Start With Strategy: Map the Customer Journey
Before building automations, outline your key customer flows. Think about:
What key actions or milestones should trigger communication?
What customer segments will benefit most from automation?
Where do customers typically drop off or disengage?
Use this to identify where automation adds value – whether it's post-purchase engagement, reactivation, onboarding, or milestone rewards.
Build the Core 5 Automations
Make sure to build our top five must-have automation flows - >> Link
Test and Optimise
Start simple, monitor performance, and iterate. Track key metrics and adjust your flows as you go.
Avoid Over-Automation
More isn’t always better. Ensure automations don’t overlap or spam customers. Space out messages and prioritise based on intent.
Use Clear Goals for Each Flow
Every automation should serve a specific purpose — e.g. increase repeat purchases, reduce churn, boost points redemption. Start with the outcome in mind, then design backward from there.
Minimise Friction
Make it easy for customers to act:
Include links to their contacts portal
Show points balance or next reward in the e-mail
Less effort = higher engagement.
Set Re-Enrolment Settings & Starting Filters
Avoid outdated, repeating or conflicting automations by:
Only include specific customers using filters on the trigger
Excluding already engaged users from re-enrolment
Use Internal Naming Conventions
Organise flows clearly:
Use names like onboarding automation 1, or Win-back/Retention automation 3
Include the automation’s purpose and audience in the name for quick reference
Regularly Audit Your Automations
Set a recurring reminder to review:
Are all emails still relevant and branded?
Are reward details or offer expiries accurate?
Are any flows overlapping or outdated?
Delete old automations
Keep your list clean and relevant. Once you no longer need an automation, click on it, then on actions>delete!