Post-Purchase Workflows

1. From the main Ivorey menu, go to Workflows > click the [+ Create Workflow] button, in the top right corner > and give your workflow a relevant name (e.g. Post-Purchase: Offer Name), at the top of the screen

2. Click the [+ Add New Trigger] button, at the top of the workflow > and search for and select your preferred trigger:

   1. Order Submitted - Ideal for products/offers sold via funnels, online stores or offer checkouts

   2. Payment Received - Ideal for products/offers sold via invoices or forms

3. Inside your trigger, click [Add Filters] to narrow down the criteria:

   1. Global Product - To filter for a specific product/offer

      1. In the Select Operator drop-down, select [is] > and select a specific product/offer, from the third drop-down

   2. Order Source - To filter for a specific order type

      1. In the Select Operator drop-down, select [is] > and select a specific source, from the third drop-down (e.g. order form, membership, payment link, invoice)

   3. Product Price - To filter for a specific price point

      1. In the Select Operator drop-down, select [is] > and select a specific offer, from the third drop-down (e.g. your VIP offer)

   Once you’re happy with the filters, click [Save Trigger], at the bottom

4. (optional) If you’ve added a filter for a specific price point, you can create a second trigger for the other price options, if you want to create a different sequence of actions for each price point (e.g. one for your standard offer, one for your VIP offer, etc.)

   1. Be sure to name each trigger according to the offer (e.g. Order Submitted - Basic, Order Submitted - VIP)

   2. Once you’ve added all of your triggers, click the [+] button to add an action > search for and select the [If/Else] action, to create separate branches in your workflow for each price point

      1. Name the first branch according to the first offer (e.g. Basic) > in the first drop-down, select [Workflow Trigger] > in the Select Operator drop-down, select [is] > and select one of your triggers, from the third drop-down (e.g. Order Submitted - Basic)

      2. If you’ve only set two triggers, you can stop here, as the If/Else condition will automatically create a branch for if the specific condition you set is not met > name the None branch according to your other offer > and click [Save Action]

      3. If you have more than two triggers, click [Add Branch] > set it according to your second offer > name the None branch according to your third offer > and click [Save Action]
         
         Note: if your different triggers aren’t showing up in the branch drop-downs, click the [Save] button at the top right corner of your workflow, and try again.

5. Click on the [Settings] tab > and configure the Contact rules:

   1. Allow re-entry - A contact can re-enter the workflow after they have fully completed it or have been manually removed (a contact cannot re-enter if they are still active in the workflow)
      
      Note: Workflows that use an appointment or invoice-based triggers will always allow a contact to enter multiple times, regardless of whether this setting is enabled or disabled. This ensures that every new appointment or invoice correctly triggers the automation.

   2. Allow multiple Opportunities - If a contact has multiple opportunities, they can enter the workflow separately for each opportunity

   3. Stop on Response - Automatically remove a contact from the workflow when they respond to an email/message in the workflow

6. Configure the Communication rules:

   1. Timezone - Determines the time zone used for any time-dependent steps in the workflow (such as Wait actions with specific set times)

      1. Account Timezone - base the workflow on the timezone used in your Ivorey account

      2. Contact Timezone - base it on the individual time zone of each contact

   2. Time Window - Specific Time - Restricts when communication actions (like sending an SMS or email) can execute

      1. Set the specific Start Time, End Time, and Days communications can be sent

   3. Sender Details - Set default sender information for all communications sent from this workflow

      1. Set the specific From Name and Email to send emails from

      2. Set the specific phone Number to send SMS’s from

   4. Conversations - Mark as read - Any conversation this workflow interacts with will be automatically marked as "Read" in the Messaging tab (includes emails, SMS, calls, and voicemails)

7. Once the above is complete, click the [Save] button at the top right corner of your workflow > and move on to the next step

1. In your workflow, click the [+] button to add an action > search for and select the [Add Contact Tag] action

   1. From the drop-down, select an existing tag. Or create a new one by typing it in (e.g. Purchase: Product/Offer Name) > and click the [+ Add New Tag] button

   2. Add multiple tags if you want to

   3. Click the [Save Action] button, at the bottom

   4. If you created separate branches in the previous step, you can add a unique tag under each branch, or add one universal tag above the Condition action

2. Click the [+] button to add another action > search for and select the [Send Internal Notification] action

   1. Select the Type of Notification from the drop-down, either Email, Notification (inside Ivorey), SMS, or WhatsApp

   2. Select a Template (if applicable) > customise the Message > and select the User Type:

      1. All Users - Every team member in your account is notified

      2. Assigned User - Only the team member assigned to the contact is notified

      3. Particular User - Select a specific team member to notify

      4. Custom - Send to a specific email or phone number (only available for Email and SMS notifications)

   3. Click the [Save Action] button, at the bottom

   4. If you created separate branches in the previous step, you can add a unique notification under each branch, or add one universal notification above the Condition action

3. Once the above is complete, click the [Save] button at the top right corner of your workflow > and move on to the next step

1. In your workflow, click the [+] button to add an action > search for and select the [Send Email] action

2. Set the From Name and Email > and give your email a Subject Line and Preview Text (optional)

3. Choose how to create your email:

   1. Quick Compose - Type your email out in plain text > make use of Custom Values to pull key data (e.g. Contact > First Name) > and add links, images, and more

   2. From Smart Builder > Design Editor - Design your email from scratch, using the drag-and-drop email builder

   3. Select Existing Template - Browse the template library, or select an already-customised template > and click the (⋮) three dots, to customise further if needed

4. Under Additional Settings, choose whether to toggle ON/OFF:

   1. Track Clicks - See click data and Click Through Rates (CTRs) for every link

   2. UTM Tracking - Automatically add campaign tracking tags to every link

   3. Add Tags - Automatically tag contacts based on opens or clicks

      1. Click [Add Conditions] to specify what to track and which tag to add

5. Under Test Emails, enter your email address > click [Send Test Email] > then go to your inbox to review the email and ensure everything looks correct (check both on desktop and mobile)

6. Once you’re happy, click [Save Action] > and repeat the above steps to add as many emails as you want

1. In your workflow, click the [+] button to add an action > search for and select the [Wait] action

2. Under the Wait For drop-down, select the type of Wait action you want:

   1. Time Delay - set a specific amount of time to wait (e.g. 3 days, or 1 hour) > toggle on Advanced Window to specify eligible days/hours (for example, if you only want emails going off during business hours)

   2. Event / Appointment time - wait until before or after an event or appointment start time > and choose what should happen if that set timing has already has passed when the workflow runs

      1. If it is an event, you will need to tell Ivorey when your event starts - add a [Set Event Start Time] action, above the Wait action > and set the specific date and time

      2. If it is an appointment, Ivorey will already know when the appointment it set to start (so long as it exists in your Ivorey calendar)

   3. Overdue - wait until before or after the invoice due date > and choose what should happen if that set timing has already has passed when the workflow runs

   4. Condition - wait until certain contact criteria is met (e.g. the contact gets a specific tag, or answers ‘Yes’ to a form question)

      1. You can add multiple conditions, using the AND/OR options to choose whether both or either of the conditions must be bets

      2. Toggle ON the Timeout option to create a separate branch in your workflow for if none of the conditions are met within the set timeframe (e.g. the contact doesn’t get a specific tag within 3 days)

   5. Contact Reply - wait until the contact has replied to your email

      1. Select the specific email from your workflow

      2. Toggle ON the Timeout option to create a separate branch in your workflow for if they did not reply within the set timeframe (e.g. they did not reply within 3 days)

   6. Email Event - wait until the contact has interacted with your email

      1. Select the specific email from your workflow

      2. Select the specific Email Event (e.g. they opened the email, or clicked the link)

      3. Toggle ON the Timeout option to create a separate branch in your workflow for if they did not interact with the email within the set timeframe (e.g. they did not click within 2 days)

3. Add as many Wait actions as you need - you can add/drag them wherever they should go in the workflow

4. Toggle the workflow to [Publish], at the top right corner of your workflow > click the [Save] button > and move on to the next step, to finalise and test your workflow

1. To test your workflow, complete the trigger (or one of the triggers) that you set - i.e place a test purchase of the specific product/offer
   
   Note: Use your real contact details when placing the order, so that you can confirm that emails were received correctly, etc.

2. Check your CRM to confirm that the contact tag was added

3. Check to see that the internal notification came through correctly

4. Check your inbox for the initial email, and confirm that everything looks good and all attachments, image, links, etc. came through correctly

5. Open your workflow > go to the [Execution Logs] tab > and check that each step was successful

   1. If any actions did not fire correctly, you’ll see an Error status > click the [View Details] button to learn more > and click the [→] Go to Action button to fix the settings of that action

6. Keep testing until all actions fire correctly and your workflow is running smoothly

7. If you get stuck or you’re not sure what is causing an error, please reach out to Support via the help widget

Yes, you can apply filters based on the payment gateway (Stripe, PayPal, etc.) to trigger different workflows for different payment methods.

Yes, the Order Submitted trigger fires for both primary purchases and upsells, as long as Allow Multiple Opportunities is enabled in workflow settings.

Yes, you can automate order confirmation emails and use the Shopping Cart element, inside the email builder, to include product details dynamically.

Yes, use the Source and Sub-Source filters to pinpoint payments from specific funnels, calendars, or memberships.

Absolutely! Use the Payment Status > is > Failed filter to create follow-up workflows for retries or dunning emails.