Create an Email Trigger

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Natero email triggers (available for Growth & Enterprise) allow you to automate customer communication using saved email templates and pre-defined trigger rules.  

For example, you can create an email trigger to auto-send a feature promotion email to users if they did not use a key feature after 10 days since signup; or a congratulation email to users who have reached a key usage milestone during onboarding.

To create an email trigger, go to "Triggers" tab under "Emails" and follow the 4 steps indicated on the page. Note that you can save the changes anytime while editing the email trigger details. 

Step 1: Message

The first step is to configure basic email settings and then build the email content for this trigger.

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  1. Provide the name of the trigger
  2. Provide the description of the trigger
  3. Specify From email, BCC (optional) email, Reply-to name and email. You can also check the "no-reply" box to turn off the email reply capability for this trigger. 
  4. Specify the email subject
  5. Load a pre-saved a template or build the email body from scratch.

Step 2: Rule

The second step is to define the rules based on which the emails should be triggered to the matching users. You can filter users based on only user metrics and dimensions, or filter users based on both user and account metrics and dimensions. For example, you can trigger email based on if a user has used a certain feature over the last 3 days and if the account that user belongs to has logged into the product over the last week. 

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  1. Specify if one or multiple types of users should be included in the list, note that if none is checked, no users will be included in the defined list. 
    • Users of churned accounts
    • Inactive users
    • Users that are CRM contacts
    • Users that are product users
  2. Decide if account rule should be included.
  3. Define the rules and preview recipients that currently match the conditions. 

Step 3: Controls

The third step is to set up controls over how frequent emails should be sent from those triggers.

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  • Global trigger delay (days): The minimum days between sending any triggered emails and sending this email to the same user.
  • Global trigger priority: Determines the order in which triggers are evaluated. Important when considering global trigger delays. Higher values are evaluated first. e.g. an email trigger with a priority of "3" will take precedence over another email trigger with a priority of "1" and "2" when they are scheduled to run at the same time.
  • Re-trigger delay (days): The minimum days of subsequent resending of this email to the same user.
  • Never re-trigger: If checked, this trigger will send emails to the same user only once.
  • Generate recipients list daily at xxx local time: When a list of recipients should be generated for review based on the defined trigger rule. (You'd set the "generate time" to be different from the "send time" if you'd like to preview the list prior to sending it out.)
  • Send emails daily at xxx local time: When this email will be sent to the recipients.

***Note that "Local Time" is the time displayed on your computer browser.

Step 4: Review

The final step is to review the email settings and activate the email trigger. You can send a preview to yourself before turning on the email trigger. 

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Monitor & View Email Trigger Details

You can manage, monitor and view the email trigger results on the "Triggers" section of the "Email Center".

  • Priority: The priority of the trigger.
  • Started: The date when the trigger started.
  • Last send: The time when the trigger was last scheduled to send out. 
  • Next send: The time when the trigger is next scheduled to send out.
  • 30-Day Recipients: Number of recipients that received the email from this trigger over the last 30 days. 
  • Status: Whether this trigger is activated or inactive.
  • Actions: You can view the trigger details, edit, copy, deactivate or delete this email trigger.

In the Email Trigger Details page, you can view the daily trends, trigger stats and the next trigger details. 

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  • Recipients: Number of users the trigger has attempted to send an email to on that day.
  • Delivered: Number of users the email was successfully delivered to on that day.
  • Opened: Number of users that opened the email on that day.
  • Clicked: Number of users that clicked on a link in the email.
  • Click-Thru Rate: Number of users that clicked divided by number of users that opened.
  • Failed: Number of users that failed to receive the email.
  • Unsubscribed: Number of users that unsubscribed from email on that day.

You can click on the stats to view a list of recipients that belong to each category. 

View Email Details of Individual Accounts

We automatically log outbound emails sent from Natero to your accounts as email communications. You can view triggered email details for each individual account at the Account Details - Communications page filtered by the "Emails" category.

Note that triggered email sent to multiple users under the same account in a given day will be recorded only once for that account in that day without specifying the user details. 

 

If you haven't enabled this feature in your Natero application, please click here to learn how to set up the Natero Email feature. 

View our blog on automating emails for customer success

Watch our webinar on email triggers.

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