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How to send a welcome and a follow-up after store orders

Switch on a welcome email after a customer's first order and a follow-up some days after each order. Each waits in Reviews for approval.

Updated 2026-10-25

Once your store is connected, Otto can write two emails in your own words: a welcome after a customer's first order, and a follow-up a few days after an order, e.g. "Your order #1042 should have arrived by now. We hope you like it."

Where

Store → Order emails. Changing them needs a position that manages the business.

Steps

  1. Open Store → Order emails.
  2. Change the Subject and Email to your own words if you like. {first_name}, {order} and {business} are filled in for each customer. Press Save wording.
  3. For the follow-up, set Days after the order (1 to 60).
  4. Switch on Welcome after a first order, Follow-up after an order, or both.
  5. Within a minute of Otto reading a new order from your store, it writes the email. Each one waits in Reviews; press Approve to send it from your connected mailbox.

Who gets them

  • Only orders placed after you switched the email on. Switching it on never writes to past customers.
  • Only customers who agreed to marketing emails: your store says they did, or their Otto contact has Agreed to be emailed on.
  • Never a marketplace buyer (they are written to in the marketplace's own messages), an address that unsubscribed or bounced, or a cancelled order. This is checked again when you press Approve.
  • The welcome goes only for a customer's first order in Otto's copy of your store.
  • Each order gets each email at most once.

Good to know

  • The words are yours: no AI writes these emails.
  • Each email waits in Reviews unless you set its rule to Auto under Settings → Rules ("A welcome email after a store customer's first order", "A follow-up email some days after a store order").
  • Otto writes at most 25 of these emails for your business each time it checks, so switching one on never floods Reviews.

If it doesn't work

  • No emails appear. Check the customer agreed to marketing emails, the order was placed after you switched the email on, and, for the follow-up, that the days have passed.
  • "This customer has not agreed to marketing emails. Nothing was sent." Their consent changed after the email was written.
  • "No mailbox is connected, so this could not be sent." Connect a mailbox, then approve again.