

• Playbook library by mission
• Choose your first playbook
• How to enable a playbook
• How to customize a playbook safely
• What are signals?
• How Hellotext decides whether a playbook can send
• Troubleshoot a playbook that did not trigger or send
• Verify your data and signals after setup
• Tracking events
• Connect Shopify
• Connect your catalog to WhatsApp
• Browse Recovery playbook
• AI Cart Saver playbook
• Smart Recommender playbook
• Cross-Sell Driver playbook
• Replenishment Driver playbook
• Playbook reporting