At Superdesk we use Workflows to automate sending messages to your customers. We also use them to send events to the integrations that you connect to Superdesk, so that you can send messages to your customers through integrations.
Workflows make it very easy to configure what message is being sent to your customers at what time.
There are two types of workflows:
- Automated product review requests: For review collection messages and events
- Automated actions after review submission: For messages and events that are sent after a new review is submitted by a customer
A workflow consists of following blocks:
Trigger block: Defines the event that triggers the execution of the workflow
Wait block: Determines how long to wait for after the event is triggered to send the message
Check block: Before taking the action, workflow checks the incoming event against defined conditions.
Action block: Sets the exact timing for when the message is sent
You can choose to send messages to your customers in three ways:
- Send with Superdesk (fully customisable email templates)
- Send through integrations (in which case Superdesk sends the necessary event data to them)
- or both (for example sending email with Superdesk and sending SMS with an integration). Note: Avoid double sending emails both from Superdesk and an integration.
In this article, we'll focus on sending automated review request emails with Superdesk
Configure Automated product review requests (post purchase)
This is where you ask for reviews from your customers upon their fulfilled orders. In this workflow, you configure when to send a message (the delay) after order is fulfilled and who should send the message (Superdesk or integration partner or both)
To start sending review request emails with Superdesk, follow these steps:
- Navigate to Workflows, then click "Edit" for "Automated Product Review Requests"
- Make sure the workflow is turned on, indicated by green badge that reads "Active". Workflow is toggled on and off with the "Turn on/off Workflow" button in the top right of the dashboard.
- Determine how long to wait for the message to be sent after the trigger. To adjust this, click on the pen icon at the top right corner of the Wait block.
- In the modal, adjust the number of days to wait for. Ideal waiting time after an order is fulfilled depends on the product but is usually between 7 and 21 days. If you want to wait for a different delay for international orders, enable the "Different Delay for International Orders" button and adjust the number of delay days for international orders. Click "Save".
- Check block: Before sending the message to your customer, we check it against some additional conditions. Most importantly "Require Consent" button, when enabled, allows sending message (Email or SMS) only if the customer has explicitly opted in to receive marketing communications from your store. It's important to assess this based on the local laws that apply to your store. When disabled, we'll send the message whether the explicit opt-in from your customer exists or not.
- Action block: You can fine-tune the exact time the email will be sent from here
All is set and you'll start sending automated review request emails for all the fulfilled orders from now onwards.