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Overview of automations

Automations help you engage fans at scale by setting up trigger-based workflows that run without manual effort.

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Written by Support Team
Updated this week

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What are automations?

Automations let you set rules based on fan actions or dates to trigger workflows — like sending an email, tagging fans, or removing them from lists. Common uses include:

  • Welcome emails after sign-up

  • Follow-ups post-ticket purchase

  • Tagging fans by genre preferences

  • List cleanups and segmentation


How to create, edit or duplicate automations

  • Click the initials icon at the bottom left of your dashboard and select Automation

  • Click New Automation to get started.

  • You can also manage existing automations by toggling between:

    • Active

    • Paused

    • Inactive

Managing existing automations

To start, pause, stop, or delete an automation

  • Click the Settings icon in the top-right corner

  • Choose your desired action

Pause vs Stop

  • Pause: Fans are kept in the queue and will continue when resumed.

  • Stop: Clears fans from the queue — they won’t continue if resumed.

Duplicate an Automation

  • Go to the Automations page

  • Click the three-dot menu next to an automation

  • Select Duplicate (this creates a new version in a stopped state)


Automation triggers and actions

Triggers

Triggers are the conditions that start the workflow.

Examples include:

  • Registers for campaign

  • Subscribes to list

  • Purchases ticket

  • Birthday

  • Clicks a tracked link

  • Tag added / removed

Actions

  • Actions define what happens after the trigger fires:

  • Send Email / Send SMS

  • Add/Remove Tag

  • Add to/Remove from List

  • If/Else logic

  • Delay by or Wait until

  • Unique – prevents contacts from re-entering automation


Manage Automation Status

  • Start: Launch the automation after all steps are complete

  • Pause: Temporarily holds contacts in queue

  • Stop: Clears the queue, no new fans added

You’ll also see:

  • In Progress: Fans delayed in a step (e.g. "Delay by")

  • Completed: Number of fans who reached the final action


Best Practice Examples

Remove Contacts from a List

  • Trigger: Tag added

  • Action: Remove from list

  • Add the tag to contacts via Audience Manager to trigger removal

Send an automated email to fans who didn't open a message

  • First, create a segment using the Audience Filter:

  • Select "didn't open message"

  • And save it as a segment

  • Next, in the Automation, drop the "If/Else" Action

  • And select the Segment

Example:

  • This is how the automation should display it:

  • Example:

Birthday offer

  • Trigger: Birthday

  • Action: Delay by 3 days before

  • Action: Send email or SMS with special offer

Welcome new subscribers

  • Trigger: Subscribes to list

  • Action: Send welcome email

  • Optional: Tag by genre or list

Add genre tag(s) to subscribers

If a fan subscribes to a list, a genre tag will be automatically added, however, if the fan doesn't subscribe, then they won't be added to the list:

  • Click and drag Subscribes to List as the Trigger

  • Next to Triggers, click on Actions

  • Click and drag If/Else

  • Select 'Tag assigned to or'

  • Click and drag Add to List

  • Select the List

  • Click save


Testing Automations

  • Ensure the test email isn’t already subscribed to the list — otherwise the automation won't fire.

  • Use Send a test in the email builder to preview automated emails.

  • For ticket purchase automations, create a test event and make a purchase using a unique email.


Preview and share automation emails

  • Drag in the Send Email action

  • Click Preview to see Desktop and Mobile views

  • Click Preview > Shareable Preview Link to share with your team


Marketing vs Transactional Emails

Feature

Marketing Email

Transactional Email

Purpose

Promote, engage, sell

Provide info tied to a fan action

Opt-out required?

Yes

No

Triggered by

Scheduled or campaign-driven

Fan-initiated action

Common use

Newsletters, offers

Ticket confirmation, event info

How to Set

  • In Send Email or Send SMS step, select Marketing or Transactional

  • Design the message using the email builder

  • Save and set automation to Active


Manage Automation Status

  • Start: Launch the automation after all steps are complete

  • Pause: Temporarily holds contacts in queue

  • Stop: Clears the queue, no new fans added

You’ll also see:

  • In Progress: Fans delayed in a step (e.g. "Delay by")

  • Completed: Number of fans who reached the final action


Troubleshooting

Didn’t receive the automation email?

Check the following:

  • The contact wasn’t already subscribed

  • The automation was active at time of trigger

  • Email address has no typos

  • Message didn’t land in spam/junk

  • Wait for any processing delays

Automation isn’t triggering?

  • Pause the automation

  • Wait 5 minutes

  • Resume it

“Unique” block not working?

Add the Unique block before your main action to ensure each contact can only pass through the automation once.


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