Flows are automated journeys that run on their own once a customer does something. A flow starts with a trigger, then runs steps such as emails, tags, alerts and waits. They are for brand teams who want to follow up with product owners, or automate how warranty claims are handled, without doing it by hand.
Open Flows in the sidebar. The list shows every flow with its Type (Customers or Claims), Status (Live or Draft), Last updated, In flow now, Entered, Emails sent, Open rate and Click rate. Search and filter by status or type.
Create a flow
- Click Create flow.
- Pick a ready-made flow, or Build your own (an empty customer journey or an empty claim flow).
- The flow opens in the editor as a Draft.
Below the list, Recommended flows shows ready-made customer journeys you have not added yet. Click the cross to hide one.
Customer journeys
Customer journeys are for people who own your products. The trigger is one of:
- A product is registered — right after a customer registers.
- A warranty is about to end — a set number of days before the warranty end date (you choose the days).
- A warranty claim is resolved — when your team resolves the customer's claim.
Ready-made journeys
- Thanks for registering — confirms the warranty and sends a thank-you code.
- Welcome series — tips after 3 days, a review request after about 2 weeks, accessories for owners who opened an email.
- Refill reminder — remind owners to restock consumables.
- Warranty ending soon — a heads-up 30 days before, with a reminder a week before.
- Extend your warranty — offers your extended warranty plan 45 days before the warranty ends, with a reminder if they do not click.
- Follow up after a claim — a week after resolution, check in and ask for a review.
- Accessory suggestions — three weeks after registering.
- Tag loyal owners — tags customers with three or more products and alerts a teammate.
Steps
Click the plus on the canvas, or use the Actions panel, to add a step:
| Step | What it does |
|---|---|
| Sends an email (see below) | |
| Add tag | Adds a tag to the customer, visible in Customers |
| Internal alert | Notifies a team member you choose |
| Webhook | Sends the customer, product and flow as JSON to an HTTPS URL, for example to your CRM |
| Time delay | Waits a number of hours or days (checked every 15 minutes) |
| Conditional split | Sends customers down Yes or No branches that join up again afterwards |
Click any step to edit it, then Save. Steps can be cloned, deleted or linked to with Copy link.
Write an email step
Each email has a Subject, Preview text, Heading and Message. You can use {{first_name}}, {{product}}, {{brand}}, {{warranty_expiry}} and {{discount_code}}. Choose a Button that opens their product page, your Help Center, the featured item or a link you enter. Use Preview to see it for a sample customer.
- Featured item — the refill or accessory that fits their product, the extended warranty for their product, or a specific item from Commerce › Catalog. If nothing matches, the card is left out. See Commerce.
- Discount code — a code from Commerce › Discounts.
- Marketing email — on, the email is sent only with consent and carries an unsubscribe link. Off, it is a service message sent to everyone in the flow.
Conditions
Splits and flow filters can check Marketing consent, Product, Product family, Country, Products registered, Warranty claims, Has an open claim, Owner health, Customer tag, and whether they Opened or Clicked an email in this flow.
Flow filters (in the trigger panel) are checked when a customer enters and again before every step. Anyone who stops matching leaves the flow.
Claim flows
Claim flows automate warranty claim handling. The trigger is A claim is submitted, The customer replies, A claim is approved, A claim is denied or A claim is resolved. Steps include Reply, Ask for info, Approve, Resolve, Set priority, Add tag, Assign, Internal alert, Webhook, plus delays and splits. A switch, Leave when the claim closes, stops the flow when the claim is resolved, denied or cancelled.
Ready-made claim flows: Chase missing photos, Safety alert, Check in after a fix and Repeat claimants. See Warranty claims.
Go live
Use Update status at the top of the editor. A flow needs at least one step, and every step must be fully set up, before it can go live. Draft pauses the flow: nobody new enters and nothing is sent. Setting the Welcome series live turns off the old post-registration emails.
Consent rules
Marketing emails are skipped for customers who have not subscribed to your brand, and the flow continues. See Consent and privacy.
Tip: Start from a ready-made flow and change the copy. The template cards on the Recommended flows list show the whole journey at a glance.