# Automations

> Under Automations you build workflows that send the right email at the right time on their own: they welcome new subscribers, wish people a happy birthday, or win back readers who have gone quiet.

Under **Automations** you build workflows that send the right email at the right time on their own: they welcome new subscribers, wish people a happy birthday, or win back readers who have gone quiet. You set it up once, and Echo takes every subscriber through it.

## The automation list

Open **Automations** in the left menu. There are two tabs:

- **Workflows:** active and paused workflows.
- **Drafts:** workflows you haven't activated yet, or that need fixing. The card also tells you why it is here: **Not activated yet**, **… steps to complete**, or **A group, segment or field it uses was deleted**.

The number in brackets next to each tab is the count. Use **Search by name** to filter by name.

![The Automations page on the Workflows tab](https://docs.uptools.io/_astro/06-automations-list.BtUN-K7s_Z1i5O04.webp)

Each card shows the workflow's name, its status (**Active**, **Paused** or **Draft**), its trigger, the number of emails, and three numbers: how many subscribers **Started**, how many are still **In progress**, and how many **Completed**. The card's buttons:

| Button | What it does |
|---|---|
| **View report** (**Overview** on a draft) | Opens the workflow's report. |
| **Edit workflow** | Opens the canvas. Clicking the name does the same. |
| **Activate** | Starts the workflow for new subscribers. To let existing subscribers in too, activate it from the canvas (see below). |
| **Pause** | Stops an active workflow. |

![The menu of the Visszacsábító sorozat card](https://docs.uptools.io/_astro/06-automations-card-menu.DY7srKqu_Z1MRuFS.webp)

> **Good to know**
>
> - The three-dot menu at the end of the card holds **Preview**, **Rename**, **Duplicate** and **Delete**, and on an active workflow also **Add subscribers**.
> - **Duplicate** makes a paused copy, so you can change it before it starts.
> - You can't delete an active workflow: pause it first. Deleting removes the workflow, its reports and its emails for good.
>
> ![The Drafts tab with two workflows not activated yet](https://docs.uptools.io/_astro/06-automations-drafts.BlUvyITt_ZoIHRw.webp)

## How to create an automation

1. Click **New automation** in the top right corner.
2. Choose where to start:
   - **Start from scratch:** an empty workflow. You add the trigger and the steps.
   - **Use template:** a ready-made outline for a common job, such as **Advanced welcome email**, a birthday greeting or winning back inactive subscribers. Use the tabs above to filter by category.

   ![The New automation page: Start from scratch and the templates](https://docs.uptools.io/_astro/06-automations-new.u4uW45co_vw3Up.webp)

3. To look at a template first, click **Preview**. The window shows the flow on the left and the list of steps on the right.

   ![A template preview with its flow and steps](https://docs.uptools.io/_astro/06-automations-template-preview.Cl5Q3LTz_1YwQaX.webp)

4. Enter a name in **Workflow name** and click **Create**.

Echo creates the workflow as a draft and opens the canvas. Nothing is sent to anyone until you activate it.

> **Good to know**
>
> - You can change every step of a template on the canvas. You still need to design the template's emails before you activate it.
> - On a group or segment page, **Create automation** makes a draft that already has that group or segment as its trigger. See [Groups and segments](https://docs.uptools.io/echo/user-guide/groups-segments/).

## The canvas

The canvas is the workflow editor. Read it from top to bottom: the trigger at the top, the steps below it in order, and **Exit flow** where a subscriber's path ends.

![The canvas with a draft: trigger, email, delay and a condition with two branches](https://docs.uptools.io/_astro/06-automations-editor.CAci4Bre_Z28g9Ig.webp)

- **Top bar:** the workflow's name and status, and the **Rename**, **Test** and **Activate** buttons (**Pause** on an active workflow). It also shows when your changes are saved (**● Saved**). There is no save button: the canvas saves every change on its own.
- **Left sidebar:** the **Activity hub** shows what is left to do (**To complete**), the subscriber numbers and the email results. The **Add step** tab lists the step types, and the **Settings** tab holds re-entry.
- **Canvas:** click a step to open its settings panel on the right. Use the **+** buttons between steps to insert a new step. In the bottom right corner you can zoom in and out, and **Fit to screen** shows the whole flow at once.

