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Troubleshooting common automation trigger issues

If your custom automation isn’t triggering, this guide will help you troubleshoot and get it sending properly.

Updated this week

Step 1 - Verify the Automation Status

Make sure your custom automation is active with these simple steps:

1. In your Marsello dashboard, go to Marketing > Automations.

2. Check that the toggle next to your automation is switched ON.

Marsello dashboard showing the Automations page under the Marketing tab. A specific automation is highlighted with its toggle set to ON, indicating it is active.

Step 2 - Confirm the trigger meets your sending expectations

Make sure your automation is using the correct trigger for your intended audience. Below is a list of all available triggers and how each one works.

Who it targets

Trigger name

How the trigger works

Order

When an order is completed

Sends once an order is marked as completed in your sales platform and synced to Marsello.

Order

When a customer has made X orders

Sends once a customer’s total order count reaches the specified number.
📝 Note: After placing the order that pushes them over the saved count, they’ll be removed from the trigger.

Customer

When a customer's total spend is greater than X dollars

Sends to customers who have spent more than the specified amount.
📝 Note: Customers who have spent exactly the specified total, or less, will not be included.

Customer

When a customer enters a segment

Sends when a customer meets the conditions of a specified segment.

Customer

When a customer is created

Sends to newly created customer accounts.
📝 Note: The email address is Marsello’s unique identifier. If an existing email is used, the automation won’t send.

Customer

When a customer has an anniversary

Sends to customers on the anniversary date saved in their profile.

Loyalty

When a customer has earned loyalty points

Sends once points are awarded after a completed order has synced to Marsello.

Loyalty

When a loyalty reward is unlocked

Sends when a customer has earned enough points to unlock a reward.

Loyalty

When a customer spends points on a loyalty reward

Sends when a customer redeems a loyalty reward via the customer portal or POS.

Loyalty

When a customer earns their referral discount

Sends once a customer completes a successful friend referral.

Loyalty

Points expiry - 30 days before points are due to expire

Sends on a rolling basis, 30 days before the customer’s points are due to expire.

Loyalty

When a customer enters a loyalty tier

Sends when a customer qualifies for and enters a loyalty tier.


If your automation is enabled, the trigger matches your marketing goal, and it’s still not sending, please contact our support team for further troubleshooting.

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