# Instant's help docs This website contains our help docs. This document concatenates all help docs in one file so LLMs do not have to scrape the entire website. Searching the contents of this file should give you the answers you need. ## The basics - Instant AI is our primary product. Instant AI completely automates email marketing for online retailers, from automated flows to email campaigns. If we refer to a product simply called _Instant_, we either mean Instant AI, or the overall suite, encompassing both Instant AI and it's add-ons. - Instant Audiences is an add-on for ESPs like Instant AI and Klaviyo. It analyses a merchant's web traffic and tells your marketing systems who to email. ## Use Shopify Flows to score and tag shoppers for segmentation By using Shopify Flows to automatically tag shoppers based on their behaviour, you can build a layer of custom intelligence that flows directly into Instant AI's segmentation, flow exclusions, and smart content rules. Shopify Flows is a native automation tool built into Shopify. It lets you trigger actions — including adding or removing customer tags — based on events in your store: purchases, order count, spend thresholds, product categories bought, and more. You don't need to tag customers manually. Flows does it in real time as shoppers meet your criteria. Instant AI reads Shopify customer tags automatically, within 1 to 2 minutes of a tag being applied. Any tag you create in Shopify becomes immediately available as a filter in Instant AI. [Learn more about Shopify Flows](https://help.shopify.com/en/manual/shopify-flow) --- ## Six ways to use tagging strategically ### 1. The gift recipient who becomes a buyer Tag: `gifted-by-someone` When a customer's first order has a shipping address that differs from their billing address, there's a good chance the purchase was a gift. Tag that shopper as `gifted-by-someone`. Their first self-purchase is one of the highest-intent moments in your entire customer base. It means they loved the product enough to come back and buy it for themselves. That moment deserves its own campaign — not a generic welcome flow, not a standard promo. The campaign writes itself: *"Treating yourself this time?"* Set up a Shopify Flow to apply the tag when billing address does not match shipping address on a first order. Then build a segment in Instant AI that targets `gifted-by-someone` shoppers who have since made a second purchase under their own details. --- ### 2. The shopper who only buys on sale Tag: `coupon-redeemer-only` Some shoppers have never paid full price. They open your emails, they click your links — but they only convert when there's a discount involved. The instinct is to keep sending them offers. That's a trap. Tag this cohort with `coupon-redeemer-only` using a Shopify Flow that fires when every order a customer has placed includes a discount code. Then run a deliberate test: send them a campaign with no discount at all. Use social proof, product storytelling, and scarcity signals instead. Some will convert. That's margin you were leaving on the table. The ones who don't convert tell you something equally useful — they were never real customers, just discount hunters. Suppress them from future sends and protect your sender reputation. --- ### 3. Your founding-era customers Tag: `founder-era` Your first few hundred customers are not like everyone else. They found you before the growth, before the press, before the ads. They took a chance on you. Most brands eventually stop treating them differently. They get lumped into the same segments as customers who bought last week. That's a mistake. Use a Shopify Flow to tag any customer whose first order was placed before a specific date — your first 500 customers, your pre-launch cohort, whoever those people are for your brand. Tag them `founder-era`. Then build a completely separate campaign track for this segment. Founder notes. Behind-the-scenes content. First access to new products. Never a generic promo. The communication should feel like a letter to an old friend, not a broadcast to a list. The economics are obvious: your most loyal, highest-LTV customers deserve your most personal messaging. The cost of doing this is almost zero. --- ### 4. Lead scoring Tags: `score-hot`, `score-warm`, `score-cold` Instead of treating all shoppers on your list as equals, assign each one a cumulative score based on their behaviour. Shopify Flows tallies the score and applies a bucket tag in real time. A simple scoring model might look like this: | Behaviour | Points | Why it matters | |:---|---:|:---| | Made a purchase | +10 | Proven buyer | | Second purchase | +15 | Repeat intent, your best signal | | Order value over $150 | +10 | High-value shopper | | Clicked an email | +5 | Engaged, even without buying | | Referred someone | +20 | Advocacy, weight it highest | | Only buys on sale | -10 | Discount-dependent margin risk | | No purchase in 90 days | -10 | Cooling off, needs re-engagement | Shopify Flows writes a tag like `score-hot`, `score-warm`, or `score-cold` as shoppers move between thresholds. You decide what the thresholds mean for your business. A brand selling supplements might weight repurchase frequency heavily. A brand selling luxury goods might weight AOV and referrals. The model reflects what your business actually values. In Instant AI, use the tags like this: - **`score-hot`** — First access to new drops, no-discount campaigns, high-trust copy - **`score-warm`** — Social proof campaigns, soft urgency, second-purchase nudges - **`score-cold`** — Re-engagement campaign, and if they don't respond, suppress entirely to protect deliverability --- ### 5. The shopper who signed up for your sale Tag: `sale-signup` Big sales are where a lot of brands make their year. Father's Day, Black Friday, a product drop — the shoppers who raise their hand before it starts are your warmest possible audience for that launch. They've told you they're interested, and they're waiting to hear from you. Capture that intent with a sign-up. When a shopper signs up for your upcoming sale, through a Shopify form or a password-protected pre-sale page, add a tag like `sale-signup`. Then trigger a custom flow off that tag to build anticipation, share the details, and tell them the moment the sale goes live. This one works a little differently to the tags above. The tag comes from a sign-up rather than shopping behaviour, and instead of filtering a flow it triggers one. Set up your Shopify form to apply the tag on submission, make sure that tag also grants email marketing consent (otherwise the shopper can enter the flow but won't receive email), then build a custom flow in Instant AI with the tag as its trigger. The flow sits above your other flows, so a shopper still gets everything else they're valid for, like your welcome flow. --- ### 6. The 1-in-100 competition winner Tag: `competition-winner` Competitions are a fast way to grow your list and create a bit of theatre around your brand. One of the most effective formats is "1 in every 100 entrants wins" — it gives every entrant a real reason to hope, and it gives you a group of genuine winners to celebrate. Run it with a Shopify form and a tag. Set up the form to collect entries, then add an automation so that 1 in every 100 submissions gets an extra tag like `competition-winner`. That winner tag triggers a custom flow that tells them they've won and what to do next. If you want to talk to everyone who entered, give all submissions an entry tag as well and trigger a separate flow off that. As with the sale sign-up, make sure any tag you send off grants email marketing