Marketing. Scenarios
Contents
- What are scenarios?
- How to access scenarios
- Scenario list
- Creating a scenario
- Triggers
- Delay
- Trigger limitations
- Once per order / Once per user
- Cancellation conditions
- Success conditions
- Actions — Messages
- Actions — Cashback
- Message placeholders
- Translations
- Scenario tasks
- Task statuses
- Task result statuses
- Canceling pending tasks
- Scenario history
- Feature activation
- Access permissions
- Practical examples
- Frequently asked questions
What are scenarios?
Scenarios are a marketing automation tool that allows you to configure automatic actions (for example, sending push notifications or SMS) in response to order lifecycle events (creation, completion, or cancellation of an order).
In simple terms: you define a rule like “send a push notification asking for feedback 2 hours after order delivery” — and the system automatically performs it for every relevant order.
To create scenarios:
- Open the Control Panel
- Go to the Marketing section
- Open the Scenarios tab
Scenario list
The scenario list page displays all scenarios of the current account in a table with the following columns:
Column | Description |
Name | A clear name of the scenario |
Trigger | The event that launches the scenario |
Delay | How long to wait before executing actions |
Status | Active or Inactive |
Actions | What the scenario does (e.g., “Send message”) |
Cancellation conditions | Conditions that cancel the scenario before execution |
Success conditions | Conditions that determine scenario success |
You can filter scenarios by status and search by name.
Creating a scenario
To create a new scenario, click the Create button on the scenario list page.
Available settings:
Parameter | Description |
Name | Descriptive name of the scenario (e.g., "Post-delivery feedback reminder") |
Status | Active — the scenario will run when triggered. Inactive — the scenario will not start for new triggers, but all tasks that have already been created will still be executed. |
Trigger | The event that activates the scenario (see Triggers) |
Delay | Waiting time after the trigger before executing actions (see Delay) |
Triggers
A trigger is an event that launches the scenario. Available triggers:
Trigger | Description |
Order creation | The scenario is activated when a new order is created |
Order completion | The scenario is activated when an order is successfully delivered/completed |
Order cancellation | The scenario is activated when an order is canceled |
Delay
The delay defines how much time passes between the trigger event and the actual execution of scenario actions. Available delay options:
Delay |
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No delay | Executed immediately |
1 minute |
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5 minutes |
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10 minutes |
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20 minutes |
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30 minutes |
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1 hour |
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2 hours |
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4 hours |
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12 hours |
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24 hours |
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7 days |
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15 days |
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30 days |
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Half a year (6 months) |
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Note: During the delay period, the scenario task remains in the "Pending" status and can be canceled by cancellation conditions.
Trigger limitations
Trigger limitations allow you to narrow down which orders should activate the scenario. When "Limit trigger" is enabled, you can configure the following filters:
Limit by order source type
Restricts the scenario to orders from specific platforms. For example, only orders from the mobile app or only from the website.
Limit by delivery type
Restricts the scenario to specific delivery types (e.g., delivery, pickup, dine-in).
Minimum / Maximum order price
Restricts the scenario to orders within a specific price range.
● Minimum order price — the scenario will run only for orders equal to or above this amount.
● Maximum order price — the scenario will run only for orders equal to or below this amount.
Once per order / Once per user
These settings prevent duplicate scenario execution:
Parameter | Description |
Execute only once per order | If enabled, the scenario will create only one task for a single order. Even if the trigger fires multiple times for the same order, only the first task will be created. |
Execute only once per user | If enabled, the scenario will create only one task for a single user. After a task is created for a user, new tasks for them under this scenario will not be created. |
Cancellation conditions
Cancellation conditions define events that cancel a pending scenario task before it is executed. This is useful when planned actions are no longer relevant.
Available cancellation conditions:
Condition | Level | Description |
New order creation | User level | Cancels the task if the same user creates a new order (any order, not only related to the trigger) |
Current order cancellation | Order level | Cancels the task if the trigger order is canceled |
Current order completion | Order level | Cancels the task if the trigger order is completed |
Review creation for current order | Order level | Cancels the task if a review is left for the trigger order |
Important notes:
● Cancellation conditions apply only to tasks with the "Pending" status (not yet executed).
● You can select multiple conditions — if any of them is triggered, the task will be canceled.
● Order-level conditions check the specific order that triggered the scenario.
● User-level conditions check any activity of the user across all their orders.
Success conditions
Success conditions track whether the scenario has achieved its intended goal after executing actions. This is optional — success conditions are only needed if you want to measure the effectiveness of the scenario.
