Flow Triggers Overview
Flows allow you to create dynamic sequences of automated actions triggered at different stages of the customer’s journey. You can choose between tens of triggers when creating a flow in Yotpo SMS & Email. Alternatively, you can use one of the numerous flow templates and customize it if necessary.
There are 3 types of triggers, each defining the type of messages they send:
Marketing triggers send promotional messages aimed at engaging customers and driving interest in products, such as special offers or product updates.
Transactional triggers send essential, account-related notifications, like order confirmations or shipping updates. To learn more about transactional messages, see Transactional Messages FAQs.
Special transactional triggers send updates to Loyalty program members, without requiring prior consent for emails. If a customer unsubscribes from a special transactional message, they will stop receiving promotional messages too.
Important
Triggers that send updates to Loyalty program members via SMS are classified as marketing triggers. This means that updates can only be sent to customers who have explicitly opted in to receive marketing text messages.
The different types of messages are sent to customers based on their consent status. This approach ensures compliance with legal requirements while respecting customer communication preferences. You can see below what messages are sent to customers based on their consent status for each channel:
SMS
Marketing
Transactional
Special transactional
Subscribers
Yes
Yes
Yes
Never subscribed
No
Yes
No
Unsubscribed
No
No
No
Suppressed phone numbers
No
No
No
Note
Transactional text messages are sent to customers who have never subscribed only if All customers is selected in the app’s General Settings. If SMS Subscribers only is selected, these messages will be sent to SMS subscribers only. To learn more, see Yotpo SMS & Email General Settings.
Email
Marketing
Transactional
Special transactional
Subscribers
Yes
Yes
Yes
Never subscribed
No
Yes
Yes
Unsubscribed
No
Yes
No
Suppressed emails
No
No
No
With Yotpo SMS & Email you can also create custom triggers based on specific events or actions. These triggers can be tailored to meet your business needs, helping you deliver timely, personalized messages to customers. To learn more, see Managing and Using Custom Triggers to Activate SMS & Email Flows.
Flow Trigger List
The table below lists the flow triggers available in the flow builder, organized by their intended purpose: acquisition, purchase, and retention.
Note
Triggers for Loyalty, Reviews, and Subscriptions are only accessible if you are using the respective Yotpo products.
Trigger name | Trigger type | Category | Description | Notes |
|---|---|---|---|---|
Abandoned checkout | Marketing | Acquisition | Triggered when a customer added at least one product to their cart, started the checkout process, but didn't complete it. | If no delay is added immediately after the trigger, a 10-minute delay is automatically applied before the flow continues to the next step. |
Active on site | Marketing | Acquisition | Triggered when a customer browses any page on your store. | If no delay is added immediately after the trigger, a 5-minute delay is automatically applied before the flow continues to the next step. Note that the trigger will be activated when a customer views any page in your store. To reduce the amount of messages sent, we recommend using the Site Abandonment template. |
Added to cart | Marketing | Acquisition | Triggered when the customer adds a product to their cart. This trigger can only be used in 1 active flow. To learn more, see Configuring the ''Added to Cart'' Trigger Settings. | If no delay is added immediately after the trigger, a 5-minute delay is automatically applied before the flow continues to the next step. |
Back in stock | Marketing | Acquisition | Triggered when a product the customer is following is back in stock. This trigger can only be used in 1 active flow. | N/A |
Browsed a product | Marketing | Acquisition | Triggered when a customer views a product in your store. | If no delay is added immediately after the trigger, a 5-minute delay is automatically applied before the flow continues to the next step. |
Low in stock | Marketing | Acquisition | Triggered when the inventory of a product or variant the customer has interacted with drops by a certain amount. To learn more, see Configuring the Low in Stock Trigger Settings. | N/A |
New customer registration | Transactional | Acquisition | Triggered when a customer is manually added to the store by a store admin. Includes a subscription confirmation. | N/A |
New subscriber confirmation | Marketing | Acquisition | Triggered to welcome and engage new subscribers. | We recommend sending messages immediately after a flow is triggered. If you have multiple subscription sources, consider adding conditions to customize messages for each source. |
Price drop | Marketing | Acquisition | Triggered when the price of a product or variant the customer has interacted with drops by a certain amount. To learn more, see Configuring the Price Drop Trigger Settings. | N/A |
Order canceled | Transactional | Purchase | Triggered when the customer cancels their order. | N/A |
Order created | Transactional | Purchase | Triggered to notify the customer to confirm their order. | N/A |
Order delivered | Transactional | Purchase | Triggered when the order is delivered to the customer. | N/A |
Order fulfillment | Transactional | Purchase | Triggered when the customer's order is fulfilled. | N/A |
Order paid | Transactional | Purchase | Triggered when the customer has paid for their order. | N/A |
Order refund | Transactional | Purchase | Triggered when the customer's order is refunded. | There is no automatic delay added, but we recommend setting a delay after the trigger to ensure smooth flow execution. |
