Scenarios

Scenarios are automated communication sequences that help you reach customers at the right moment with the right message.

Instead of manually sending hundreds of emails, you can set up a scenario once and let it work for you – from welcome messages to abandoned cart reminders.

Requirements

Before creating a scenario, make sure that:

• Web tracking is properly configured.
• If you plan to use price drop notifications, you have added a product feed.

Scenarios – statuses and marketing metrics

Each scenario has a status that shows what stage it’s in:

• Drafts – scenarios in progress. You can preview, activate, edit, duplicate, and delete them.
• Active – scenarios currently in use.
• Stopped – scenarios paused by you. You can edit and activate them.
• Deleted – you can restore deleted scenarios at any time.

Marketing metrics help you evaluate how effective your scenarios are, along with the email, SMS, and web push content used in them. You’ll find the metric definitions in Scenario statistics and email content reports.

How to interpret data: If you have a high number of “started” but low “completed”, check if there are delays that are too long between steps or if messages aren’t engaging enough.

Content types and custom events in scenarios

You can use four communication channels in scenarios:

• Email – the most common channel, perfect for longer content and offers.
• SMS – for quick contact, great for urgent notifications.
• Web push – for instant browser notifications.
• Mobile push – for notifications in your customers’ mobile apps.

You create content for scenarios directly within them – you cannot use ready-made campaigns from other sections of the application.

Custom events are useful elements for recording non-standard actions and activities performed by a customer on your store’s website. You can use them as the starting point for a scenario – the Custom event trigger.

Create a scenario

Each scenario consists of elements connected in a logical sequence. To build one, go to Automation > Scenarios and click Create scenario. Then:

1. Set the rules for how the scenario works in Scenario settings.
2. Choose a start point – the moment a customer enters the scenario. Read more in Scenario start points.
3. Add the channels and events the scenario consists of. Read more in Scenario elements.

Scenario settings

To open the settings, click the settings icon at the top of the scenario editor.

Before you start building, establish the rules for how it works:

1. Under Can a customer enter this scenario multiple times at once?, decide what happens if a customer is already in the scenario and enters it again.
   • Yes, allow multiple entries – customer goes through the scenario from the beginning. It’s worth choosing for scenarios focused on orders.
   • No, limit to one entry at a time – the customer can have only one active entry. Then choose what happens to a new entry:
     • Block the new entry, and keep the current one active – the next attempt to enter is ignored while the customer is still in the scenario. This option is selected by default. Customers who completed the scenario can enter it again. This solution is good for welcome scenarios.
     • Cancel the current entry, and start a new one – the current entry is canceled, and the customer starts a new one.
2. Optional: Under Remove the customers from this scenario when they, choose when to automatically remove a customer from the scenario. By default, no condition is selected. You can select one or both conditions. Select a condition to show its settings:
   • Place an order on – the customer is removed after placing an order. Set it up with these options:
     • Source – choose Any source (default), a website, or a mobile app. The list shows only active websites and apps.
     • The order status is one of – select one or more order statuses from the list. The customer is removed only when the order has one of the selected statuses. You must select at least one.
     • Place an order within the last – enter a number and choose hours (default) or days. Only orders placed within this period count.
   • Visit – the customer is removed after visiting your website or app. In Source, choose Any source (default), a website, or a mobile app.
3. Click Save to apply the settings, or Cancel to discard them.

If you select both removal conditions, the customer is removed when any of them is met. If you clear a checkbox, its settings are hidden but not lost until you save or cancel.

Helpful tips:

• If a customer completes a scenario and enters it again, they won’t be treated as a duplicate.
• If you’re running an abandoned cart recovery scenario, choose No, limit to one entry at a time and then Cancel the current entry, and start a new one. This way, customers who change their cart start again and receive messages with the latest cart contents.
• To limit how often customers enter the scenario, choose No, limit to one entry at a time with Block the new entry, and keep the current one active, and add a Delay element before the endpoint in your scenario, setting the interval to 1 day, for example.

Start points – when to trigger scenarios

A start point is the moment a customer enters the scenario. Read about all of them in Scenario start points.

Main triggers

Sign-up, Repeat on schedule, On date, Custom event, and Event anniversary. Read more in Main triggers.

Website and mobile app activities

Abandoned browse, Abandoned cart, Add to cart, Order, and Price drop. Read more in Website and mobile app activities.

Communication channels

Send email, Send SMS, Send web push, and Send mobile push. Read more in Communication channels.

Events – what else can happen in scenarios

API call, Delay, Set customer data, and Segmentation. Read more in Events.

How to use the ‘Set customer data’ element?

See the examples in How to use the ‘Set customer data’ element?

Templates

In the template library, you’ll find the most popular scenarios used in e-commerce. You can expand them freely. Remember that the selected template will overwrite the current scenario you’re working on.

Templates are divided into categories:

• All
• Abandoned cart – templates based on email or web push communication.
• Abandoned browse – scenario useful when customers browsed products in your store but didn’t add them to their cart.
• Price drop – scenarios starting from favorites lists or recently viewed products.

Click Preview next to a template to see how it works and evaluate if it fits your strategy.

Editing active scenarios

You can edit active scenarios without losing data, but consider the consequences:

What you can do safely:

• Add new elements.
• Change delay settings – this affects both new customers and those already in the scenario.

What requires caution:

• Removing elements – customers at that step will be removed from the scenario.
• Moving elements – customers “follow” the moved element.

Each edit of an active scenario creates a new version. Save changes only after making all modifications. Read more in Scenario versioning.

You’ll find statistics for individual versions in reports available in Automation > Scenarios > Statistics. The table available in Automation > Scenarios displays summary statistics for all scenario versions.