Enabling success conditions
Toggle "Has success conditions" to enable this feature. Then configure:
Parameter | Description |
Success conditions | Events that indicate the success of the scenario |
Result waiting time | How long to wait for the success condition. If the condition is not met within this time, the result will be "Conditions not met". |
Available success conditions
Condition | Level | Description |
New order creation | User level | The scenario is considered successful if the user creates a new order |
Review creation for current order | Order level | The scenario is considered successful if a review is left for the trigger order |
● Success condition: "Review creation for current order"
● Waiting time: 7 days
● If the client leaves a review within 7 days → result "Successfully completed"
● If 7 days pass without a review → result "Conditions not met"
This allows you to track the scenario success on the tasks page.
Actions tab — Messages
The main action type is "Send message".
When enabled, you can configure:
Push notifications
Parameter | Description |
Push active | Enable/disable push notification sending |
Push: Message title | Push notification title |
Push: Message text | Main text of the push notification |
Push: App screen | Which screen will open in the app when clicking the notification |
SMS
Parameter | Description |
SMS active | Enable/disable SMS sending |
SMS: Message text | SMS message text |
How message delivery works
The system uses the following logic for selecting the delivery channel:
- If Push is active AND the user has an app token (i.e., uses the mobile app) → a push notification is sent.
- Otherwise, if SMS is active → an SMS is sent.
- If neither option is possible → the message is not sent.
Actions — Cashback
The "Add cashback" action credits the specified cashback amount to the user’s balance.
Parameter | Description |
Cashback amount | Cashback amount to credit |
Message placeholders
When creating push or SMS message text, you can use placeholders that are automatically replaced with real data for each order. Placeholders are written as {{placeholderName}}.
Available placeholders
Placeholder | Description | Example value |
{{userName}} | Customer name | "Oleksandr" |
{{userPhone}} | Customer phone number | "+380930000000" |
{{orderNumber}} | Order number | "12345" |
{{orderFullPrice}} | Total order amount | "450.00" |
{{orderPaidByCashbackAmount}} | Amount paid with cashback | "50.00" |
{{orderMadeInTime}} | Expected ready time (formatted) | "14:30" |
{{orderMadeInTimeRaw}} | Expected ready time (raw) | "2026-02-20 14:30:00" |
{{orderDeadlineTimeChanged}} | Whether the deadline was changed | "true" |
{{companyType}} | Business type (restaurant, store, etc.) | "restaurant" |
{{companyName}} | Business name | "Pizza Palace" |
{{companyAddress}} | Business address | "Main St, 10" |
Push Title: Thank you for your order, {{userName}}!
Push Text: Your order #{{ orderNumber }} from {{companyName}} totaling {{orderFullPrice}} has been delivered. We would love your feedback!
Result for a specific order: "Your order #12345 from Pizza Palace totaling 5.00 has been delivered. We would love your feedback!"
Translations
Scenarios support multilingual messages. On the **Translations **page, you can specify push titles, push text, and SMS text in different languages.
The system sends messages in the language that matches the user’s app language. If a translation for the user’s language is not available, the default language is used.
Path: Scenario → "Translations" tab
Scenario tasks tab
When a scenario is triggered for a specific order, the system creates a scenario task. A task is a single execution instance: one task per order per trigger.
Viewing tasks
Go to a scenario and open the "Tasks" tab. You will see:
Summary cards:
● Number of tasks by status (Pending, In progress, Completed, Canceled, Error)
● Number of tasks by result status
● Scenario success rate — percentage of completed tasks that achieved the success condition
Tasks table:
Column | Description |
ID | Unique task identifier |
Order number | Link to the related order |
User name | Link to the related user |
Execution time | When the task is scheduled to run |
Status | Current execution status |
Result status | Result tracking status |
Conditions | View cancellation/success conditions (opens modal window) |
You can filter tasks by status and result status.
Task statuses
Each task goes through a lifecycle represented by the following statuses:
Status | Description |
Pending | The task is waiting to be executed. It is in the delay period. Cancellation conditions may still cancel it. |
In progress | The task is currently executing its actions (sending messages, etc.). |
Completed | The task has successfully completed all its actions. |
Canceled | The task was canceled — either by a cancellation condition or manually. |
Execution error | The task failed during execution (e.g., messaging service unavailable). |
Normal flow
Pending → In progress → Completed
Cancellation flow
Pending → Canceled
Error flow
Pending → In progress → Execution error
Task result statuses
After task completion, the system tracks whether the scenario achieved its goal (if success conditions are configured):
Result status | Description |
Created | The task has not yet been executed. Result tracking does not apply. |
Waiting for user action | The task is completed, the system is waiting for the success condition. |
Successfully completed | The success condition was met within the specified time. |
Conditions not met | Waiting time expired, the success condition was not met. |
Note: If success conditions are not configured, the result is immediately marked as "Successfully completed" upon task completion.
