How to set up Automation flow?

Introduction to Automation Flow:

Automation Flow is the enhanced and updated version of the previous Review Request Email feature. It provides merchants with a powerful tool to create automated email sequences. These sequences are automatically sent to customers when specific events or conditions occur.

How to Create an Automation Flow:

You can create an automation flow in two ways: by using a pre-built template or by starting from scratch.

Creating an Automation Flow with a Pre-Built Template:

1. Navigate to Collect Reviews > Automation flow and click Create flow.
2. Select the Browse template option. You will see two choices for each template:

• Preview: This allows you to see a summary of the flow and understand what it does. From the preview, you can either click Edit flow to customize it in the editor or click Activate flow to turn it on immediately.
• Use flow: This opens the pre-built template directly in the flow editor. After you finish making your changes, enable the Flow status toggle in the top-right corner and select Save & turn on to activate the flow.

Creating an Automation Flow from Scratch:

1. Navigate to Collect Reviews > Automation flow and click Create flow.
2. Select Start from scratch.
3. You will be taken to the flow editor, where you can build your custom automation by dragging and dropping different components, called nodes.

Understanding Flow Components (Nodes):

An automation flow is built using several types of nodes, each with a specific function.

Trigger Node:

The Trigger node is the starting point of your automation. When the event defined in this node happens, the flow begins for that buyer. Once the flow is saved, the trigger event is locked. This prevents any disruptions for customers who are already active in the flow.

• Trigger Events: You can start a flow based on one of three events: Order fulfilled, Order placed, Review submitted
• Trigger Filters: You can add more specific conditions to your trigger. The available filters change depending on the trigger event you select.
• Filters for "Order fulfilled" event: Product ID, Shipping Country, Fulfillment date.
• Filters for "Order placed" event: Product ID, Shipping Country, Total price, Placement date.
• Filters for "Review submitted" event: Product ID, Submission date, Star rating, Text content, Media status.

Action Nodes:

• Send email: This node sends an email to the customer. You have 2 options:
• Use email template: Choose from pre-written emails covering five topics: Review request, Reminder, Thank you, Apology & resolution, and Incentive & Rewards.
• Create new email: Manually design a new automated email. You can edit the following elements: Sender's name, Email subject, Preheader, Text, Button, Product, Image, Discount offer, Discount code, and Divider.
• Available variables: You can personalize your emails using variables like: Buyer full name, Buyer first name, Buyer last name, Buyer last email, Shop name, Order date, Order id, Discount Code, Discount offer, and Discount expire date.
• Send test email: Within the "Send email" node, you can use this button to send a test email to yourself to see how it looks.

Delay Nodes:

Delay nodes pause the flow for a certain amount of time or until a specific event occurs.

1. Time delay: Pauses the flow for a specific duration, which can be set in days or hours.

2. Wait for event: Pauses the flow until one of the specified events (order fulfilled, order placed, review submitted) happens, or until a maximum time limit is reached.

• Max. time (Optional): If you set a maximum wait time, the flow will split into two paths:
• Condition met: This path is followed if the event occurs before the maximum wait time ends.
• Maximum wait of [time]: This path is followed if the maximum wait time ends and the event has not occurred.

Flow Control Nodes:

Flow control nodes direct customers down different paths based on specific conditions.

• True/False Branch: This node splits the flow into two distinct paths.
• True: This path is followed if the defined condition is met.
• False: This path is followed if the condition is not met.
• The set of available conditions for the branch will change based on the trigger you selected at the start of the flow.

Exit Node:

This node marks the end of the automation. When a customer reaches this node, the flow stops for them.

Managing Your Automation Flows:

You can turn off or permanently delete any flow you have created.

How to Turn Off an Automation Flow:

To turn off the flow, please follow the steps below:

1. Go to Collect Reviews > Automation flow.
2. Click the toggle button next to the flow you wish to deactivate.
3. Select Save & turn off.

How to Delete an Automation Flow:

First, you must turn off the flow using those steps:

1. Go to Collect Reviews > Automation flow.
2. Click the toggle button next to the flow you wish to deactivate.
3. Select Save & turn off.
4. Once the flow is inactive, click the "..." icon next to it and choose Delete.

Updated on: 28/08/2025