consent, then build the custom flow in Instant AI with the tag as its trigger. And you can reuse the same winner tag later — filter a one-off campaign to it if you want to retarget winners, or use it in a smart rule to show winners different content inside a shared send. --- ## Where to use these tags in Instant AI Once a tag exists in Shopify, it's available across three places in Instant AI. ### Campaign segments Build a segment that filters on a specific Shopify tag and save it for reuse. Any campaign you send can then target or exclude that segment directly. Segments recalculate at send time, so you're always working with the current state of your list. [How to create and save segments in Instant AI](https://help.instant.one/how-to-create-and-save-segments-in-instant-ai) ### Flow exclusions Exclude tagged shoppers from specific flows entirely. A shopper tagged `score-hot` probably doesn't need a browse abandonment email. A shopper tagged `founder-era` shouldn't be getting your standard welcome sequence. Tags let you skip the right people from the right flows without touching your flow setup. [How to exclude shoppers from flows using Shopify tags](https://help.instant.one/how-to-exclude-certain-shoppers-from-receiving-instant-ai-emails) ### Smart rules Use tags as conditions inside your emails to show different content blocks to different shoppers — within the same campaign or flow. A single campaign can show a VIP early-access block to `founder-era` shoppers, a loyalty reward block to `score-hot` shoppers, and a standard offer to everyone else. One send, multiple experiences. [How to manage rules in your emails](https://help.instant.one/how-to-manage-rules-in-your-emails) --- ## The underlying principle Tags don't have to just describe who a shopper is. The most useful tags describe what they need next. Build your tagging strategy around that question and your segmentation will do work that no out-of-the-box filter can match. Article URL: https://help.instant.one/shopify-flows Keywords: ## Using Claude and ChatGPT with Instant's product documentation Instant’s help docs are now LLM-friendly. We publish all of our documentation to [a single, LLM-optimised text file](/llms.txt). To make Claude or ChatGPT an expert on Instant, tell it about our `llms.txt`. You can do this in your *custom instructions* for [Claude](https://support.claude.com/en/articles/10185728-understanding-claude-s-personalization-features#h_56148f4c09) or [ChatGPT](https://help.openai.com/en/articles/8096356-chatgpt-custom-instructions) to make it aware across all future conversations. *e.g.,* > I use Instant AI for email marketing. Instant's product documentation lives here in this single text file: https://help.instant.one/llms.txt — if I ask you about Instant, or email marketing, always refer to this documentation. Article URL: https://help.instant.one/documentation-for-llms Keywords: ## Can I lazy load Instant's pixel? We do not recommend lazy loading Instant’s pixel. By default, browsers try to load a webpage’s images, scripts, styles, and other assets as soon as the page starts loading. This can slow down page speed, especially when the page includes large images or heavy third-party scripts. [Lazy loading](https://developer.mozilla.org/en-US/docs/Web/Performance/Guides/Lazy_loading) delays some assets until after the main page content has loaded. It is most commonly used for images, but some brands also use it for third-party scripts, such as analytics tools, live chat widgets, review widgets, advertising pixels, and personalisation tools. Lazy loading can improve page speed, but it also creates a trade-off: delayed scripts may not always run in time. For Instant’s pixel, this can cause problems. For example, if a shopper leaves the page before the pixel has loaded, Instant may not receive the event. Some lazy-loading methods can also fail to load the pixel consistently, which can lead to more dropped events. Dropped events mean fewer abandonment emails. Fewer abandonment emails mean less recovered revenue. While lazy loading is a good approach for non-essential assets, Instant’s pixel is already highly optimised for page load performance. Because it directly supports revenue recovery, it should load with the initial page load rather than being lazy loaded. Article URL: https://help.instant.one/lazy-loading Keywords: ## How to use Rules in your campaigns Rules let you show different content to different shoppers within a single campaign. Segmentation in campaigns matters, but you shouldn't have to build 3-4 versions of the same campaign just to vary the messaging slightly. Rules change that. Instead of duplicating a campaign for each cohort, keep one campaign and add Rules wherever you want the content to change. You control which blocks appear based on filters like shopper location, purchase history, cart activity, or Shopify tags. In campaigns, Rules work by adding a new conditional block into the email, and the block only appears for shoppers who meet the condition. --- ### **What filters are available in Rules** When you create a Rule, you set the condition using a filter. The available filters are: - **Location** — Target shoppers based on their country. - **Purchased** — Filter based on purchase history, including specific products, total spend, or date range. - **Viewed** — Target shoppers who have viewed specific products or collections on your site. - **Added to Cart** — Target shoppers who have added items to their cart. - **Active on Site** — Target shoppers based on recent activity on your site. - **Email** — Filter based on email address information on the profile. - **Phone** — Filter based on phone number information on the profile. - **Profile Attributes** — Filter based on custom attributes stored on a shopper's profile. - **Email Activity** — Target shoppers who have opened or clicked an Instant email. - **Shopify Tag** — Match shoppers based on their Shopify customer tags. - **Subscription** — Filter based on a shopper's subscription status (e.g. email or SMS). **Else conditions** You can chain multiple conditions onto a single Rule using **else** logic. Conditions are evaluated in order: if the first condition is met, that block shows. If not, the next condition is evaluated, and so on. If no conditions are met, nothing shows in that spot. --- ### **Adding a Rule block to your campaign** 1. Go to **Campaigns** in your Instant AI dashboard and open the campaign you want to edit 2. In the panel on the left, select the **Rule** block, 4. Click **Select filter** in the left panel and choose your filter type 5. Configure the filter conditions and click **Apply** 6. Select a block type to show when the condition is met 7. To add additional else conditions, click **+ Add condition** 8. Click **Save Changes** when done --- ### **Deleting Rules** There are three levels of deletion when editing a Rule block: - To remove a single block from within a condition, click on the block you want to remove and click the trash icon at the top of the menu - To remove a single condition from the chain, click the trash icon next to that condition - To remove the Rule block entirely, click the trash icon in the top right of the Rules panel --- ### **Previewing Rules** While editing, you can check how your Rules will look using Preview mode. 1. Toggle **Preview** on in the top right of the editor 2. The campaign switches to a compiled read-only view, a green banner appears at the top showing **Previewing [campaign name]** by default 3. Click the dropdown on the banner to switch to a specific Rule variation, the banner updates to **Previewing rule [rule name]** and the email updates to show that rule's content 4. Toggle Preview off to return to editing --- **FAQ** **Can I apply a Rule to an existing block in a campaign?