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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 a name of the trigger.
  2. Provide a description of the trigger.
  3. Specify the From email, an optional BCC email, Reply-to name & 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 email template or build the email body from scratch.
  6. Select from the available account/user variables to personalize your message.
    • You can use any of the email variables we support anywhere in the email message and subject, including within the HTML code. e.g. url}">Unsubscribe
  7. Click "Next" to move to the next step.


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 using only user level metrics and dimensions, or filter users using both user level and account level metrics and dimensions. For example, you can trigger an email based on a specific user role, and that the user didn't log into your product over the last 7 days, and that the account ARR is above a certain threshold. 


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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 preview the email and activate the email trigger. You can select a user from the recipient list to preview the email message that's specific to that user and send a preview email to yourself before activating the email trigger. 


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Monitor & View Email Trigger Details


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

  • Priority: The priority of the trigger.
  • Start Date: The date when the trigger first 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.


Click "Details" from the "Actions" dropdown or directly click on the email trigger name to access the Email Trigger Details page, where you can view the daily trends, daily trigger status as well as 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 number to view a list of recipients for each status and export that list into a CSV. 


View Email Details of Individual Accounts


We automatically log triggered emails sent from Natero to your accounts as account communications. You can view triggered email details for each individual account in the Account Details - Communications page filtered by the "Emails" category. The communication type will show "Trigger" and the subject will be the same as the triggered email subject.


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 and displaying any actual variable values. 


An account's email reply is sent via the mail service Natero uses back to your email server and we do not automatically track customer replies within Natero at this moment. 


 


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.