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Overview

Flows are series of messages that allow you to set-it-and-forget-it while the Kinnekt app drives more revenue and sales for your store! They're also a great way to increase customer engagement and brand loyalty via targeted and relevant SMS/MMS marketing messages.

There are two ways to use the Flows available in Kinnekt:

  • Subscription Flows used with Mobile Popups, Shareable Links and at Shopify Checkout to build your SMS Subscriber List

  • Flows being Triggered by a certain Events or actions taken on your store, such as abandoning an order at checkout or completing a purchase, to drive more sales and customer engagement

We provide you with several best-practice Flow Templates to choose from (including pre-built message content) so you can keep your customers and visitors engaged at every step of the purchase cycle!

Recommended Flows to Start With

We recommend starting with the following Flows available in the Kinnekt app:

Subscription Flows connected via Mobile Popups, Shareable Links and at Shopify Checkout to grow your SMS Subscriber list:

  • Welcome Flow with a Discount
    Welcome new SMS subscribers who opt-in via the Mobile Popup or Shareable Link to your store's VIP Text Club and incentivize them to purchase via a discount code that auto-applies at checkout. This flow can also be applied to subscribers who opt-in at Checkout.

Dynamic Flows triggered based on a certain events or actions to drive additional sales, revenue and customer engagement. Only active SMS subscribers who've opted-in to your list are able to receive these flow messages:

  • Post-purchase Flow (Thank You)
    Followup with your customers who've placed an order either immediately, a few hours or a few days later. Offer a discount that can be used on their next purchase.

  • Product Cross-sell
    If someone buys a specific product on your store, followup with them 9 days later recommending them an additional unit of the product they already purchased at a discount or a product they haven't purchased yet. Include an automatic discount to further incentive the purchase.

  • Existing Subscriber
    If an existing SMS subscriber shows engagement by opting-in again at a later date after already opting in previously, send them a discount code and encourage them to place an order.

  • Abandoned Cart
    The customer's cart is considered abandoned after 30 minutes of inactivity on the Shopify Checkout. Send a message 30 minutes after that to encourage them to complete their purchase. Send another one 1 day later with an automatic discount code included to further incentive the purchase.

  • Customer Care after Order Delivered
    Show your customers you care by following up with them after their order has been delivered! How does Kinnekt know when a customer's order has been delivered? We listen for the "delivered" FulfillmentEvent and receive it from Shopify.
    Wait a couple of hours or a day after that and send customer care message(s) to support your product and/or increase brand loyalty and engagement.

  • 30-day Customer Winback (Not included in the Templates library, needs to be setup manually using the Product Cross-sell flow)
    Send a message 30 days after the customer completes an order on your store, but only if they haven't started a new checkout since then. Include an automatic discount to further incentive the customer winback and purchase.

πŸ“To use the dynamic flows based on customer Checkout and order behavior, you must first configure your Shopify Checkout page to compliantly collect SMS subscribers. Follow the instructions outlined in the "Checkouts" section of the Kinnekt app and complete the required steps for Shopify Checkout (and OCU Checkout as well if applicable).

Flow Triggers and Cancellation Triggers

Each flow type has a Trigger that starts a subscriber on it, as well as a Cancellation Trigger that ends the subscriber being included in it and receiving any further messages from the flow:

The Trigger types are listed below:

  • Subscription - Two subscription sources to choose from: Keyword or Checkout
    1) Keyword: Triggers when a visitor texts an active keyword to your Kinnekt phone number and opts-in as a subscriber.
    2) Checkout: Triggers when a visitor opts-in via Shopify Checkout or OCU Checkout and becomes a subscriber.

  • Existing Subscriber - Triggers if an existing Kinnekt subscriber responds using an active keyword.

  • Abandoned Cart - Triggers when a customer abandons the Shopify Checkout with items in it. (It's considered abandoned after 30 minutes of inactivity)

  • Post-Purchase - Triggers when a customer completes an order.

  • Upsell / Cross-sell - Recommend an additional specific product or a product from a specific collection to the customer based on their order history.

  • Order Delivered - Sent automatically to the customer when their order is delivered.

The Cancellation Trigger determines how a subscriber exits the flow and prevents sending non-relevant content when the flow goal is achieved:

  • None - This option will not remove subscribers from the flow under any condition.

  • Subscriber completed a purchase - The flow will be cancelled for a specific subscriber after they've completed a purchase.

  • Subscriber begins the Checkout process - The flow will be cancelled for a specific subscriber if they start a new checkout on your store.

