Set up automatic flows

A flow is a message that goes by itself when a customer reaches an occasion: they have not bought for a while, it is their birthday, they bought for the first time, or they bought a few days ago. Each flow fires once per occasion.

Before you start

• You need Change the CRM: tags, notes, consent, segments, campaigns, deals to change a flow, and Send campaigns and switch flows on to switch one on.
• E-mail flows reach customers with an e-mail on their record. WhatsApp flows are in early access. See WhatsApp campaigns.

Steps

1. Open CRM → Flows.
2. Find the flow you want, for example Win-back.
3. Under Channel, pick E-mail (or WhatsApp).
4. Set the wait. Each flow names it: Not seen for (days), Days before the birthday, Days after the first purchase or Days after the visit.
5. Set New messages a day at most (50 by default).
6. Optional: add an Offer link and a Coupon code.
7. Write the Message for each language you serve. A box you leave empty uses the ready text shown in it.
8. Tick Send this flow.
9. Select Save.

The flows

Good to know

• What counts as a purchase. The flows read the same figures as the customer record: issued invoices and delivered online orders. They are worked out every night, so a flow message is queued the night after the occasion and sent within the day's pace.
• Flows follow consent, the quiet hours, the day's limit and each customer's monthly limit, like campaigns. See set up the CRM.
• Credit reminder is not a CRM flow: reminders to customers who owe are sent by Collections, never twice. The card links to their settings.
• Abandoned online cart shows coming soon: it cannot send.
• Each flow card shows its results: sent, waiting, replied, bought and sales after the message.
• You can use the same placeholders as in campaigns: {name}, {coupon}, {shop}, {link} and others.