Automation Event Triggers and Workflow Steps Explained
Automations in Oncord let you respond to customer activity without manual follow-up. Each automation starts with an event trigger and then
runs through one or more workflow steps.
This guide explains how automation event triggers work and outlines the available workflow steps, so you can build clear, predictable
automations that match your business processes.
Automation Event Triggers
An automation event trigger defines what causes an automation to start . Every automation must have one trigger, and it
always runs first.
To set up Automation Event Triggers:
Go to Dashboard > Marketing > Automation.
Click New Automation at the top of the page.
In the Automation Trigger section, click Select an event .
This opens the list of available event triggers. When you select an event:
The automation will run when that event occurs.
Additional settings may appear, depending on the trigger.
Below are the event triggers available on the Oncord Business plan. Select any trigger to view its details:
Cart - When a cart is abandoned
This trigger runs when a visitor adds items to a cart but does not complete checkout within a set period of time.
Once the cart meets the abandonment conditions, the automation starts and continues through the configured workflow steps.
Use Case
Send a reminder email after a customer leaves items in their cart.
Apply a follow-up action for high-value carts.
Notify a sales or support team about incomplete checkouts.
This trigger is typically used with email, SMS, or internal notification steps.
Additional Options
Trigger After Number of Days
Defines how long a cart must remain inactive before it is considered abandoned.
The automation will only start after the specified number of days has passed.
This helps avoid triggering workflows for users who return shortly after leaving the checkout.
For example, setting this to 1 day means the automation will run only if the cart is still unpaid after one full day.
Sales - When a sale is made
This trigger runs when a sale is created in Oncord. A sale is recorded when a checkout is completed, regardless of whether the payment is
paid or unpaid, depending on your settings.
It’s commonly used to start post-purchase workflows, internal notifications, or follow-up actions linked to sales activity.
Use Case
Send an order confirmation or follow-up email.
Add contacts to a post-purchase group or workflow.
Notify staff when a sale meets certain criteria.
Trigger actions based on product type, order value, or payment status.
This trigger is often used with email, contact updates, group changes, or internal alerts.
Additional Options
For a sale with these attributes
These options let you control which sales will trigger the automation. The automation will only run if all selected conditions are
met.
Contains products
Any Product
From Specific Brands
From Specific Categories
Specific Products
Product Name Search
Has payment status
Dollar value of selected products
Any Amount
At Least
Exactly
Less Than
These filters allow you to target specific sales scenarios without creating multiple automations.
Sales - When a sale has been unpaid for a number of days
This trigger runs when a sale remains unpaid for a defined number of days. It’s evaluated continuously and will start the automation as soon
as the unpaid duration reaches the specified threshold.
This trigger is useful for managing overdue payments without manual follow-up.
Use Case
Send payment reminder emails after a set number of days.
Notify staff about overdue invoices.
Apply late-stage follow-up workflows for long-unpaid sales.
Update contact records or move contacts into an overdue group.
This trigger is commonly used with reminder emails, internal notifications, or escalation workflows.
Additional Options
Trigger for sales that have been unpaid for X days
Set the number of days a sale must remain unpaid before the automation runs.
The count starts from when the sale is created.
The automation will only trigger once the specified number of unpaid days has been reached.
For example, setting this to 30 days will trigger the automation for any sale that has remained unpaid for 30 days.
Sales - When a sale is fulfilled
This trigger runs when a sale’s fulfilment status is updated. It starts the automation when the sale reaches one or more selected fulfilment
states.
It’s useful for reacting to operational changes in the order lifecycle, such as shipping, pickup, or return handling.
Use Case
Send shipping or pickup confirmation emails.
Notify customers when an order has been packed or shipped.
Trigger internal alerts for fulfilment changes.
Start post-fulfilment workflows, such as review requests or follow-up messages.
This trigger is commonly used with customer notifications, internal updates, and post-delivery workflows.
Additional Options
When a sale fulfilment is updated to any of the following status Select one or more fulfilment statuses. The
automation will run when a sale is updated to any selected status.
Available statuses include:
Not Picked Up
Picked Up
Unshipped
Printed
Packed
Shipped
Awaiting Return
On Hold
Back Ordered
Not Required
You can select multiple statuses to reuse a single automation across different fulfilment stages.
Sales - When a contact has credit expiring soon
This trigger runs when a contact has store credit that is approaching its expiry date. It allows you to start an automation before
the credit expires, giving the contact time to use it.
The automation runs once the credit reaches the configured number of days before expiry.
