Cross-Sell Automation

Master Automated Emails: Strategically Target Cross-selling with Personalized Product Recommendations

Ira avatar
Written by Ira
Updated this week

Have you ever received an email recommending a product that perfectly complements your recent purchase? That's called a cross-sell email, and it's a powerful marketing tool that helps businesses build customer loyalty and increase revenue.

By providing personalized product recommendations, cross-sell emails can introduce you to new products you might love and enhance your overall shopping experience.


Before you begin

  • Automation workflows can be used on all the Omnisend plans. You can find more information on Omnisend pricing.

  • Except for the Analyst, all user roles can access automation workflow settings.

  • The automation can be triggered for subscribed and non-subscribed customers. See what workflows can be triggered for different customers' statuses.

Setup process

To create the Cross-sell workflow, proceed to the Automations tab β†’ click on the Create workflow button and pick one of the suggestions for the Cross-sell automation.

Automation trigger settings

Cross-sell automation doesn't automatically add recommended products to the content of the email message. However, the automation trigger provides many options to target your emails specifically. You may trigger the automation based on the product, the tag assigned to it, or the collection to which the product belongs.

For Shopify, BigCommerce, and API-connected platforms, the default trigger is Placed Order with trigger Filter Title is "-" where you need to pick the Products from your store.

If your customer has purchased a product belonging to a specific collection, offering a few more products from the same collection might be a great idea. You may also add a Product Recommender content block; even though it won't tailor the products, it will show your best sellers or newest additions.

If you want to use specific characteristics of the order in the trigger rule or event-based split, please make sure it possesses these properties when the automation workflow is triggered.

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.

If you create a workflow targeted at a specific category, adjust your standard flow so those clients would not receive two messages in the same order.

Exit conditions

The default exit condition is set to Placed order β†’ Title is "-," meaning your can pick up the product upon which purchase your customer should exit this automation. However, you may add up to 5 different Exit conditions to cancel the flow in certain situations. For example, you may cancel the sequence when a specific product is purchased.


If you choose not to trigger the workflow for contacts already in this automation, the same customer won't be able to trigger this sequence within a specific time. Since the Order Cancellation email should be sent for every cancellation, we do not recommend enabling this option.

Content of the message

You may add messages to the automation workflow, including Email, SMS, and Browser Push notifications. In the Email message content, we suggest adding the products that, to your mind, would be interesting to the client or complementary with the help of the Product Listing item.


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

Have more questions? Feel free to contact us at [email protected].

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