Every step has a three-dot menu in its top right corner: **Copy**, **Cut** and **Delete**. After copying or cutting, click one of the **Drag a step here** spots on the canvas to put the step down. The trigger's menu has **Replace** and **Delete**.

> **Good to know**
>
> - A green check means the step is complete. The **To complete** list in the **Activity hub** lists the incomplete steps, and one click takes you there.
> - A workflow can have up to 200 steps.
> - You can't edit an active workflow: the canvas is read-only and shows **This workflow is active. Pause it to make changes.**

## How to choose a trigger

The trigger decides who enters the workflow and when.

1. In an empty workflow, click **Choose a trigger** at the top of the canvas. If there is a trigger already, use **+ Add trigger** next to it to add another one.
2. Choose the trigger type.

   ![The Choose a trigger window with the six trigger types](https://docs.uptools.io/_astro/06-automations-trigger-picker.Dw_m7N38_ZoChnr.webp)

3. Fill in the details in the panel on the right, for example the group.

   ![The Joins a group trigger panel](https://docs.uptools.io/_astro/06-automations-trigger-panel.CeSy4-f3_2dp2jx.webp)

| Trigger | When someone enters | What you set |
|---|---|---|
| **Joins a group** | When they are added to one of the chosen groups. | **Groups**, and if needed **Exclude subscribers in these groups**. |
| **Clicks a link** | When they click exactly this link in an email you sent. | **Link URL**. You can also pick from **Links you have sent**. |
| **Updated field** | When a field changes to a value that matches the rule. | **Field**, **Rule** (such as **Is equal**, **Contains**, **Is set**) and **Value**. |
| **Event anniversary** | Every year on the day in a date field, or the number of days before or after it that you set. For example a birthday. | **Date field**, **When**, **Days**, **Time (account time zone)**, and **Groups** to narrow it down. |
| **Exact date** | Once, on the day in the date field, or the number of days before it that you set. For example when a subscription ends. | The same as **Event anniversary**. |
| **Joins a segment** | When they come into the chosen segment. | **Segment**. |

> **Good to know**
>
> - A workflow can have up to three triggers, and at most one of them can be **Joins a segment**. Any one trigger is enough to enter.
> - When someone leaves all of the trigger groups, a path that started with **Joins a group** ends.
> - Echo checks the segment every 5 minutes. People who are already in it when the workflow is activated or resumed don't enter, only those who join later. When someone leaves the segment, their path ends.
> - Echo checks dates once a day. A date you set after that day's check is missed for that day.

## How to add a step

1. Click the **+** on the canvas where you want the step.
2. Choose the step type. Only the types that fit there are listed.

   ![The Add step window with the step types](https://docs.uptools.io/_astro/06-automations-step-picker.DKp0g1Uh_Z10I2nK.webp)

3. Fill in the step's settings in the panel on the right.

Another way: on the **Add step** tab of the left sidebar, click a type, then click one of the **Drag a step here** spots on the canvas.

| Step | What it does |
|---|---|
| **Send email** | Sends an email to the subscriber. |
| **Delay** | Waits for a while, or until a set time. |
| **Condition** | Splits the flow into two branches (**Yes** and **No**) based on the condition. |
| **A/B split testing** | Sends subscribers down two or three paths at random. |
| **Webhook** | Sends a signed request with the subscriber's data to an address you set, for example your webshop. |
| **Send internal notification** | Sends a plain text email to members of your team, for example about a new lead. |
| **Update custom field** | Writes a value into one of the subscriber's fields. Left empty, it clears the field. |
| **Copy to groups** | Adds the subscriber to the chosen groups. |
| **Move to groups** | Adds them to the chosen groups and removes them from the workflow's trigger groups. |
| **Remove from groups** | Removes them from the chosen groups. |
| **Unsubscribe** | Unsubscribes the subscriber. Later email steps are skipped, other steps still run, and their paths in other workflows end. |
| **Move to step** | Continues at another step of the flow. A jump back to an earlier step needs a delay on the way. |

![The Add step tab in the left sidebar](https://docs.uptools.io/_astro/06-automations-add-step.rFrhTOiI_Z1tA9r8.webp)

> **Good to know**
>
> - The paths of an A/B split can hold only **Send email** and **Delay** steps, and a webhook can't come after an A/B split.
> - **Move to step** can only go at the end of a branch, so it isn't offered everywhere.
> - **Send internal notification** goes to up to 5 recipients, and only to verified members of your team. An account can send up to 1,000 notification emails a day.
> - The webhook signing key is under **Integrations** on the **Webhooks** page. See [Integrations](https://docs.uptools.io/echo/user-guide/integrations/).

