How to Set up a Custom Flow?
Introducing Custom Flows at Convertway — your new toolkit for building personalized, automated customer journeys!
Create automated flows with ease by setting custom triggers and actions that fit your strategy. Whether it's sending a follow-up message after a purchase or re-engaging inactive subscribers, Custom Flows give you the flexibility to build it all, your way.
Note: Custom Flows are available starting from the Growth plan and all subsequent plans.
Dive in to learn how to set up your flows step-by-step.
Go to Flows.
Click on Build from Scratch.
Enter a unique name for your new flow to get started.
Click on Flow Triggers to open the trigger options.
From the Select Triggers drop-down menu, pick the trigger that fits your flow. There are 8 trigger options available for you to choose from.
You can also control how frequently a customer receives the message by enabling Frequency. For example, setting Flow will be triggered 1 time in the last 1 day ensures the message is sent only once a day, regardless of how many times the trigger condition is met.
Click Save to confirm your trigger settings.
Note: Once saved, you won’t be able to edit the trigger
You’ve successfully set the trigger for your flow.
Once you've set up your trigger, next, define who should receive the message by setting the conditions:
Click the + button under Flow Triggers.
Choose Condition, and specify whether all conditions must be met or if any one condition is enough.
Set up your conditions using attributes (e.g., Cart Total, Country):
Choose the attribute (e.g., Cart Total).
Select an operation (e.g., greater than, equal to).
Enter the value (e.g., 100).
Now click Save to save the condition.
Let’s understand this with an example example:
If you want to send an abandoned cart message only to customers with carts over $100 in Australia:
Set 1st condition: "Abandoned Checkout Total price, Operation: Greater than, Value:100
Add condition: Country Operation: Equal to, Value: Australia
Choose All to ensure both conditions are met, then click Save.
Decide when the message should be sent after the trigger is activated:
Click the + button under the "**Yes** box of the conditions.
Select Delay from the drop-down.
Enter the delay time (e.g., 10 minutes) and click Save.
Now, choose the message template to be sent when the conditions are met:
Click the + button and select Send Message.
Pick the communication channel- WhatsApp or SMS.
Note: You can send both WhatsApp and SMS messages within the same flow by setting them up sequentially.
Select a template for the message you'd like to send.
You can select from a wide range of pre-designed templates depending on the trigger you choose or use custom templates tailored to fit your brand and campaign goals.
Note: When choosing a WhatsApp template, you can either use the pre-set Convertway templates or create your own customized templates from the Templates field. Once approved, select them from the drop-down menu.
For SMS, simply create a template under the Custom Template option from the drop-down. This feature is available for International clients and Indian clients with an approved sender ID.
With different triggers, you’ll need to define different fields, depending on whether it’s a WhatsApp or an SMS message and on the trigger you selected.
Abandoned Cart
For WhatsApp messages, you can enhance your message by adding media content, either dynamic or static, to accompany the template.
Note: When adding media to a message, keep in mind:
1. Selecting Static allows you to upload a custom image to send with the message.
2.Selecting Dynamic automatically includes the relevant product image with the message.
Added to List
For Welcome messages, you can enhance your message by adding a discount, a discount code, a CTA button value, or media, either dynamic or static, to accompany the template.
Note: In custom flows, you can easily swap out predefined variables with any variable of your choice. For instance, if you want to replace the "Discount Value" variable with the "Last Name" variable, simply use the custom drop-down menu and select the desired variable.
Order Cancelled
For Order cancellation messages, you can enhance your message by adding the cancel reason, either dynamic or static, to accompany the template.
Partially fulfilled/ Order Fulfilled.
For Order fulfillment messages, you can enhance your message by adding the carrier name, tracking number, and CTA button values either dynamic or static, to accompany the template.
Winback
For Winback messages, you can enhance your message by adding a discount, discount code, and media content, either dynamic or static, to accompany the template.
Once satisfied with the setup, click Save. You can either end the flow here or:
Set a delay and add follow-up messages from the same channel.
Switch to another channel for additional communication.
With our custom flows you get additional features like the Shopify and Convertway Integration, let's see how you use the:
First, click on the + button and select Shopify Integration. Here are the options you get:
Cancel Order
Using this tag you can easily identify canceled orders and push back the cancel status on your Shopify dashboard. Here’s how:
Click Cancel Order, select the attribute for the order ID
Now add a tag under the Add Cancel Tag on Shopify and select Cancel success or fail.
Add Order Tag
Using this tag you can easily add an order tag to orders in your Shopify Dashboard. Here’s how:
Click on Add Order Tag and select the attribute from which the order ID will be taken.
Now add a tag under the Add tag on Shopify.
Add customer Tag
Using this tag you can easily add customer tags to your your Shopify Dashboard. Here’s how:
Click on Add Customer Tag and select the attribute from which the order ID will be taken.
Now enter the tag name under the Add tag on Shopify.
First click on the + button and select Convertway Integration. Here are the options you get:
Conversation Tag
You can add a custom tag to filter conversations in the chat Inbox panel.
Click on Conversation Tag, enter the tag name you want to add, and click on Add and save.
Add to List
This will help you add chatbot users to an existing list:
Click on Add to List and select the list where you want to add the users.
You're ready to deliver personalized, timely messages that engage your customers and drive results
Create automated flows with ease by setting custom triggers and actions that fit your strategy. Whether it's sending a follow-up message after a purchase or re-engaging inactive subscribers, Custom Flows give you the flexibility to build it all, your way.
