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Email Automation

Summary

Introduction

Email automation allows you to set up a series of automated emails - called a workflow - to be sent to your contacts when certain criterion is met.

A workflow can be triggered by an event or action and is based on one of these scenarios:

  • Welcome / Onboarding
  • Date Based Workflow
  • Contact Property Update
  • Anniversary / Birthday (coming soon)
  • Reactivation (coming soon)

To create a workflow, you simply select a scenario, create one or more emails, and define the sending criteria. Mailjet will then automatically send the emails to your customers who triggered the workflow.

Please note: Email automation is only available on Premium Plans.

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Workflow Scenarios

Creating a workflow may be overwhelming as there are so many choices and decisions. To help jumpstart your workflow creations, we’ve created a number of scenarios with predefined events:

  • Welcome / Onboarding
    Reach out and welcome new customers who join your contact list with one or more customized, personalized emails.

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  • Date Based
    Schedule your workflow based on a date & time you select.

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  • Contact Property Update
    Automatically send out an email when a customer’s contact property* matches a predefined value. For example:

    • Send a product recommendations email to all customers who made their first purchase.
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    • Give a promo code to customers who surpass a certain loyalty points level
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    • Send event or course details to registered attendees…
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    • Follow-up with a survey or other promotional offers for those who attended.
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    *You can create contact properties for all of your contact lists to store additional information about your contacts such as name, city, membership level, purchase status, etc. Contact properties can be text, numbers, or boolean. (FAQ: How to create & manage contact properties).

    In this guide, you will learn how to create a Welcome/Onboarding workflow to welcome new contact list subscribers and how to manage your workflows.

    Create a Workflow

    To create a workflow, select ‘Automation’ from Mailjet’s main menu.

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    Click the ‘Create my first workflow’ button.

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    Select a scenario

    At this step you will see all possible workflow scenarios.

    For this example, we will create a ‘welcome’ workflow that will automatically send two welcome emails to customers who join your contact list:

    • The first email will be sent immediately when the workflow is triggered, welcoming the customer.

    • The second email will be sent three days later with a special offer to these new subscribers.

    Click on the ‘Welcome’ scenario.

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    Basic Information

    You will enter the basic information for your workflow:

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    Workflow Details:

    • Title: Enter a name for your workflow (this is an internal name only you can see).

    • Language: Select the display language for all campaigns in this workflow.

    • Timezone: Set the timezone for your workflow.

    Eligibility:

    The trigger for this scenario is a new sign up to a contact list (via a subscription widget, API call, or manual contact list add).

    From the Contact List drop down, select the contact list that will be used for this workflow.

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    If you have existing segments, you have the option to apply one to your workflow. In this example, we will apply the segment “All Female Customers”, and our workflow will be triggered for new contact list subscribers who have the value of ‘female’ in the gender contact property.

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    Review your basic information, and click ‘Save and continue’.

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    Customize your Workflow

    You will now create the email(s) that will be sent when your workflow is triggered. In our example, the workflow trigger is a new subscriber to the contact list.

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    Click the ‘+’ to add the first email to the workflow.

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    For each email in the workflow, you can decide whether the email should be sent immediately or after a delay (minutes, hours, days, months).

    We want to send the first welcome email as soon as the customer signs up - check ‘Don’t wait, send immediately’, select ‘Create a new automation email template’ and then click ‘Confirm’.

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    Now the fun part - designing your email in Passport!

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    Select a Template

    The first step is to select a template to build upon.

    For this example, we will select a template from the Gallery:

    • Click on ‘Fastlane - Welcome’
    • Enter a new template name
    • Click ‘Use this template’

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    Define Email Details

    Enter the key sender and email information:

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    • Email Subject: The subject of your campaign, as it will appear in your recipient’s inbox.
    • From Name: The name your recipients will see in the ‘From’ field.
    • From Address: Select the sending address from the drop-down list.
    • Use a different reply-to address: (optional) If you want replies to be sent to another email address and not to the From Address, click the link and enter the new email address.

    Once you have entered the details, click the ‘Start designing your email’ button.

    Design with Passport

    Passport uses a drag & drop interface that allows you to quickly design your workflow email. Add text, images, buttons, and more by clicking & dragging a content block to your template. To move any content block, just drag and drop it to the new location.

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    Customize your content by simply clicking within any section and make your changes using the toolbar that appears.

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    For detailed information on how to use all the features in Passport, please read our Passport Guide.

    Preview Your Email

    Once you have finished designing your workflow email, click the ‘Preview & Test’ button.

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    Your campaign can be previewed on different devices (mobile, tablet, desktop).

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    Test Your Email

    You can also send a test email to one or more recipients at any time by clicking the ‘Send a test email’ button.

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    Once you see how your emails appear in the inbox, if you need to make any changes, simply click the 'x' to go back to the design screen.

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    If you are happy with your email, click ‘Save & Add to workflow’.

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    And you have successfully created your first workflow email.

