Use automations

note

This functionality is a part of CleverAutomations premium solution. To activate it, contact Client Experience.

Understanding tactics and automations

A tactic is a predefined automation strategy designed to achieve specific business objectives. There are Renewal Tactics, Payment Delinquency Tactics, and Winback Tactics, each targeting distinct customer interaction goals.

An automation is an implementation of a tactic, configured as a unique workflow. Each automation is based on a tactic and includes customizable settings, email cadences, and segmentation parameters, allowing you to adapt it to your specific requirements and business needs.

Create an automation

In order to create an automation, you need to:

1. Select the tactic.
2. Launch the automation creation.
3. Define the prompt parameters (if applicable), and have AI generate the initial automation flow.
4. Adjust the automation flow (if needed).
5. Activate the automation.

1. Select the tactic

To start creating an automation:

1. Go to Automations > Tactics in our Web Admin Tool. You will be taken to the Automations > Overview page.

   note

   If there are no automations available for your account, you will be taken directly to the Tactics Library.

2. Click the + Create new automation button. You will be taken tp the tactics library.

3. Click the desired tactic tile in the Tactics Library.

   

Available tactics

We can divide all available tactics into three main types:

• Renewal tactics: Used to create personalized emails sent to customers before their subscription renewal date. Encourage subscription renewals and improve customer retention.
• Payment delinquency tactics: Address missed payments.
• Winback tactics: Re-engage churned customers.

See the following table for detailed tactics overview

Type	Tactic	Description	Default Schedule
Renewal	Renewal Series	Configure emails and schedule reminder dates for any customer segmentation.	180, 90, 30, 14, 7, 3, 1 day before the renewal date, and on the renewal date.
	Auto-renewal reminders	For auto-renewal customers. Similar to Renewal Series.	Annual: 30 days before the renewal date; Monthly: 7 days before the renewal date.
	Manual renewal reminders	For manual renewal customers. Similar to Renewal Series.	Annual: 180 days before the renewal date. Monthly: 7 days before the renewal date.
Payment delinquency	Payment Delinquency Series	Send automatic emails to customers with overdue payments.	1, 5, 10, 15, and 20 days after the missed payment date.
	Online payment not completed	Targets online payments.
	Offline payment not completed	Targets offline payments.
Winback	Winback Series	Targets voluntarily churned customers by delivering emails offering special incentives and personalized messages	1, 7, 15, and 20 days after the renewal date.

2. Launch the automation creation

1. Select the desired tactic, for example, Renewal Series.
2. Review the description and automation preview.
3. Click Generate automation.

3. Define the prompt parameters (if applicable)

Initial prompt parameters are only defined for the "Series..." tactics (Renewal Series, Payment Delinquency Series, and Winback Series). If such a tactic is chosen, a pop-up will emerge. Define:

• Segmentation: Describe the customer group in a natural language; AI converts it into parameters.
• Tone of voice: Choose the tone for the emails.
• Languages: Specify the languages in which the emails will be available. If the customer's language isn't available, emails are sent in English.

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The prompt settings can later be modified when you edit the automation.

To finalize the step, click the Generate Automation button in the top right corner of the pop-up.

4. Adjust the automation flow

After step 3 (for the Series... tactics) or step 2 (for more predefined tactics), the automation flow is displayed and the emails are generated. At this stage you can modify the flow. All the modification are the same as when editing a saved or active flow and are described further in the document.

5. Save and activate the flow

In order to save an automation, you need to:

1. Name the automation tactic in the Automation Name field.
2. • Click Save Draft to save for later.
   • Click Activate to save and schedule activation.

Manage automations

After creating an automation, you can adjust various parameters to refine your tactics, respond to customer needs, and ensure that your automated processes remain effective and relevant. This can be done immediately after the automation is created (Step 4 of the automation creation) or at any later point of time.

To edit an automation after is has been saved:

1. Go to Automations > Tactics in the web admin tool.
2. Click the ... icon to the right of the automation you want to edit.

Common adjustments include managing:

• languages.
• segmentation.
• cadences.
• email content.