## How to set up an email step

1. Click the **Send email** step on the canvas.
2. Fill in **Subject**. The **Preheader** is the short text shown next to the subject in the inbox.
3. Change **Sender name**, **Sender email** and **Reply-to email** if needed. Empty fields use your Default settings.
4. Choose the email's **Language**, and decide whether you want **Track opens** and **Google Analytics (UTM tags)**.
5. Click **Design email**.

![The Send email panel with the Design email button](https://docs.uptools.io/_astro/06-automations-email-panel.tcYzKU1b_Z28Vgfd.webp)

> **Good to know**
>
> - You can put a field tag such as `{$name}` in the subject, so everyone sees their own name.
> - If the sender address's domain isn't verified, Echo warns you. You can save it anyway, but the email can only be sent from a verified domain. **Manage domains** takes you to your domains. See the [Settings](https://docs.uptools.io/echo/user-guide/settings/) chapter.

## How to design a workflow email

You design workflow emails with the same editors as campaigns.

1. In the email step's panel, click **Design email**. If the email already has content, the button says **Edit email** and opens the editor straight away.
2. Choose where to start:
   - **Start from scratch:** the **Drag & drop editor**, the **Simple editor** or the **Custom HTML editor**.
   - **Template gallery:** ready-made templates and your own templates.
   - **Recent emails:** the content of an earlier campaign or workflow email.
3. Edit the email, then click **Done editing**.

![The Design email page with the three editors](https://docs.uptools.io/_astro/06-automations-email-design.Cu0zGCXe_M59eh.webp)

The [Campaigns](https://docs.uptools.io/echo/user-guide/campaigns/) chapter explains how the editors work. **Back to the workflow** takes you back to the canvas, at the same step.

> **Good to know**
>
> - If the email already has content and you choose a template, an earlier email or another editor, Echo asks first, because the current content is deleted.
> - The emails of an active workflow can only be viewed (**View email**). Pause the workflow to change them.
> - The email needs an unsubscribe link, or the workflow can't be activated.

## How to set up a delay

1. Click the **Delay** step on the canvas.
2. Choose the **Delay type**:
   - **For a period:** enter a number in **Wait**, and pick minutes, hours, days, weeks or months under **Unit**.
   - **Until a set time:** under **Until**, choose what it waits for: **A time of day**, **A day of the week**, **A day of the month**, **A date** or **The date in a field**, then set the **Time**.
3. For days, weeks and months you can tick **Use the subscriber's time zone**. Otherwise the account's time zone is used.

![The Delay panel](https://docs.uptools.io/_astro/06-automations-delay-panel.CnVbiGK9_IwU9X.webp)

> **Good to know**
>
> - With **A date** and **The date in a field**, **If the date has passed** sets what happens when the date is already in the past: the automation stops for the subscriber, the delay is skipped, or the flow continues from a step you choose.
> - If the **Day of the month** doesn't exist in a shorter month (such as the 31st), the last day of the month is used.
> - If you change a delay where subscribers are waiting in a paused workflow, Echo reschedules them. If you don't want that, tick **Apply this change to new subscribers only**.

## How to branch the flow with a condition

1. Click the **Condition** step on the canvas.
2. Choose whether **All** of the rules must match, or **Any**.
3. Add the rules. You can use **Campaigns** (for example opened or clicked a campaign), **Automation workflows**, **Fields**, **Groups** and **Segment membership**.
4. On the canvas, subscribers who match go down the **Yes** branch, everyone else down the **No** branch. You can add steps to both branches.

![The Condition panel with a group membership rule](https://docs.uptools.io/_astro/06-automations-condition-panel.CxWWfWh5_M2SGa.webp)

> **Good to know**
>
> - A condition can have up to 5 rules.
> - Echo checks the condition when the subscriber gets there. If there is a delay before it, the data at the end of the wait counts.

