This article answers common questions about setting up, editing, and troubleshooting Automation workflows in Omnisend.

New to Automation Workflows? Start with these foundational guides:

No. New blocks only send to contacts who enter after you publish the change.

For contacts already in the workflow, you can choose to:

This applies to all blocks: Delay, Email, SMS, Push, Tag, Split, and A/B Test.

No. Omnisend creates a separate instance when you copy a workflow. Changes to one workflow won't affect the other.

When you update any part of your workflow, metrics reset for new blocks. Each block tracks how many contacts interacted with it or skipped it.

Wait 30 days without further changes to ensure statistics are accurate across the entire workflow.

No. You can't schedule messages for a specific date. Instead, use Delay blocks to control timing and time of day.

No. If an email faces issues (low credits, domain errors), affected contacts exit the workflow. The rest of the workflow continues, and new contacts can still enter after the issue is fixed.

Yes. Add a segment-based Audience Filter restricting the workflow to contacts in your Test Segment.

The best way to test is to trigger the automation yourself using an incognito browser and an unused email address:

Yes. Add a Conditional Split based on message behavior. If you don't add any action to the "No" path, contacts who don't open the message exit the workflow.

Yes. Drag and drop an SMS block into your workflow.

If you want the contact to skip the SMS and proceed to the email, check the box "Pass non-opted-in contact to next workflow step" in the SMS block settings.

If unchecked, contacts will exit the workflow at the SMS block.

Custom preset workflows can only trigger for subscribed and non-subscribed contacts. However, workflows based on Custom Events can trigger for all contact types, including unsubscribed.

No. You can only add Tags to contact profiles. Later, you can segment contacts by tags and perform manual actions (like bulk unsubscribing).

Workflow Channel Settings are located inside the Trigger block at the start of your workflow, not in individual message blocks. Click the Trigger block, then look for the Workflow Channel Settings section in the right-side panel.

Edit the email content, then drag and drop a Discount block into your email. Configure the discount settings as needed.

In BigCommerce, go to Marketing → Transactional emails and disable the emails you plan to create in Omnisend.

It depends on your ecommerce platform. For example, Shopify automatically converts units to grams.

No. You can't set multiple triggers for a single workflow. However, you can add up to 5 Trigger Filters.

For example, if the trigger is Order Placed, you can filter by product tags.

No. You can only use default options from the personalization menu or individual product items.

No. Platforms with direct Omnisend integration don't pass "Delivered" status. However, you can integrate Omnisend with third-party shipping apps like ShipStation, AfterShip, or other Zapier-compatible apps.

Add an Exit Condition to cancel the Browse Abandonment Workflow when someone abandons a cart.

No. Omnisend can't track contact behavior retrospectively. We must recognize the contact first, then monitor behavior.

However, the Abandoned Cart Workflow will trigger because cart data is stored in the OmnisendCartProducts cookie.

No. Abandoned Cart Automation only triggers when:

The contact exits if the Exit Condition is met (e.g., order placed).

Store-level notifications aren't available. However, you can use Webhooks to receive notifications when actions are performed in your account.

Recurring workflows can only be set up using the Birthday Automation preset. If you want to trigger for a different occasion, store that date in the birthday field.