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Marketing Automation

Create automated customer engagement sequences that trigger based on customer events. Build welcome campaigns, birthday offers, win-back sequences, and more.

Navigate to the Marketing Automation page from the sidebar.

Overview​

Marketing Automation has two main sections:

  • Customer Segments — Define groups of customers based on shared characteristics.
  • Automations — Build multi-step sequences triggered by customer events.

Customer Segments​

Segments are groups of customers that match specific rules. Use segments to target automations at the right audience.

Creating a Segment​

  1. Go to the Customer Segments tab.
  2. Click New Segment.
  3. Enter a name and description.
  4. Add rules using the rules builder:
    • Select a field (e.g., totalSpent, purchaseCount, lastVisit)
    • Select an operator (e.g., equals, greater_than, less_than, contains)
    • Enter a value
    • Add additional rules as needed
  5. Toggle Active on.
  6. Click Create Segment.

Segments show their member count — the number of customers currently matching the rules.

Managing Segments​

Each segment card shows the name, description, member count, and active status. Use the dropdown menu to:

  • Edit — Update name, description, or rules
  • Refresh Members — Recalculate the member count
  • Delete — Remove the segment

Automation Sequences​

Automations are multi-step workflows that run automatically when triggered by a customer event.

Trigger Types​

TriggerWhen It Fires
Customer SignupWhen a new customer is created
After PurchaseAfter a customer completes a sale
Customer BirthdayOn the customer's birthday
Customer InactivityWhen a customer hasn't visited in a set number of days
Enters SegmentWhen a customer enters a defined segment
Manual EnrollmentManually add customers to the sequence

Creating an Automation​

  1. Go to the Automations tab.
  2. Click New Automation.
  3. Enter a name and description.
  4. Select a trigger type.
  5. If the trigger is "Enters Segment", select which segment.
  6. Click Create Automation.

Adding Steps​

After creating an automation, add steps to define what happens:

  1. View the automation detail panel (right side).
  2. Click Add Step.
  3. Choose a step type:
Step TypeWhat It Does
Send EmailSends an email to the customer (enter subject and template)
Send SMSSends a text message to the customer (enter message text)
WaitPauses the sequence for a set number of minutes
Add PointsAwards loyalty points to the customer
  1. Configure the step details and set a delay (in minutes) before the step executes.
  2. Click Add Step.

Steps are displayed as a timeline showing the sequence order, icons for each step type, delay info, and configuration details.

Managing Automations​

Each automation card shows the name, trigger type, and status. Statuses are:

StatusDescription
ActiveRunning and processing customers
PausedTemporarily stopped
DraftNot yet activated

Use the dropdown menu to:

  • Edit — Update name, description, or trigger
  • Pause / Activate — Toggle between active and paused
  • Delete — Remove the automation

Example: Welcome Sequence​

  1. Create automation with trigger Customer Signup.
  2. Add step: Send SMS — "Welcome to our store! Show this text for 10% off your first visit."
  3. Add step: Wait — 3 days (4320 minutes).
  4. Add step: Add Points — Award 50 bonus loyalty points.

Example: Win-Back Campaign​

  1. Create a segment: customers where lastVisit is greater than 60 days ago.
  2. Create automation with trigger Enters Segment, linked to that segment.
  3. Add step: Send SMS — "We miss you! Come back for 15% off your next visit."
  4. Add step: Wait — 7 days.
  5. Add step: Send Email — Follow-up reminder with store highlights.

Tips​

  • Start simple — Begin with a welcome sequence and birthday campaign before building complex flows.
  • Respect opt-in — Only send SMS/email to customers who have consented (check SMS Consent and Email Consent on their profile).
  • Test first — Create a test customer and manually enroll them to verify messages look correct.
  • Don't over-message — Limit automated messages to avoid annoying customers.

Next Steps​