Workflows

Workflows

Automate your marketing and customer engagement with powerful workflow automation.

What are Workflows?

Workflows are automated sequences that trigger based on customer behavior and execute a series of actions automatically.

Benefits

  • Save time on repetitive tasks
  • Personalize customer journeys at scale
  • Increase engagement and conversions
  • Improve customer retention

Workflow Components

Triggers

Start workflows based on various events:

Customer Triggers

  • New Customer: When a customer is created
  • Customer Segment Change: When a customer enters or exits a segment
  • Customer Tag Added: When a specific tag is added
  • Customer Birthday: On customer’s birthday

Order Triggers

  • Order Status Changed: When an order status changes
    • Configure “from” and “to” status filters
    • Example: Trigger when status changes from “processing” to “completed”
  • Order Completed: When any order is marked as completed
  • High Value Order: When an order exceeds a specified amount
    • Configure minimum order value threshold

Time-Based Triggers

  • Scheduled: Run at specific times
  • Date-based: Trigger on specific dates

Actions

Execute these actions when workflows trigger:

Communication

  • Send Email: Send a custom email to the customer
    • Select a template or write custom content
    • Customize subject and body
    • Use personalization variables

Customer Management

  • Add Tag: Add a tag to the customer
  • Remove Tag: Remove a tag from the customer
  • Add to Group: Add customer to a group
  • Remove from Group: Remove customer from a group
  • Update Customer Field: Change a customer attribute

Flow Control

  • Wait/Delay: Pause workflow for specified time
  • Condition: Branch based on customer attributes

Conditions

Control workflow flow with conditions:

  • If/Else logic
  • Customer attributes (name, email, etc.)
  • Purchase history (total spent, order count)
  • Segment membership
  • Tag presence
  • Date/time checks

Creating a Workflow

Step 1: Basic Information

  1. Navigate to Workflows in the main menu
  2. Click Create Workflow
  3. Enter a descriptive name
  4. Add an optional description

Step 2: Choose a Trigger

Select what starts your workflow:

For Customer Triggers:

  1. Select “New Customer” or other customer event
  2. Configure any additional conditions

For Order Triggers:

  1. Select the order event type
  2. Configure trigger-specific settings:
    • Order Status Changed: Select “from” and “to” statuses
    • High Value Order: Enter minimum order value

Step 3: Add Actions

Build your workflow sequence:

  1. Click Add Action
  2. Select action type
  3. Configure action settings

For Send Email:

  1. Optionally select a template (pre-fills subject/body)
  2. Customize the email subject
  3. Write or edit the email body
  4. Use variables for personalization:
    • {{first_name}} - Customer first name
    • {{last_name}} - Customer last name
    • {{email}} - Customer email
    • {{order_number}} - Order number (for order triggers)
    • {{order_total}} - Order total (for order triggers)

Step 4: Review and Activate

  1. Review your workflow configuration
  2. Check the trigger and actions summary
  3. Click Save Workflow (saves as draft)
  4. Toggle Active to enable the workflow

Common Workflow Examples

Welcome Series

Trigger: New Customer

Actions:

  1. Send welcome email immediately
  2. Wait 3 days
  3. Send tips/getting started email
  4. Wait 7 days
  5. Send special offer email

High Value Order Thank You

Trigger: High Value Order (minimum $500)

Actions:

  1. Add “VIP” tag to customer
  2. Send personalized thank you email
  3. Add to “VIP Customers” group

Order Completed Follow-up

Trigger: Order Status Changed (to: completed)

Actions:

  1. Wait 7 days
  2. Send review request email
  3. Wait 14 days
  4. Send related products email

Win-Back Campaign

Trigger: Customer Segment Change (to: At Risk)

Actions:

  1. Send “We miss you” email
  2. Wait 7 days
  3. Send special discount offer
  4. Add “Win-back” tag

Post-Purchase Follow-Up

Trigger: Order Completed

Actions:

  1. Wait 3 days
  2. Send shipping/delivery tips
  3. Wait 14 days
  4. Send product care tips
  5. Wait 30 days
  6. Send replenishment reminder

Managing Workflows

Workflow List

View all workflows with:

  • Workflow name and description
  • Trigger type
  • Status (Active/Inactive)
  • Last triggered date

Editing Workflows

  1. Click on a workflow to open details
  2. Make changes to trigger or actions
  3. Save changes

Activating/Deactivating

Toggle the Active switch to enable or disable a workflow without deleting it.

Deleting Workflows

  1. Open the workflow
  2. Click Delete Workflow
  3. Confirm deletion

Workflow Performance

Track Metrics

  • Total times triggered
  • Completion rate
  • Email open/click rates
  • Conversion tracking

Optimization Tips

  • Review metrics weekly
  • Identify drop-off points
  • A/B test email content
  • Adjust timing based on results

Best Practices

Start Simple

  • Begin with basic workflows
  • Test thoroughly before activating
  • Add complexity gradually
  • Monitor performance

Timing Matters

  • Don’t send emails too quickly after triggers
  • Space out messages appropriately
  • Consider customer timezone
  • Test different timing intervals

Personalization

  • Always use customer name in emails
  • Reference specific products/orders when relevant
  • Segment-specific content where possible
  • Test personalized vs generic approaches

Exit Conditions

  • Set clear exit conditions
  • Remove from workflow when goal achieved
  • Respect unsubscribe preferences
  • Avoid over-communicating

Email Best Practices

  • Write clear, compelling subject lines
  • Keep emails concise and scannable
  • Include clear call-to-action
  • Test emails before activating workflow
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