Automatic follow-ups

A follow-up is a marketing email your shop sends on its own about something a customer left behind. There are two. The saved bag reminder goes to someone who asked you to keep their bag and has not ordered since. The back-in-stock message goes to someone who asked to be told when a sold-out item returns, once, when it is in stock again. Both are off for every shop until the owner or an admin turns them on.

Marketing email needs the customer's agreement. A follow-up goes only to a customer who ticked the marketing box at checkout or confirmed your newsletter form, and that agreement is checked again at the moment each message would go out, not when it was planned. Someone who unsubscribes, who stopped all email from your shop, or whose address has bounced or been reported as spam is never sent another one. Every message has an unsubscribe link, the same link in the mail program's own unsubscribe button, and says who it is from and why they are getting it.

• A saved bag has a phone number and no email address. The reminder can go only to a customer whose phone number matches a customer record with an email, which means someone who has ordered from you before. A first-time shopper who saved a bag with only a number has nobody to email, and the log says so.
• Kyloth can see a bag only when a shopper chooses to save it. A basket that was filled and silently closed in the browser is invisible to the server, so there is nothing to follow up. Saved bags are the whole of abandoned carts here.
• Turning a rule on never reaches back. Only bags saved and requests made after you switch it on are followed up, so switching it on does not email anyone about last month.
• A message is skipped, and the log says why, if the customer ordered since, if an item in the bag is no longer in stock, if you already marked the bag as contacted, or if the bag was saved again since the message was planned.

1. Open Settings and select Follow-ups. The owner or an admin can change these; staff can read them.
2. For each rule, set how long to wait after the bag was saved or the request was made, and for the saved bag reminder how many reminders one customer may get at most. Between two reminders the same wait applies again.
3. Set quiet hours and a weekly limit. Times are India time. Nothing is sent inside quiet hours, and a message that falls due then waits until they end. The weekly limit counts every kind together and holds for any seven days, not for the calendar week.
4. Select Preview on a rule to see the exact message with sample data. Preview sends nothing, and there is no way to send a follow-up by hand from this page.
5. Switch the rule on and choose Save follow-ups.

• Sent means we handed it to the mail provider. Whether it reached an inbox or the spam folder is not something anybody can see from here.
• May have been sent means the provider did not confirm either way. Kyloth never sends these again by itself.
• Not sent shows the reason beside it: no marketing consent on record, they unsubscribed, no email address, they ordered since, an item is out of stock, the weekly limit, quiet hours, or that email is not set up on this Kyloth.
• If this Kyloth has no email account configured, nothing is sent and the log says so. If it is running a test sender, the page says that nothing it records as sent reached anyone.