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    If you wish to edit your email design, subject or sender name, just hover your mouse over the email box and click ‘Edit’.

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    As per our example, we want to add a second welcome email that will be sent three days after the customer joins your contact list. To add the second welcome email, click on the ‘+’ button.

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    In the ‘Add an email’ screen, type ‘3’ in the text box and select ‘day(s)’ from the drop down list.
    Select ‘Create a new automation email template’, then click ‘Confirm’....

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    And proceed to design the second email in Passport.

    Once you have completed the second welcome email, you will be back at the ‘Customize your workflow’ screen.

    Click ‘Save and continue’ to proceed to the last step!

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    Review & Activate Your Workflow

    Let’s review your workflow:

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    1) The workflow trigger is a new contact in the “Newsletter subscribers” contact list.
    2) The first email “Hello and Welcome” will be sent when a new contact is added to the contact list.
    3) The second email “Save up to 15% this week” will be sent 3 hours after the new contact was added.

    To change your workflow details, or edit the emails, click on the appropriate ‘Edit’ link:

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    Before you activate your workflow, please make sure you have reviewed the workflow details and tested all emails. Once a workflow has started, modifications cannot be made.

    Tip: To fully test your workflow, activate it using a test contact list. Once you’ve completed the testing, simply duplicate the workflow, replace the test list with the real list and activate.

    If you are happy with the workflow, just click the ‘Save and activate now!’ button.

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    Agree to the pop-up confirmation window and congratulations, your workflow is now active and running!

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    Now you can now sit back with a coffee and let Mailjet take care of sending the welcome emails to your new subscribers!

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    View your Workflow / Statistics

    To view the statistics of any active workflow, click on the workflow title from the ‘My automated workflows’ page.

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    The top of the page will display the total number of emails that have been sent already in the workflow. You can also view in real-time the number of (distinct) contacts in the different stages of the workflow:

    • who has entered (the workflow has been triggered)
    • who is currently in the workflow (has not received the last email)
    • who has completed

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    Please note: Depending on the number of workflow emails and sending delays, you may always see zeroes for some of the workflow stages. For example, your workflow contains one email that is sent immediately to the subscriber who joins your contact list. The moment the workflow is triggered, the email is sent (workflow completed) and the ‘contacts in the workflow’ will always show as zero!

    The Email Statistics section will show the statistics per workflow email and is similar to your Stats page where you can change the date range and select which email statuses you want displayed.

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    The Workflow Statistics section will show the overall performance of your workflow by email status. Similar to the Email Statistics section, you can choose which email statuses to display on the graph. Also, if you hover your mouse over the graph, a popup will appear showing the exact number of emails for that particular date.

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    Modifying an Active Workflow

    After your workflow is running and you have reviewed the statistics, you may wish to add a new email, change the sending delay or make other changes.

    However once your workflow is active, changes cannot be made. What can you do?

    You can duplicate the current workflow and then make the necessary changes to the new replacement workflow. Select ‘Duplicate’ from the drop down menu, and then enter the new workflow name in the pop-up window.

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    If you are making changes to the email templates, you should also duplicate the email templates. You should avoid editing email templates that are used in active workflows as you run the risk of sending emails with partial edits.

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    Once you have completed the new replacement workflow, you then need to:

    1) Lock the current workflow. Locking your workflow allows any contacts currently in the workflow to complete it as scheduled and stop new contacts from entering.

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    2) Activate the new replacement workflow.

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    Stopping an Active Workflow

    When a workflow is stopped (inactive), no new contacts can enter it and no emails are sent. If a subscriber was scheduled to receive an email while the workflow is stopped, the subscriber will skip that email and move to the next email queue of the workflow.

    It is possible that subscribers may complete the workflow without receiving any further emails if it is stopped too long. (To avoid this scenario, you may want to consider locking your workflow.)

    Stop an active workflow by going to the ‘My automated workflows’ page and selecting ‘Stop’ from the drop down list:

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    Locking an Active Workflow

    When your workflow is locked, any contacts currently in the workflow will continue as scheduled but no new contacts can enter.

    To lock your workflow, select ‘Lock’ from the drop down list:

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    Duplicate a Workflow

    To duplicate a workflow, click the ‘Manage’ drop down list and select ‘Duplicate’.

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    In the pop-up window, enter a new workflow name and click ‘Duplicate’.

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    Your new duplicated workflow will be in draft mode and ready for editing.

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    Delete a Workflow

    Before you can delete a workflow, you need to archive it first.

    From the ‘My automated workflow’ page, select the workflows you want to archive and then click the ‘archive’ button.

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    Please note: A workflow must be stopped to be archived, so if you had selected an active workflow to archive, a popup message will appear stating that the active workflow will be stopped then archived. Click ‘Yes’ to confirm.

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    Now click on the ‘Archived’ tab.

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    Click on the ‘Manage’ drop down list and select ‘Delete’. Then confirm the deletion workflow message.

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    To delete multiple workflows at the same time, check each workflow, then click the trash button.

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