** No. In campaigns, Rules only work as new conditional blocks you add into the email. Applying a Rule to an existing block is only supported in flows, where blocks can be shared across multiple touchpoints. **Do Rules work on every step of a multistep campaign?** Yes. You can add Rule blocks on any step of a multistep campaign, so each touchpoint in the sequence can carry its own conditional content. **What happens if a shopper doesn't match any condition?** Nothing renders in that spot for that shopper. The rest of the campaign sends as normal. **Can I use different filter types in the same Rule?** Yes. Each condition in a Rule can use a different filter, so you can chain a Location condition, then a Shopify Tag condition, then an Added to Cart condition in the same block. **Can I schedule a Rule to appear or disappear on a specific date?** Date-based Rules are not currently supported in campaigns. Because campaigns are sent at a specific point in time, you control timing through the campaign's send schedule rather than through a Rule. Scheduled date Rules are available in flows. --- For more on using Rules in flows, including how to apply a Rule to an existing block and schedule date-based Rules, see [How to manage Rules in your Emails](https://help.instant.one/how-to-manage-rules-in-your-emails/). Article URL: https://help.instant.one/how-to-add-rules-to-campaigns Keywords: ## Instant Release Notes | Q2 2026 ## Advanced Filter in Segmentation Released 26 June 2026 ### What's new? - Add a filter of type "Advanced" to build your own custom filter when a standard filter type doesn't cover what you need - Selecting Advanced opens a modal where you can combine AND/OR logic across different filters, or build grouped and nested conditions - Your standard filters work exactly as before, Advanced is there only when you want to go further - Find it when adding a filter in Segmentation, then choose filter type "Advanced" ### Impact Most segments are straightforward, and the standard filter types cover them out of the box. But sometimes you need logic that a single list of filters can't express: a mix of AND and OR conditions, or filters grouped and nested inside each other. The Advanced filter gives you a space to build exactly that combination, without turning the rest of your segmentation experience into a query builder. If you don't need it, nothing changes. If you do, it's there. ![Advanced segments](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20Product%20Videos/advanced-segments.gif) --- ## Shopper Language Localisation Released 19 June 2026 ### What's new? - Turn on Shopper Language localisation to have your AI-written flow copy generated in the language each shopper was browsing your store in - Instant works out each shopper's language automatically from the country and language they selected while browsing, so it is unique to every shopper - Localises AI-written copy only: subject lines and body copy blocks. Manual text, unsubscribe buttons, and other static content stay in your store's default language - Spelling and currency already localise automatically. This adds the language layer for AI copy on top - Applies to flows only - Off by default. Find it under Email Settings > Preferences > Shopper Language localisation ### Impact If you sell to shoppers in more than one country, your flow emails can now speak each shopper's language. Instant AI already matched spelling and currency to where a shopper was browsing. Now the AI-written copy can match their language too, so a shopper browsing in Germany receives German subject lines and body copy alongside Euro pricing. It works automatically for each individual shopper, with nothing to set up per language. [How does Instant AI manage multiple languages? →](https://help.instant.one/multiple-languages) ![Shopper language localisation](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20Product%20Videos/shoppers_localisation.gif) --- ## Change Your Fallback for Custom Fonts Released 18 June 2026 ### What's new? - Edit the fallback font on an existing custom font without recreating it - Click the edit button on the dropdown to manage the fallback - When creating a new font, pick your fallback at the same time [How to edit fallback fonts →](https://help.instant.one/fallback-fonts/) --- ## Pop-up Delay Released 15 June 2026 ### What's new? - Choose Short, Medium, or Long to influence when your signup form first appears to shoppers - Predictive opt-in and auto-optimised timing still run underneath, this adjusts the lean on first appearance rather than setting a fixed delay - Find it under Configuration > Signup form > Edit, on the Email capture step ### Impact Your signup form already uses predictive opt-in and auto-optimised timing to decide the best moment to show. Pop-up Delay lets you nudge that without overriding it: lean Long to let first-time visitors browse before being prompted, or lean Short to surface the form earlier and capture intent sooner. --- ## Default Segments Released 10 June 2026 ### What's new? - You now get four default segments automatically: Recently Abandoned Cart, Inactive Customers, Recently Purchased, and Never Purchased - They appear in your existing Segments list, ready to use right away - Edit or delete any of them at any time, they're a starting point rather than a permanent fixture - They work exactly like the segments you build yourself, so there's nothing new to learn ### Impact Building your first segment from a blank slate can be the hardest part of getting started. These four cover the most common ways merchants group their shoppers, so you can see what segmentation can do and start sending to a useful audience straight away. Keep the ones that fit how you sell, tweak them, or clear them out entirely. They're there to make the first step easier, not to lock you in. ![Default segments](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20Product%20Videos/preset-segments.gif) --- ## Recipient's Local Time Released 9 June 2026 ### What's new? - Schedule a campaign to reach every recipient at the same local time, instead of one fixed time in your store's timezone - Set it under Instant AI > Campaigns > Overview > Timezone, then click the pencil icon - The setting applies to every email in the campaign - We work out each recipient's timezone from their address and enriched profile data, so there's nothing to tag or import - If we can't determine a recipient's timezone, or their local send time has already passed, they send in your store's timezone instead [How to send campaigns in your recipient's local timezone →](https://help.instant.one/send-campaigns-in-your-recipients-local-timezone/) ![Sending campaigns in recipient's local timezone](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20Product%20Videos/recipients%20timezone.gif) ## Easier breakdown of your subscription Released 4 June 2026 ### What's new? - See how much of your subscription you've used each month, with your total usage shown at a glance - Click in for a full breakdown of the flows and campaigns usage you have left for the month, when your next billing period starts, and how to get in touch to upgrade - SMS usage is included, so you can monitor your spend - On a trial? You'll see a temporary breakdown instead ![Usage page](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20Product%20Videos/Billing-Page.gif) --- ## Brand Kit Released 3 June 2026 ### What's new? - Brand Kit is the