Answers to the most common questions about automated campaigns, now called Journeys, and email marketing in Cents Accelerate.
Use this if you're planning your first automated campaign or troubleshooting how your emails and texts are delivered.
What kinds of campaigns work best?
Popular campaigns include special offers, review requests, and win-back messages for customers who haven't been in for a while. You can also promote loyalty programs, referrals, and seasonal discounts. Start from the built-in templates under Marketing > Journeys (like [TEMPLATE] No Order in Last 30 Days) and Marketing > Email Templates > Recommended Email Templates.
Can I add links to my emails?
Yes. Add a clear call to action in every message, like booking a pickup, using a promo code, or referring a friend. Links to your Google reviews, promo codes, or website can help drive new business.
Can customers reply to my emails and texts?
Email: replies go to the email set in Contact Center > Escalation Settings > Email. If that's empty, replies go to your Business Manager login email (Admin > Account Details).
Texts: replies show in Contact Center > Messages, with all your other messages.
Will Cents customize my email templates?
We don't build custom templates, but we offer recommended templates designed by our marketing team. Copy one and edit it to match your brand under Marketing > Email Templates.
How do I send to a specific set of customers?
Create a customer group under My Stores > Customers > Groups > + New Group. Then choose that group as the audience in a Blast, or use Restrict to a specific audience in a Journey.
Can I send an automatic email to new customers?
Yes. Create a Journey with the trigger A customer is created, add your email step, then save and activate it.
What email address do my campaigns come from?
By default, [email protected], using your business name from Business Manager. To send from your own domain (for example, for stores with different branding), add one under Marketing > Custom Domains.
Why use a separate domain for email marketing?
A separate sending domain protects your main email from being flagged as spam. If marketing emails ever hurt deliverability, your everyday business emails still get through.
Why are my test emails going to junk or spam?
Early sends often land in spam. This improves as you send more emails over several days.
Start your first campaigns with around 100 customers, and stagger start dates if you can.
Watch the open rate on each campaign. If it's under 10% on more than 100 emails, let our Support team know.
Troubleshooting
Can't find "After an event" or the Campaigns tab?
Automated campaigns are now Journeys under Marketing > Journeys. The event is the Journey's trigger.
Existing customers didn't get the Journey?
Journeys only enroll customers from the time you activate them. Use a Blast to reach existing customers.
A customer shows "In Progress" in a Journey's Activity?
They haven't finished all the steps yet. It doesn't mean they opted out.
Customers unsubscribed from email but still get texts?
Email and SMS opt-outs are separate.
Replies to your emails aren't reaching you?
Check the email under Contact Center > Escalation Settings, or the reply-to address on your custom sending domain.
Need assistance?
Feel free to text our Cents Support team at 888-302-8809.