You might have a few questions while creating a new automation or editing an existing one. That’s why we’ve gathered the most frequently asked questions about automations and provided clear answers to help you along the way.

Unfortunately, setting the message to be sent on a particular date is  not possible. However, you can only specify the delay or the time of the day when your message should be sent.

You can edit the content of one of the emails in the automation by selecting the email and clicking on "Edit content". Once opened, drag&drop a Discount item to the content and edit the settings up to your liking.

When you update any part of your workflow, it's normal to see different metrics. Each workflow stage tracks how many customers interacted with each block (e.g., received a message, got a tag) or skipped it. Customers might skip a block if they're not eligible for that specific action (e.g., not subscribed to an SMS channel will skip the SMS block but move to the next stage).

If you change any part of your automation, you must wait 30 days without further changes to ensure that all statistics are accurate and aligned across the workflow. Additionally, when a new block is added, its metrics start at zero, as no customers have passed through it yet.

To add an SMS message to your welcome workflow, just drag&drop SMS block to the automation.

To disable transactional emails in BigCommerce, you need to go to Marketing → Transactional emails → disable corresponding transactional emails that you plan to create in Omnisend.

After enabling the sequence, the message you add will only be sent to the newly added contacts. While for those who entered the workflow already, you may choose whether to complete the series under the old rules (without the message you have added) or cancel. This applies to all the blocks: Delay, Push notification, SMS, Tag, Split, and A/B testing.

Unfortunately, it is not possible. You can only add a tag to the contact profile. Later, you can use those tags to segment your contacts and perform manual actions like unsubscribing in bulk or use them for further campaigns/etc.

If you'd like the contact to skip the message which channel they are not subscribed to, you need to check the box 'Pass non opted-in contact to next workflow step'. For example, if the contact is not subscribed to SMS, they will skip it and receive the email.

If the box is not checked, contacts will get stuck at one message if they are not subscribed to the channel.

Custom preset automations can only be triggered for subscribed and non-subscribed contacts. However, automations based on custom events can be triggered for each type of contact, including unsubscribed.

You can add a segment-based audience filter restricting the workflow to be triggered ONLY for contacts that belong to the Test Segment.

When you copy the automation, Omnisend creates a new instance of the workflow. Therefore, changes to any of these workflows won't be reflected in the other one.

To cancel the workflow for contacts that didn't open the Email or SMS message, you can add a Split condition based on the message behavior. If you don't add any action to the No path, those contacts that don't open the message will exit the workflow.

If an email faces issues, such as low credits or sende domain errors, the affected contacts will be canceled from the flow and won't receive further messages. However, the rest of the automation continues, enabling new contacts to join, and messages will be sent if there are sufficient credits available. If there aren't enough credits or new issues arise, contacts facing these problems will be canceled from the flow to maintain the smooth functioning of the automation.

It depends on your ecommerce platform; for example, Shopify is one of the platforms that will automatically convert the units to grams.

It is not possible to set multiple triggers for a single workflow, but you can add up to 5 different trigger filters. For example, if the trigger is placed order, you can use products tags as a trigger filter.

It is currently impossible to pull over anything except for the default options available in the personalization menu or the individual Items. Check the article below to see the information that can be added to the Email message content.

None of the platforms that have direct integration with Omnisend are passing Delivered status to Omnisend. However, you can integrate Omnisend with 3rd party Shipping applications - ShipStation, AfterShip, or any other app that can be integrated through Zapier.

You can add Exit Condition to your Browse Abandoned to cancel the workflow when someone abandons a cart in your store. Check the article below for detailed instructions.

It is not possible to track your contact behavior retrospectively. Omnisend should recognize the customer first and then start monitoring their behavior. However, the Abandoned Cart workflow will be triggered since we are adding the OmnisendCartProducts and store cart info in this cookie.

Abandoned Cart automation gets triggered only in case we can identify the contact and the contact has satisfied all of the conditions in the Trigger settings — trigger, trigger filer, and an audience filter. The contact will exit the sequence in case the Exit condition is satisfied (placed order or another requirement).

It is impossible to trigger the workflow with the Signup trigger, but you can use the Customer to enter the Segment trigger instead. In the Segment settings, you need to define the condition that would identify those contacts uniquely, for example, subscription status subscribed to email + tag (assigned by the workflow with the Order Placed trigger).

As for now, there is no way to set store-level notifications. However, there is a workaround using Webhooks to receive notifications when an action is performed in your account. You can learn more in the dedicated article.

Recurring automation workflow can be set up using a Birthday preset only. This automation is based on the birthday date stored in your contacts' profiles. If you wish to trigger the workflow for a different occasion, you will still need to record that date under the birthday field.