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If your custom automation isn’t triggering or sending, this guide helps you check the automation’s status and trigger so you can get it sending properly.
Updated this week
🏷️ Custom automations are unlocked with the Marketing add-on.
🏷️ Custom segments are unlocked with the Loyalty Accelerate plan.
Is the custom automation switched on?
A custom automation only sends when it’s active, so make sure the toggle for your custom automation is switched on.
How to check
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In your Marsello dashboard, go to Marketing > Automations.
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Check that the toggle next to your automation is switched ON.
How to fix
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In your Marsello dashboard, go to Marketing > Automations.
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Switch the toggle next to your automation ON.
Is the custom automation using the right trigger?
A custom automation only sends to the audience its trigger targets, so make sure your custom automation is using the correct trigger for your intended audience. The list below shows all available automation triggers and how each one works.
Automation Triggers
Order Triggers
When an order is completed
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Who it targets: Order
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How it works: Sends once an order is marked as completed in your sales platform and synced to Marsello.
When a customer has made X orders
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Who it targets: Order
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How it works: Sends once a customer’s total order count reaches the specified number.
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Important to know: After the customer places the order that pushes them over the saved count, they’ll be removed from the trigger.
Customer Triggers
When a customer's total spend is greater than X dollars
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Who it targets: Customer
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How it works: Sends to customers who have spent more than the specified amount.
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Important to know: Customers who have spent exactly the specified total, or less, will not be included.
When a customer enters a segment
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Who it targets: Customer
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How it works: Sends when a customer meets the conditions of a specified segment.
When a customer is created
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Who it targets: Customer
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How it works: Sends to newly created customer accounts.
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Important to know: Marsello uses the customer’s email address as a unique identifier. If an existing email address is used, the automation will not send.
When a customer has an anniversary
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Who it targets: Customer
- How it works: Sends to customers on the anniversary date saved in their customer profile.
Loyalty Triggers
When a customer has earned loyalty points
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Who it targets: Loyalty
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How it works: Sends once loyalty points are awarded after a completed order syncs to Marsello.
When a loyalty reward is unlocked
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Who it targets: Loyalty
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How it works: Sends when a customer earns enough points to unlock a loyalty reward.
When a customer spends points on a loyalty reward
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Who it targets: Loyalty
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How it works: Sends when a customer redeems a loyalty reward through the customer portal or POS.
When a customer earns their referral discount
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Who it targets: Loyalty
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How it works: Sends once a customer successfully completes a friend referral.
Points expiry — 30 days before points are due to expire
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Who it targets: Loyalty
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How it works: Sends on a rolling basis, 30 days before the customer’s loyalty points expire.
When a customer enters a loyalty tier
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Who it targets: Loyalty
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How it works: Sends when a customer qualifies for and enters a loyalty tier.
Still not working?
If your custom automation is enabled, its trigger matches your marketing goal, and it’s still not sending, contact our support team for further troubleshooting. See How to contact Marsello support.