Email Flows

An automatic email chain that starts on its own when something happens (sign-up, birthday, abandoned cart...) and moves forward with waits and conditions.

Where to find: Left menu → Marketing → Email Flows Who it's for: Anyone who wants to set up automatic email series such as "send a coupon to a new customer after 2 days" In short: An automatic email chain that starts on its own when something happens (sign-up, birthday, abandoned cart...) and moves forward with waits and conditions.

What is it for?

With Email Campaigns you send a one-off email to a list. Email Flows, on the other hand, are automation that keeps running: you set them up once, and from then on they work by themselves for every customer who qualifies.

An example welcome flow:

The customer signs up → a welcome email goes out.
Wait 2 days.
Check: did they place an order in the meantime?
- If yes → they leave the flow (we don't bother them).
- If no → an email with a discount coupon goes out.

The parts of a flow

Every flow consists of a trigger and ordered steps.

The trigger decides who starts the flow and when. Steps come in three types:

Step	What does it do?
Email	Sends an email using the template you choose.
Wait	Waits for the amount of time you set (days / hours / minutes).
Condition	Checks something and splits the path based on the result: Continue or Exit flow.

Triggers

Trigger	When does it start?	Setting
New customer sign-up	When the customer creates an account.	—
Hasn't ordered for a while	When the number of days you set has passed since their last order.	Number of days (default 60)
Birthday	On the customer's birthday, or a few days before.	How many days before (default 0 = same day)
Product purchased	When the product/category you choose is bought and the payment is completed.	Product and/or category selection
Cart abandoned	When a product is added to the cart but no order is placed within the set time.	Hours (default 4)
Order delivered	When an order moves to Delivered (for the review invitation).	Days after delivery (default 3) + minimum gap between invitations

For Product purchased you must choose at least one product or category.

While a Cart abandoned flow is active, the older abandoned-cart automation in the same store is disabled.

The "Order delivered" trigger (review invitation)

This trigger was added to send a product review invitation to the customer of a delivered order. Its settings:

Setting	What does it do?
Days after delivery before the invitation is sent	Sets the first "Wait" step of the flow (default 3 days). You can edit the same value in the steps section.
Minimum days between invitations to the same customer	A customer who already received an invitation within this window is not enrolled again for a new delivery. Enter 0 to disable the limit.

The panel notes: "Each order is enrolled only once. Cancelled, refunded or already reviewed orders receive no email. The legacy review reminder for this store is skipped while this flow is active."

The link in the email goes straight to the review form and lists the products the customer bought in that order. The "has purchased" verification is preserved; the invitation link does not let anyone else write a review.

If the order is cancelled or refunded during the waiting period, the email is not sent — the check runs at sending time.

Re-entry

By default each customer enters a flow only once. If you turn on the Allow re-entry switch, they can enter again once the number of days you set has passed (default 180 days).

Leave it off for a welcome series. For win-back and birthday flows it makes sense to have it on.

Conditions

Condition	What does it check?
Did they order after entering the flow?	Whether they placed an order since entering the flow.
Did they open the previous email?	Whether the previous email was opened.
Did they click a link in the previous email?	Whether a link in the previous email was clicked.
Are they in a specific customer group?	Whether they belong to the customer group you choose.

For every condition you define two paths: If the condition is met and If the condition is not met. Each one can be Continue or Exit flow.

Starting from a ready-made template (the easiest way)

With the Create from template button you can choose one of three ready-made flows:

Template	What does it do?
Welcome series	Greeting after sign-up → wait 2 days → coupon email if they haven't ordered.
Win-back series	Reminder to someone who hasn't ordered in 60 days → wait 5 days → offer if there's still no order.
Birthday celebration	A single celebration email on their birthday.
Review invitation	Three days after the order is delivered, sends a review link for the purchased products.

The template you choose is created as a draft; you can then edit it however you like.

If a template looks faded and can't be clicked, it means the email templates it needs don't exist in your store. First create the relevant templates in the Email Templates section.

Creating a flow from scratch (step by step)

Click the New Flow button.
Type a Flow name (required). Example: "Welcome series".
Choose a Trigger and enter its setting if it has one.
Add steps in the Steps card using the Email, Wait and Condition buttons.
Choose a Template for every Email step. If you leave the Subject empty, the template's own subject is used.
Reorder the steps with the up/down arrows.
Click the Save button.
When you're ready, click Activate.

A flow can contain at most 50 steps. You order steps with the arrow buttons, not by dragging.

Requirements for activation

To be able to activate a flow:

There must be at least one step.
There must be at least one Email step.
Every Wait step must have a duration greater than zero.
Every Condition step must have a condition selected.
Every Email step must have an active template and a filled-in subject.

