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Shopify | Use Shopify Flow

Updated

Shopify Flow is an automation tool within the Shopify platform that allows you to create custom workflows to streamline tasks and processes within your store and across your apps. It functions as a series of "if-this-then-that" rules that help your ecommerce business run more efficiently. Users on specific Shopify plans can set up Shopify Flow and connect with Sinch Engage to create impactful automations.

How Shopify Flow works

  • Triggers: Events that initiate a workflow e.g. an order is placed, a product is viewed, a new customer is added to a segment
  • Conditions: Rules that determine whether or not an action will occur e.g. if the order value is above a certain amount, if the customer is located in a specific region)
  • Actions: The tasks that are executed when the trigger and conditions are met e.g. send an SMS

Shopify Flow plans

Shopify Flow is available for all Shopify users on the followings plans:

  • Shopify Basic
  • Shopify Advanced
  • Shopify Plus

Shopify Flow and Sinch Engage integration

Sinch Engage currently provides Shopify Flow users with two distinct types of functionality:

  • Trigger: While triggers are less commonly used than actions, they remain important for certain workflows. The available triggers are:
    • RCS Read Receipt: Starts a Flow when Sinch Engage receives an RCS read receipt.
    • SMS Received: Starts a Flow when Sinch Engage receives an SMS.
  • Action: Actions are more widely used because they support key ecommerce functions. The available actions are:
    • Send Customer SMS: Send a SMS to a customer. This is a dynamic action and allows targeting individual customers based on their purchases and behaviour.
    • Send SMS: Send an SMS to a static recipient e.g. store admin or business owner who wants to be notified about low inventory or flag 'risky' purchases.

Recommended automations

There are several types of automations you can set up to improve communication with your customers:

  • Win-back: Send a win-back SMS to re-engage inactive customers, boost sales and improve overall customer loyalty.
  • Rewarding loyalty: Recognize and reward repeat customers, encouraging them to continue shopping with your store.
  • Order confirmation: Provide instant reassurance after a purchase. This builds customer confidence, enhances transparency and improves the overall shopping experience.
  • Order shipped: Keep customers informed when their order is on the way. Like order confirmations, these messages built trust, improve the customer experience and positively impact brand perception.
  • Post purchase acknowledgment: Thank customers after a purchase to create a positive experience and increase the likelihood of repeat orders.

We also recommend incorporating coupons or discounts to some of these automations. Offering incentives can encourage customers to return and make additional purchases.

How to set up your Shopify Flows

Shopify Flows offer a lot of flexibility, but every workflow must begin with a trigger. The trigger you choose will depend on the type of automation you're setting up. 

Win-back / Loyalty rewarding automation

Setting up these types of automations are quite similar and will work from a segment you create in Shopify.

  1. Create a Segment within Shopify based on win-back and/or loyalty reward. Set up your segments in any way that makes sense for your business.

    Win-back segment in Shopify.png
  2. From the left-side navigation, click on Flow (under Apps).

  3. Click the Create workflow button to create a new Flow.

    Create a new Flow in Shopify_EN.png
  4.  Click Select a trigger button to start building your Flow.

  5. For win-back and loyalty, search for Customer joined segment and select it from the menu.

    Add customer joined segment trigger in Shopify.

  6. You'll see the segments you've created within the drop-down. This process can be followed for any segment based automation Flow e.g. customers who haven't purchased in 90 days.

    Select the segment relevant for the workflow.
  7. Click the Then + icon and select Action.

  8. Search for Send Customer SMS and configure this with your desired messaging. 

    • Select your preferred Sender ID if there is a specific number you would like to send your message from. This can be an Alpha Tag or phone number.

      SenderID in Shopify flow.
    • Message Content: This should be personalized (including name) and can include a coupon code.
    • Customer ID: This is a selectable variable - depending on the initial 'trigger', you'll need to find the 'Customer ID' nested within one the variable options. As this example is triggered at the 'Customer' level, the customer.id is found against the customer.
    Configure Send Customer SMS action in Shopify Flow.
  9. When you're ready, click the Turn on workflow button.

Order confirmation automation

This type of automation can be triggered by different things depending on how your business handles order and payments e.g. how to set up a confirmation based on payment being received. 

  1. From the left-side navigation, click on Flow (under Apps).

  2. Click the Create workflow button to create a new Flow.

    Create a new Flow in Shopify.
  3. Click Select a trigger button to start building your Flow.

  4. For order confirmation, search for Order paid and select it from the menu.

    Select the order paid trigger in Shopify flows.
  5. Search for Send Customer SMS and configure this with your desired messaging. 

    • Select your preferred Sender ID if there is a specific number you would like to send your message from. This can be an Alpha Tag or phone number.

      SenderID in Shopify flow_EN.png
    • Message Content: This should be personalized (including name) and can include information regarding the order.

    • Customer ID: This is a selectable variable - depending on the initial 'trigger', you'll need to find the 'Customer ID' nested within one the variable options. As this example is triggered at the 'Order' level, the order.customer.id is found within Order > Customer.

      Configure send customer SMS message for order paid in Shopify flow.
  6. When you're ready, click the Turn on workflow button.

Order shipped / order acknowledgment automation

Depending on your business, you may choose to select a specific type of trigger/status for this type of notification. This examples triggers a Flow from the order being marked as Fulfilled. 

  1. From the left-side navigation, click on Flow (under Apps).

  2. Click the Create workflow button to create a new Flow.

    Create a new Flow in Shopify.
  3. Click Select a trigger button to start building your Flow.

  4. For order confirmation, search for Order fulfilled and select it from the menu.

    Select the order fulfilled trigger in Shopify flow_EN.png
  5. Search for Send Customer SMS and configure this with your desired messaging. 

    • Select your preferred Sender ID if there is a specific number you would like to send your message from. This can be an Alpha Tag or phone number.

      SenderID in Shopify flow_EN.png
    • Message Content: This should be personalized (including name) and can include information regarding the order.

    • Customer ID: This is a selectable variable - depending on the initial 'trigger', you'll need to find the 'Customer ID' nested within one the variable options. As this example is triggered at the 'Order' level, the order.customer.id is found within Order > Customer.

      Configure send customer SMS message for order fulfilled in Shopify flow.
  6. When you're ready, click the Turn on workflow button.
  7. (Optional) You can use the same set up to trigger an 'Order Acknowledgment' SMS. To do this, set an SMS delay of 14 days post Order Fulfilment.

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