Create your first scenario

Scenarios automate and simplify communication with the customer at every stage of his or her life cycle, from registering in your online store or signing up for your newsletter, to conversion and beyond.

Requirements#

Before you create your first scenario, check that:

The customers you want to include have already visited your website.
Web tracking is set up correctly.
Your email content is ready to go.

What scenarios do for your business#

A scenario is a sequence of automated actions that guides customers toward a specific goal in your store.

With scenarios, you can increase customer engagement, bring back visitors who left without buying, and recover abandoned shopping carts.

Think of scenarios as your helpful assistant that never sleeps – they work around the clock to nurture your customer relationships.

How to create a scenario?#

Go to Automation > Scenarios in your side menu. Click Create new scenario in the top right corner.

You’ll build your scenario in two simple steps.

Step 1: Scenario settings#

Give your scenario a clear name and add a description if it helps you remember what it does. Before you start building, click the gear icon to set up some important options.

Can a customer enter this scenario multiple times at once? Choose what happens when a customer who’s already in this scenario enters it again:

Yes, allow multiple entries – Treat each entry as a fresh start. This works well for purchase-focused scenarios.
No, limit to one entry at a time – Allow only one active entry per customer. Then choose what happens to a new entry:
- Block the new entry, and keep the current one active – Skip customers who are already in the scenario. This option is selected by default.
- Cancel the current entry, and start a new one – The current entry is canceled, and the customer starts a new one.

We recommend No, limit to one entry at a time with Cancel the current entry, and start a new one for abandoned cart recovery scenarios. This way, customers who change their cart start again and receive messages with the latest cart contents.

Remove the customers from this scenario when they (optional) Choose when to remove customers from the scenario. By default, no condition is selected:

Place an order on – Remove them after they make a purchase. Choose the source (Any source, a website, or a mobile app), one or more order statuses, and how recent the order must be (Place an order within the last, in hours or days).
Visit – Remove them when they visit your website or app. Choose the source (Any source, a website, or a mobile app).

If you select both conditions, customers are removed when any of them is met.

Click Save when you’re done. To discard your changes, click Cancel.

Step 2: Scenario diagram#

You’ll see a gray workspace where you can build your scenario. It works with drag and drop – grab items from the right panel and drop them on the line between start and end points. Look for the + sign to know where to drop them.

Every scenario needs a Start point and End point. Between them, you can add as many steps as you need. Without these two points, your scenario won’t work.

Here’s how to build your first scenario:

Click Add new start point.
Select On date from the trigger list on the right.
Name your trigger, set when the scenario should launch, and choose which customers will enter it.
Click Save.
Drag Email from the right panel and drop it between start and end points.
Give your email step a name.
Click Select content and choose your message. You can create new content in Scenarios > Email contents > Create new content.
Select the consent type customers need to receive this email.
Decide what happens if customers withdraw their consent.
Add a landing page where customers go if they unsubscribe (optional).
Save your changes.
When everything looks good, click Save and start in the top right corner.

Use Save as draft if you want to finish building later.

Can I use a regular email campaign in a scenario?
Email campaigns from the Campaigns > Email section won’t appear in scenarios. Those are separate campaigns with their own audience and delivery settings.