Omnisend is a powerful Email and SMS marketing tool that processes your store data to personalize customer communication and boost sales. By integrating Omnisend with your BigCommerce store, you allow us to track your store performance and your customer's behavior and to send relevant messages at each step of their journey.
🎉 Omnisend named BigCommerce Elite Partner! Read more about Omnisend & BigCommerce here.
Integrate Omnisend with BigCommerce
The integration process for the BigCommerce account consists of two stages:
installing Omnisend app on your store;
adding Omnisend snippets to your store back-end.
There are two ways to complete the first stage of integration. You can add Omnisend from the marketplace or create an account in Omnisend and connect your store through Omnisend settings. If you are creating your first account in Omnisend, it is better to go with the first option, but if you already have one store connected, you should register another store through the Account Management page.
Add Omnisend from the marketplace
1. In your BigCommerce admin, go to Apps → BigCommerce marketplace → locate Omnisend.
2. Click the GET THIS APP button and log in to the Existing BigCommerce store.
3. Choose to Install Omnisend → provide all necessary permissions → set up Omnisend account.
That's it! Your store is connected.
You don't need to add Omnisend snippets, as they are added automatically. Find them in Storefront → Script Manager:
Connect your store through Omnisend settings
1. First, you must have an active BigCommerce store. To check this, you need to go to Channel Manager → Storefronts.
2. In your Omnisend account, click on the Connect your online store with Omnisend option in the Dashboard or go to the top right menu → Connect your store.
3. Pick BigCommerce from the list of available platforms.
4. Click the Connect Store button to connect your BigCommerce store.
⚠️ If you face any problems with your store connection, read further to see the troubleshooting section.
After you add Omnisend app to your store, you will get access to all the following features for free:
Channels: Email, SMS;
Automations: Welcome emails, Birthday emails;
Segments based on the email activity and contacts' profile data collected with Omnisend;
Full reports of campaigns, signup forms, and automation;
Note! If you see 2 info messages, it means that you're connecting an older version of the BigCommerce store. To finish the connection, you'll have to complete these 2 steps.
Troubleshooting
Add Omnisend code snippets to your store
If you click on How to add a code snippet to your store, you will see the instructions and snippets that need to be added to your store. We also have two guides for both Stencil and Blueprint theme frameworks. Check this article to find out what theme framework your theme is based on.
Add a custom domain and enable an SSL certificate
Check this article to find out why and what you need to do to add a custom domain and SSL to your store.
By fixing these two issues, you will get access to the following features:
Channels: Facebook Custom Audience and Google Customer Match
Automations: all automations available in Omnisend, including Welcome, Order Confirmation, Order Follow-up, etc.
Segmentation based on the customers' activity;
Other Features: Product Picker, Product Recommender.
Data synchronization
After you complete the integration with BigCommerce, Omnisend starts syncing all historical data from your store. The information passed to Omnisend includes your contacts, products, and orders. The initial synchronization may take up to a few hours, but we recommend waiting for 24 hours.
Later on, time-sensitive data is passed instantly or within 3 minutes.
* if you are not using any automation with a certain event in the trigger, customers' info and order data are passed to Omnisend within 3 hours of sync.
The contacts synced to Omnisend can have different subscription statuses: subscribed and non-subscribed. Only those contacts that provided explicit consent to receive your marketing materials are added to Omnisend with subscribed to email channel status. You may check that list in your BigCommerce account. To collect email subscribers on the checkout, you can enable this option in your BigCommerce admin by going to the Marketing tab → Email marketing → General settings → tick the 'Allow Newsletter Subscriptions' box:
Automation Workflows
Omnisend doesn't replace any of the automatic responses you have in your store. If you wish to replace them, you need to disable automations sent by BigCommerce and enable them in Omnisend.
Please take a look at the order statuses mapping in the table below.
BigCommerce status | Order status in Omnisend |
Pending | Not mapped |
Awaiting Payment | Not mapped |
Awaiting Fulfilment | Paid for Order |
Awaiting Shipment | Paid for Order |
Awaiting Pickup | Paid for Order, Order Fulfilled |
Partially Shipped | Paid for Order, Order Fulfilled |
Completed | Paid for Order, Order Fulfilled |
Shipped | Paid for Order, Order Fulfilled |
Canceled | Order Cancelled |
Declined | Order Cancelled |
Refunded | Order Refunded |
Disputed | Not mapped |
Manual Verification Required | Not mapped |
Partially Refunded | Order Refunded |
When it comes to Abandoned Cart automation, Omnisend provides two benefits:
the cart abandonment is triggered as soon as the customer provides guest details, specifically his email address;
cart recovery URL will work across different browsers and devices. If you abandon a cart on the desktop and follow the link from your phone, you will be directed to the check-out page you have started.
Find a more detailed description of the Automation workflow setup in the relevant article.
Note! Our BigCommerce integration does not currently support multi-currency redemption.
Testing order-related workflows
The most straightforward way to test your automation workflow performance is to trigger them in your store. While testing, make sure to:
adjust the delay to trigger the workflow Immediately;
use the Incognito window of your browser;
use different email addresses, as some of the flows, Abandoned Cart, in particular, can be triggered only once per day unless you adjust the Frequency setting.
Tip: if you add +something to your email address, it will be treated by the system as a new email address, but the email message will be sent to your inbox still. Example: [email protected] → [email protected] or [email protected], etc.
Now, let's check how placing the test order would look in your BigCommerce admin:
1. In your BigCommerce admin, proceed to the Orders section → click on the Add button.
2. To place an order in BigCommerce, you need to follow four different steps. They are pretty straightforward, so you won't need to worry about getting lost.
3. At the last stage, you will get the option to use Manual payment.
That's it; the order is added to the admin panel 🤩
If you need to change the status of the order to test automation workflows that have different payment statuses, you may use this option:
Find more information on the Automation workflow triggers settings here. If you faced any issues while testing the automation, make sure to check our troubleshooting guide.
FAQ
Why can't I access the Omnisend app in the BigCommerce apps section?
Only the owner of a BigCommerce store has access to the Omnisend app. Other roles, such as Sales, Custom, Admin, etc., will not be able to see, edit, or uninstall it. Omnisend has a Single-Sign-On (SSO) integration with BigCommerce. This means that it can only be accessed, edited, or uninstalled by the owner of the BigCommerce store to ensure secure access and data protection.