Omnisend offers four browsing-based Automation Workflows that capture different stages of a contact's journey: Browse Abandonment, Product Abandonment, Abandoned Cart, and Abandoned Checkout.
Note: Omnisend does not have a built-in workflow priority setting. You create a priority hierarchy manually by configuring Exit Conditions and Skip Contacts on each workflow. The workflow a contact enters first takes precedence; the others are suppressed according to your skip rules.
A contact who browses your store, views a product, adds an item to cart, and starts checkout in a single session can qualify for all four workflows at the same time. Without the right configuration, that contact will enter every matching workflow and may receive 20 or more messages within 24 hours. Use Exit Conditions and Skip Contacts together to ensure only the most relevant workflow runs.
Set Exit Conditions for a Smooth Workflow
Each automation captures different data and targets a different stage of the shopping journey:
Browse Abandonment – triggers when a contact views any page but does not view a specific product.
Product Abandonment – captures the specific product viewed and shows it in the email.
Abandoned Cart – tracks both viewed products and items added to the cart, and includes a direct checkout link.
Abandoned Checkout – triggers when a contact starts checkout but does not complete the purchase.
To prevent contacts from moving through the wrong flow as they progress through the funnel, add exit conditions that reflect the next stage:
In Browse Abandonment, add Viewed product as an exit condition. When a contact views a specific product, they exit Browse Abandonment and become eligible for Product Abandonment.
In Product Abandonment, add Added to cart as an exit condition. When a contact adds a product to their cart, they exit Product Abandonment and become eligible for Abandoned Cart.
In Abandoned Cart, add Started checkout as an exit condition. When a contact begins checkout, they exit Abandoned Cart and become eligible for Abandoned Checkout.
Abandoned Checkout is the final stage of the funnel. No additional exit condition is needed beyond the default Placed order, which is already included.
All four flows include the default Placed order exit condition, ensuring no further automation messages are sent once a contact completes a purchase.
Product Abandonment | Browse Abandonment |
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Skip Contacts Already in or Completed Workflows
Exit conditions prevent a contact from progressing to the wrong flow as they move through the funnel. Skip Contacts prevents a contact from entering a lower-priority workflow while they are already in – or have recently completed – a higher-priority one.
How It Works:
In each workflow's trigger settings, select which specific automations should be checked before this workflow can run.
If a contact is currently in (or has recently completed) one of those automations, they skip the current workflow entirely.
You can set a timeframe of up to 7 days to control how long a contact is excluded after completing a flow.
Important: Enable Skip Contacts on all workflows in your hierarchy – including your highest-priority automation. Do not disable Skip Contacts on the highest-priority workflow. On each lower-priority workflow, select all higher-priority workflows in the skip list. On the highest-priority workflow, select the lower-priority ones. This creates mutual suppression: whichever automation a contact enters first takes precedence and suppresses the rest.
Recommended priority order:
Abandoned Checkout (highest priority) – enable Skip Contacts; select: Abandoned Cart, Product Abandonment, Browse Abandonment.
Abandoned Cart – enable Skip Contacts; select: Abandoned Checkout.
Product Abandonment – enable Skip Contacts; select: Abandoned Checkout, Abandoned Cart.
Browse Abandonment (lowest priority) – enable Skip Contacts; select: Abandoned Checkout, Abandoned Cart, Product Abandonment.
Set the timeframe to 7 days on all four for consistent suppression across the full funnel.
Frequency Settings for Better Timing
Frequency controls how often the same contact can re-enter a specific workflow. Use it alongside Skip Contacts to prevent over-messaging contacts who visit your store regularly.
The three frequency options:
At any time – the contact enters this workflow only once, ever, regardless of future behavior. Use for one-time sequences such as a Welcome Series.
In the last X days/hours – the contact can re-enter only after the defined period has passed. Use for abandonment and re-engagement flows. The recommended setting is 10–15 days for browsing-based automations.
Disabled – the contact can re-enter every time they meet the trigger condition, with no limit. Use with caution.
Each Abandonment workflow has a default frequency of 1 day, meaning the same contact won’t trigger it more than once within 24 hours. But you can customize these settings based on your strategy:
Browse Abandonment: Consider limiting this to avoid triggering too frequently. 10–15 days. Contacts who visit your store frequently should not receive a Browse Abandonment email on every visit.
Product Abandonment: Repeated product views for the same contact should not each trigger a new sequence. 10–15 days.
Abandoned Cart: 7–14 days if your flow includes multiple steps or discount codes.
Note: When you publish changes to a live automation and select "Let them finish", contacts already in the workflow continue from their current position under the previous version. Only new entries follow the updated workflow and frequency settings. Select "Exit them" if you want all existing contacts removed and the updated version to apply from the next trigger.
Combine Skip and Frequency for Maximum Control
By combining the Skip Contacts feature with Frequency Settings, you can ensure a well-paced communication strategy:
Prevent customers from triggering multiple automations at once.
Control how frequently the same customer enters any workflow.
💡 Pro Tip: Tailor the Timing for Best Results
For example, during a sale, you might reduce the frequency to stay top-of-mind, but in quieter periods, a longer gap between messages might be more effective.
FAQ
Can a contact receive emails from multiple abandonment workflows at the same time?
Yes – unless you configure Exit Conditions and Skip Contacts. A contact who browses, views a product, adds to cart, and starts checkout in one session can qualify for all four workflows simultaneously. Set up the priority hierarchy described in the Skip Contacts section above to prevent this.
Should I disable Skip Contacts on my most important automation so it always fires?
No. Enable Skip Contacts on all workflows, including the highest-priority one. On each automation, select which lower-priority flows it should suppress. This ensures the automation a contact enters first takes precedence, and the others are suppressed for the duration you set.
How do I set workflow priority in Omnisend?
Omnisend does not have a built-in priority setting. Configure Skip Contacts on each workflow to build a manual hierarchy. The recommended order is: Abandoned Checkout → Abandoned Cart → Product Abandonment → Browse Abandonment. On each automation, select all higher-priority workflows in the Skip Contacts settings.
What is the difference between "At any time" and "In the last X days" in the frequency setting?
"At any time" means the contact enters this workflow only once, ever. "In the last X days/hours" means they can re-enter once the defined period has passed. "Disabled" means they can re-enter every time they trigger the workflow, with no cap. For abandonment flows, use "In the last 10–15 days."
Why are far more contacts entering my automation than I expected?
If your trigger is a dynamic segment and Frequency is disabled, contacts can re-enter every time they cycle in and out of the segment. Set a frequency limit such as "In the last 30 days" to control re-entry.
What is the difference between Skip Contacts and Frequency?
Frequency controls how often the same contact can re-enter this specific workflow. Skip Contacts controls whether a contact can enter this workflow while already active in – or recently completed – a different one. Use both together: set Frequency to prevent repeat entries into the same workflow, and Skip Contacts to prevent simultaneous entries across multiple workflows.
💬 Need help? If you have any questions, our support team is ready to help via in-app chat or email at [email protected].