With the Order Confirmation workflow offered by Omnisend, you may send a sophisticated self-contained message with information about the products your customers have purchased.
Using Omnisend, you can elevate your email communication to the next level. Instead of sending a standard email with your store's generic offers, you can now design beautiful, targeted emails specifically tailored to your customers' preferences. Our system syncs data from your store and other applications, allowing you to create an email that truly speaks to your customers.
Before you begin
Automation workflows can be used on all the Omnisend plans. You can find more information on Omnisend pricing.
All user roles, except for the Analyst, can access automation workflow settings.
The automation can be triggered despite the customer status. See what workflows can be triggered for different customers' statuses.
This automation can't be triggered Retrospectively.
Eligibility and requirements
The trigger for this workflow is preset and set to Order Placed -> Order is Paid. Your orders' status should be pushed to Omnisend, which happens automatically for all direct integrations (Shopify, Bigcommerce, Magento, and Woocommerce) and those integrated via API-v3.
To trigger the Order Confirmation email, Order statuses for different platforms should be the following:
Omnisend doesn't automatically replace the Order confirmation email your store is sending, but you may disable that email after enabling one in Omnisend.
⚠️ For Shopify users that can't disable the Order Confirmation email in the store, we suggest replacing it with a simple Thank you message. As a result, you would send two emails, Thank you note (designed in Omnisend and send through Shopify) and an Order Confirmation email sent through Omnisend.
To create the Order Confirmation workflow, proceed to the Automations tab → click the Create workflow button and pick it from the list.
Automation trigger settings
For Shopify, BigCommerce, and API-connected stores, the default trigger in the automation settings is set to Paid for Order. This is done to fire the automation trigger only when the status of the Order is changed to paid to send a more targeted Order confirmation email.
For all other platforms, the default trigger in the automation settings is set to Order Placed → Order Status → Paid. However, it is essential to understand that Order Status Paid should be the initial status of the Order added to the system. If your order is passed to Omnisend as Authorized and only after some time is it changed to Paid, the trigger should be changed to Order Status Changed → Order is Paid.
If you need to send your Order Confirmation email immediately when the Order is created (cash on delivery and awaiting payments), please set the trigger Order placed.
If the Order is paid to confirm your store has received the payment, set the trigger Order status changed
Important! Billing and shipping information about the customer's order is carried with events Order Placed and Order Status Changed.
In the Trigger filter settings, you may target your automation more specifically. However, the rule specified in the filter settings should be met before your automation is triggered. For example, if you trigger the workflow when the Order has a specific tag, this tag should be added automatically. Otherwise, you can add this filter to the Split Condition.
Audience filter/Conditional filter
You may also target your automation based on your customers' Profile data (Country, Gender, Tag, etc.) and their belonging to a specific Segment. If you want to use the Segment based on the purchase behavior, remember that it adds a little overhead to the system and may prevent your automation from being triggered.
Note, if you create a workflow targeted for a specific category, make sure to adjust your standard flow so that those clients would not receive two messages in the same Order.
An order Confirmation email has the default exit condition set to Order status is Cancelled, meaning that the customer exits the flow after getting all messages or canceling the Order. However, you may add up to 5 different Exit conditions with up to 5 filters.
Choose to avoid triggering the workflow for contacts already in this automation. The same customer can only trigger this sequence within a specific time. Since the Order Confirmation email should be sent for every Order the customer places, we do not recommend enabling this option.
The delay block can be added to any automation stage and set to any value from immediately to several months. However, we recommend placing the delay to immediate or not using this block for the Order Confirmation email.
Content of the message (personalized information)
Add Email, SMS, or Push Notification messages to your Order Confirmation sequence. Once the block is added, you must provide all the details, including the sender's email address, name, etc. If some data is still missing, you will see the warning message: 'Missing email information' or 'Missing SMS information.'
In contrast to other emails, Order Confirmation preset contains some special content items. All the information specified in the templates gets pre-filled automatically each time the email should be sent to a particular customer.
Order details (order number and date).
Billing & Shipping (billing and shipping details of your customer, you get to pick which information to include).
All the information gets pre-filled automatically when the email is sent to a particular customer. However, it is not stored locally, so you won't be able to view it after the message is sent.
If the customer provides the phone number at the check-out, he might expect the Confirmation SMS to be sent. You don't need to collect your customers' opt-ins for the SMS channel to send order-related messages; still, please make sure your customer knows you will use the phone number to send Order Confirmation via SMS.
Although you can't add the information about the Order your customer placed to the SMS message, you may add some personalized data, like the Order number or your customer personal information.
You can read more about SMS in automation here.
Order Confirmation reports are available like all other Automation workflows in the Reports tab. It contains the standard list of reports: number of emails sent, open rate, click rate, sales generated, and removed. Month-by-month view and Activity feed with detailed information are available as well.
Is it possible to show tax separately? Yes, you can show the tax as a separate field: