Marketing Autopilot

Marketing Autopilot watches customer behaviour and issues a personal voucher the moment someone matches a trigger — a welcome offer on signup, a win-back when a regular goes quiet, a birthday gesture. You set it up once; it keeps working every day after, including the days you forget it exists.

Where to find it

Dashboard → Marketing → Autopilot (/configuration/voucher-campaign/autopilot/list) — Admin, Co-Admin

The four triggers

Trigger	Fires when
New Customer Welcome	A customer registers
Lapsed Customer	An established customer stops ordering for a period you set
Birthday	A customer’s birthday comes round
Visit Milestone	A customer completes a set number of orders

Lapsed Customer is the one that pays for itself. A regular who quietly stops ordering is invisible until you go looking; the trigger reaches them while they still remember you, which is far cheaper than acquiring someone new.

Building a campaign

1. Campaign Info — name it for what it does (“Win-back — 21 days quiet”), not for the offer. You will read this list again in six months.

2. Trigger Settings — pick the trigger and its threshold: how many days quiet, which order count, how far ahead of the birthday.

3. Trigger Conditions — narrow who qualifies: customer segments, outlets, a minimum number of past orders, a minimum lifetime spend, or members only. A campaign with no conditions targets everyone the trigger catches.

4. Voucher Benefit — what they get: Free Item, Order Discount or Order Cashback, as a Percentage or a Fixed Amount, with an optional maximum and a choice of applying to the subtotal or the total.

5. Redeem Conditions and Item Conditions — the rules the order has to satisfy for the voucher to apply, and which dishes it covers.

6. Exclusion Rules — see below. Do not skip these.

7. Channels and Message Templates — SMS, email, push, or several. Write the offer message and the acceptance message; both accept {{customerFirstName}}, {{voucherCode}}, {{expiryDate}} and similar placeholders.

8. Expiry Reminders — an optional nudge before an accepted voucher expires.

9. Test Campaign — send yourself a real voucher through the real channel before going live. It is the only way to see the message as the customer will.

Exclusion rules are the important part

An autopilot campaign runs unattended, which means it can quietly over-offer the same person until your margin is gone and your messages read as spam. The Exclusion Rules section is what prevents that:

Rule	What it prevents
Skip if ordered within N days	Paying to win back someone who never left
Cooldown days	The same campaign hitting one customer repeatedly
Exclude campaigns	Two campaigns both firing on the same customer
Max offers per month	Total offer volume per person across everything
Exclude if recently redeemed	Stacking a new offer on someone still using the last one

There is also a platform-wide cap — the max offers per customer per month set in Dashboard → Settings → Configuration → Brand (/settings/settings/brand-settings) — which applies no matter how many campaigns you run.

Run one campaign first

Launch a single autopilot campaign and let it run for a few weeks before adding a second. Overlapping campaigns are the usual reason a customer receives three offers in a week, and the interaction is much easier to reason about when you add them one at a time.

What the customer sees

1. The voucher arrives on the channel they have consented to. A customer who has opted out of SMS but allows push gets the push; a customer opted out of everything is skipped, and that is by design.
2. They accept it in the app, which is what binds the voucher to them. Each voucher carries its own code.
3. They redeem it on a qualifying order before it expires.

Because acceptance is an explicit step, the reports can separate delivered from accepted from redeemed — so you can see exactly which stage a campaign is losing people at, rather than guessing.

Reports

Report	Route
Voucher Campaign Overview	/reports/voucher-campaigns/overview
Campaign Performance	/reports/voucher-campaigns/performance
Voucher Offers	/reports/voucher-campaigns/offers
Customer Engagement	/reports/voucher-campaigns/customers
ROI Deep Dive	/reports/voucher-campaigns/roi-deep-dive
Usage Analytics	/reports/voucher-campaigns/usage-analytics

Campaign Performance is the one to act on: it sets what each campaign generated against what it gave away. ROI Deep Dive is where you decide whether to scale a campaign or switch it off.

Troubleshooting

Symptom	Try this
No vouchers are going out at all	Check the messaging integration has Marketing Autopilot enabled under Dashboard → Settings → Integrations → Plugin Config (/configuration/integrations/integration/list) — an integration enabled only for order notifications sends receipts and nothing else
The campaign is on but nothing fires	Open Pending Triggers (/configuration/voucher-campaign/pending-triggers), then check whether your trigger conditions are narrower than you meant
One customer didn’t get an offer	Voucher Trigger Diagnostics (/configuration/voucher-campaign/diagnostics) explains that specific case — usually channel consent, a cooldown, or the monthly cap
Customers are getting too many offers	Tighten Exclusion Rules, and check the monthly cap in Brand settings
Vouchers accepted but rarely redeemed	The offer or its validity window is too weak — compare accepted against redeemed in Customer Engagement
Deliveries are slow or failing	Campaign Health Dashboard (/configuration/voucher-campaign/health)

Related: Choosing a campaign type · Marketing Promotions · Broadcast · What customers experience