If something is missing, the system tells you which step is missing what.

Using the plane icon next to a saved Email step, you can send yourself a test email. Always try it before activating.

Managing a flow

Status	What does it mean?
Draft (grey)	Not running yet, can be edited freely.
Active (green)	Running, new customers can enter.
Paused (yellow)	Stopped. Enrolments were not cancelled.

An active flow can't be edited. This warning appears on screen: "A flow can't be edited while it's active. Pause it first to make changes." An active flow also can't be deleted.

Buttons

Button	What does it do?
Activate / Pause	Starts or stops the flow. Pausing does not cancel enrolments; the flow can carry on from where it left off.
Scan Now	For flows that need a scan, runs the check immediately instead of waiting.
Emergency Stop	Pauses the flow and cancels all enrolments in progress.

Emergency Stop can't be undone. Cancelled enrolments don't come back; those customers will never receive the rest of the series. Only use it if something genuinely wrong is being sent.

Automatic pausing

A flow can pause by itself and show a red label next to it:

Label	Reason	What to do?
Quota exhausted	Your monthly email quota has run out.	Activate it again when the quota renews, or upgrade your plan.
Emergency stopped	You performed an emergency stop.	It can be reviewed and activated again.

Tracking flow performance

Clicking the flow name opens the detail screen.

Card	What does it show?
Total entered	The total number of people who entered the flow; below it, how many are in the flow right now.
Sent	The number of emails sent; below it, the failed and skipped counts.
Open rate	What percentage of the sent emails were opened.
Click rate	In what percentage of the sent emails a link was clicked.

Below there is an Enrolments table: it shows which step each customer is on in the flow, their next run time and their status (Active, Completed, Exited, Cancelled).

Exit reasons

Reason	Description
No marketing consent	The customer has marketing emails turned off.
No email address	No valid address was found.
Customer deleted	The customer record has been deleted.
Condition branch	A condition step said "exit".
Step removed	The step they were waiting on was deleted from the flow.
Flow deleted	The flow has been deleted.
Emergency stop	An emergency stop was performed.
Unsubscribed	The customer opted out via the link in the email.

Flows only send emails to customers who have given marketing consent. Consent is checked again before every email.

An "Unsubscribe from marketing emails" link is added automatically at the bottom of every flow email. If the customer clicks it:

They are turned off for all marketing emails,
Their active enrolments in all flows are cancelled.

This is a legal requirement and can't be removed.

The confirmation page opens in your store's theme. When the customer clicks the link the action completes and they are redirected to your own storefront, where a themed page confirms it: the same colours, fonts, header/footer and branding. (This applies to the unsubscribe links in both flow and campaign emails.) If the link is invalid or has expired, the customer is informed on the same themed page without leaking any information.

If you add a Newsletter block (Card, Inline, Split, Full width) to your storefront, visitors can subscribe directly from there. The flow:

The visitor enters their email address and ticks the consent box — the form cannot be submitted without it.
A confirmation email is sent to that address; the subscription is only final once the link in that email is clicked (double opt-in).
The confirmed address joins your marketing-consented subscriber list and can be targeted by campaigns and flows.

Unconfirmed addresses do not count as subscribers and receive no email. If the visitor never clicks the confirmation link they will not appear in your list — this is deliberate and protects your deliverability.

Submitting the same address a second time does not create a duplicate record; the confirmation email is simply resent.

What you need to know about timing

The New customer sign-up and Product purchased triggers work instantly.

The Hasn't ordered for a while, Birthday and Cart abandoned triggers work through a daily scan: eligible customers are scanned every day at 09:00 (Türkiye time).

If you don't want to wait, use the Scan Now button (it only appears on active flows).

Frequently asked questions

What's the difference between a campaign and a flow? A campaign is one-off and you send it. A flow is continuous and runs by itself.

Can the same customer enter two different flows? Yes. Flows are independent of each other.

What happens to customers if I delete a flow? All enrolments in progress are cancelled with the reason Flow deleted. An active flow can't be deleted; pause it first.

What happens to customers when I pause? Their enrolments stop but aren't cancelled. When you activate again, they carry on from where they left off.

I can't see all my flows in the list. This screen has no search or pagination; the first 20 flows are listed.

Can I see who received what at each step? There is no step-by-step sending history screen. You can see step totals in the Steps card on the detail page.

Email — Overview — Overview of the Marketing section.
Email Templates — List — The templates you'll use in the flow.
Email Campaigns — List — One-off campaigns.
Customer Groups — Overview — The customer groups used in conditions.

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