Unified Email Manager / Customer Follow-ups
Follow up at the right stage of the customer relationship.
Coordinate product tips, help, review requests and photo check-ins with spaced messages, qualifying-order rules and individual progress. Keep follow-ups relevant as the order and customer change.
Explore Unified Email Manager
Open the interactive workspace and try the controls.
From one purchase to a useful sequence.
Sequences coordinate several additional messages around an approved user/order event. Choose templates, the purpose and delay of each step, applicable products/categories, an optional audience, refund behavior, repeat controls and review destinations.
Up to ten saved steps are supported, with each delay ranging from zero to 365 elapsed days. The creation screen starts with five step slots. Your configured sequence determines the cadence; it is not a fixed one-size-fits-all campaign.
Product help
Use qualifying product and order context to offer useful tips, answer common questions or direct the customer to support.
Review requests
Invite eligible customers to the relevant review destination, with Marketing permission and overlap controls.
Photo & check-in messages
Ask for photos or a later update through message content and links, without replacing your own response or photo-review workflow.
A starter you can shape to your products.
The post-purchase starter is saved as Draft. Its first message is nominally 21 days after an order is marked Completed, followed by another 84 days before the photo/check-in request—about day 105 after completion.
Those dates are based on the Completed event, not purchase, shipment or verified delivery. Adjust the delays for your product and customer experience before enabling the sequence. Later steps are spaced from actual prior execution so a delayed scheduler does not release several overdue messages at once.
Keep qualification connected to the order.
Product/category exclusions remove particular items from a qualifying order. At least one eligible unrefunded item must remain. When both product and category inclusions are required, the same item must satisfy both. Review links follow a qualifying product rather than an excluded first line.
Eligible guest orders can use their current billing identity without creating an account. A registered-user audience intentionally excludes guests; order and product rules alone can be used when the follow-up should include eligible guest purchasers.
The default partial-refund behavior stops future steps after any partial refund. An explicit alternative continues while qualifying unrefunded items remain. Fully refunded, cancelled, deleted or no-longer-Completed orders do not receive later completed-order steps.
Reduce overlap. Preserve deliberate permission.
Identifiable enabled native review requests take priority by default. Supported UEM review messages and earlier qualifying review sequences also participate in overlap handling. An approved on-site product review can skip the review request while leaving a later photo/check-in step eligible.
Each order enters a particular sequence once. A separate recipient repeat window can restrict new enrollments from other orders. Missing-consent enrollments are skipped; later consent does not silently backfill the old purchase. An address change stops the old recipient’s run rather than moving the remaining messages to another mailbox.
Existing runs keep their saved structure, rules and delays. Recipe changes affect new enrollments; template wording can affect a future step when it is read for sending. Use the progress view and explicit pause/resume controls to see held, skipped, cancelled or uncertain work.