Add activities within an automation

Activities are used to perform actions within a customer journey. This includes customer-facing activities such as sending SMS messages, or non-customer facing activities like assigning labels to contacts so that you can exclude them from communication in parallell journeys.

This guide explains the most frequently used activities.

Send email

Select one of the automation emails you have set up for another automation or create a new email. All the automation emails created are displayed in the drop-down menu. Creating a new one is done in the same way as a manual email message (read more about this here), except that in this case you don't specify recipients or schedule the send-out. You have access to the same templates and modules.

What you set up here can be considered a template, which is then used by the system to create a unique email for each contact that passes this step in the automation.

Transactional emails

If this is enabled, you can choose to send email messages as transactional emails, which means that the system disregards if the contact has opted-out from emails. This option should be used with caution and only chosen when sending messages that can be considered as requested by the recipient (such as at registration).

Received emails from automations are displayed on the respective contact's Message tab labeled "Automation".

Important: Avoid using the same email in multiple locations or send-outs as it will make the statistics misleading.

If you intend to use similar messages in several places (within the same automation or in different automations), it's usually time saving to first create a draft in the Messages tool and start from there when you create the email within the automation.

Send SMS

Like emails, SMS send-outs in automations work just as manual messages, except that you do not specify recipients or schedule send-outs.

What you set up can be considered a template that will be used by the system to create a unique message for each contact that passes this step in the automation.

Transactional SMS messages

If it's enabled, you can choose to send your messages as a transactional SMS. This means that the system disregards if the contact has opted out from SMS communication. This option should be used with caution and only chosen when sending messages that can be considered as requested by recipients.

SMS messages received from automation are displayed on the respective contact's Message tab labeled "Automation".

Add label

Labels can be used to identify the contacts that have passed this step in an automation. There's no visual difference between the labels created in an automation and those added manually.

You can either choose from the labels you have set up earlier or create a new one.

Remove label

Removing labels can be helpful in many cases. For example, it may be that you want to label new members with a label the first month in order to be able to direct specific information to these members only. When this month has passed, they are no longer considered new members, and the label is removed.

You can choose from the labels that have been set up before.

Send mobile swipe

Mobile swipes are created under Promotions and can be selected in the automation editor. All active items are displayed in the drop-down menu.

You can choose to send as a transactional SMS, which means that the mailing gets high priority (sent immediately) and that the contact's opt-out settings are ignored. This option should be used with caution and only chosen when sending messages that can be considered as requested by recipients.

Read more about mobile swipes here.

Assign a multichannel promotion

Multichannel promotions are created under Promotions and selected in the automation. All active items are displayed in the drop-down menu.

Read more about multichannel promotions here.

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