You've set up an email automation, but your existing customers aren't included? In this article, you'll learn how to manually add existing customers to an active automation, either in bulk or individually from a customer's detail page.
- Why aren't existing customers included automatically?
- Add multiple customers at once
- Add a single customer from their detail page
- What happens after adding customers?
- FAQ
Why aren't existing customers included automatically?
Email automations only start for customers who match the trigger after the automation has been activated. Customers who already bought or subscribed before that point aren't included automatically. However, you can add them manually.
Add multiple customers at once
- Go to Emails > Automations and open the automation you want to add customers to.
- Switch to the Add customers tab. You'll see a list of all confirmed subscribers who match the automation's trigger and aren't already enrolled.
- Use the checkboxes to select which customers you want to add. By default, all are pre-selected.
- Click Enroll X customers.
- Confirm the action in the confirmation dialog.
A maximum of 20 matching customers are shown at a time. If there are more, add the ones shown first, then reload the page to see the next batch.
Add a single customer from their detail page
You can also add individual customers directly from their detail page:
- Go to Customers and open the customer you want to add.
- If the customer matches the trigger of an active automation but isn't enrolled yet, you'll see the Add to automation section. It lists all matching automations.
- Click Enroll next to the automation you want to add the customer to.
What happens after adding customers?
Customers that are added manually start the automation immediately. The current time is used as the activation time, not their original purchase or sign-up date. The first email will be scheduled based on the configured delay starting from now.
If you've defined exit conditions for the automation (e.g. "Remove recipients if they buy a specific product"), customers who already meet that condition are automatically removed again. You'll see a message indicating how many customers were affected.
FAQ
Why don't I see any customers in the "Add customers" tab?
There are no confirmed subscribers who match the trigger and aren't already enrolled. If some customers haven't confirmed their opt-in yet, you'll see a note showing how many that applies to.
Can I add customers to an inactive automation?
No. The automation must be active before you can add customers. Activate the automation first.
Can customers receive the same automation twice?
No. Each customer can only be added to an automation once. If a customer is already enrolled, they are skipped.
What happens if a customer meets an exit condition?
Customers who already meet an exit condition when added (e.g. they've already bought a specific product) are automatically removed again. After adding, you'll see a message showing how many customers were affected.
