Create your first scenario - ExpertSender Help Center

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 start creating a scenario, make sure that:

Web tracking channel has been configured correctly.
You have your email contents ready.
The customer segment you include in the scenario has already interacted with your website.

What is a scenario for?

A scenario is an automatic, predetermined sequence of events that is intended to guide the customer to achieve a specific business goal in your online store.

Thanks to the various communication methods and actions available in the scenarios, you can quickly and effectively increase engagement and retention, bring back lost customers, and recover abandoned carts.

How to create a scenario?

In the side menu, find the Automation section and go to the Scenarios subsection. At the top of the screen, on the right-hand side, click the Create new scenario button.

You build the scenario in two steps.

Step 1: Scenario settings

Give your scenario a name and, optionally, a description. Before you start designing the scenario, click the gear icon and set additional options. This will make your scenario more efficient.

It is mandatory to decide in the Duplicate handling option what will happen if a customer visiting your website is already included in a scenario and visits it again:
- Create new instance – The client will be marked as new, present for the first time in each scenario. This option is selected by default. It’s worth leaving it for scenarios that focus on orders.
- Ignore – The client’s re-presence in the scenario is ignored.
- Move to start – Any existing information about the customer’s presence in the scenario is deleted and replaced with new data.

We recommend selecting the second or third option if you are implementing an abandoned cart recovery scenario.

Optionally, in the Exit from scenario when option, choose when to remove a client from the scenario. You can select one or both of the following:
- Finalized an order – The customer will be removed from the scenario after he or she makes a purchase, based on the transaction data.
- Entering a website – The client will be removed from the scenario after entering the website.

Click the Save & Collapse button at the bottom, under the options.

Step 2: Scenario diagram

On the screen you see a gray workspace where you can create your scenario. The diagram works as a drag-and-drop. Grab any item from the right-hand panel and drag it onto the line between the start and end boxes. Drop the item where the + sign shows.

Each scenario has a Start point and an End point. Between them, you can place any number of stages that the customer should go through. The start and end points are mandatory, without them the scenario will not run. A description of all triggers can be found on the Scenarios page.

How to create a scenario?

Click Add new start point.

Select the On date trigger from the list on the right.

Enter a name, set the scenario launch date and the customer segment that will enter the scenario.

Click Save.

From the list on the right-hand side, select Email as the customer communication channel and drag it between the start and end points.

Enter a name.

Click Select content and select the message you want to add to the scenario. You can design it in the Scenarios > List of email contents > Create new content section. You can also create it from within this channel by clicking Create content in the panel on the right.

Can I use a regular email newsletter in a scenario?

You cannot use newsletters created in the Campaigns > Email in a scenario. You can only use email content created in Scenarios > Email content > Create new content.

Next, select the customers’ consent to communication necessary to receive the email.

In the section below, decide what happens if the customer withdraws their consent to receiving communication.

At the end, you can add a landing page to which we will redirect the client after he or she opts out.

Save your changes.

Once the scenario is ready, click Save and start in the upper right corner of the screen. The Save as draft option allows you to save the scenario you have started and edit it later.