> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pocketshop.at/llms.txt
> Use this file to discover all available pages before exploring further.
# Automate Customer Marketing Workflows in Pocketshop
> Set up trigger-based workflows that automatically send messages, award points, and run campaigns based on customer behaviour and lifecycle events.
Marketing automation in Pocketshop lets you respond to customer behaviour the moment it happens — without anyone on your team lifting a finger. Instead of manually identifying which customers to contact and when, you define the rules once, and Pocketshop handles the rest. The result is timely, relevant communication that feels personal at every stage of the customer journey, delivered consistently even as your customer base grows.
## 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.
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## Trigger Types
Choose the trigger that best matches the customer moment you want to automate.
| Trigger type | When it fires | Typical use |
| ------------------ | ----------------------------------------------------------- | ------------------------------------------------------------------------- |
| **Segment change** | A customer enters or exits a defined segment | Reactivation on inactivity, VIP tier upgrade welcome |
| **Event** | A customer performs a specific in-app action | Post-purchase follow-up after a receipt scan, reward redemption thank-you |
| **Date** | A specific calendar date, one-time or recurring annually | Birthday greetings, anniversary campaigns, seasonal promotions |
| **Attribute** | A customer attribute crosses a threshold or matches a value | Near-reward reminder when points approach redemption level |
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## Automation Recipes
Start with one of these proven automation patterns and adapt it to your brand.
**Trigger:** Registration event
Fire 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.
**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.
**Trigger:** Segment change — customer enters the "Inactive 30 Days" segment
When 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.
**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.
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## Build an Automation Workflow
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*.
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)
Configure the specific condition — for example, select **Attribute**, choose `birthday`, and set it to match today's date with annual recurrence.
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.
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)
Write personalised copy using placeholders such as `{{user.name}}` and `{{points.balance}}`.
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.
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.
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## 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.
| Channel | Best for |
| --------------------- | --------------------------------------------------------------------------------------------- |
| **Push notification** | Immediate, high-visibility alerts — coupon expiry, milestone reached |
| **RCS** | Rich visual content on Android — product showcases, multi-step offers with images and buttons |
| **WhatsApp** | Conversational follow-ups and pre-approved template messages when high open rates matter |
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.
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If you are not sure where to start, use the **AI Campaign Prompt** to describe the automation you have in mind in plain language — for example, *"Send a thank-you message and 20 bonus points every time a customer scans a receipt."* The AI generates the trigger, actions, and message copy for you, which you can then refine before activating.
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.