👤 Managers and Technical Admins have access to these settings in Hook
Automate Customer Outreach with Conductor
Sending emails using automations allows you to proactively engage your customers by triggering personalised emails based on specific user behaviours or data trends. This ensure your team stays ahead of customer needs without requiring manual monitoring or repetitive outreach.
Scale Your Outreach: Send targeted messages to hundreds of users simultaneously without losing the personal touch.
Drive Product Adoption: Automatically nudge users who haven't explored key features or whose engagement has dipped.
Save Time: Let Hook automations handle routine communications based on real-time data.
You email account must be connected to Hook before creating automations using emails (instructions here).
How to Create an Email Automation
Follow these steps to create a new automation for sending emails
Ensure your email account is connected to Hook. Follow the instructions here.
Navigate to the Organisation settings > Automations.
Click Create automation button, enter a descriptive name and click Begin configuration.
Define Your Trigger ("When"): Select a trigger type. In the example below, User filters are met is used. Any other automation trigger can be used - see the full list of options in this article. Example: Select User filters are met, then Add filter and select User types = Power user.
Define Your Action ("Then"): Click the + icon next to Then... and select Send an email from the action list.
Configure email sender details
From: Select the sender's role (e.g. CSM, Account Manager etc). The sender must have their email account connected to Hook - find more details here.
Backup mailbox: Choose a fallback email address to ensure deliverability if a specific user isn't associated with a primary role.
Select whether to send the email contacts and/or users. Note this option will not appear when selecting the User filters are met trigger.
(Optional) Add a filter on Users to customise which users are sent the email. Note this option will not appear when selecting the User filters are met trigger.
Draft your email message - enter a Subject and email body. Alternatively, a saved email template can be used. Variables can be added to include details of the email sender, recipient, or the account. Click Insert variable to personalise the email.
(Optional) Deselect Include sender's email signature if needed. Find out more about configuring email signatures here.
Under When to resend, choose how often to send this email (e.g., "Never" or "After a period of time" and select the time period).
Select Finalise automation to save your changes. Activate the automation once saved by toggling the status from Inactive to Active.
Using Email Templates in Automations
Follow steps 1-8 in How to Create an Email Automation.
Select Use saved template.
Choose an email template from the dropdown menu. The templates that appear can be found in Email templates settings.
(Optional) Deselect Include sender's email signature if needed. Find out more about configuring email signatures here.
Under When to resend, choose how often to send this email (e.g., "Never" or "After a period of time" and select the time period).
Select Finalise automation to save your changes. Activate the automation once saved by toggling the status from Inactive to Active.
Select an email template from the dropdown list
❓Frequently Asked Questions
How do I send an email using a template?
Send emails using templates by selecting the Use saved template option and picking a template from the dropdown. You can create email templates in your Email Settings.
Can I CC or BCC other email addresses?
Support for CC and BCC is coming soon.
How do I send more than one email from the same automation?
Add another automation output by clicking the + button next to Then... and selecting Send an email again. Multiple emails can be sent from the same single automation trigger. Alternatively, you can add users to a cadence from an automation.
How can I check my emails have sent?
View the automation logs by selecting View logs on the Send an email automation output. Ensure the automation is saved and set to Active and that there is at least one customer or user that matches the filters selected in the automation trigger.
Select View logs to see the run history of the automation