## How to test two or three versions with an A/B split

1. Insert an **A/B split testing** step and give it a name in **Name**.
2. Use the slider to set what percentage goes down path A. The rest goes down path B. **Add path C** opens a third path.
3. Put an email on each path, with a delay if you like.
4. After activating, **View report** shows how many subscribers took each path and how the emails performed.
5. When you know which one works better, open the A/B split step and click, for example, **Choose path A as the winner**.

Once a winner is chosen, every new subscriber takes that path. This can't be undone.

## Re-entry: how often can someone enter?

By default everyone goes through a workflow once. If you want the same subscriber to be able to enter again later (for example each time they join a group again):

1. Open the **Settings** tab in the left sidebar.
2. Tick **Allow subscribers re-enter automation**.
3. Choose whether they can enter again **Immediately** or **After a delay**. For a delay, enter in **Hours** how long must pass since their last entry (between 24 and 8760).

![The Settings tab with re-entry](https://docs.uptools.io/_astro/06-automations-settings.DWqTwB6I_kaLxY.webp)

The rules:

| Situation | What happens |
|---|---|
| The subscriber is in the workflow right now | They can't enter again until they finish or leave. |
| **Joins a group**, **Clicks a link** or **Joins a segment** trigger, re-entry off | They enter only once, even if they set off the trigger again. |
| The same triggers, re-entry on | They can enter again, at the earliest 24 hours (or the hours you set) after their last entry. |
| **Updated field**, **Event anniversary** or **Exact date** trigger | Starts again each time, whatever the setting says, but at most once in 24 hours. |

## How to test the workflow

Before activating, you can send the workflow's emails to yourself.

1. Click **Test** in the canvas top bar.
2. Enter the addresses in **Send to**, one per line. You can enter up to 5.
3. Click **Send test**.

![The Test the workflow window](https://docs.uptools.io/_astro/06-automations-test.DKYjPhca_Z2hrEl6.webp)

Every email of the workflow is sent at once, without the delays. The test needs at least one **Send email** step. If something is missing, the window lists it, and **Go to step** takes you there.

## How to activate the workflow

1. Click **Activate** in the canvas top bar.
2. Choose who enters:
   - **New subscribers only:** only those who set off the trigger from now on.
   - The two **Existing subscribers** options: people who are already in the trigger group or segment enter too, from the start of the workflow or from a step you choose (**Step**). These are only available with the **Joins a group** and **Joins a segment** triggers.
3. Click **Activate**.

![The Activate the workflow window](https://docs.uptools.io/_astro/06-automations-activate.Dw8PhG1b_Zwugop.webp)

When you activate, Echo checks the workflow. If something is missing, the **Fix these first:** list shows it, for example **Design the email.**, **Add an unsubscribe link to the email.**, **Verify the sender's domain.** or **Add your company details in Default settings.** **Go to step** takes you there.

> **Good to know**
>
> - The **Activate** button on a list card always uses **New subscribers only**.
> - After activation the canvas is read-only. Pause the workflow to change it.

## Pausing: what happens to people already inside?

Click **Pause** in the canvas top bar or on the list card. The workflow stops at once and can be edited.

![An active workflow on the canvas: each delay shows how many subscribers are waiting](https://docs.uptools.io/_astro/06-automations-active-editor.B9HnmV6p_ZwaGPg.webp)

| Question | Answer |
|---|---|
| What happens to people already inside? | They stay at their step. On the canvas each delay shows how many are waiting (for example **21 waiting**). |
| Are emails already queued sent? | No. Nothing is sent during the pause. After you resume, the queued emails go out. |
| Do new subscribers enter during the pause? | No. Anyone who sets off the trigger during the pause is left out, even if they joined the trigger segment meanwhile. |
| How long can it stay paused? | If a workflow is paused for more than 7 days, the paths of the subscribers still inside end, and they show up in the report's **Failed** list with the reason **The workflow was paused for more than 7 days**. |
| How do I resume? | Click **Activate**. People inside continue where they stopped. |

**If you edit while it is paused**

- If you delete a step where subscribers are waiting, Echo tells you how many of them will leave the workflow.
- When you delete an email step, you can choose **Remove (can be restored from History)** or **Permanently delete (its reports are deleted too)**.
- If you add a new step at the end of the workflow, subscribers who had already finished are brought back automatically to get the new step. The **History** tab shows this too.
- For changing a delay, see [How to set up a delay](#how-to-set-up-a-delay).

## How to add subscribers by hand

You can put subscribers into an active workflow without the trigger, for example if someone was missed.

