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Automated Emails Using Order Filters Documentation

Menu Location: Settings > Content > Automated Emails using Order Filters

Access Level: Administrator and above

Last Updated: 2026-03-01

Overview

The Automated Emails Using Order Filters feature allows you to create rule-based email campaigns that automatically trigger when customers meet specific order-related criteria. This powerful automation tool enables targeted communication based on customer purchasing behavior, order status, and delivery patterns.

Primary Functions:

  • Create automated email rules triggered by order filters
  • Target customers based on specific order characteristics
  • Schedule recurring or one-time email campaigns
  • Monitor email delivery and success rates
  • Track which customers received each automated email
  • Customize email content and timing per rule

Page Layout

Header Section

  • Page Title: "Automated Emails using Order Filters"
  • "Create New Automated Email" Button: Opens form to create new automation rule
  • Search/Filter Bar: Quick search through existing rules

Main Content Area

Table displaying all automation rules with columns:

  • ID: Unique automation rule identifier
  • Name: Descriptive name of the automation
  • Filter Criteria: Summary of order filters that trigger the email
  • Email Template: Which email template is sent
  • Status: Active/Inactive
  • Last Triggered: When this rule last sent emails
  • Total Sent: Count of emails sent by this rule
  • Actions: Edit, Delete, View Log buttons

Action Buttons

  • Edit: Modify automation rule settings
  • Delete: Remove automation rule
  • View Log: See history of emails sent by this rule
  • Activate/Deactivate: Toggle rule on/off

Creating Automated Email Rules

Basic Setup

Required Fields:

  • Rule Name: Internal name for this automation (e.g., "First Order Thank You")
  • Email Template: Select from existing email templates
  • Status: Active or Inactive

Order Filter Configuration

Define the conditions that trigger this automated email:

Order Status Filters:

  • Order Status: Open, Closed, Complete, Cancelled, Shipped
  • Delivery Date Range: Trigger based on when order delivered
  • Order Creation Date: When the order was placed
  • Order Value: Minimum or maximum order total
  • First Order: Trigger only on customer's first order
  • Order Count: Customer has received X number of orders

Customer Filters:

  • Customer Status: Active, Cancelled, Paused
  • Customer Tags: Has specific tag(s)
  • Subscription Type: Box type or size
  • Route: Specific delivery route
  • Account Age: Customer signed up X days/months ago

Product Filters:

  • Contains Product: Order includes specific product(s)
  • Product Category: Order includes items from category
  • Recurring Items: Customer has/doesn't have recurring items

Timing & Frequency

When to Send:

  • Immediately: As soon as filter conditions are met
  • Delay: X hours/days after conditions are met
  • Specific Time: Send at particular time of day
  • Day of Week: Only send on certain days

Frequency Settings:

  • Once Per Customer: Customer receives this email only once ever
  • Once Per Order: Trigger for each qualifying order
  • Daily Limit: Maximum emails to send per day
  • Cooling Period: Wait X days between sends to same customer

Common Use Cases

Use Case 1: First Order Welcome Email

Goal: Send personalized thank you after customer's first delivery

Filter Setup:

  1. Create new automated email rule: "First Order Thank You"
  2. Select template: "Thank You - First Order"
  3. Set filter: "Order Count" = 1
  4. Set filter: "Order Status" = "Completed"
  5. Set timing: 1 day after delivery
  6. Set frequency: "Once Per Customer"
  7. Activate rule

Result: Every customer receives personalized email 1 day after their first delivery

Use Case 2: Win-Back Cancelled Customers

Goal: Re-engage customers who cancelled after 3 or more orders

Filter Setup:

  1. Create rule: "Win-Back - Cancelled After 3+ Orders"
  2. Select template: "We Miss You"
  3. Set filters:
    • Customer Status = "Cancelled"
    • Order Count >= 3
    • Cancellation Date = within last 30 days
  4. Set timing: 7 days after cancellation
  5. Frequency: Once per customer
  6. Activate rule

Result: Former loyal customers receive win-back offer 7 days after cancelling

Use Case 3: Upsell After 5 Orders

Goal: Offer subscription upgrade to engaged customers

Filter Setup:

  1. Create rule: "Upsell - 5 Order Milestone"
  2. Select template: "Upgrade Your Box"
  3. Set filters:
    • Order Count = 5
    • Customer Status = "Active"
    • Order Status = "Complete"
  4. Set timing: 2 days after 5th delivery
  5. Frequency: Once per customer
  6. Activate

Result: Customers receive upgrade offer after their 5th successful delivery

Use Case 4: Product Feedback Request

Goal: Request feedback from customers who received specific product

Filter Setup:

