Segment entry and exit based automation allow you to use your segments more flexibly and create very precise automated workflows. By using segments for automation you can contact customers who are newly added to a segment, re-added to the segment, or have just dropped out of it.

Contents

Before you start
Automation set-up
Editing the segment that is used for automation
Manual import impact on automations with segment rules
Re-triggering the automation for contacts added to the Segment

Before you start

  1. Automation workflows can be used on the Free Trial and paid plans only. Find more information on Omnisend pricing.
  2. All of the user roles, except for the Analyst, can access the settings for the automation workflow settings.

Automation set-up

To set up automation based on the customer entry or exit of a particular segment, you will need to:

We don't have preset automation for this automation, but the trigger can be changed for any of the workflows, or you can pick Custom workflow and set the trigger there.

Automation trigger settings

In the automation workflow settings, you may set the trigger to Customer enter or exit the flow. Here are a few important facts about this trigger:

  • this automation won't be triggered for the customers that were added to the workflow before you enabled it. But you may remove and push them back to the Segment, see the instruction here;
  • to trigger the workflow for the customer that is re-added to the Segment you need to disable Frequency setting in the automation trigger, and enable the re-triggering;
  • only customers that enter the Segment organically enter the sequence. Jump to Manual import impact on automations with segment rules section for more details.

In the Trigger filter, you may choose which of the Segments should be used to trigger the automation.

Once you add the Trigger, you will need to specify whether you want to trigger the flow when contacts are re-added to the flow. If you wish to enable it, make sure the Frequency is disabled.

Find more information about Segment-based trigger

Audience filter/Conditional Split

We do not recommend adding the Audience filter to the Segment-based automation trigger settings since you may specify that condition in the Trigger settings. If you wish to add more targeting or proceed with your flow steps based on your customers' responses, you may add the Conditional Split block to the workflow.

Important: the message can be triggered only in case the customer provided some personal data before the Conditional block.

Conditional Split

Exit conditions

It is totally up to you whether you want to add the Exit conditions to the automation flow, but we want to emphasize that you can use both Customer enter/Customer exit the sequence rules there.

Exit conditions

Frequency

By changing the Frequency parameter, you may choose whether you want to trigger the sequence when the customer is re-added or removed from the Segment for the second time. If you leave Frequency disabled, the same contact will be able to re-trigger the workflow, otherwise - no.

Example: let's make it simple and say we have a segment based on the customer's city, and one of them has the London set. We then create a segment based on the rule that the city is equal to London. This customer enters the segment, and the automation gets triggered.

After some time, this customer updates the city to New York (exits this segment) and even later changes back to London (re-enters the segment). This is when your chosen preference will take effect and either send the automated messages once again (if chosen Yes) or not (if chosen No).

Editing the segment that is used for automation

Whenever you make any changes to the rules of a segment that is used by either of automated workflows (entry or exit based), you will be prompted with a question, whether we should continue sending the automated emails, based on the new rules or not.

Once the rules of the segment are changed, there are two options:

  • No - this means that the automation will not send messages to contacts who instantly populate due to the settings update of the segment.
  • Yes - this means that the automation will send messages to contacts who instantly populate due to the settings update of the segment.

If there were any customers who were in the middle of the flow (e.g. received 2/5 messages) and they stayed in the new segment, they will continue to receive the rest of the messages. If they got out of the segment due to the new rules, they will not receive the left messages (the rest 3/5).

Manual import impact on automations with segment rules

Automation workflows that contain segment entry or exit rules can be affected by the manual import of customers, in case those newly added customers appear on the segments in use.

However, you have total control over whether you want to use them in automation or not. Every time you are importing your contacts manually, you are prompted with a question about what should be done with these newly added contacts.

There are two options you can go with:

  • No - this means that newly added contacts will be added to your list, will appear on the needed segments, but will not receive the automations that would be triggered by said segments. Choose this option if you just want to add contacts, but not trigger any automations for them.
  • Yes - this means that these contacts will be added to the list, needed segments, and will receive the automations that would be triggered by said segments. Choose this option if you want to add contacts and trigger automations for them.

When it comes to automatically imported contacts (from your store) and contacts added after filling a form, those are considered as organically added to a segment, and automation for them is sent automatically.

Re-triggering the automation for contacts added to the Segment

If you wish to re-trigger the automation for the customers that were added to the Segment already, you will need to follow these steps:

1. Disable Frequency setting in the Automation workflow

When disabled, it allows to re-trigger the automation for the customers that entered the sequence already.

2. Remove contacts from the segment

Before we can push your contacts to re-enter the Segment and therefore re-trigger the workflow, we need to remove them from the Segment. To remove contacts, we suggest adding the rule that none of them will follow.

For example, you may add a date added parameter set to the date when your store isn't connected to Omnisend. Since none of your contacts will meet this rule, they will be removed from the segment.

Once you apply the rule, you need to click on the Update Segment button.

3. Re-add contacts to the Segment

To re-add contacts to the Segment, you only need to remove the fake rule we have added on the previous stage. However, at this point we also need to let this change affect your automation performance.

Have any questions? Email us at support@omnisend.com.

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