1. On the list card, open the three-dot menu and choose **Add subscribers**.
2. Choose whether you add **Subscribers** one by one (find them in **Search subscribers**) or **A group**.
3. Under **Start at**, choose where they start: **The start of the workflow** or a step.
4. Click **Add**.

![The Add subscribers window](https://docs.uptools.io/_astro/06-automations-add-subscribers.DqIoFuic_R2PSc.webp)

Added subscribers skip the trigger but not the conditions. People already in the workflow, or who entered it in the last 24 hours, are skipped. Only active subscribers can be added.

## How to read the workflow report

Click **View report** on the card. The report has three tabs.

**Overview**

The **Subscribers** row shows all-time numbers: **Started**, **In progress**, **Completed**, **Canceled** and **Failed**. Below it, the **Workflow emails** table shows for each email how many were sent, how many people opened and clicked, and how many unsubscribed, in the period chosen in the top right corner. With an A/B split, a separate table shows how many subscribers took each path and which one is the winner.

![The Overview tab of the report](https://docs.uptools.io/_astro/06-automations-report-overview.D2XrRNPk_Z29JFDQ.webp)

**Activity**

Here you see where each subscriber is. The **Completed**, **In progress**, **Canceled** and **Failed** tabs each give a list. **Step** shows the step they are at or were at, and **Next step** shows when they move on. For canceled and failed rows, **Reason** tells you why their path ended, for example **Left the trigger groups** or **Joined a group the workflow excludes**.

The menu at the end of a row lets you act on one subscriber:

| Action | Where | What it does |
|---|---|---|
| **Skip delay** | In progress, at a delay | Moves on to the next step right away. |
| **Cancel** | In progress | Takes the subscriber out of the workflow. |
| **Continue** | Canceled, Failed | Continues from where they stopped. |
| **Re-add to the sequence** | Completed | Goes through the workflow again from the start. |

![The Activity tab with the In progress list and a row's menu](https://docs.uptools.io/_astro/06-automations-report-activity.0TEhTFTw_ZLDIvq.webp)

Use **Export CSV** or **Export CSV for Excel** to download the list, if you have the export permission.

**History**

Every change, activation and pause shows up here, with who did it and when. The **Current version** label marks the entry that matches the workflow as it is now. **Preview** shows the workflow as it was then, and **Restore** takes you back to it. You can only restore a paused or draft workflow. The emails keep their current content.

![The History tab](https://docs.uptools.io/_astro/06-automations-report-history.CMoEljHE_Z1nznid.webp)

**The report of one email**

In the table on the **Overview** tab, click **View report** next to an email to open its own report. It works like a campaign report, with the **Overview**, **View email**, **Link activity**, **Sent emails** and **Location data** tabs. The [Reports](https://docs.uptools.io/echo/user-guide/reports/) chapter explains them in detail.

![The report of a workflow email](https://docs.uptools.io/_astro/06-automations-email-report.T6sLPFGG_1E0AyG.webp)

> **Good to know**
>
> - The **Activity hub** on the canvas shows the same numbers in short and refreshes on its own. Click **Refresh** to update it right away.
> - On the **History** tab, edits by the same person within 10 minutes show as one entry.

## FAQ

**I activated the workflow, but my existing subscribers didn't get the first email. Why?**
You probably activated it with **New subscribers only**. Pause it, then activate it again from the canvas with one of the **Existing subscribers** options, or add them by hand with **Add subscribers**. This works only with group and segment triggers.

**I made a typo in an email of an active workflow. How do I fix it?**
Pause the workflow, fix the email, then click **Activate**. People inside wait at their step during the pause and continue from there. Don't leave it paused for more than 7 days, or their paths end.

**Someone unsubscribed. Will they still get emails from the workflow?**
No. When someone unsubscribes or their email bounces, their path ends in every workflow. You see them in the report's **Canceled** list with the reason **The subscriber is no longer active**.

**Why is my workflow on the Drafts tab when I already activated it once?**
If a group, segment or field it uses was deleted, or a step needs completing, the workflow moves to **Drafts**. The card shows the reason, and the **To complete** list on the canvas shows what to fix.

**Can I try it live before I start it for everyone?**
Yes. **Test** sends you every email without the delays. To see it live, activate it with **New subscribers only** and add yourself with **Add subscribers**.