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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
Purchased ticket to an event - using enhanced filtering
You can now refine this condition further by selecting specific event(s) and, where available in your event data, also narrowing it down by ticket type. This means you can target contacts not just based on the event they purchased for, but also the exact ticket type they bought (e.g. General Admission, VIP, Early Bird), provided that ticket type information is included in your event import.
This gives you more granular control over your automations and allows for more personalised journeys based on purchase behaviour.
Example:
Important note on ticket type visibility
The ticket types shown in this condition reflect only the data that has been imported or synced into the platform. If certain ticket types are missing from the list, this usually indicates they were not included in the original import or source integration.
If you notice missing ticket types, please check the original data source or import file to ensure all ticket type information is being passed through correctly.
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.
Automations and Dynamic lists: While you can select a dynamic list as the trigger (e.g., “Subscribes to list”), you can’t use a dynamic list as the recipient list for sending messages.
If you’d like to send emails to these contacts, you’ll need to select or create a static list (not dynamic) and use that list as your send audience.
Need help?
Contact us at support@audiencerepublic.com