Published at: 2026-10-12
Create and review an email SOP
Automate follow-up actions based on customer email behavior and review the actions triggered for each customer.
Overview
An Email SOP automates follow-up actions based on customer email behavior.
After a customer triggers the SOP, Marketing can send another message, add a tag, or notify an employee.
Before you begin
- Choose the customer email event that triggers the SOP.
- For cross-channel messages, make sure customer identities are linked across those channels.
- To review execution details, use an existing SOP with execution data.
Create an SOP
Supported triggers include an email open, link click, unsubscribe, or complaint.
Supported actions include WeCom, WeChat Official Account, SMS, and email messages when cross-channel identity is available.
You can also tag customers and notify employees of recent activity.
- In Email Marketing > Email SOP, click Create SOP.
- In the SOP editor, select Trigger Conditions [Email Marketing].
- Choose a trigger type that matches the customer event.
- Click Add Action.
- Choose an action, such as Send Mail, Add Tag, or Send Employee Notification.
- Click Save.
View SOP execution details
- In Email Marketing > Email SOP, click the name of an existing SOP to open its execution data. For a campaign SOP, open the campaign’s SOP tab and click the SOP name.
- Review the execution summary and the Trigger User List.
The screenshots below show a conference-registration SOP that sends an email after registration.
- In Trigger User List, click View Details for a user.
- Review the execution status, start and completion times, and the timeline of triggers and actions.
Expected result
Execution details show the times and actions for each triggered user’s SOP execution.