Use Case
Send reminder emails before store credit expires.
Notify contacts to return and complete a purchase.
This trigger is commonly used for customer reminders and re-engagement workflows.
Additional Options
Trigger X days before credit expires
Set how many days before the credit expiry date the automation should run.
The automation calculates the trigger date based on the credit expiry period.
The value must be less than or equal to the Credit Expiry Days setting in Commerce Configuration .
For example, if credits expire after 30 days and this is set to 7 days , the automation will run 23
days after the credit is created ,
sending the notification 7 days before expiry.
Contacts - When a contact is created
This trigger runs when a new contact is created in Oncord.
Use Case
Send a welcome or onboarding email.
Add new contacts to a group.
This trigger is commonly used for onboarding and lead management.
Contacts - When a field is changed
This trigger runs when a specific field on a contact record is updated.
You can choose which contact field should trigger the automation, such as email address, name, address details, communication preferences,
or system fields like updated date.
By default, the trigger runs only when an existing contact’s field changes. You can optionally allow new contacts to trigger the automation
as well.
Use Case
Send a confirmation email when a contact updates their email address.
Apply group changes when a contact’s status or type changes.
Start a workflow when a contact opts out of communications or changes preferences.
This trigger is commonly used with email steps, contact updates, and group management etc.
Additional Options
Which field triggers the event
Trigger event on new contacts
Contacts - On or before birthdays
This trigger runs based on a contact’s date of birth. The automation starts on the contact’s birthday or a specified number of days before
it.
This allows you to run birthday-related workflows without manual scheduling or recurring campaigns.
The trigger uses the contact’s Date of Birth field. Contacts without a date of birth will not trigger the automation.
Use Case
Send birthday or pre-birthday emails or messages.
Offer time-based promotions tied to a contact’s birthday.
Add contacts to a temporary birthday group for targeted follow-ups.
Additional Options
Trigger days prior to the birthday
A value of 0 triggers the automation on the birthday itself.
A positive number triggers the automation that many days before the birthday.
This allows you to run workflows in advance, such as sending early offers or reminders.
Send spreadsheet of birthdays to admin
Every day
Every week
Every month
Groups - When someone is added to a group
This trigger runs when a contact is added to a selected group.
The automation will only run for the groups you select in the trigger configuration.
Use Case
Send a welcome or onboarding email when a contact joins a group.
Start a follow-up workflow after a lead is added to a specific group.
This trigger is commonly used with email steps, contact updates, and group management.
Additional Options
Which groups should trigger this event
Groups - When someone is removed from a group
This trigger runs when a contact is removed from a selected group.
The automation will only run for the groups you select.
Use Case
Send a follow-up or exit email when a contact leaves a group.
Move contacts into a different workflow or group.
Update contact records based on lifecycle changes.
Additional Options
Which groups should trigger this event
Analytics - When someone visits a page
This trigger runs when a contact visits a selected page on your website. The automation starts as soon as the page view is recorded.
You can choose which pages should trigger the event. The automation will run only when one of those pages is visited. This allows you to
react to specific content views rather than all site activity.
Page visits are tracked through Oncord analytics. The trigger runs only for identifiable contacts.
Use Case
Start a follow-up workflow when a contact views a key landing page.
Add contacts to groups based on content interest.
Trigger targeted emails after pricing or product page views.
Additional Options
Pages that trigger this event
Forms - When a form is submitted
This trigger runs when a selected form is submitted. The automation starts immediately after the submission is received.
You can choose which forms should trigger the automation. The trigger applies to submissions from website forms.
This allows you to react to specific form activity rather than all form submissions.
Use Case
Send a confirmation or follow-up email after a form is submitted.
Notify staff when a lead or application form is received.
Add contacts to groups based on the form they submitted.
Start onboarding or review workflows tied to specific forms.
This trigger is commonly used with email steps, group updates, contact updates, or internal notifications.
Additional Options
Which forms
Forms - When a form's workflow status is changed
This trigger runs when a submission’s workflow status changes for a selected form. The automation starts as soon as the submission moves
into the chosen workflow step.
Form workflow statuses are typically updated by staff during review processes, such as approving or rejecting a submission. This trigger
allows automations to respond to those decisions without manual follow-up.
The automation will run only for the selected form and workflow status.
Use Case
Send an approval or rejection email when a form is reviewed.
Notify staff when a submission reaches a specific review stage.
Start onboarding workflows after an application is approved.
Apply contact or group updates based on form outcomes.