home for controlling the look and feel of everything in Instant, all in one place - We automatically build it from your store, so it already reflects your fonts, heading styles and brand details, applied to your emails - It picks up the granular detail: H1/H2/H3 styling, whether your CTAs are uppercase, whether your images have curved edges, and more - To change anything, open your Brand Kit and click edit - Find it under [nav path] ### Impact Controlling how your emails look is one of the most common things brands ask us for. Small things like padding, bolding a line of text, or matching your heading styles to your site. Brand Kit brings all of that into one place. You set your look and feel once and Instant applies it everywhere, instead of adjusting individual emails. And because we build it from your store automatically, your Brand Kit already matches your fonts, heading styles, CTA casing and image styling, so it's working for you from day one. [How does the Brand Kit work? →](https://help.instant.one/how-does-the-brand-kit-work/) ![Brand Kit](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20Product%20Videos/brand%20kit.gif) --- ## Brand Kit Fonts and Headings in the Text Editor Released 3 June 2026 ### What's new? - Apply your brand kit H1, H2, H3, and body styles directly in the text editor with a single click - Manually override to a custom font, including Google Fonts, whenever you need it - Manage your headings and fonts in the brand kit: change a style there, or upload more fonts there, and they're ready to select in the text editor for every future campaign ### Impact Keeping a campaign on-brand used to mean restyling each heading by hand. Now your brand kit's H1, H2, H3, and body styles are a click away in the text editor. Change a style in the brand kit and it flows through to every future campaign, so you set it once and write content without fiddling with formatting. Need a font we don't include by default? Upload it to the brand kit, or override to a Google Font directly in the text editor. ![Text editor brand kit](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20Product%20Videos/text%20editor%20brand%20kit.gif) --- ## Smart Rules in Campaigns Released 19 May 2026 ### What's new? - Change parts of a campaign email based on who's receiving it, so you can send one campaign with content tailored to different shoppers instead of duplicating it for each segment - Add a Smart Rule block anywhere in your campaign and set a filter for who should see it - Filter by location, purchase history, email activity, Shopify tag, or a scheduled date range - Chain conditions together with If / Else if logic, so different shoppers can see different content in the same slot - Preview any rule's output with the Preview toggle before sending - Works alongside your existing campaign segment, so you can target broadly and still tailor the content inside ### Impact Most marketers solve this problem by duplicating the campaign for every segment. One for US, one for AU, one for first-time buyers, one for VIPs. That's a lot of campaigns to build, schedule, and report on for what is really one message with a few variations. Smart Rules let you send one campaign with content that adapts to each shopper. A US-specific free shipping banner for US shoppers, an AU-specific offer for Australian shoppers, a VIP banner for repeat buyers, a first-time buyer offer for new shoppers, all in the same send. One email, one analytics view, every shopper sees something written for them. [How to use Smart Rules in Campaigns →](https://help.instant.one/how-to-use-smart-rules-in-campaigns) ![Adding Rules to Campaigns](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/help%20Documentation%20images/Adding%20Rules%20to%20Campaigns.gif) --- ## AI Subject Lines in Campaigns Released 19 May 2026 ### What's new? - Every shopper now gets a unique subject line and preview text, written for them, on every campaign you send - Instant reads your full campaign (including text, images, and messaging) and combines it with what we know about each shopper, whether they've bought before, browsed recently, or abandoned a cart, to generate a unique subject line and preview tailored to your campaign and where they are in the buying cycle - Turn it on with a single toggle in any campaign - View a live log of every subject line in `Campaigns` > `Activity` as emails go out - Works on every step of a multistep campaign ### Impact Personalised AI subject lines have always been one of the strongest parts of Instant AI in Flows. Now they work the same way in Campaigns. For most brands, a campaign subject line is a guess. You write one line, send it to everyone, and hope it lands. Some brands A/B test, but that just means you pick the better of two guesses for one audience. Now, every shopper gets a subject line written for them and the campaign they're about to receive. A first-time visitor gets a different angle to a repeat buyer, who gets a different angle to someone who just abandoned a cart. One campaign, thousands of subject lines, one toggle. [How to use AI Subject Lines in Campaigns →](https://help.instant.one/how-to-use-ai-subject-lines-in-campaigns) ![AI Subject Lines in Campaigns](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/help%20Documentation%20images/AI%20Subject%20Lines%20in%20Campaigns.gif) --- ## Custom Event Mapping Released 8th May 2026 ### What's new? - Replace Instant AI's default Shopify product data (price, image, name, description, compare at price) with values from your own product metafields - Useful for stores that sell personalised or custom products, run member or wholesale pricing, use email-specific creative, or store rich product data in metafields - Set the source for each field once, and Instant uses your custom data across every flow email automatically - Supports both single-value and JSON metafields, with dot-notation paths to pull a specific value from structured data - Choose what happens when a product is missing the metafield: fall back to the standard Shopify value, or suppress the field entirely - Turn mappings on and off with a single toggle, no need to republish flows - Find it under `Configuration` > `Email Settings` > `Event Mapping` ### Impact For most stores, Shopify's standard product fields are exactly right and emails work out of the box. But a few merchants have richer product data sitting outside the standard fields. Brands may run VIP member pricing that needs to show in emails instead of their regular compare at price. Or maybe a custom print company need cart abandonment emails to display the actual custom photo a shopper uploaded during checkout, not a generic product mockup. These brands solve the same problem the same way, by storing the data they care about in custom fields instead of Shopify's standard ones. You can configure a mapping once, and everywhere we can, we'll replace that event with what you want to use instead. [How to use Custom Event Mapping →](https://help.instant.one/how-to-use-custom-event-mapping) ![Custom event mapping](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/custom_event_mapping.gif) --- ## Unsubscribe Rates on Individual Campaigns Released 8th May 2026 ### What's new? - You can now see the unsubscribe rate for each individual campaign in campaign analytics - Previously, unsubscribe rates were only available as a combined total across all campaigns in the Deliverability Dashboard - Open any campaign to see its unsubscribe rate alongside the other performance metrics --- ## SMS in Campaigns Released 5th May 2026 What's new: - Add an SMS step to any multi-step