Overview

Creating a Flow allows you to automate customer communication based on specific customer actions, behaviors, or lifecycle events.

Unlike campaigns, which are sent manually to a selected audience, flows continuously monitor customer activity and automatically execute actions whenever a customer meets the configured entry criteria.

Flows can be used for:

The creation process consists of four major stages:

Once these steps are completed, the automation is ready for workflow design.

Step 1: Open the Flows Page

To begin:

This opens the flow creation workflow.

Step 2: Choose a Creation Method

EVA allows flows to be created in two different ways.

Start from Scratch

This option creates an empty automation framework.

Use this when:

Use a Template

This option starts with a pre-built automation structure.

Templates provide predefined:

Common examples include:

Templates can be modified later after creation.

Select the desired option and continue.

Step 3: Configure Flow Setup

The Flow Setup step defines the basic structure of the automation.

Flow Name

Enter a descriptive name for the flow.

Examples:

Using clear naming conventions makes automation management easier as additional flows are created.

Flow Type

Depending on the selected workflow, EVA may display flow-specific setup options.

These settings establish the initial framework before triggers and automation logic are configured.

Template Information

If a template was selected during the previous step, EVA displays template information and configuration details.

Review the setup and continue to the next stage.

Step 4: Complete the Essentials Configuration

Screenshot: Essentials screen

The Essentials section contains the core configuration required before customers can enter the automation.

These settings define how the flow operates and how communication is delivered.

Basic Flow Information

Review and confirm:

This information helps identify the automation throughout the platform.

Communication Configuration

The Essentials section establishes the communication foundation used throughout the flow.

Depending on the selected flow type, this may include:

These settings become the operational baseline for the automation.

Flow Readiness

Before proceeding, verify that all required fields have been completed.

Completing the Essentials step ensures the flow is properly configured before entry conditions are defined.

Step 5: Select an Entry Trigger

Every flow requires an entry trigger.

A trigger defines the event that causes a customer to enter the automation.

EVA organizes triggers into categories to simplify selection.

Recommended

Commonly used automation triggers.

Your Metrics

Store-specific events and customer actions.

All Triggers

The complete trigger library available to the workspace.

Examples include:

Select the trigger that best matches the customer journey you want to automate.

Step 6: Configure the Trigger

After selecting a trigger, EVA displays trigger-specific settings.

Configuration options vary depending on the selected trigger.

These settings may include:

Trigger configuration determines which customers are eligible to enter the automation.

Carefully review these settings before continuing.

Step 7: Review the Initial Flow Structure

Screenshot: Flow Builder showing entry trigger

After saving the trigger configuration, EVA generates the initial flow structure.

The selected trigger becomes the entry point of the automation.

At this stage:

The automation is now ready for workflow design inside the Flow Builder.

Step 8: Add Automation Steps

Click the + Add Step button beneath the trigger.

This opens the step selection menu, where actions can be added to the automation.

Steps are organized into categories to help structure the customer journey.

Step 9: Select the Appropriate Step Type

Available step categories include:

Messaging

Used to send communication to customers.

Available messaging actions include:

Logic

Used to control how customers move through the flow.

Available logic actions include:

Data

Used to interact with customer information and audience structures.

Available data actions include:

Select the action that best matches the desired customer journey.

Step 10: Configure Flow Actions

Each step includes its own configuration settings.

For example, Email steps allow users to configure:

Other step types provide their own settings depending on the selected action.

Configure each step carefully before continuing.

Step 11: Continue Building the Customer Journey

Screenshot: Flow Builder with multiple connected steps

Additional steps can be added at any point in the automation.

As steps are connected together, the flow evolves into a complete customer journey.

Common flow structures include:

Continue adding and configuring steps until the desired automation sequence is complete.

Step 12: Save or Publish the Flow

After configuring the workflow:

Save the flow to preserve the current configuration.

The flow can then be further edited, tested, activated, or published depending on your automation strategy.