CRM automations
An automation is a rule: when something happens, and only if some conditions are true, do these steps. Because CRM sits inside your store, the "something" can be a real shop event, such as an abandoned cart worth more than AED 1,000 or a customer's fifth order, not only something your team typed.
Build an automation#
- Open CRMAutomations and click New automation, or start from a template.
- When: pick the trigger.
- Only if: add up to 20 conditions and choose whether all of these or any of these must match. Leave it empty to run every time.
- Steps: add up to 10 steps and use Move up and Move down to put them in order. Add a Wait between steps where you need time to pass.
- Test on a deal: pick a deal and click Run test. Nothing is sent and nothing changes; the log shows what would happen, step by step, including waits.
- Switch the automation On and click Save automation.
Triggers#
| Group | Triggers |
|---|---|
| Deals | Deal created; deal moved to a stage; deal has no activity for a number of days; follow-up is due; expected close date passed. |
| Forms | A lead form was submitted. |
| Shop | Cart abandoned; order placed; first order; order number N (for example the fifth); order delivered; payment received; refund issued; spend crosses an amount; customer created; no order in N days. Cart, order and payment triggers can be limited to amounts over a value you set. |
Conditions#
You can check the deal value, pipeline, stage, source, owner, assignee, deal tag, score band, whether a company is set, the customer's country, number of orders, total spent, marketing consent, and the order, cart or payment amount.
Compare with is, is not, greater than, at least, less than, at most, is empty, is not empty or contains.
Steps#
| Step | What it does |
|---|---|
| Wait | Pause for minutes, hours or days, up to 90 days. |
| Assign owner | Give the deal to one person, or share deals in turn across a group (round robin). |
| Move to stage | Move the deal to another stage. |
| Add a tag | Tag the deal or the customer. |
| Create a deal | For order, cart and customer triggers: open a new deal in the pipeline and stage you choose, optionally using the order, cart or payment amount as the value. |
| Create a task | Plan a to-do for the owner or assignee, due after a number of hours. |
| Notify | Send a note to the owner, the assignee or people with a given role, in the bell and on the phone. |
| Send email | Send an email from your store address. Merge tags fill in the customer, deal, owner and store. |
| Send a discount code | Make a single-use percentage or fixed-amount code, valid for up to 365 days, and email it. |
| WhatsApp task | Plan a WhatsApp follow-up with the message ready to send in one tap. |
How waits work#
When a rule reaches a wait, it pauses for that deal. When the time is up, Kartlo checks the conditions again before going on. If the deal no longer matches, for example it already moved to Won, the rule stops there.
Run log#
Open an automation and go to Run log to see every time it ran: which record, which steps ran, which are waiting, and any step that failed with the reason.
Safety limits#
- An automation never starts itself again from a change it made.
- At most 20 runs per record per hour.
- Up to 100 automations per store.
- Marketing emails are skipped for customers who have not agreed to receive them.
See also Abandoned carts and Discounts.