With the automation workflows, you don't need to choose what emails and when should be sent. They are sent automatically when a particular event happens, whether it is an order placed in your store or the customer who enters the Segment.


Automation Trigger settings
Event-based automation workflows
Segment-based trigger
Triggering automation workflows retrospectively

Before you start 

  1. Automation workflows can be used on the Free Trial and paid plans only. Find more information on Omnisend pricing.
  2. The type of automation defines what channels can be added. While Email, SMS, and Push Notification channels can be added to every automation workflows, Facebook Messenger can be added to transactional flows/automations.

Automation Trigger settings

Each trigger consist of the following stages:

  • Trigger and trigger rules, defining when the customers enter the flow
  • Audience filter, checking the customers' eligibility 
  • Exit conditions, canceling the sequence at any stage when a particular event fires
  • Frequency, limiting the number of particular event triggering by a single customer

In this article, we focus on the trigger and trigger filters and explain how you can use them and what information can be added to the email message with each of the triggers.

Follow this guide to set-up your automation workflow

Trigger rules

Each of the triggers has its own set of rules, while some of them are as simple as the Sign-up form triggering the flow, the others identify order statuses unique for each of the platforms. When you choose to create the order with one of the pre-set automation flows, we adjust the trigger automatically. However, you may also find the list of the order statuses for your store platform in the relevant article.

You will see the set of the rules available for the trigger as soon as you add it to the flow. 

After selecting the rule, you will set a more targeted email to be sent to your customers.

Event-based automation workflows

With the event-based automation, the trigger will carry the information related to the event you have triggered and therefore define the content you can add to the message. For example, the Order Placed and Order Status Change triggers contain the information about the order, shipping, and billing address. At the same time, the Abandoned Cart automation will have a link to the Cart your customer has abandoned. 

Information passed with the Order-based event:

Order                      Shipping address           Billing address
-----                      ----------------           ----------------
Order ID                   First name                 First name
Order number               Last name                  Last name
Order name                 Country                    Country
Order date                 Country code               Country code
Currency                   State                      State
Total price                State code                 State code  
Subtotal price             City                       City
Discount                   Address                    Address  
Shipping price             ZIP/Postal code            ZIP/Postal code
Order status page URL      Company                    Company  
Order note                 Phone                      Phone  

What is important to note here is that the information passed with the event will exist only within the automation triggered by that event. If you need to add the Order ID, Order number and other details, you should set the trigger to Order Placed or Order Status changed.

You can see the list of properties passed with the event in the personalization menu. 

You can either add these items as a text to the email message content or add blocks that contain this information already. 

We will also update your customer profile based on the information provided on the check-out page. Let's consider a few examples.

  • Profile data that your customer provides at the check-out can be used to Segment your customers and can be inserted into the content of the message with a personalization option.
  • Order date or the products your customer has purchased will be added to the system, allowing you to Segment your customers based on these data. However, you won't be able to add it to the message.

Order summary for Orders based automation

Abandoned Products for abandonment automation

Order Placed & Order Status Change

When you use Order Placed trigger, the initial status of the order should match the condition from the filter. In case the initial order status is different, from the one specified in the workflow settings, the trigger should be set to Order Status Change.

Segment-based trigger

The list of the event-triggered automation workflows is limited, but you may also trigger it every time the customer enters the Segment. Since the options you may use to Segment your customers are more extensive, you may trigger the workflow based on the profile data, engagement with the Email or SMS campaigns, and purchase behavior.

Note, customer enter/exit the Segment event doesn't carry the information about the order the customer placed. Although you can trigger the automation when the order is placed, you can't add the information about the order, such as order number or billing information.

Contact enters/exits a Segment Automation

Triggering automation workflows retrospectively

All of the automation workflows are triggered when a particular event happens, but some of them can be triggered after some time passes by. Keep in mind, only some of the pre-set automation can be triggered retrospectively.

Let's imagine that we create an Order Follow-up workflow and set the delay to 30 days. In that case, the customer who placed the order in your store 30 days ago will receive the automation today, even if he placed the order before this automation was enabled, and Omnisend was integrated with your store.

Important! If you create a custom workflow and set the trigger equivalent to the one Order Follow-up workflow has it won't work retrospectively.

While the Order Confirmation email is triggered for every order, Customer Re-activation can be sent only in case the customer didn't place any orders in a while (defined by the delay).

Have any additional questions? Talk to us at support@omnisend.com.

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