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Common Use Cases

1. Tiered Birthday Bonus

This flow sends a different bonus to a customer on their birthday based on their loyalty tier.

  • Trigger: Webhook (This assumes you have a daily system that finds all customers with a birthday today and sends a webhook for each one).

  • Step 1 (Condition): Tier Name equals Gold?

    • Yes Branch: Add Points (e.g., 500) -> Send SMS ("Happy Birthday, [Name]! As a Gold member, here are 500 bonus points!").

    • No Branch: Go to Step 2.

  • Step 2 (Condition): Tier Name equals Silver?

    • Yes Branch: Add Points (e.g., 200) -> Send SMS ("Happy Birthday, [Name]! Enjoy 200 bonus points on us.").

    • No Branch: Add Points (e.g., 100) -> Send SMS ("Happy Birthday! Here are 100 bonus points.").

 

2. Proactive "At-Risk" Customer Win-Back (Multi-Step)

This flow identifies customers who haven't shopped in a while and sends them escalating offers to win them back.

  • Trigger: On Purchase (This flow restarts every time they shop).

  • Step 1: Defer (e.g., Wait 60 days).

  • Step 2: Load Contact (This is crucial to get their latest purchase date).

  • Step 3 (Condition): Last Purchase Date greater than 59 days ago? (Checks if they have not purchased again in the last 60 days).

    • Yes Branch (At-Risk): Send Email (Email #1: "We miss you! Here's what's new."). -> Go to Step 4.

    • No Branch (Active): Stop (Customer is active, no action needed).

  • Step 4: Defer (e.g., Wait 30 more days).

  • Step 5: Load Contact (Refresh data again).

  • Step 6 (Condition): Last Purchase Date greater than 89 days ago? (Checks if they are now 90 days lapsed).

    • Yes Branch (Lapsed): Issue Coupon (15% Off) -> Send SMS (Email #2: "Here's a 15% off coupon to welcome you back!").

    • No Branch (Re-engaged): Stop (They must have purchased after Email #1).

 

3. Post-NPS Survey Follow-Up

This flow uses an incoming webhook from a survey tool (like SurveyMonkey or OptCulture's NPS) to follow up with customers based on their score.

  • Trigger: Webhook (from your NPS survey tool, including the score and comment).

  • Step 1 (Condition): NPS Score less than 7? (Detractor).

    • Yes Branch: Webhook Action (Send an internal alert to a Slack channel) -> Send Email (to Store Manager: "URGENT: Follow up with [Customer Name]") -> Issue Coupon (e.g., 20% Off "Apology") -> Send Email (to customer: "We're so sorry...").

    • No Branch: Go to Step 2.

  • Step 2 (Condition): NPS Score equals 9 or 10? (Promoter).

    • Yes Branch: Send Email ("Thanks for the amazing review, [Name]! Would you like to join our referral program?").

    • No Branch (Passive): Stop (Or send a "Thanks for your feedback!" email).

 

4. Profile Completion Bonus

This flow encourages customers to provide valuable data (like their birthday or gender) by rewarding them for it.

  • Trigger: Webform (This flow starts when a customer submits the "Update Your Profile" webform).

  • Step 1 (Condition): Date of Birth is not empty AND Gender is not empty? (Checks if the required fields are now filled).

    • Yes Branch: Add Points (e.g., 50 bonus points) -> Send Email ("Thanks for updating your profile! Here are 50 bonus points as a thank you.").

    • No Branch: Stop (They submitted the form but didn't fill in the key fields).

 

5. Tier Downgrade Warning

This is a critical retention flow to warn members they are about to lose their status, giving them a chance to save it.

    • Trigger: Webhook (From an internal system check, e.g., "Tier Expiry in 30 Days").

    • Step 1: Load Loyalty (To get their current spend/points).

    • Step 2 (Condition): Tier Name equals Gold?

      • Yes Branch: Send Email ("Your Gold status expires in 30 days! Spend [X] more to keep your benefits.").

      • No Branch: Go to Step 3.

    • Step 3 (Condition): Tier Name equals Silver?

      • Yes Branch: Send Email ("Your Silver status is expiring soon! Don't lose your rewards.").

      • No Branch: Stop.

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