What is an Automation?

What’s better than being able to send broadcasts to customer segments and lists is creating messages that can be automatically sent based on data driven triggers. For example, automatically send a renewal reminder mail for upcoming subscription renewal.

Automations are useful for a lot of things. You can use them for simple automated messaging like welcome emails to more complex workflows for proper customer onboarding. Here is an example:

• On new profile, send a welcome message

• If customer is yet to activate their card

• Send them an email asking if there is a way to help

• Wait for 4 more days

• If card still not activated, send another nudge

With automations, you can easily upsell or move customers to the next phase of the growth cycle, whether that is acquisition to activation or activation to retention. This is what we mean when we say we are messaging for customer growth and retention.

Supported triggers

A trigger is an event that causes the automation to start.

• Customer added to Engage - Trigger an automation when a new customer data is added to your Engage account.

• Event is triggered - Trigger an automation when a customer event is triggered.

• Date attribute trigger - Trigger an automation when there is a date match with a customer attribute. Use this to create date related automations like appointment reminders or birthday wishes.

• Message status - Trigger an automation when there is any of the message events: opened, clicked, failed, delivered or complained

• Customer attribute change - Trigger an automation when any of the customer's attribute changes. Note that is also triggered when a new customer that has the trigger attribute is added to Engage.

• Customer joins segment - Trigger an automation when a customer joins a Segment

• Customer joins list - Trigger an automation when a customer joins a List

• Customer leaves segment - Trigger an automation when a customer is removed from a Segment

• Customer leaves list - Trigger an automation when a customer is deleted from a List

• Customer unsubscribes from segment - Trigger an automation when a customer unsubscribes from message from a Segment

• Customer unsubscribes list - Trigger an automation when a customer unsubscribes from a List

Actions

Here are the currently supported actions:

• Send email

• Send SMS

• Send push notification

• Send web in-app message

• Add customer to List

• Call webhook

• Unsubscribe customer from List

• Remove customer from list

• Archive user

• Add/update customer's attributes

• Delete customer's attributes

• End automation

Controls

• Delay - Pause automation for a relative time, e.g., 5 minutes, 2 days.

• Wait until - Pause automation till an absolute date and time, e.g., Oct 20, 2030

• If/Else - Add a condition that splits the automation to a Yes or No workflow

• Go to automation stage - Reconnect to another automation stage