campaign, in any combination with email - Apply one segment to your entire multi-step campaign and we'll automatically work out who can receive SMS, who can receive email, and who can get both - Brand prefix and unsubscribe line are added automatically, with character limits enforced live in the editor - SMS revenue, clicks, and engagement report alongside email in your campaign analytics - Every SMS is kept to a single message, so it's a predictable cost, per SMS, every time - Available for Australian phone numbers only. International numbers are skipped automatically. ### Impact The best marketing managers know it's not about email vs SMS. It's both working together. Most brands launching a sale will have different messaging for SMS and email, but use them together to make an announcement. You might send a high volume of emails leading up to a sale to build hype, then add an SMS announcement the moment the sale goes live. Or you might use SMS for an extra nudge right before a sale ends to make sure you've maximised conversions. That pattern is known to convert, and an SMS strategy should always be interwoven with your email strategy. That's why every multi-step campaign in Instant supports both, in any combination, to help you drive the message home. [How to send an SMS Campaign with Instant AI →](https://help.instant.one/how-to-send-an-sms-campaign-with-instant-ai) ![sms-multi-step](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Product%20Updates%20Feed/sms-multi-step.gif) --- ## SMS Prefix now supports up to 12 characters (for Australia) Released 1st May ### What's new? - All SMS from Instant AI require a brand prefix - This aligns with Australian requirements every SMS must have the business name - You can select a short prefix or long prefix - If selecting a short prefix, you'll be allowed up to 4 characters and can personalise the url link and your prefix name - If selecting long prefix, you'll be allowed up to 10 characters, but no customisations of the url link - Any changes you make to your SMS settings will apply to every SMS sent including flows and campaigns ![SMS Prefix now supports up to 12 characters](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Product%20Updates%20Feed/SMS-prefix-AS.gif) --- ## Improved breakdown of filters in past Campaigns Released 1st May ### What's new? - Campaigns with long and complex filters are now easier to navigate with an easier UI - If you have a long list of filters, simply hover over the filter chip to see a breakdown ![Improved breakdown of filters in past Campaigns](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Product%20Updates%20Feed/filtersincampaigns.gif) --- ## Upload Custom Fonts Released 28th April 2026 ### What's new? - You can now upload your own custom font file to use across your Instant AI emails - Go to Settings > Email Settings > Custom Font, select Upload Font, and upload a WOFF2 file - Add multiple weights (Regular, Bold, etc.) for the same font family - Once uploaded, your custom font applies to all text in your emails — both headings and paragraphs - Your Default Font is still required and acts as the fallback for email clients that don't support custom fonts --- ## Add a Google Font Released 20 April 2026 ### What's new? - You can now pick one Google Font and apply it across every email Instant AI generates - It applies to everything, including all text across Flows and campaigns Campaigns - Set it under Settings > Email Settings > Style > Custom Font (Optional) - Your existing Default Font remains as the fallback, so recipients in clients that don't support web fonts still see a clean, on-brand email ![Adding Google Fonts to emails](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Product%20Updates%20Feed/font-selector.gif) --- ## CSV Export Released 14 April 2026 ### What's new? - You can now export your Shoppers list as a CSV directly from the Shoppers page - Go to Shoppers > Select Menu in the right corner > Export as CSV - You can also export Flow Activity from any flow's Activity tab - Go to Flows > Select Flow > Activity > Download button in right corner - Both exports reflect whatever filters you have applied, so you can filter first and download exactly what you need ![CSV Export](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Product%20Updates%20Feed/download-csv.gif) --- ## Custom Attribution Windows Released 13th April 2026 ### What's new? You can now customise the attribution window Instant uses to measure email and SMS revenue, directly from your settings. - By default, Instant uses a 5-day open/click window for email and a 1-day click window for SMS, matching Klaviyo's standard settings - Switch to Custom to set your own open and click windows independently for email and SMS - Set either value to 0 to remove that interaction type entirely, for example, 0 open days and 1 click day gives you a 1-day click-only model - Email and SMS are configured separately, reflecting how the two channels are measured differently across the industry - Changes apply retroactively and immediately, your full dashboard and flow analytics update the moment you save, so you can compare what any period looks like under a different model - Find it in Settings > Email Settings > Preferences > Attribution window [Learn more about how attribution works →](https://help.instant.one/how-does-instant-ai-attribute-email-revenue) [How to customise your attribution window →](https://help.instant.one/how-to-customise-your-attribution-window) --- ## More ways to conditionally show email content with Rules Released 10th April 2026 ### What's new? - Instant AI now lets you manually create dynamic content within your emails - Instead of one email for everyone, you can now tailor the design based on who's receiving it. Certain customers can get one image, others might get another. - Use cases like, Show a sale banner only during your sale, then it auto-disappears, a different hero for repeat buyers, or exclusive content for subscription customers - Rules are filters you apply to blocks inside your email, so we know which block we should use for which customer, without altering any flows - There are two ways to use Rules: insert a new block that only appears when a condition is met, or replace an existing block with a different version for specific customers - You can chain multiple conditions together — if the first isn't met, Instant tries the next, and so on - Filter by location, purchase history, email activity, Shopify tag, or a scheduled date range - Date-based Rules activate and expire automatically — set it once and your emails update themselves - Replacing an existing block updates it everywhere it appears across all your emails at once Read more about how to manage rules with our documentation [here](/how-to-manage-rules-in-your-emails) ![Conditionally show email content with Rules](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Product%20Updates%20Feed/shopper-rules.gif) --- ## More design options for buttons and dividers Released 10th April 2026 ### What's new? - There are now more design options when editing buttons and dividers - This is useful when editing campaigns, and needing to override your brand defaults - The new options show when editing colours, width, radius, outline, alignment & more - These are once off *overrides* and won't apply to other blocks or impact your brand ![More design options for buttons](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Product%20Updates%20Feed/custom_button.gif) Article URL: https://help.instant.one/instant-release-notes-q2-2026 Keywords: ## Understanding Your Campaign Deliverability

