Introduction
Customize your post-purchase experiences and build customer loyalty with Loyoly's new feature. From the first purchase to becoming a true ambassador, create smart journeys that drive engagement and encourage repeat purchases.
Why use automations?
Automations let you create custom customer journeys, giving each person an experience that really suits them. They also directly help improve customer loyalty.
1.More personalization
Each interaction is tailored to your customers’ preferences and behavior: purchase history, VIP level, engagement with missions, or social media activity.
2.More engagement
Automations help you engage your communities all year long with targeted actions:
Rewards for loyalty
Exclusive offers for specific segments
Double points activities
3.More business
By combining personalization and engagement, automations have a direct impact on your performance:
Increased repeat purchases through post-purchase vouchers or loyalty points
Higher average order value with targeted rewards on specific products or multiple orders
Stronger customer retention, reducing churn and maximizing customer lifetime value (CLV)
Create your first automation in 3 simple steps
Step 1: Choose a trigger
Select the event that will start your automation. Currently, available triggers are:
Order placed
Mission completed
Referral completed by the referrer
Step 2: Add filters
Refine your automation by adding specific criteria to target your customers, for example:
Cart value
Total number of purchases
Customer VIP level
Purchase of a specific product
Step 3: Define the action to execute
Choose the action that will be applied automatically to your customers based on the defined conditions, for example:
Award extra points
Add the customer to a targeted list
Offer a specific reward
Analyze your automations with the Explorer
Once your automation is live, Explorer mode lets you track its performance directly on the flow, without leaving the editor.
In the automation editor, use the Explorer / Edit toggle. In Explorer mode, your scenario becomes read-only and shows performance data:
An Overview block with global data: how many customers entered the flow, how many are currently in the flow, and how many completed it.
Per-step analytics: how many customers went through each step of the scenario.
The percentage of customers waiting on delay steps.
💡 Since Explorer mode is read-only, you can review performance without any risk of changing your scenario by accident. Switch back to Edit mode to resume editing.
Reading the three Overview figures
Each one answers a different question, and they only become useful when read together.
Entered — how many customers your trigger brought into the flow. A very low number says nothing about the quality of your scenario: it says your trigger or your filters are too restrictive.
Currently in the flow — the customers who are still on their way through. On a scenario that includes delay steps, it is normal for some of your customers to sit there at any given time.
Completed — those who made it all the way through.
Many customers entered and few completed means your journey is not reaching its end. The Overview flags it; the per-step analytics tell you where.
Spotting the step that stalls
Work down your scenario, from the trigger to the last action, reading the number of customers shown on each step. The step where that number drops sharply compared with the previous one is the step costing you customers.
Be careful not to confuse two situations that look alike at first glance:
Customers waiting on a delay step are not lost: they will resume their journey once the delay is over. That is what the percentage of customers waiting is telling you.
Customers who disappear between two steps without waiting anywhere, on the other hand, are not coming back.
💡 A worked example:
Your post-purchase scenario shows 800 customers entered and only 120 completed. From the Overview alone, the journey looks broken. You switch to Explorer and read the steps: the drop sits on the 14-day delay step, where 65% of customers are waiting. So the scenario is not broken — it is simply slow, and those customers will reach the end on their own. The real question becomes: do 14 days of waiting serve your goal?
What to do with what you see
Many customers are sitting on a delay step — shorten that delay if your message needs to land sooner. See Automation Controllers.
An action is not producing the expected effect — rather than replacing it blindly, run two versions side by side and compare them in the Explorer. See Automation A/B Test.
Very few customers enter the flow — review the trigger and the filters from step 2: the problem is at the entrance, not inside the scenario.
The journey reaches its end — this is the moment to roll it out more widely, or to build a second one on the same model.
💡 You can also compare several variants of the same scenario and track their results in the Explorer: see the Automation A/B Test guide.
Shopify product or collection deleted: impact on your automations
⚠️ Available for Shopify merchants only.
An automation can be set up to grant a reward or trigger an action based on the purchase of a specific Shopify product or collection. If that product or collection is removed from your store, Loyoly automatically detects the issue.
In the Loyoly BO, on the automation list:
A clear warning is displayed on the affected automation, indicating which product or collection no longer exists in Shopify,
You are prompted to update the automation (reference another product / collection) or to deactivate it.
Automation behavior depending on how many products or collections are referenced:
If all the referenced products / collections have been removed from Shopify → the automation is automatically deactivated. Triggers no longer fire, preventing unintended behavior in production.
If at least one product / collection is still valid → the automation remains active and keeps running on the products that are still available. The BO warning stays visible so you can fix the broken reference without urgency.
💡 Best practice: regularly review your list of active automations when running catalog operations (revamps, seasonal unpublications) to quickly catch any broken references, even when the automation keeps running thanks to another product.
💡To learn more about setting up automations, use our guide.