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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🏷️ Custom automations are unlocked with the Marketing add-on.
🏷️ Custom segments are unlocked with the Loyalty Accelerate plan.
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.
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.
Automation Triggers
Order Triggers
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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 an order is completed
Who it targets: Order
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.
Who it targets: Order
How it works: Sends once a customer’s total order count reaches the specified number.
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.
Who it targets: Customer
How it works: Sends to customers who have spent more than the specified amount.
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.
Who it targets: Customer
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.
Who it targets: Customer
How it works: Sends to newly created customer accounts.
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
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.
Who it targets: Loyalty
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.
Who it targets: Loyalty
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.
Who it targets: Loyalty
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.
Who it targets: Loyalty
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.
Who it targets: Loyalty
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.
Who it targets: Loyalty
How it works: 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.