Deliverability shows how many emails reached your customers and what happened to the ones that didn’t. This breakdown helps you monitor list quality and sending performance for each campaign

Where to Find Deliverability Insights

  1. Open your Campaigns page in Instant AI.

  2. Click into the specific campaign you want to review.

  3. Go to the Performance tab.

  4. In the Interaction section, select Deliverability.

You’ll now see a detailed view of how many emails were submitted, delivered, blocked, bounced, or dropped.


What Each Status Means

Submitted
The total number of emails Instant AI attempted to send for that campaign. Everyone who met your campaign criteria is counted here.


Delivered
Emails that were successfully accepted by the recipient’s email server (e.g., Gmail, Outlook). Delivered means the message reached the recipients server and your reputation allowed it to be delivered. 

Blocked
Emails that were rejected before delivery by the mailbox provider. Blocked emails may succeed in future sends if the issue is temporary. Reasons may include:

Bounced
Emails that could not be delivered because the address is invalid or unreachable. Bounced contacts are automatically suppressed to protect your domain reputation. Examples include:

Dropped or Skipped

Emails our sending partners did not retry because a recent attempt to that same address previously failed. This typically happens when:

These contacts are not unsubscribed and remain in your list. They may receive future emails if the mailbox becomes deliverable again.

Article URL: https://help.instant.one/understanding-your-campaign-deliverability Keywords: ## Why isn't my Instant dashboard displaying revenue from all of my Instant flows? Discrepancies in your dashboard revenue could be linked to recent changes in your Instant flow setup.

