Automations

Create automated SMS and email communication flows that react to customer activity or run on a schedule.

Automations help you stay in touch with clients without repeating the same communication tasks manually. Build a visual flow, choose what starts it, then add the steps Cuddles should follow.

Where to Find It

Go to Marketing > Automations.

Create a New Automation

1. Click +Create New, then select Start From Scratch or Start with a Template

2. Name your automation. Cuddles provides a default name, but you can replace it with something that is easier for your team to recognize.

3. Click Create. The Automation Wizard opens so you can configure the trigger and build the flow.

4. Choose a trigger type. Use an Event Trigger when the automation should react to something that happens in Cuddles, or a Scheduled Trigger when it should run on a recurring schedule.

5. Configure the trigger, then save it to open the visual canvas.

6. Use the + buttons on the canvas to add Delay, SMS, Email, or Split steps.

7. Review the flow and click Save. New automations are saved as Draft by default.

Event Triggers

Event triggers start when a matching action or date-based event occurs. Available triggers are grouped by business area and can include appointment activity, clients and leads, pet-related dates, and memberships or packages.

Examples include: Appointment Booked, Appointment Completed, Appointment Canceled, Client Created, Lead Created, Pet Birthday, Vaccine Expiring, Subscription Started, Package Sold, and other supported events.
You can add conditions when you only want the automation to run for specific clients, pets, services, locations, or other matching criteria.

Scheduled Triggers

Scheduled triggers run on a recurring schedule and start the automation for clients who match the criteria you choose.

1. Choose Scheduled Trigger.

2. Add one or more criteria to define who should enter the automation.

3. Choose Daily, Weekly, or Monthly.

4. Select the time the automation should run.

5. Save the trigger to continue to the canvas.

Build the Flow

Delay — wait minutes, hours, days, or weeks before the next step.
SMS — write a text message, use supported dynamic variables, preview the message, and keep the unsubscribe message included.
Email — configure the email step name, subject line, preview text, sender name, sender email, reply-to option, and sending rules.
Split — send clients down Yes or No branches based on conditions. Each branch can contain its own Delay, SMS, and Email steps.

Note: Nested Splits are not supported. A Split can branch the flow into Yes and No paths, but another Split cannot be added inside either branch.

Manage Saved Automations

Saved automations appear in the Automations list with their name, status, trigger, created date, and last updated date. Use the three-dot menu on a row to edit or delete an automation.

Tip: Use clear names such as “New lead follow-up” or “Appointment reminder sequence” so your team can understand the purpose of each automation at a glance.

Summary

Automations give you a visual way to build repeatable client communication flows using event or scheduled triggers, conditions, delays, SMS, email, and branching logic.