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Set up your Thank first-time customers automation
Say thank you to new customers for placing their first order and encourage them to come back and shop again!
September 12, 2025
Before you get started
Some key details to note about the Thank first-time customers automation:
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The Thank first-time customers automation is prebuilt in your Marsello app admin.
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This prebuilt automation adheres to the following procedure:
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The automation is triggered by a new customer completing their first purchase.
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After the purchase is made, an email is sent thanking the new customer for their first purchase and offering a 10% off coupon for their next purchase.
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When the automation is finished, the customer will not receive any more messages from it. The automation will also be marked as complete if a customer clicks through from an email and completes a purchase.
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The Thank first-time customers automation is fully customizable to suit your brand's needs. You can add/remove email, SMS, Points and Delay steps in the automation and even update the discount settings.
Open the Thank first time customers automation for editing
1. In your Marsello app admin, go to Marketing > Automations. Select the Thank first-time customers automation and click Edit.
📝 Note: If the automation is turned on, you need to turn it off before you can edit it. When you click Edit, a pop-up asks you to disable the automation. Click Yes, disable, and edit. Remember to turn the automation back on when you finish.
To disable an Automation, click the edit button to the right of the Automation's name in the Automation menu. This will trigger a pop-up asking you to disable the automation Click the Yes, disable, and edit button.
Adding an email, SMS, delay, and/or points step to your automation
2. Open the email editor of your automation and click the ⨁ icon to insert an Email, SMS, delay, or add points into your flow.
3. Choose the step you will be adding to the flow (Email, SMS, Points, or Delay) and click Continue.
📝 Note: SMS steps only reach customers who accept SMS marketing, and email steps only reach customers who accept email marketing. If a customer can't receive a step, the flow ends for them at that step. Check the order of your steps before you turn the automation back on.
⚠️Important: Make sure that you put a delay between emails in the flow otherwise, customers will only receive the first email due to the safe-sending period of 2 hours between receiving emails.
Modify trigger, delay, and email templates
In addition to adding new emails and delays, you can:
Edit your automation's Trigger settings
The Trigger dictates when the automation is initiated. To update your automation's Trigger settings:
4. Click the cog icon to open the trigger settings menu
5. Set the order count that the first email will be triggered by
6. Click Save Changes
📝 Note: For this automation to send to first-time customers, it should trigger when the order count equals 1.
Adjust, clone or delete Delays
A Delay is the time between when one email is sent and the next email in the flow will be sent. To update your automation's Delay settings:
7. Click the pencil icon to update the Delay settings
8. Select how much time to wait before the next email in the flow will send and select Save changes
9. If you need to repeat a delay in the automation, go back to the pencil icon next to the Delay step and click on the three dots. Next select Clone step
10. If you need to delete the Delay step, go back to the pencil icon and click on the three dots. Next, select Delete
Edit, clone or delete Email templates
Email templates create the content and messaging of the actual emails that are sent to your customers.
Edit your email template
11. Click the pencil icon to update the contents of your Email template
Clone your email template
12. Scroll to the email template in the automation that you wish to clone. Click the three dots next to the pencil icon on the email step you want to clone, then select Clone step.
Delete your email template
13. Scroll to the email template in the automation that you wish to clone. Click the three dots next to the pencil icon on the email step you want to delete, then select Delete
📖 Learn more: Here are some helpful guides with tips on customizing your emails.
FAQs
Q. Is the Thank first-time customers automation a marketing or transactional automation?
A. It's a marketing automation. Every email step needs email marketing consent, and every SMS step needs SMS marketing consent.
Q. Why didn't my customer receive the thank-you email?
A. Check that:
- The customer accepts email marketing.
- This was the customer's first order, and the trigger is set to order count equals 1.
- The automation was turned on when the order was placed.
- The customer didn't receive another email from Marsello in the 2 hours before.
Q. Why did my customer get the first message but not a later one?
A. The flow ends at the first step a customer can't receive. For example, if the next step is an SMS and the customer doesn't accept SMS marketing, the flow ends there. Also check there's a Delay step between messages.
Q. Can I send this automation by SMS?
A. Yes. Add an SMS step. It will only go to customers who accept SMS marketing.
Q. Why is the estimated number of customers lower than I expected?
A. The estimate only counts customers who accept marketing on the flow's channels. Customers without consent on those channels aren't counted.