If you're seeing discrepancies in the revenue displayed on your dashboard, it could be due to recent changes in your Instant Audiences flow setup.

To ensure all revenue is properly reflected in your Instant dashboard, please follow the steps below.

  1. Ensure relevant flows include "Instant Audiences" in their flow name. 

    For your Audience flow to be included in dashboard reporting, the flow name must include the term "Instant Audiences". This keyword is used to filter and identify relevant flows for accurate reporting.

  2. Double-check that relevant flow are Not Archived.

    If you've recently archived a high-revenue flow while adjusting your setup, this could explain a sudden drop in reported revenue. As archived flows do not contribute to dashboard reporting, please ensure that the flows you want to track are not archived. 

  3. Verify that the Flow is Live or in Draft Status

    Your dashboard will only track flows that are either Live or in Draft. To ensure your flow is tracked, confirm flows you'd like to track either Live or in Draft status.  

Article URL: https://help.instant.one/archived-flows-vs-unarchived-flows Keywords: ## What are the Instant order statuses?

Orders placed through Instant are initially set to "Pending." During this period, customers have a five-minute window to cancel their orders. It has been noted that some merchants are starting to fulfil orders while they're still in "Pending" status, which poses a risk of dispatching orders before payment confirmation. This is problematic as these orders could be cancelled during this window. Once the window expires, the order status in Magento changes to "Processing," signifying that the order is finalised and payment has been secured.

Order Statuses:

Fulfilment Process:

Handling Cancellations:

Article URL: https://help.instant.one/instant-order-statuses Keywords: ## What is Instant Checkout?

Instant Checkout is an E-Commerce product that Increases Revenue for retailers by optimising the checkout experience. Instant is integrated into Big Commerce, Magento, Woo Commerce and Salesforce online stores.

For Shoppers, an Instant checkout is a one-step experience that is easy and secure. Instant saves payment and shipping information that can then be used to checkout across any Instant-enabled retailer.

Instants features help retailers tackle abandoned carts/ low conversions by improving the checkout experience and encouraging repeat customers.

*Please note that Instant Checkout is not compatible with Shopify

Article URL: https://help.instant.one/instant-checkout1 Keywords: ## Why is Instant sending through numerous Klaviyo metrics for a profile?

Instant may send multiple metrics for a single profile due to user interactions and behavior on the site.

This is expected behavior and is designed to ensure accurate tracking of a customer's journey.

This means that the volume of events reflects user activity, not website sessions. This may result in the number of events fired by Instant exceeding the number of site sessions, which is normal behaviour.
For example, if a customer refreshes the checkout numerous times, then multiple checkout started events will be fired for the same customer.

💡 For more in-depth information about what metrics Instant Audiences sends to Klaviyo, and when those metrics are fired, please refer to this article.

Why is the same Instant metric triggered numerous times for a single profile?

1.    Checkout progression
    • If a customer navigates through multiple stages of the checkout process or refreshes the checkout page, multiple events may be fired within a single session.
    • For example:
      • Refreshing the checkout page multiple times will trigger multiple Checkout Started events.
      • Progressing through various stages of the checkout process will re-trigger Checkout Started events.
        • For example, filling out personal information, or filling out address information.
      • Each Checkout Started event will also trigger a Page Viewed event.
      • Every time a Checkout Started event is fired, a Cart Viewed / Checkout Started event will also be fired.
2.    Customer behavior during shopping sessions
    • Customers navigating the site frequently or interacting with multiple pages will naturally generate a larger number of events, such as:
      • Product Viewed events when they visit product pages.
      • If a shopper visits the checkout numerous times, that shopper's Klaviyo profile will result in numerous Checkout Started and Cart Viewed / Checkout Started events.
      • Page Viewed events alongside other actions like Item Added to Cart events.

3.    Item Added to Cart events with multiple items

    • When a customer adds multiple items to their cart, each item generates a separate Item Added to Cart event for each item.

Why does Instant send metrics like this?

Instant’s behavior is designed to align with the needs of platforms like Klaviyo, which use these events to drive flows and automate customer engagement.

Here’s why this approach works:

  • Flow cooldowns prevent duplicate emails

    • Events are meant to trigger frequently, but flow cooldowns ensure that customers aren’t enrolled multiple times in short periods.
    • Flow cooldowns should be on all flows. To add a flow cooldown, add the following Profile filter to the flow filters.
       
    • With this flow cooldown setup, Klaviyo ensures flows (e.g., an abandoned cart email sequence) only enroll customers once every 7 days, regardless of how many events are fired.
    • Configure this 7 day cooldown to be longer if you wish, but 7 days is recommended as a minimum to ensure sufficient cooldown between enrollments.

  • Simplified flows

    • We send the Cart Viewed / Checkout Started event every time a Cart Viewed or Checkout Started event is triggered.
    • This enables brands to create a single flow for both Cart Viewed and Checkout Started, instead of creating separate flows for each of the events.
      • This makes flow management easier.

How do I prevent duplicate emails?

  1. Ensure sufficient flow cooldowns, minimum of 7 days

    • Ensure adequate cooldown periods for flows to prevent customers from being re-enrolled too frequently.
    • For example, a 1-hour cooldown will cause duplicate emails if a customer refreshes the checkout multiple times throughout a given day. Increasing the cooldown prevents this issue.

