Welcome series
2 to 3 texts that confirm signup, set expectations, and send the first offer without burying STOP language.
Service
SMS automations that match real customer moments
SMS automations work when they are tied to a clear customer moment. We build short flows with consent checks, suppression rules, offer logic, and a reporting view that separates delivered messages from clicks and orders.
The first 6 flows we check
Cart save
1 to 2 texts after cart intent, with email suppression so the same discount does not hit twice.
Browse prompt
A low-pressure reminder for high-intent categories, usually capped to avoid repeat nudges.
Post-purchase
Order status, care tips, review asks, and support nudges separated from promo sends.
Replenishment
Timing based on average reorder cycle, SKU type, and purchase count.
Win-back
A short offer or new-arrival note for subscribers who have gone quiet for 45 to 120 days.
How each flow is triggered
| Flow | Trigger | Typical timing | Primary KPI |
|---|---|---|---|
| Welcome series | New SMS opt-in | Minutes, then day 2 and day 4 | First-order conversion |
| Cart save | Checkout started, not completed | 30 to 60 minutes after abandon | Recovered revenue |
| Browse prompt | High-intent product or category view | 2 to 6 hours, capped weekly | Click-through rate |
| Post-purchase | Order placed or fulfilled | On status change | Repeat purchase rate |
| Replenishment | Reorder window by SKU | Days before expected run-out | Reorder rate |
| Win-back | No engagement 45 to 120 days | Single send, then suppress | Reactivation rate |
Advanced flows we add next
Once the core six are stable, we layer in flows tied to inventory, loyalty, and revenue protection. Each one ships with its own consent check, frequency cap, and suppression rule so the list does not feel busier.
Inventory
Back-in-stock
Opt-in alerts for a specific SKU or size, sent the moment stock returns and capped to interested subscribers only.
Pricing
Price-drop watch
A targeted nudge when a viewed or wishlisted item drops, useful for considered purchases without blasting the full list.
Loyalty
VIP early access
First look at drops and sales for top spenders, which keeps the most valuable segment from discount fatigue.
Proof
Review & UGC request
A timed ask after delivery for a rating or photo, separated from promotional sends and easy to opt out of.
Service
Appointment & shipping
Booking confirmations, reminders, and delivery updates for service and local brands, kept clear of marketing cadence.
Revenue
Payment-failure save
A service-first dunning sequence for subscriptions that recovers failed payments without sounding like a collection notice.
Segmentation keeps opt-outs down
Every flow has at least 3 controls: consent status, recent purchase status, and prior SMS engagement. On larger lists, we add VIP, discount sensitivity, category interest, and store location. A 50,000-subscriber list should not receive one identical promotional text unless the offer truly applies to almost everyone.
Automations connect back to SMS Marketing Services through the campaign calendar and to platforms and channels through the events, consent fields, and suppression rules each flow depends on.
What we measure on every flow
Each automation is judged on its own numbers, not the program average. That keeps a strong welcome flow from hiding a cart flow that quietly burns clicks, and it shows where the next test should go.
Delivery rateCarrier acceptance by sender and segment, watched for filtering before it spreads.
Click-through rateClicks on delivered messages, compared across flow versions and offers.
Conversion rateOrders tied to delivered messages inside a defined attribution window.
Revenue per messageRevenue divided by delivered sends, so cost and lift stay honest.
Opt-out rateUnsubscribes per flow, the pressure gauge that caps cadence before damage.
Time to first valueHow fast a new subscriber reaches a first useful action or order.
QA before a flow goes live
- Trigger test: confirm the Shopify, WooCommerce, CRM, or form event starts the right path.
- Suppression test: recent buyers, unsubscribed users, and excluded segments stay out.
- Link test: every URL, coupon, branded short link, and UTM-free internal destination resolves.
- Revenue test: orders tie back to delivered messages, not only sent messages.
FAQ
How many SMS automations should a brand launch first?
Most brands should launch 3 to 6 SMS automations first: welcome, cart save, post-purchase, replenishment, win-back, and a service or appointment reminder if relevant. More flows can wait until the first month of delivery, click, opt-out, and conversion data shows where the list actually responds.
Should every email flow have an SMS version?
No. SMS is shorter, more interruptive, and more expensive per touch than email. We usually convert only the moments where speed or urgency matters. A long education sequence often stays in email, while cart, replenishment, appointment, and local promo moments get a concise text version with frequency caps.
Can you report SMS revenue without overstating it?
Yes. We separate sent, delivered, clicked, converted, and revenue-attributed messages so the team can see where performance came from. Attribution windows differ by platform, so we also watch blended revenue, repeat purchase rate, and opt-out rate. A flashy revenue number is less useful than a repeatable send model.
When should we add advanced flows like back-in-stock or price-drop?
Add them once the core flows have a month of clean delivery, click, and opt-out data and your catalog or subscription data is wired in. Back-in-stock and price-drop depend on accurate inventory and product events, so the integration has to be solid first. We launch them opt-in and capped, then watch opt-out rate per flow before widening the audience.