Email

Email element indicates a point to communicate to a customer with an email message.

To send an email at some moment of the customer journey, add the Email element to the canvas following the element you consider to be the appropriate basis for communication. Choose the email content you’d like to use.

When you select an email preset, a subject line will automatically appear in the Subject field if the preset already includes one.

• If a subject is pre-filled, you can either keep it or edit it to better match your campaign.

• If the preset doesn’t contain a subject line, the field will be empty, and you can enter a new subject manually.

Tip: Make sure your subject line is short, clear, and engaging, as it’s the first thing your recipients will see in their inbox.

You can customize the From Email address for messages sent through the Customer Journey. This allows you to control the sender identity, aligning it with your campaign branding or communication strategy.

To set the sender email address:

1. Enter the desired sender address in the From Email field (e.g., marketing@testdomain.com).
2. Enter the name that will appear as the sender in the From Name field.
3. (Optional) Enable the Use this as the reply-to address to receive and track replies checkbox if you want replies to go to the same address.

Note: The email address must belong to a verified domain in your Pushwoosh project. Refer to the Email configuration guide for domain verification steps.

Consider if you want to exclusively email users who are currently subscribed. Pushwoosh automatically manages unsubscribes and updates segments accordingly. However, you have the option to include unsubscribed users by enabling the Send to unsubscribed toggle.

Use Frequency capping to control how often users receive email messages, helping to prevent over-messaging and reduce unsubscribes.

Choose one of the following options:

• Use global frequency capping settings. Apply the project-wide email limits set in your Global frequency capping settings. Example: If the limit is 3 emails in 9 days, any additional emails during that period will be skipped.

• Ignore global frequency capping. Send the email regardless of how many messages the user has already received. Use this with caution to avoid overwhelming recipients.

• Use custom frequency capping. Override global settings with a custom limit for this email step. If the user exceeds your custom limit, the email will not be sent, and they will move to the next step in the journey. Learn more

You can turn on the BCC (Blind Carbon Copy) option when sending emails in a customer journey. BCC allows you to send a copy of the email to an additional recipient without revealing their address to the main recipient(s).

This feature allows you to:

• Keep a record of customer interactions in your CRM system for better customer service.
• Ensure internal teams (e.g. compliance and sales managers) receive copies for reference.

1. In the Email element, toggle the Send BCC switch.
2. Enter the email addresses you want to receive the BCC copy. You can add multiple addresses.
3. Click Apply.

You can personalize email messages by attaching a unique voucher code from a predefined pool. This is useful for promotions, discounts, and loyalty campaigns.

Before starting, ensure your email content includes the {{voucher}} placeholder where the code should appear.

To include a voucher in the email:

1. Toggle Use Vouchers to ON.
2. In the Voucher Pool field, select the pool containing your available voucher codes. The pool must be created in advance.
3. (Optional) In the Assign Tag field, specify a tag to be applied to users who receive a voucher. This can help with segmentation and reporting.

Learn more about vouchers

You can split the remaining journey flow based on whether the email is opened or ignored. For example, it might be helpful to try reaching out to users via pushes or In-Apps or send one more email delivering more value.

Set the period to wait after the email is sent – after that period, all users who open the email will go to the Opened journey branch, and others will pass through the Not opened branch.

Waiting period can be set to up to 7 days.