Automating communication with your customers is very important if we want to offer a robust review experience. The most common example is requesting reviews from customers after they make a purchase, but there are other examples where these flows will be useful as well (eg. incentivizing reviews).
In this guide, we're going to cover the following:
On your Flows page, you'll see the different flows that are available.
Let's jump into the most common example, requesting reviews after purchase. We can start to set that up by clicking Edit flow so that we're taken to our post-purchase review request flow page, which looks like below:
Here, I can see three parts that make up a flow:
The trigger is what kicks off the flow; when a customer does this, they are put into this flow and will start to make their way through the different parts. Each flow has a different trigger.
For example, you can choose between order fulfilled and order delivered to trigger our post-purchase review request flow.
Both triggers pull directly from Shopify, but there are a few more considerations for order delivered, such as fallback trigger and using third-party tracking apps to ensure the data is as accurate as possible.
Once an order is fulfilled, we'll want to check a few things before we give the OK to send the customer a review request.
If you click on the pen in the corner of the conditions box, then Edit, you'll see the relevant conditions and can make changes. Time delay is an important condition to ensure that we send the review request at the right time.
For a full list of conditions and descriptions, check out this help doc.
If an order is fulfilled and the customer meets the conditions you've set, then they'll move on to the last part, the action.
In this case, the action is the review request that we will send them. By default, you'll see Junip's first message template here. Clicking on the template name will take you to the template so that you can preview or edit it.
Note: these flow basics will apply to other flows as well, like the one that you can use to send an incentive email.
Enabling the flow
Once all three parts of the flow (trigger, conditions, and action) are set up, you'll want to make sure that your flow is enabled so that it's sending messages.
If it isn't enabled, then you can easily do this from your Flows page by clicking Turn on and then Enable.
Now you're all set to automatically message your customers!
If you're adding integrations to your flow, having it enabled means that you're sending events to integration platforms which is great, but there will still be an extra step or two to send the message from those platforms. More on that below!
If you're interested in sending messages through our integration partners, your message will become an action, and we have a help doc for that too! You can check it out here.