  1. Create rule: "Feedback - Premium Steaks"
  2. Select template: "How Did You Like It?"
  3. Set filters:
    • Order contains product: "Premium Ribeye"
    • Order Status = "Complete"
    • Delivery Date = within last 7 days
  4. Set timing: 5 days after delivery
  5. Frequency: Once per order
  6. Activate

Result: Customers who received ribeye get feedback request 5 days after delivery

Use Case 5: Re-Engagement for Paused Accounts

Goal: Remind paused customers to resume subscription

Filter Setup:

  1. Create rule: "Resume Subscription Reminder"
  2. Select template: "Ready to Resume?"
  3. Set filters:
    • Customer Status = "Paused"
    • Stop Date = 30 days ago
    • Last Order Date = 30+ days ago
  4. Set timing: Immediate
  5. Frequency: Once per month per customer
  6. Activate

Result: Paused customers get monthly reminder to resume

Monitoring & Logs

Viewing Automation Logs

Access Logs:

  1. Click "View Log" button next to automation rule
  2. See complete history of triggered emails

Log Information Displayed:

  • Date/Time email was sent
  • Customer name and email
  • Order ID that triggered the automation
  • Email delivery status
  • Email open status (if tracking enabled)
  • Email click status (if tracking enabled)

Performance Metrics

Track Effectiveness:

  • Total emails sent by this rule
  • Delivery rate
  • Open rate
  • Click-through rate
  • Conversion rate (if integrated with orders)
  • Revenue attributed to this automation

Email Template Integration

Selecting Templates

Available Template Types:

  • Standard email templates from Email Templates page
  • Custom HTML templates
  • Plain text emails

Template Variables:

  • Use shortcodes in templates that are replaced with order/customer data
  • Common variables: {{customer_name}}, {{order_total}}, {{delivery_date}}

Creating Effective Automation Emails

Best Practices:

  • Keep subject lines clear and personalized
  • Include customer name for personalization
  • Reference specific order details when relevant
  • Clear call-to-action
  • Mobile-friendly design
  • Unsubscribe link always included

Filter Combinations & Examples

Example 1: High-Value Customer VIP Treatment

Filters:

  • Lifetime Value > $500
  • Order Count > 10
  • Last Order = within 7 days

Action: Send VIP thank you with special discount

Example 2: At-Risk Customer Retention

Filters:

  • Customer Status = Active
  • Last Order Date > 60 days ago
  • Previous Order Count >= 3

Action: Send "We miss you" with incentive to order

Example 3: Seasonal Product Introduction

Filters:

  • Customer Status = Active
  • Order contains Category: "Beef"
  • Order Status = Complete
  • Current Month = December

Action: Introduce holiday roasts and specials

Example 4: New Customer Onboarding Series

Filters:

  • Account Created Date = 1 day ago
  • Order Count = 0

Action: Send welcome series explaining how service works

Example 5: Subscription Anniversary

Filters:

  • Account Created Date = 365 days ago
  • Customer Status = Active

Action: Thank you email with loyalty reward

Troubleshooting

Emails Not Sending

Symptoms:

  • Automation rule active but no emails being sent
  • Log shows no activity

Solutions:

  1. Check filter criteria - may be too restrictive
  2. Verify email template is published and not in draft
  3. Confirm customers actually match the filter criteria
  4. Check daily send limit hasn't been reached
  5. Verify automation status is "Active"
  6. Review system email queue for errors

Common Causes:

  • No customers currently match filters
  • Email template has errors
  • Daily limit reached
  • Rule accidentally deactivated

Wrong Customers Receiving Emails

Symptoms:

  • Customers report receiving irrelevant automated email
  • Log shows unexpected recipients

Check:

  1. Review filter logic carefully - AND vs OR conditions
  2. Test filter by manually running query
  3. Check for conflicting filter rules
  4. Verify "Once per customer" setting if enabled
  5. Review exemption rules or unsubscribe lists

Solutions:

  1. Refine filter criteria to be more specific
  2. Add additional filter conditions to narrow audience
  3. Test with small sample before full activation
  4. Add customer tag exemptions if needed

Duplicate Emails Being Sent

Symptoms:

  • Same customer receives multiple copies of same automation
  • Log shows duplicate sends

Solutions:

  1. Check frequency setting - should be "Once per customer" if appropriate
  2. Review cooling period settings
  3. Look for duplicate automation rules with similar filters
  4. Verify trigger conditions aren't being met multiple times
  5. Check for timing conflicts with other automations

Common Causes:

  • Multiple rules targeting same customers
  • Frequency settings too permissive
  • Customer matching multiple filter variations

Low Open Rates

Symptoms:

  • Emails delivered but not opened
  • Open rate below 15%

Check:

  1. Subject line - is it compelling and clear?
  2. Sender name - do customers recognize it?
  3. Timing - are emails sent at optimal time?
  4. Mobile optimization - are emails mobile-friendly?
  5. Spam filters - are emails landing in spam?

