--- title: "Automations: Overview" description: A summary of automations in encore pro --- [Skip to content](https://support.encorepro.com/automations-overview#main-content) [Get Help](https://support.encorepro.com/kb-tickets/new?hsLang=en) [Customer portal](https://support.encorepro.com/portal?hsLang=en) [![EP Support](https://support.encorepro.com/hs-fs/hubfs/EP%20Support.png?width=175&height=43&name=EP%20Support.png)](https://support.activitystream.com/?hsLang=en) - [Encore Pro](https://support.encorepro.com/) - Yesplan Show submenu for Yesplan - [Manual](https://manual.yesplan.be) - [Learning](https://learning.yesplan.be) - Legacy Tools Show submenu for Legacy Tools - [Activity Stream](https://support.encorepro.com/activity-stream) - [crowdEngage](https://support.encorepro.com/crowdengage) - [Integration Guides](https://support.encorepro.com/ticketing-integration-guides-tessitura-and-spektrix) Open main navigation Close main navigation - [Encore Pro](https://support.encorepro.com/) - Yesplan Show submenu for Yesplan - [Manual](https://manual.yesplan.be) - [Learning](https://learning.yesplan.be) - Legacy Tools Show submenu for Legacy Tools - [Activity Stream](https://support.encorepro.com/activity-stream) - [crowdEngage](https://support.encorepro.com/crowdengage) - [Integration Guides](https://support.encorepro.com/ticketing-integration-guides-tessitura-and-spektrix) - [Get Help](https://support.encorepro.com/kb-tickets/new) - [Customer portal](https://support.encorepro.com/portal) How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://support.encorepro.com/?hsLang=en) 2. [Automations](https://support.encorepro.com/automations?hsLang=en) # Automations: Overview ## Send timed emails around your shows, or trigger messages the moment someone joins or leaves a segment. ### What Are Automations? Automations (previously called Flows) let you create automated email or SMS messages in Encore Pro based on either of these triggers - **Someone attends a show.** Send messages timed relative to an event date: pre-show reminders, post-show follow-ups. - **Someone joins or leaves a segment.** Send a message as soon as a customer's segment membership changes. Each automation is made of **actions**. An action is one message, plus the rule for when it goes out. You pick the type of automation, add your actions, then connect it to the events or segment you want it to run against. Encore Pro handles the rest.   ### Accessing Automations Click **Automations** in the left sidebar. This opens the Automations listing page, showing every automation you and your team have created.   ### The Automations Listing Page The listing page displays a table with the following columns: | Column | Description | | --- | --- | | Name | The name of the automation (e.g., Standard show flow) | | Type | **Event** or **Segment**, set when the automation was created | | Status | **Active** or **Inactive** badge indicating whether the automation is currently running | | Sent | Total number of emails sent by this automation | | Opened | Total number of emails opened | | Clicked | Total number of email link clicks | | Created By | The team member who created the automation | | Actions | Menu for additional options (edit, duplicate, archive) | Use the toolbar at the top to search by name, filter by status, or filter by creator. Toggle **Show Archived** to view archived automations. The eye icon in the top-right corner changes which columns you see. Tick the boxes beside rows to select them. Pagination controls and a rows-per-page selector sit at the bottom.   ### Creating a New Automation Click **New Automation** in the top-right corner. A dialog opens asking for: 1. **Automation Name** 2. **Automation Trigger.** Choose one: - **When people attend a show.** Automatically send emails or SMS messages before or after events. - **When people join or leave a segment.** Check a segment on an automatic schedule for new and/or leaving members. This choice sets the automation's type and can't be changed later, so pick it based on what should trigger the message before you click **Create**. You can rename an automation at any time by clicking the pencil beside its name.   ### Building an Event Automation After you create your automation, you land in the builder. It has an **Events** tab, a **Reporting** tab, and a tab for each action you add (Action 1, Action 2, and so on).   ### Events tab Under **Select Associated Events**, choose which performances the automation applies to. The table lists each show with its venue, event day, event date, and event time. Tick the ones you want. Use the toolbar to narrow the list: - **Search** by show name. - **Select dates** for a date range. - **Day of the week** and **Event start time** to find matinees or evenings. - **Include past events** to bring in performances that have already happened. - **Associated only** to see just the performances already attached to this automation.   ### Adding an action Click **Add action** in the top-right corner. Each action reads like a sentence you complete, for example: > Send an email **on the day** the event starts **at 9:00**. Click the underlined parts to change them. Rename an action with the pencil beside its name.   ### Sending to late buyers Beneath the sentence is a switch: **Send automatically to customers who purchase after the scheduled send time.** Automatic sends only happen until the start time of the event. Turn it on if someone who buys at 2 p.m. for a 7:30 p.m. show should still get the day-of email.   ### Email settings On the **Email settings** tab, fill in: - **Subject Line** - **From Email.** Type the address, then choose the domain from the list beside it. - **From Name** - **Reply To**   ### Design On the **Design** tab, lay out the message. See *Designing the email* below.   ### Building a Segment Automation After you create your segment automation, the builder has a **Segment** tab, a **Reporting** tab, and a tab for each action you add.   ### Segment tab This defines which segment the automation watches and how often it checks. - **Check for membership changes.** How frequently Encore Pro re-evaluates the segment: **Once per hour**, **As often as possible**, or **At a specific time every day**. - **Filter builder.** Build the segment with "Include people who match all/any" logic, then **Add filter** or **Add group** to layer conditions. For example, Booked for show → Kiss Me, Kate with Adult, Standard or Student tickets; Purchased in date range → Yesterday. Each filter has edit and delete icons, and Undo and Redo controls sit above the filter list. - **Audience count.** A live count of matching customers, broken out by how many have an email address and how many have a mobile phone number. It updates as you edit filters, so you can sanity-check the size of the segment before you switch anything on.   ### Who gets the email Segment automations are built so you can't accidentally email everyone at once. Encore Pro compares the segment's membership at each check. Take a lapsed bookers automation set to check every day at 9:30 a.m.: each morning at 9:30, Encore Pro looks at who's in the segment now, and at who was in it before and isn't anymore. Then it sends. When you create an automation, or change its segment, Encore Pro notes everyone who's in the segment at that moment and **doesn't email them**. If your segment has 10,000 people in it when you switch the automation on, those 10,000 won't get a "joins the segment" email. Only people who join afterward do. People who leave the segment after this will get their email the next time Encore Pro checks. Two things follow from that: - **Changing the filters starts the count again.** After you edit the segment, everyone who matches at that point is treated as already in it. - **There's no separate delay.** An action sends at the next check after someone joins or leaves. To control when emails go out, set the segment to check at a specific time each day.   ### Adding an action Click **Add action**. Each action reads like a sentence: > Send an email **when someone joins the segment**. The second part lets you choose whether the action runs when someone joins the segment or when someone leaves it. The first part lets you send an email or a text message. You can add as many actions as you need. For example, send an email, and add a second action to follow it with a text message.   ### Email settings On the **Email settings** tab, a segment action asks for a little more than an event action: - **Email Type.** The screen shows **Marketing**. - **List.** Choose a list to limit who gets the email. If you do, marketing messages go only to people who are in the automation's segment *and* members of the list. That second setting is how Encore Pro respects opt-ins. Someone can match your segment and still not get the email if they aren't on the list. See [*Email and SMS Lists*](https://support.encorepro.com/email-and-sms-lists?hsLang=en). Then fill in: - **Subject Line** - **From Email**, with the domain dropdown - **From Name** - **Reply To**   ### Designing the email The **Design** tab opens the same drag-and-drop email builder used elsewhere in Encore Pro. Drag content from the panel on the right onto the email.    ### Testing and turning it on Each action has its own controls in the top-right corner: - **Send a test** to check the email before anything goes out. - **Enabled** switch. New actions start switched off, with a warning icon beside the switch while the action isn't ready. - **Delete action** to remove it.     **✈️ Preflight checks** Automations get the same checks as a regular broadcast email. If something's missing or broken, Encore Pro warns you, and you can't send a test or enable the action until it's fixed. That's what the warning icon beside Enabled is for, and it's why a half-built automation can't go out by accident. Changes save as you go, and the button shows **All changes saved**. Switch an action on to start it running. Switch it off to pause it. Your settings stay as you left them.   ### Reporting Both automation types have a **Reporting** tab. **Filter by step** narrows the numbers to one action, and **Filter by event** narrows them to one performance. **Engagement** shows six numbers: - Total Delivered - Open Rate - Click-Through Rate - Click-To-Open Rate - Unsubscribe Rate - Bounce Rate Hover over the info icon beside a rate for its definition. Each rate also shows how many recipients it's based on. Below that, **Clicks & Opens over time** charts both. Switch on **Cumulative** to see the running total. **Top links** lists each link in the email with its clicks and unique clicks. Before the first send, the numbers show a dash and Top links reads "No clicks for this campaign, yet."   ### Best Practices - Start with a standard show flow for event automations: a pre-show reminder 1 day before, a post-show follow-up 1 day after. - For segment automations, check your audience count before you switch anything on. A filter combination that returns 0 people usually means a filter is too narrow or references the wrong value. - Remember that a segment automation only emails people who join or leave *after* it's set up. If you want to reach everyone who's in the segment today, send them a campaign instead. - Be careful when you edit a segment on a running automation. Everyone who matches after the change counts as already in it, so they won't get a "joins" email. - Use **Send a test** on every action before you enable it. - Test with a single event or a narrow segment before rolling out to your full season or full list. - Review the Reporting tab to see which action is pulling its weight, and Sent, Opened, and Clicked on the listing page for the overall picture. - Name automations by what they do and how they're triggered (e.g., Standard show flow, Lapsed Booker Win-Back). ### Legacy Note Automations replaces the Flows feature from crowdEngage. If you previously used crowdEngage flows for automated messaging, including segment-based sends, your workflows can be recreated in Encore Pro. Event automations map to the old event-triggered flows; segment automations map to the old audience/list-triggered flows. The core concept is the same: define your actions, connect them to what should trigger the send, and let the system handle delivery. - [Get Started](https://support.encorepro.com/get-started?hsLang=en#main-content) - [Settings](https://support.encorepro.com/get-started?hsLang=en#settings) - [Shows](https://support.encorepro.com/shows?hsLang=en) - [Audience](https://support.encorepro.com/audience?hsLang=en#main-content) - [Segments](https://support.encorepro.com/audience?hsLang=en#segments) - [Lists](https://support.encorepro.com/audience?hsLang=en#lists) - [Campaigns](https://support.encorepro.com/campaigns?hsLang=en#main-content) - [Email](https://support.encorepro.com/campaigns?hsLang=en#email) - [SMS](https://support.encorepro.com/campaigns?hsLang=en#sms) - [Lead Capture](https://support.encorepro.com/campaigns?hsLang=en#lead-capture) - [Automations](https://support.encorepro.com/automations?hsLang=en) - [Dashboards](https://support.encorepro.com/dashboards?hsLang=en) - [SMS Setup](https://support.encorepro.com/sms-setup?hsLang=en) - [Yesplan](https://support.encorepro.com/yesplan?hsLang=en) - [Integrations](https://support.encorepro.com/integrations?hsLang=en) - [Activity Stream](https://support.encorepro.com/activity-stream?hsLang=en#main-content) - [Access & Navigation](https://support.encorepro.com/activity-stream?hsLang=en#access-navigation) - [Dashboards & Overviews](https://support.encorepro.com/activity-stream?hsLang=en#dashboards-overviews) - [Customers & Segmentation](https://support.encorepro.com/activity-stream?hsLang=en#customers-segmentation) - [Campaigns & Email](https://support.encorepro.com/activity-stream?hsLang=en#campaigns-email) - [Working with Activity Stream](https://support.encorepro.com/activity-stream?hsLang=en#working-with-activity-stream) - [Integrations](https://support.encorepro.com/activity-stream?hsLang=en#integrations) - [crowdEngage](https://support.encorepro.com/crowdengage?hsLang=en#main-content) - [Messaging](https://support.encorepro.com/crowdengage?hsLang=en#messaging-1) - [Preorders](https://support.encorepro.com/crowdengage?hsLang=en#preorders) - [Mobile Ticket](https://support.encorepro.com/crowdengage?hsLang=en#mobile-ticket) - [Templating](https://support.encorepro.com/crowdengage?hsLang=en#templating) - [Resources](https://support.encorepro.com/crowdengage?hsLang=en#resources) [![encore-logo-black-1](https://support.encorepro.com/hs-fs/hubfs/encore-logo-black-1.png?width=200&height=30&name=encore-logo-black-1.png "encore-logo-black-1")](https://www.activitystream.com) [mailto:support@activitystream.com](mailto:support@activitystream.com) Copyright © 2026, Encore Pro