Additional Options
Which form
When changed to workflow step Pending , Approved , or Rejected .
Workflow Steps
Workflow steps define what happens after an automation is triggered. Each step performs a specific action, such as sending a message,
updating a contact, or waiting before continuing.
You can combine multiple steps to create structured workflows that respond to contact behaviour, sales activity, or internal processes in a
controlled way.
Below are the workflow steps available on the Oncord Business plan. Select any step to view its details.
Tasks - Create a Task from a Saved Task
This workflow step creates a task on a contact record using a predefined saved task .
What is an Oncord Task?
An Oncord Task is a reminder linked to a contact record.
Tasks are typically used to prompt follow-up actions, such as calling a contact, reviewing a submission, or checking in after a sale.
For a full overview of creating and managing tasks, see Setting
Tasks
How it Works?
When this step runs, Oncord creates a new task on the triggered contact using a selected saved task template.
How to Configure This Step
In the workflow step settings:
Select a Saved Task to use.
Select one or more admin contacts.
When the automation reaches this step:
The task is created on the contact record.
The selected administrators receive the task reminder.
Use Cases
Create a follow-up call task after a form submission.
Assign a sales follow-up when a high-value sale is created.
Notify support staff to review an application after approval.
Groups - Add Contact to Groups
This workflow step adds a contact to one or more selected groups when the automation runs.
For more details about creating and managing groups, see Managing
Groups
How to Configure This Step
In the workflow step settings:
Select one or more groups
When the automation reaches this step:
The contact is added to the selected groups.
Use Cases
Add new leads to a Leads group after a form submission.
Add contacts to a VIP or Priority group based on order value.
Groups - Remove Contact from Groups
This workflow step removes a contact from one or more selected groups when the automation runs.
How to Configure This Step
In the workflow step settings:
Select one or more groups
When the automation reaches this step:
The contact is removed from the selected groups.
Use Cases
Remove contacts from a Leads group after conversion.
Move contacts out of onboarding or trial groups.
Update group membership based on form outcomes or sales activity.
Send E-mail to Customer
This workflow step sends an email message to the contact when the automation reaches this step.
It’s one of the most commonly used workflow steps and is typically used for confirmations, follow-ups, onboarding, and notifications.
How to Configure This Step
In the workflow step settings:
Select a pre-created email message , or click Create New Message to create a new one.
Choose Live Mode or Test Mode
Test Mode sends the email only to a specified test address.Live Mode sends the email to the contact when the automation runs.
For more details and examples, see Setup Your First E-mail Automation .
Use Cases
Send a welcome email after a contact is created or added to a group.
Send confirmation emails after form submissions.
Trigger follow-up emails after a sale or checkout.
Send reminder or notification emails based on contact activity or timing.
Send SMS to Customer
This workflow step sends an SMS message to the contact when the automation reaches this step.
How to Configure This Step
In the workflow step settings:
Select a pre-created SMS message , or click Create New SMS to create a new one.
Choose Live Mode or Test Mode
Test Mode sends the SMS only to the specified test number.Live Mode sends the SMS to the contact when the automation runs.
For more details and examples, see How to Upsell with SMS .
Use cases
Notify customers about order updates or pickups.
Send short follow-up messages after form submissions.
Test Conditions
This workflow step checks whether a contact meets one or more conditions before continuing through the workflow.
It’s used to control flow, ensuring that only contacts matching specific criteria proceed to the next step.
How it Works?
When this step runs, Oncord evaluates the configured conditions against the triggered contact.
If the conditions are met, the workflow continues.
If the conditions are not met, the workflow stops at this step.
How to Configure This Step
In the workflow step settings:
Click the condition field to select a condition.
Configure the condition options.
Click the blank space to add another condition.AND .
Click AND to change it to OR if required.
Click the “=” icon on a condition to negate itis not , excluding matching values.
You can add multiple conditions to build simple or complex logic.
Use Cases
Continue only if a contact belongs to a specific group.
Exclude contacts who have already submitted a form.
Target contacts based on page visits or purchase history.
Wait...
This workflow step pauses the automation for a defined period of time before continuing to the next step.
It’s used to control timing, space out messages, or delay actions until a specific day or time.
How it Works?
When this step runs, the automation pauses for the configured duration.
Once the wait period has completed, the workflow continues to the next step based on the selected timing rules.
How to Configure This Step
In the workflow step settings:
Set the wait duration
Use cases
Delay follow-up emails after a form submission.
Wait a set number of days before sending reminders.
Space out multi-step onboarding or nurture workflows.