Canceling pending tasks
On the tasks page, you can manually cancel all pending scenario tasks by clicking the "Cancel pending tasks" button.
This is useful when:
● You realized the scenario configuration was incorrect
● You want to stop all scheduled actions before deactivating the scenario
● You need an immediate stop of all planned messages
Scenario history
The "History" tab shows a log of all changes made to the scenario by administrators. This includes:
● When the scenario was created
● When settings were changed (and by whom)
● When the scenario was activated or deactivated
Feature activation
The "Scenarios" feature requires an active subscription to the "Marketing Scenarios" feature for the account.
● If the subscription is active, scenarios can be created and will work normally.
● If the subscription is deactivated, all active scenarios automatically become Inactive. Tasks that have already been created and are pending will still be executed, but new tasks will not be created.
Access permissions
Access to scenarios is controlled by the following permissions:
Permission | Description |
Scenarios — View | View the list of scenarios and task details |
Scenarios — Create | Create new scenarios |
Scenarios — Edit | Edit scenario settings, view history, cancel pending tasks |
Scenarios — Delete | Delete scenarios |
Scenarios — History | View scenario change history |
Examples
Example 1: Post-delivery feedback reminder
Goal: Ask customers to leave a review 2 hours after order delivery.
Configuration:
● Name: "Post-delivery feedback reminder"
● Status: Active
● Trigger: Order completion
● Delay: 2 hours
● Cancellation condition: "Creating a review for the current order"
● Success condition: "Creating a review for the current order"
● Result waiting time: 7 days
● Action: Send message
● Push Title: How was your order, {{userName}}?
● Push Text: We’d love to hear about your experience at {{companyName}}! Tap to leave a review.
● SMS Text: Hi, {{userName}}! How was your order from {{companyName}}? We’d love your feedback.
How it works:
- Customer receives the order → scenario is triggered
- If the customer leaves a review within 2 hours → task is canceled
- After 2 hours, if no review → push notification is sent
- If the customer leaves a review within 7 days → result "Successfully completed"
- If 7 days pass without a review → result "Conditions not met"
Example 2: Customer return after cancellation
Goal: Send a promo message 24 hours after order cancellation to encourage the customer to try again.
Configuration:
● Name: "Customer return after cancellation"
● Status: Active
● Trigger: Cancel Order
● Delay: 24 hours
● Cancellation condition: "Creating a new order"
● Once per user: Enabled
● Success condition: "Creating a new order"
● Result waiting time: 7 days
● Action: Send message
● Push Title: We miss you, {{userName}}!
● Push Text: We noticed your order didn’t go through. Come back and try {{companyName}} again!
How it works:
- Customer cancels an order → scenario is triggered
- If the customer places a new order within 24 hours → task is canceled
- After 24 hours → push notification is sent
- Since "Once per user" is enabled, the customer will not receive this message again
Example 3: Instant order confirmation
Goal: Send a push confirmation immediately after order creation.
Configuration:
● Name: "Push order confirmation"
● Status: Active
● Trigger: Order creation
● Delay: No delay
● Cancellation condition: None
● Success condition: None
● Action: Send message
● Push Title: Order confirmed!
● Push Text: Your order #{{ orderNumber }} at {{companyName}} has been accepted. Expected time: {{orderMadeInTime}}.
What happens if I deactivate a scenario?
When you set a scenario to Inactive, new tasks will not be created for future triggers. However, tasks that are already pending (in the delay period) will still be executed when their time comes.
Can I have multiple scenarios with the same trigger?
Yes. You can create multiple scenarios with the same trigger. Each will create its own task independently.
What happens if the user does not have the app installed?
If the user does not have an app token, push notifications cannot be sent. In that case, if SMS is enabled, an SMS will be sent instead.
Can I edit a scenario that has pending tasks?
Yes, you can edit a scenario at any time. However, changes do not affect already created tasks. Pending tasks use the configuration that was active at the time of their creation.
How to measure scenario success?
Configure success conditions and result waiting time. Then check the scenario success rate on the tasks page.
What is the difference between "Cancellation conditions" and "Success conditions"?
● Cancellation conditions prevent task execution (before execution).
● Success conditions measure the outcome (after execution).
What does "Order level" and "User level" mean?
● Order level — conditions check events related to the specific order.
● User level — conditions check events across all user orders.
For example, the condition "New order creation" is a user-level condition.
Link to this article: here.
Updated on: 29/03/2026
Thank you!