Note: Custom Flows are available starting from the Growth plan and all subsequent plans.
Dive in to learn how to set up your flows step-by-step.
Step 1: Create Your Custom Flow
Go to Flows.
Click on Build from Scratch.
Enter a unique name for your new flow to get started.
Step 2: Define a Trigger
Click on Flow Triggers to open the trigger options.
From the Select Triggers drop-down menu, pick the trigger that fits your flow. There are 8 trigger options available for you to choose from.
You can also control how frequently a customer receives the message by enabling Frequency. For example, setting Flow will be triggered 1 time in the last 1 day ensures the message is sent only once a day, regardless of how many times the trigger condition is met.
Click Save to confirm your trigger settings.
Note: Once saved, you won’t be able to edit the trigger
You’ve successfully set the trigger for your flow.
Step-3 Setting the Condition
Once you've set up your trigger, next, define who should receive the message by setting the conditions:
Click the + button under Flow Triggers.
Choose Condition, and specify whether all conditions must be met or if any one condition is enough.
Set up your conditions using attributes (e.g., Cart Total, Country):
Choose the attribute (e.g., Cart Total).
Select an operation (e.g., greater than, equal to).
Enter the value (e.g., 100).
Now click Save to save the condition.
Let’s understand this with an example example:
If you want to send an abandoned cart message only to customers with carts over $100 in Australia:
Set 1st condition: "Abandoned Checkout Total price, Operation: Greater than, Value:100
Add condition: Country Operation: Equal to, Value: Australia
Choose All to ensure both conditions are met, then click Save.
Step 4: Set Delay
Decide when the message should be sent after the trigger is activated:
Click the + button under the "**Yes** box of the conditions.
Select Delay from the drop-down.
Enter the delay time (e.g., 10 minutes) and click Save.
Step-5 Send Message
Now, choose the message template to be sent when the conditions are met:
Click the + button and select Send Message.
Select the Template
Pick the communication channel- WhatsApp or SMS.
Note: You can send both WhatsApp and SMS messages within the same flow by setting them up sequentially.
Select a template for the message you'd like to send.
You can select from a wide range of pre-designed templates depending on the trigger you choose or use custom templates tailored to fit your brand and campaign goals.
Note: When choosing a WhatsApp template, you can either use the pre-set Convertway templates or create your own customized templates from the Templates field. Once approved, select them from the drop-down menu.
For SMS, simply create a template under the Custom Template option from the drop-down. This feature is available for International clients and Indian clients with an approved sender ID.
Additional fields
With different triggers, you’ll need to define different fields, depending on whether it’s a WhatsApp or an SMS message and on the trigger you selected.
Abandoned Cart
For WhatsApp messages, you can enhance your message by adding media content, either dynamic or static, to accompany the template.
Note: When adding media to a message, keep in mind:
1. Selecting Static allows you to upload a custom image to send with the message.
2.Selecting Dynamic automatically includes the relevant product image with the message.
Added to List
For Welcome messages, you can enhance your message by adding a discount, a discount code, a CTA button value, or media, either dynamic or static, to accompany the template.
Note: In custom flows, you can easily swap out predefined variables with any variable of your choice. For instance, if you want to replace the "Discount Value" variable with the "Last Name" variable, simply use the custom drop-down menu and select the desired variable.
Order Cancelled
For Order cancellation messages, you can enhance your message by adding the cancel reason, either dynamic or static, to accompany the template.
Partially fulfilled/ Order Fulfilled.
For Order fulfillment messages, you can enhance your message by adding the carrier name, tracking number, and CTA button values either dynamic or static, to accompany the template.
Winback
For Winback messages, you can enhance your message by adding a discount, discount code, and media content, either dynamic or static, to accompany the template.
Once satisfied with the setup, click Save. You can either end the flow here or:
Set a delay and add follow-up messages from the same channel.
Switch to another channel for additional communication.
Shopify and Convertway Integration
With our custom flows you get additional features like the Shopify and Convertway Integration, let's see how you use the:
Shopify Integration
First, click on the + button and select Shopify Integration. Here are the options you get:
Cancel Order
Using this tag you can easily identify canceled orders and push back the cancel status on your Shopify dashboard. Here’s how:
Click Cancel Order, select the attribute for the order ID
Now add a tag under the Add Cancel Tag on Shopify and select Cancel success or fail.
Add Order Tag
Using this tag you can easily add an order tag to orders in your Shopify Dashboard. Here’s how:
Click on Add Order Tag and select the attribute from which the order ID will be taken.
Now add a tag under the Add tag on Shopify.
Add customer Tag
Using this tag you can easily add customer tags to your your Shopify Dashboard. Here’s how:
Click on Add Customer Tag and select the attribute from which the order ID will be taken.
Now enter the tag name under the Add tag on Shopify.
Convertway Integration
First click on the + button and select Convertway Integration. Here are the options you get:
Conversation Tag
You can add a custom tag to filter conversations in the chat Inbox panel.
Click on Conversation Tag, enter the tag name you want to add, and click on Add and save.
Add to List
This will help you add chatbot users to an existing list:
Click on Add to List and select the list where you want to add the users.
You're ready to deliver personalized, timely messages that engage your customers and drive results
Updated on: 18/11/2024
Thank you!