If you have set up Welcome automation to greet your new clients, but you see that no one is entering the flow, or maybe not all of the new contacts are getting the welcome messages, there are several things you might want to check.
In this article, you will find the most common mistakes you can make when setting up Welcome automation workflows and steps on how to resolve them.
Check Signup Form Settings
There are two types of Signup forms:
Forms that were created in Omnisend automatically add signup data to your audience list.
Forms that were created in your ecommerce platforms or using any third-party apps integrated with Omnisend sync contacts automatically.
With any type of form, we recommend testing how contacts sync to your audience list. You should open your store via the Incognito mode (on Google Chrome or Android devices) or Private window (on Microsoft Edge, Internet Explorer, Firefox, Opera, Safari browsers) and sign up using an unused email address.
Note! The email address should not be the same as the Sender’s email address you are using to send campaigns and automation if you'd like to receive the welcome email.
Once you sign up, you can check if your email address appears in the Audience → Contacts tab.
If it is an Omnisend form, you can also check the signup details under Reports → Forms → Contact activity.
If you’re using a third-party signup form that is connected to your ecommerce store, and new contacts don’t appear in Omnisend, first check whether those signups are syncing to your store. If they sync to your ecommerce store, they will automatically sync to Omnisend as well.
Verify the Automation Trigger Settings
To greet new subscribers who sign up using Omnisend forms, ensure the workflow trigger is set to "Subscribed to Marketing" and the "Subscription Method" filter reflects how you collect your subscribers. For example, if you collect subscribers through signup forms only, you can add Subscription method is Signup form.
If you want the workflow to be triggered by a specific form, add the "Form" filter and select the desired form.
If you want to trigger this flow for several forms:
Add a new filter group.
Select desired forms using the OR operator.
If you wish to greet new signups who used a third-party form or customers who subscribed during the checkout process, make sure to remove the "Subscription Method" filter.
Note! Removing the "Subscription Method" filter will cause your automation to send newsletters to all new signups, including imported contacts.
Check Audience Filter Settings
If you are using an Audience Filter based on the customer profile data, you won't face any problems with the automation workflow trigger. However, the Segment-based audience filter adds a little overhead to the system and may prevent your automation from being triggered.
Let’s say you want new signups to enter a segment of 'Never Placed an Order', and you add that segment as an audience filter in your automation. When a contact signs up, they trigger the automation immediately, but they won’t appear in the segment right away. It can take a minute or two for them to be added. As a result, when the automation is triggered, the contact isn’t in the segment yet and will exit the workflow.
To resolve this, you can use the segment as a split rule.
Remove the segment from your Audience Filters.
Add a split before your message and set the rule to Contact properties → Segment.
Add a delay of 1/2 minutes in order to allow contacts to enter the segment.
💬 Find more information on the Segment-based Audience Filter and Split-condition.
Verify Channel Settings
If you’re using a multi-channel workflow (combining email, SMS, and/or Push notification), some contacts may skip messages if they aren’t subscribed to a specific channel. For example, if your workflow starts with an email step for subscribed contacts but also includes an SMS step, some contacts may get stuck at the SMS stage if they haven’t subscribed to SMS.
To avoid this, enable the option “Pass non-opted-in contacts to the next step.” This ensures that if a contact reaches an email or SMS step but isn’t subscribed to that channel, they won’t be stuck; they’ll simply move on to the next available step, such as the channel they are subscribed to.
Review Automation Performance
Once the automation is enabled, you may check its performance based on the reports within your automation editor. You can see:
Contacts that entered and received your messages.
Contacts that might be waiting for a delay to receive your message.
Contacts that exited the flow according to your exit conditions.
Contacts that have already completed the full flow sequence.
Based on these stats, you may understand:
If your automation is not triggered, there is a problem either with the sign-up form or automation settings.
If your automation was triggered, but the email message wasn't delivered, make sure you check all of the folders (Spam, Junk, Promotions), and test it out with some other email addresses.
Facing any challenge? You can always reach our 24/7 Support Team via in-app chat or at [email protected].