Cross-sell automation workflow enables you to send highly targeted automated emails to your customers. This workflow allows you to choose a purchase of a particular product as a trigger and this way cross-sell or upsell your products. 

Let's say somebody purchased a new mobile phone off your site. They might definitely be looking for a case to protect it. You can create a Cross-Sell workflow and send out an automated sequence with an offer of very particular case, depending on the brand and model of a purchased mobile phone. This allows your offers to be highly targeted, which is very appreciated by your customers.

Before you begin

  • This feature is available for Omnisend users with Shopify, Bigcommerce, Omnisend API v3 integrations.
  • For API v3 integrations this feature requires the products of each orders to be passed onto Omnisend. Read our documentation on passing product info with orders.
  • Cross-Sell is available on Trial, Standard, and Pro pricing plans.


Setup process

Setting a Cross-sell automation is quite straightforward and is very similar to how you set up your other automations on Omnisend. The setup process consists of a couple of steps:

  1. Creating the workflow
  2. Setting up the email or SMS messages
  3. Launching


1. Creating the workflow

To begin, go to Automation and choose Repeat buyer > Cross-Sell (1 email). Don't worry, you will be able to have as many emails and SMS on this workflow.

You now have your workflow created and can see that it consists of trigger, delay, email, and end of workflow. Your trigger is already pre-filled for you and is set for a purchased product. However, you still need to specify the exact product, based on which this workflow will be triggered. 

Click on Edit workflow to continue the setup.


This brings you to the workflow editor. It is a good time to rename your workflow to better reflect what exactly you are trying to cross-sell or upsell. Edit workflow name in the right sidebar before you click on any of the workflow blocks.

In the sidebar you will also find the ability to manage your workflow cancellation rules. Click Edit cancellation to set your cancellation trigger. We suggest setting it to Order placed > Product purchased > The product you're promoting in this workflow (let's say a phone case). Feel free to add more cancellation rules or triggers, if you wish.


Next, click on Trigger block in the workflow editor and choose the trigger rule. Make sure it is set to Order Placed > Product Purchased > is > your product (in this case a phone). Feel free to add more rules if the same promoted product fit the category (for example same case can be used on a couple of different phones).


Click on Delay block to set the delay of your first message. We suggest waiting 3 days after the order, but feel free to change it to anything that fits your product and business best. You can change it to anything from minutes to months or even choose a specific time of the day (once there is a trigger, we will wait for the specific time of the day to send the message, assuring that your customer receives it at the most convenient time).



2. Setting up the email or SMS messages

As a default Cross-sell workflow contains one email, but this is something you can change based on your needs. To add more messages, simply click the plus icon in the workflow editor and choose your next step. Whenever you add more messages, make sure you have your delays set right: every single message should have it's own delay, unless you want to send two at the same time (for example an email and SMS goes out at the same time).

To edit your emails and SMS, click on the box of the appropriate message and edit the needed info on the right sidebar. You can edit the content of each of the messages, preview how it looks on mobile and desktop (for email) or send a test message from there.

IMPORTANT: Do not forget to add the product info you want to cross-sell or upsell with this workflow. As a default, the email in this workflow contains an empty Product listing content block and the product has to be added manually. For SMS, you should manually add the text about the product, as SMS does not contain product blocks.

All automation workflows can use your custom email templates, so there is no need to redo them from scratch each time. Simply jump to Template step when you are editing your email and choose the most appropriate one there.


3. Launching

Once you have your workflow named, trigger in place, cancellation rules set, and all messages ready, you can either hit Save & Close to save this workflow as a draft or click Enable workflow to go live with it immediately. 

Once you hit Enable workflow, Omnisend will immediately start checking for customers with appropriate triggers and sending your messages.



Disabling a running workflow

Whenever you decide to pause a running Cross-sell workflow, you will be prompted with two choices on how should we treat the ones who are currently in the workflow. 

  • Discontinue the current sequences - this option will cancel all messages that should go out to those, who currently meet the preset criteria of this workflow. It is good to choose this option if you are going to change the preset rules, drastically change the content or amount of messages, or have noticed a big mistake.
  • Complete the current sequences - this option will continue to send old messages to those, who are already in the workflow and will send the new ones based on the new rules (if they changed) only to those customers, who enter the workflow after the changes you are about to make. It is good to choose this option if you are not making drastic changes and would prefer your customers receiving all messages.



Reports

Like all other automated features, Cross-Sell reports are available at the Reports tab. It contains the standard list of reports: number of emails sent, open rate, click rate, sales generated, and removed. Activity feed with detailed information is available as well.

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