  • Send this flow once per subscriber - This optional setting prevents subscribers from seeing messages from a particular flow more than once.
    Examples:
    1. As a subscriber I place an order (A) and then the Flow is triggered and I receive a message with a discount. I use this discount and place one more order (B). If this setting is turned on, this flow would not be triggered again for order B.
    2. As a subscriber I make an order (A) and then the Flow is triggered and I receive a message with a discount. I do not use the discount or link from this flow message. I place one more order (C) which is not the direct result of the flow. If this setting is turned on, this flow would be triggered for order C.

Creating a New Flow

To create a new flow, click the "Add Flow" button from the Flows section of the app:

On the next screen, choose the type of flow you'd like to create depending on your goals and needs (Subscription/Cart/Completed Order/Shipping). You can either use a pre-built flow from one of our available Flow Templates or Create from Scratch:

πŸ“Flow Templates come with pre-built message(s), message content and time delays. They're a great starting point and can be used as-is in most cases, although you're free to edit them in any way you'd like after selecting one and going to the Flow Builder.

Once you select a Template or choose Create from Scratch, your flow will be created and you'll be taken to the Flow Builder to start building out your message flow:

πŸ“The flow is created immediately, but not activated. It will need to be activated in the Flows section of the app by clicking the "Status" switcher for it to start being used and sending messages to subscribers.

⚠️After you have finished editing the Flow Settings and Message(s) to your liking, don't forget to click the Save button to save it.

The Flow Builder (Editor)

The Flow builder is where all of the editing for the flow you've created is performed. In the Flow Builder, you can:

  • Name your Flow

  • View the Trigger for it

  • Set the Cancellation Trigger for it (if applicable)

  • Add Time Delay for messages

  • Add New Message(s)

  • Add Conditional Split(s)

  • Edit/Delete Existing Message(s)
    πŸ“The first message in the flow is not able to be deleted.

  • Additional options and features coming soon!

Adding a Time Delay, Message or Conditional Split

Click the βž• sign in the builder to add a new flow action:

Time Delay determines how much time will pass before the initial or next message in the flow is sent to each subscriber. Message is the actual text message each subscriber will receive from the flow. A Split allows you to create two unique paths (Yes/No) within a single Flow, based on defined data about your subscribers.

Click on the Time Delay card added to edit its values or on the 3-dot menu to delete it:

Click on the Message card to open the text message editor where you write the actual message content each subscriber added to the flow will receive:

πŸ“It's recommended to add a Time Delay after the Trigger, unless you want the message to be sent immediately after the trigger event occurs. Two time delays can't be added in series.

Conditional Splits

A conditional split allows you to create two unique paths (Yes/No) within a single Flow, based on defined data about your subscribers, so that you can better target those subscribers with different content based on those condition(s).

Subscribers who meet the condition(s) you've added will move to the "Yes" side of the split while subscribers who don't will be moved to the "No" side.

πŸ“If a conditional split is inserted above existing action(s) within a flow, all actions below the split will be placed on the "Yes" side of the flow path automatically.

For even narrower targeting of subscribers in the flow, you can add more condition(s) by clicking the + AND button. When the "AND" rule is used, the subscriber must meet all condition(s) you've set to be placed on the "Yes" side of the split.

Click the 3-dot menu to delete a conditional split you've added:

When deleting a conditional split, it will also delete the next steps in the flow after it. You will be presented with 3 options for how to proceed:

  • Delete the "Yes" path only

  • Delete the "No" path only

  • Delete both "Yes" and "No" paths

Flow Statistics

Total and individual Flow statistics is available so you can gauge how well they're performing as a whole as well as individually:

  • Sent - Number of times any message from the Flow was sent

  • Clicks - Number of times a link was tapped/clicked in Flow message(s) received

  • Orders - Number of direct orders placed by subscribers via messages included in this Flow

  • Revenue - Total revenue made from subscribers via messages included in this Flow

Status and Actions

In the Status column, you can enable or disable a particular Flow from being used on your store by clicking the Status switcher for it:

πŸ“The Flow goes LIVE on your store immediately after enabling it. If it's a "Subscription" flow which you've connected to a Mobile Popup or Shareable Link, you must enable those as well.

⚠️ Disabling a Flow will stop all remaining flow message(s) from being sent to any subscribers who are actively receiving messages from the Flow.

Actions available for each Flow are the following:

  • Edit - Open the Flow Editor to make any needed edits by clicking the ✏️

  • Delete - Delete the Flow if it is no longer needed by clicking the πŸ—‘οΈ
    You will need to confirm the delete action in the confirmation popup that shows:

Please reach out to us in support chat if you've any questions we can help with!

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