How do I get reminded automatically when a customer is stuck on a step?
Turn on the "Stage reminders" automation to get one email a day, per customer, as their step falls due, then again if it goes overdue, then every two weeks and later monthly if they're still stuck there.
Stage reminders are a built-in, fixed cadence for nudging a stalled customer: nothing to tune beyond turning it on, because the timing itself isn't something you set.
What it does
Once turned on, it checks once a day and sends at most one email per customer, on this ladder:
- As their current step's due date approaches, and again on the day it's due.
- Once it goes overdue.
- Every two weeks after that, for as long as they stay stuck on the same step.
- Then every month, for customers who have been stuck for a very long time.
Only one reminder goes out per customer per day even if more than one of those would otherwise match, and a customer who moves to a new step starts the ladder over from the top rather than carrying the old countdown with them.
Turn it on
- Open Team management, then Setup, then the Automations tab.
- Click New automation.
- Pick "Stage reminders" as the trigger.
- Set the action to Send email. This is the only channel this trigger supports, since it relies on your customers' unsubscribe and bounce history, which only the email path checks.
- Write the subject and message, save, and make sure the rule is turned on.
Where you'll see it
Stage reminders live inside the general Automations tab as one rule among others, not as a separate settings screen. See How do I send an automatic text, email or task when something happens? for how a rule is put together and how to turn one off again.
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More in Team management: setting it up
The other guides people read alongside this one.
- How do I turn on Team management, and what does it actually add?
Team management adds a shared workspace for your staff: tasks, time tracking, schedules and a queue of work to hand out. Whether it's on for your account depends on your plan.
- What's the difference between a "pipeline" and the "customer journey"?
A pipeline is the general idea of stages a contact moves through. The customer journey is one specific, ready-made pipeline that also creates tasks automatically and marks when a lead becomes a customer.
- How do I set up a pipeline for how my customers move through my business?
Create a pipeline, add the stages your work actually goes through, and give each stage a task template so your team knows what to do when a contact reaches it.
- How do I set up the ready-made customer journey?
Install the standard journey with one click, or have it drafted around your own business first. Either way you see exactly how many customers and tasks it creates before you confirm.
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