Manage languages

If there are several languages defined for an automation tactic, the emails are displayed in the language selected in the top left corner of the screen. To view emails in a different language, click the selector and choose a different language. It will be applied immediately.

Add languages

If you want to add another language to an automation tactic:

1. Go to the language selector.

2. Click Manage Languages.
   

3. Check the languages to enable them. Use search if needed.

4. Click Apply at the bottom.
   

Emails will be translated to the new language(s) and added to the tactic. The translation source is current English version of the email.

Remove languages

To remove a language from an automation tactic, go to the language list as when adding a language, and uncheck the boxes.

Manage segmentation

The first block of the automation flow represents its segmentation, defining which customers will receive the emails. It may be defined manually (when using the "Series..." tactics or automatically, based on the tactic peculiarities).

Check segmentation

To check the segmentation click the segmentation block - it is the first block of the automation flow.

In the pop-up, you will see:

• The prompt used for segmentation: Input by you or based on the chosen tactics
• The list of segmentation values: The values are calculated by the AI algorithm based on the prompt and used to allocate the customers covered by the automation.
  

tip

You can also get CSV file that contains all the customers currently meeting the segmentation conditions. Click the Request CSV link and follow the wizard.

Update segmentation

To change the segmentation:

1. Click the segmentation block (as when checking it).
2. Update the prompt in the Ask AI to write new segmentation field and click the arrow up icon next to the new prompt.
3. The prompt and the list of parameters will be regenerated.
4. If they meet your needs, click Apply.

Manage cadences

Each second block of the automation flow is a cadence block. It defines when and under which conditions the email defined in the following block must be sent. The initial cadences are aligned with the default settings of the corresponding tactic.

View and edit cadences

Tp edit cadence settings:

1. Click the cadence block. The Set up your cadence window will pop up.
2. Update the time of next email. In many cases, you can only update the number of days, as the rest of the conditions depend on the chosen tactic type.
   
3. Click Done.
4. Click Save. The E-mail following the cadence will be sent on the corresponding day.

Add new cadences:

You can also add new cadences to the flow:

1. Hover over the flow line.
2. Click the + icon that will emerge.
   .
3. A new block will emerge. Under Select block, select Cadence.
4. Edit the new cadence.

note

Each cadence requires an associated email block.

When adding a block to the right from another cadence, a recommended block type (in black) is Email. However, you can still choose the Cadence option.

Until you've added an Email block, between two cadence block, the system will display an error alert, but you can keep editing the automation.

Delete a cadence

To delete a cadence:

1. Hover over the cadence block.
2. Click the three-dotted icon in the top-right corner.
3. Select Delete.

Manage emails

Each cadence block is followed by an email block.

This defines what will be sent to the customers covered by the segmentation on the dates defined by the cadence that precedes this Email block.

View and modify emails

1. Go to the language selector at the top of the screen and select the language in which you want to review/edit the emails.
2. Click the email you want to edit. The mail editor will emerge. Here you can:
   • Set up email configuration.
   • Edit the subject and preview text.
   • Edit the email body.
   • Preview and test the updates.
   • Apply the updates to the chosen language or all languages. For more details see Use email editor.

tip

For detailed information on the content requirements and best practices for creating emails, please refer to our Email Content Guidelines.

Add an email

To add an email.

1. Hover over the flow line.
2. Click the + icon that will emerge.
3. A new block will emerge. Under Select block, select Email.
   
4. Edit the new Email.

note

Each emails requires an associated cadence block.

When adding a block to the right from another Emails, a recommended block type (in black) is Cadence. However, you can still choose "Email".

If there are two blocks of the same type following each other, the system will display an error alert, but you can keep editing the automation.

Delete an Email

To delete an Email:

1. Hover over the cadence block.
2. Click the three-dotted icon in the top-right corner.
3. Select Delete.

Track revenue and customer behavior

With our Power BI reports, you can track revenue generated by each of your CleverAutomations email campaigns. Additionally, you can monitor customer interactions with CleverAutomations emails, including:

• Number of sent emails
• Number of delivered emails
• Number of opened emails
• Number of clicks (customers clicked the call-to-action in an email)
• Number and type of bounces to help you identify out-of-date contact information for your subscription customers

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