How Automation Works: the Trigger → Action Model
Every automated workflow in Pocketshop follows the same structure: a trigger detects a condition being met, and one or more actions fire in response. You configure both when you build a campaign and then set it to active — from that point on, the workflow runs automatically. This model means that a welcome message sent the moment someone registers, a birthday reward delivered exactly on the right day, and a reactivation nudge dispatched after 30 days of silence can all run in parallel, across your entire customer base, with zero ongoing effort.Trigger Types
Choose the trigger that best matches the customer moment you want to automate.Automation Recipes
Start with one of these proven automation patterns and adapt it to your brand.Welcome Series
Trigger: Registration eventFire a warm welcome message the instant a new customer signs up. Include a brief explanation of how your loyalty programme works, award bonus points for joining, and set the tone for the relationship. First-touch automation has an outsized effect on long-term retention.
Birthday Rewards
Trigger: Birthday attribute (
birthday = today, recurring annually)Automatically send a personalised birthday message on the customer’s birthday every year. Attach a coupon or points award to make the moment feel like a genuine gift. Birthday campaigns consistently outperform standard promotional sends on both open rate and redemption.Win-Back Campaign
Trigger: Segment change — customer enters the “Inactive 30 Days” segmentWhen a customer has not interacted with the app for 30 days, a reactivation campaign fires automatically. Use a compelling offer — a time-limited bonus or exclusive coupon — paired with a personalised message to bring them back before the relationship fades entirely.
Near-Reward Reminder
Trigger: Attribute —
points approaching redemption threshold (e.g. > 80% of required amount)Customers who are close to earning a reward just need a nudge. When a customer’s point balance reaches a threshold you set, automatically send a message letting them know how close they are and what they can earn. This drives an additional visit or purchase without any manual outreach.Build an Automation Workflow
1
Open Campaigns and create a new campaign
Navigate to Campaigns in the Pocketshop CRM sidebar. Click New Campaign and give the automation a clear internal name — for example, Birthday Reward – Annual or Win-Back – 30 Day Inactive.
2
Select your trigger type and condition
Choose the trigger type that matches the moment you want to capture:
- For behaviour-based automations, use Event or Segment change
- For time-based automations, use Date or Attribute (e.g. birthday)
birthday, and set it to match today’s date with annual recurrence.3
Define the target audience
Select the customer segment this automation should apply to. You can target all customers, or restrict the automation to a specific segment — for example, run a near-reward reminder only for customers in your “Active Members” segment.
4
Add and configure actions
Add the actions that should fire when the trigger is met. Common automation action sequences:
- Message → Points (greet the customer and reward them simultaneously)
- Message → Coupon (notify the customer and deliver the offer in one flow)
- Push notification → WhatsApp follow-up (multi-channel delivery for important moments)
{{user.name}} and {{points.balance}}.5
Test the automation
Use Test campaign to send the workflow to your admin account. Verify that every action fires correctly, placeholders resolve as expected, and the customer experience matches your intent.
6
Activate and monitor
Set the campaign to Active. The automation runs continuously in the background. Check the campaign analytics view periodically to monitor delivery rates, open rates, and segment reach — and adjust conditions or copy based on what you observe.
Multi-Channel Delivery
A single automation can deliver messages across multiple channels within the same campaign. Combine channels to maximise reach and match the communication style each customer responds to best.
Add multiple message actions to a single campaign to build a true multi-channel workflow. For example: send a push notification when a reactivation campaign fires, and follow it with a WhatsApp message 24 hours later if the customer has not yet returned.
To A/B test an automation, duplicate the campaign, change one variable (the message copy, the points amount, or the timing), and run both versions in parallel. Compare open rates and click rates in the analytics view to identify the higher-performing version, then pause the lower-performing one and apply the winning approach to future automations.