Shipping create | Transactional | Purchase | Triggered when the customer's order is ready to be shipped. | N/A |
Shipping update | Transactional | Purchase | Triggered with every shipping update to the customer's order. | N/A |
Cross-sell | Marketing | Retention | Triggered to recommend other products to the customer after they place an order. Select which products will trigger the flow. | There is no automatic delay added, but we recommend setting a delay after the trigger to ensure smooth flow execution. |
Customer winback | Marketing | Retention | Triggered when the customer hasn't placed an order within a certain timeframe. | N/A |
Entered/exited a segment | Marketing | Retention | Triggered when the customer enters and/or exists a selected segment. Segment updates will be reflected within up to 24 hours. To learn more, see Configuring the Entered a Segment Trigger Settings. | N/A |
Post-purchase upsell | Marketing | Retention | Triggered to recommend other products to the customer after they place an order. | There is no automatic delay added, but we recommend setting a delay after the trigger to ensure smooth flow execution. |
Loyalty birthday | SMS: Marketing | Yotpo Loyalty | Triggered on the member's birthday, alerting them of the reward received. | We recommend highlighting new products or collections to encourage customers to visit your site and claim their birthday reward. Successful birthday flows often include a reminder a week after the initial notification to increase engagement. |
Email: Special transactional | ||||
Loyalty points expiration reminder | SMS: Marketing | Yotpo Loyalty | Triggered 30, 14 and 7 days before a customer’s points are set to expire. | We recommend creating a sense of urgency by encouraging customers to visit your site and use their rewards before they expire. |
Email: Special transactional | ||||
Loyalty points reminder | SMS: Marketing | Yotpo Loyalty | Triggered when the member hasn't interacted with the Loyalty Program in over 30 days and doesn't have enough points to make a redemption. | To motivate customers to earn the points needed to reach their next reward, we recommend offering suggestions that encourage them to visit your site. |
Email: Special transactional | ||||
Loyalty redemption reminder | SMS: Marketing | Yotpo Loyalty | Triggered when the member hasn't interacted with the Loyalty Program in over 30 days and has enough points to make a redemption. | To encourage inactive customers to return to your site and engage with your loyalty program, we recommend showcasing the monetary value of their available rewards. For example: “Did you know you have $20 in rewards waiting for you?” |
Email: Special transactional | ||||
Loyalty referral completed | SMS: Marketing | Yotpo Loyalty | Triggered when the advocate's friend completes a purchase using their referral link. Sent to the advocate. | N/A |
Email: Special transactional | ||||
Loyalty referral share | SMS: Marketing | Yotpo Loyalty | Triggered when an advocate refers a friend to your store. Sent to the referred friend. | N/A |
Email: Special transactional | ||||
Loyalty reward received | SMS: Marketing | Yotpo Loyalty | Triggered when a member redeems points for a coupon. | N/A |
Email: Special transactional | ||||
Loyalty VIP tier earned | SMS: Marketing | Yotpo Loyalty | Triggered when a member enters a new VIP tier. | We recommend highlighting the benefits your customers receive at their current tier and teasing the advantages of the next tier to motivate them to level up and engage more with your loyalty program. |
Email: Special transactional | ||||
Loyalty VIP tier expiration | SMS: Marketing | Yotpo Loyalty | Triggered on a set day before the member's VIP tier is about to expire. | We recommend encouraging your customers to take action and use their tier rewards before they expire. This helps drive visits to your site and keeps them engaged with your loyalty program. |
Email: Special transactional | ||||
Loyalty welcome | SMS: Marketing | Yotpo Loyalty | Triggered when the customer opts into your Loyalty Program. | We recommend welcoming your customers to your loyalty program as soon as they sign up. Highlight the benefits, rewards, and structure of your program to engage and educate them. The most successful programs keep customers informed and engaged at every point of their journey. |
Email: Special transactional | ||||
Product review request | SMS: Marketing | Yotpo Reviews | Triggered when a customer places an order and is eligible to receive a product review request. | N/A |
Email: Special transactional | ||||
Review submitted | Marketing | Yotpo Reviews | Triggered when the customer leaves a product or site review. | N/A |
Site review request | Marketing | Yotpo Reviews | Triggered when a customer places an order and is eligible to receive a site review request. | N/A |
Post-purchase subscription upsell | Marketing | Yotpo Subscriptions | Triggered after a customer makes a one-time product purchase to encourage them to subscribe to that product. | N/A |
Product subscription canceled | Transactional | Yotpo Subscriptions | Triggered when the customer cancels a product subscription. | N/A |
Product subscription confirmation | Transactional | Yotpo Subscriptions | Triggered when the customer subscribes to a product or reactivates a subscription. | N/A |
Product subscription payment failed | Transactional | Yotpo Subscriptions | Triggered when the customer has an unsuccessful payment for an upcoming subscription order. | N/A |
Product subscription reminder for upcoming order | Transactional | Yotpo Subscriptions | Triggered 5 days before the customer's next order as part of a product subscription. | N/A |
Product subscriptions management | Transactional | Yotpo Subscriptions | Triggered manually by a store admin from the Subscriptions app to notify the customer to manage their product subscription. | N/A |