Cross-Sell Automation sends targeted product recommendations to customers after they complete a purchase. Use it to suggest complementary items, increase average order value, and drive repeat sales.
This guide shows you how to create, configure, and activate a Cross-Sell Automation in Omnisend.
Before You Begin
Automation workflows are available on all Omnisend plans.
All user roles except Analyst can create and edit workflows. View user roles.
This automation can be triggered for both subscribed and non-subscribed contacts. See which workflows can be triggered for different contact statuses.
Benefits
Use Cross-Sell Automation to:
Increase average order value by recommending complementary products.
Drive repeat purchases with personalized post-purchase emails.
Build customer loyalty by showing relevant items based on browsing and order history.
Create & Set Up Your Automation
To create the Cross-sell workflow, go to Automation → Create Workflow. Select Cross-Sell Automation from the list of pre-built workflows.
Configure Trigger Settings
The default trigger for Cross-Sell Automation is Placed Order. You can filter which orders trigger the workflow using:
Product Title – Trigger when a specific product is purchased
Product Tag – Trigger based on product tags
Collection – Trigger when a product from a specific collection is purchased
Example: If a customer buys a yoga mat, trigger the workflow and recommend yoga blocks, straps, or similar mats.
💡 To trigger cross-sell for all orders (no product filter):
The Cross-Sell automation template requires a product filter by default. To remove it: Open trigger settings → click the existing product filter → select Cancel. The workflow will now trigger for any order.
Set Audience Filters (Optional)
Target specific customer groups using profile data or segments:
Country, Gender, Tags – Filter by contact attributes.
Segments – Target contacts in a specific segment.
⚠️ Important: Segment-based filters that rely on purchase behavior may add processing time and delay trigger execution.
💡 Tip: Create a segment to target customers who purchased from a specific collection. Learn how to create a cross-sell segment.
Configure Exit Conditions
Exit conditions remove contacts from the workflow when specific events occur. The default exit condition is:
Placed Order → Product Title is [selected product].
You can add up to 5 exit conditions. For example:
Exit the workflow if the customer purchases a specific product.
Exit if the customer refunds their order.
Set Frequency Settings
Choose whether to allow the same contact to trigger the workflow multiple times:
Allow repeat triggers – Contact can enter the workflow each time they make a qualifying purchase.
Prevent repeat triggers – Contact can only enter once within a set time period.
💡 Tip: For cross-sell workflows, allow repeat triggers if customers make multiple purchases. This ensures they receive relevant recommendations after each order.
Add Email, SMS, or Push Messages
Add messages to your workflow using:
Email – Include a Product Listing or Product Recommender block to display complementary items.
SMS – Send a short recommendation with a link to the product.
Push Notification – Alert customers about recommended products.
💡 Tip: Use the Product Recommender block to automatically pull products similar to past purchases or from the same collection.
Review Reports
Once your workflow is active, view performance in Reports → Automation:
Number of emails sent.
Open rate and click rate.
Sales generated and recovered.
Ordered products data.
Activity feed with detailed contact actions.
FAQ
Can I trigger cross-sell for all products, not just specific ones?
Yes. The Cross-Sell template includes a default product filter, but you can remove it: Open trigger settings → click the existing product filter → select Cancel. The workflow will now trigger for any order.
My workflow isn't triggering. I selected multiple products using AND. What's wrong?
If your trigger uses AND logic (e.g., "Product SKU is X AND Product SKU is Y"), the workflow only triggers when a customer buys both products in a single order. To trigger when they buy either product, add each as a separate filter (OR logic). Use the trigger preview tool (top-right of trigger block) to verify.
Have more questions? Feel free to contact us at [email protected] or via in-app chat.