Overview

Your Okendo emails reach customers in one of two ways: as a step in a sequence, or as the active email Okendo sends when something happens, such as a reply to a review. The email's type decides which.

Review Request and Add Media emails are used in sequences. Review Reply, Coupon Reward and the other types are activated directly.

Before you begin

🔔 The Question Answer email is available on the Growth plan and above. View pricing.

Use an email in a sequence

Sequences automate your post-purchase emails. Choose the emails a sequence sends, and customers receive them as they move through it. Review Request and Add Media emails can be used in sequences.

Set up a single email sequence

Go to Okendo Admin > Mail > Sequences and click New Sequence > Single Review Request > Create Sequence.
On the Edit Sequence page, click a Send block in the sequence tree on the right. In the left panel, choose the email this block sends.
To check the email, preview it or send yourself a test. To change it, click the pencil icon to open its Edit Email page.
Click Save Changes. Customers now receive this email when they reach this point in the sequence. Emails only send while the sequence is running: click Start to start it.

💡 If you already have a sequence with a send block, you can use it and follow the same steps.

Set up reminder and add media emails

A sequence can have several Send blocks, each sending a different email. This example uses the Review Request with Photo Reminder template, which has two Review Request blocks and one Add Media block.

Go to Okendo Admin > Mail > Sequences and click New Sequence > Review Request with Photo Reminder > Create Sequence.
Click the first Review Request block and select the email for the initial review request.
Click the Add Media block (pictured above) and select an add media email from the dropdown.
Click the last Send block (the review request reminder, at the bottom), select the same email as the first block, and click Save Changes.

💡 A block's Type decides which emails you can select for it.

Use a different email for the reminder

A reminder works better when it looks like the first email but has its own subject and body text. To make one, duplicate the email and edit the copy.

In the reminder Send block, click the pencil icon next to the email. On the Edit Email page, click the ... menu, then Duplicate, and confirm.
The copy opens, named "Copy of" the original. Click the ... menu, then Rename, and give it a clear name, such as "Review Request Email - Reminder".
Update the Subject Line and the Body Content in the Body section, then click Save Changes.
Go back to the sequence, select the new email in the last Send block, and click Save Changes. Your sequence now looks like this:

Email types you can use in sequences

Review Request
Add Media

Activate an email

Some emails are activated directly, so Okendo sends them when something happens. For example, when you reply to a review and select Email a copy to the reviewer, Okendo sends your active Review Reply email.

Okendo already has an active email of each of these types, and it's usually easiest to customize that one. To use a new email instead, create it as a draft and then activate it.

Create and activate a new email

These steps work for any email type you activate directly. This example uses the Review Reply email.

Go to Okendo Admin > Mail > Mail Templates > Review Reply. The list shows your active Review Reply email.
Click New Email, enter a name, and click Create. Customize the email on the Edit Email page, then click Save Changes.
Click Activate. Okendo uses this email the next time it sends a review reply. In the Review Reply list, the new email shows as active and the previous one returns to draft.

💡 Only one email of each type can be active. When you activate a draft, the current active email of that type returns to draft.

Email types you can activate directly

Coupon Reward
Verify Email Address
Review Reply
Question Answer

Using your emails