If Problem Persists:

  • A/B test different subject lines
  • Segment audience further for more relevance
  • Check email authentication (SPF, DKIM, DMARC)
  • Review email content for spam triggers
  • Test send time variations
  • Email Templates (admin_email.php) - Create and edit email templates used in automations
  • Automated Emails Logs (admin-edit.php?table=automated_emails_log) - View complete history of all automated emails sent
  • Customers - View customers who received specific automations
  • Order Count Events - Trigger events based on order milestones
  • Customer Tags - Segment customers for targeted automations

Typical Workflow:

  1. Create email template in Email Templates page
  2. Create automation rule on this page
  3. Set filter criteria and timing
  4. Activate automation
  5. Monitor logs to track performance
  6. Refine filters based on results

Permissions & Access

Required Access Level: Administrator or higher

Access Level Capabilities:

  • Manager: View automation rules and logs (read-only)
  • Administrator: Create, edit, delete automation rules; view all logs
  • Kiva Admin: All features + advanced filter testing and debugging

Restricted Features:

  • Delete Automation: Requires Administrator
  • Bulk Email Overrides: Requires Kiva Admin
  • System Email Settings: Requires Kiva Admin

Best Practices

Rule Creation

  1. Start simple - Test with basic filters before adding complexity
  2. Name clearly - Use descriptive names that explain the automation's purpose
  3. Test first - Create as inactive, review matching customers, then activate
  4. Document filters - Add notes explaining why specific filters were chosen
  5. Set limits - Use daily send limits to prevent email flooding

Email Content

  1. Personalize - Use customer and order variables for relevance
  2. Clear CTA - Every automated email should have clear next action
  3. Mobile-first - Most customers read email on mobile devices
  4. Timing matters - Send at times customers are likely to engage
  5. Track performance - Monitor opens, clicks, conversions

Maintenance

  1. Review monthly - Check automation performance metrics monthly
  2. Update templates - Keep email content fresh and seasonal
  3. Prune inactive - Deactivate rules that aren't performing
  4. Monitor logs - Watch for errors or delivery issues
  5. Customer feedback - Pay attention to replies and unsubscribes

Things to Avoid

  • ❌ Setting filters too broad (everyone gets every email)
  • ❌ No frequency limits (customer gets same email repeatedly)
  • ❌ Sending without testing first
  • ❌ Using too many automations (email fatigue)
  • ❌ Ignoring unsubscribe requests

Quick Reference Card

Task Action/Location
Create new automation Click "Create New Automated Email" button
Edit existing rule Click "Edit" button in Actions column
View sent emails Click "View Log" button next to rule
Activate/deactivate Toggle status in edit screen
Test before activating Create as Inactive, review filters, then activate
See who received email View log, shows all recipients
Check performance View log metrics (open rate, click rate)
Delete automation Click Delete (requires confirmation)
Duplicate rule Copy filters from existing rule to new one
Link to email template Select template dropdown when creating rule

FAQs

Can I send the same automated email to a customer more than once?

Yes, use the frequency settings. "Once per customer" sends only once ever. "Once per order" sends for each qualifying order. "Daily limit" controls how many can go out per day.

What happens if a customer matches multiple automation rules?

All matching automations will trigger (unless frequency limits prevent it). Be careful to avoid overwhelming customers with too many automated emails.

Can I preview which customers will receive an automation before activating it?

Yes, after setting up filters, save as inactive and check the logs/preview feature to see matching customers. Activate only after confirming the right audience.

How quickly do automated emails send after trigger conditions are met?

Depends on timing settings. "Immediate" sends within minutes. Custom delays send after specified time period. System processes automation rules every 10 minutes.

Can customers opt out of automated emails?

Yes, all automated emails include standard unsubscribe link. Customers who unsubscribe won't receive any marketing emails, automated or manual.

What's the difference between this and Email Pending?

Automated emails trigger based on rules and send automatically. Email Pending is for manual bulk sends to filtered customer lists. Both can use the same email templates.

Can I test an automation on myself first?

Yes! Create test customer account, set up conditions to match test account, activate automation, and verify email received before rolling out widely.

How do I stop an automation that's already running?

Change status to "Inactive" immediately. Already-queued emails may still send, but no new triggers will occur.

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.