  2. Understand event frequency

    • Recognize that the volume of events reflects user activity, not website sessions. For example:
      • A customer viewing multiple products will generate multiple Product Viewed events.
      • Refreshing the checkout results in repeated Page Viewed and Checkout Started events. Progressing through a checkout will result in further Checkout Started events to fire.

  3. Review flows and triggers

    • Ensure your Klaviyo flows are set up to handle events intelligently.
    • Long enough flow cooldowns ensure that customers receive relevant emails without over-communication.

 

Article URL: https://help.instant.one/klaviyo-metrics-for-profiles Keywords: ## How to best optimise your email designs for Mobile

Most of your subscribers will open your emails on a phone, so getting the mobile experience right matters. Instant gives you control over how multi-column content behaves on smaller screens through the Stack on mobile setting on Layout blocks.

What Stack on mobile does

Stack on mobile is a per-block setting on any Layout block. It controls how the columns inside that Layout render on mobile devices, without changing the desktop view.

When to stack and when not to stack

We typically recommend turning Stack on mobile on for grids of product images. Stacked product images are larger, easier to tap, and better suited to the way people scroll on a phone.

We recommend turning Stack on mobile off when the composition of the Layout is part of the design and you want it to look the same on web and mobile. Common cases:

How to toggle Stack on mobile

  1. Open the campaign or flow email you want to edit.
  2. Click the Layout block you want to adjust.
  3. In the left panel, find the Stack on mobile toggle.
  4. Switch it On to auto-stack on mobile, or leave it Off to keep columns side by side.
  5. Save your changes.


Examples of a Layout Block with no stacking (left) or with stacking (right)

IMG_0862     IMG_0863

FAQ

Does this setting apply to every block? No. Stack on mobile is a setting on Layout blocks only.

What is the default? Off. Columns stay next to each other on mobile unless you turn the toggle on.

Can I use different settings on different Layout blocks in the same email? Yes. The setting is per Layout block, so you can stack a product grid and keep a feature row side by side in the same email.

Will my desktop view change if I turn it on? No. Stack on mobile only affects how the Layout renders on mobile.

Article URL: https://help.instant.one/how-to-best-optimise-your-email-designs-for-mobile Keywords: ## What is Instant's Engaged Filter for Campaigns?

Instant offers a default filter for "Engaged" that is available on all campaigns. 

Customers who are marked as engaged have either opened or clicked on an email in the nominated time period. If you have a Klaviyo integration, Klaviyo opens and clicks are also included in this filter. 

For example, if you used a filter such as "Engaged in the last 7 days" and had a Klaviyo integration, the result would be all customers who have opened or clicked on an email in the last 7 days from either Instant or Klaviyo

Article URL: https://help.instant.one/what-is-instants-engaged-filter-for-campaigns Keywords: ## How does Instant AI manage email sender to and from addresses?

When you onboard with Instant AI, we connect to your domain so we can send email on your behalf. That connection is what keeps your email authenticated and protects your deliverability, and every address you send from is built on it.

We connect using either your main domain or a subdomain. Our preference is your main domain wherever possible, but if that’s already in use or would impact your existing setup, we’ll automatically choose the best available subdomain to avoid disruption.

Your sending domain

This is everything after the @ on your sending address.

You only authenticate a domain once. After that, any address on that domain works without further DNS changes.

Your sending address

The part before the @ is set on a sender profile. Every brand starts with one default profile, created at setup, and every campaign and flow email sends from it unless you choose another one. For most brands that default is a noreply address on your domain or subdomain, such as noreply@yourdomain.com.

You can add more profiles so different email comes from different addresses on the same domain, for example founder@yourdomain.com for a personal note or support@yourdomain.com for help-style emails. See How to send emails from different email addresses.

Sender name

The name that appears in your recipients’ inboxes is the Sender name on the profile that sent the email. The address itself only becomes visible if they inspect the sender details.

Reply to address

Each profile has its own optional Reply to address, so replies to a founder email can reach the founder while replies to your regular marketing go elsewhere. If a profile has no reply to address, it shows No reply-to.

You’ll find all of this in Settings > Email Settings > Account, under Sender profile.

 


FAQ's

Can I change the address my emails come from?

Yes. Edit the From address on a sender profile, or add a new profile with a different address. You can change the part before the @, and the domain after it stays fixed to your authenticated sending domain.

Can I send from a completely different domain?

Not without authenticating it first. Add and verify the new domain, then set it as your active sending domain. See How to update your sending domain or subdomain with Instant AI.

How does Instant AI choose the subdomain if my main domain isn’t available?

We automatically detect the best available option, such as send, mail, or a similar subdomain, to minimise disruption and maintain alignment with your existing DNS setup.

What happens if I don’t set a “Reply to” address?

The profile shows No reply-to. Set a reply to address on any profile where you want a shopper who hits reply to reach an inbox you check.

Does the name in the inbox match my brand?

Yes. The display name comes from the Sender name on the profile that sent the email, so your default profile keeps your emails consistent and branded while a founder or support profile can show a different name on purpose.

Article URL: https://help.instant.one/how-does-instant-ai-manage-email-sender-to-and-from-addresses Keywords: ## How many email Touchpoints send with an Instant AI flow? 

Instant AI automatically sets the best number of emails (or touchpoints) for each flow, based on proven performance data. This means you don’t need to manually automate or adjust the number of emails yourself. Everything is pre-optimised for conversions.

Default and Optional Touchpoints

Each flow has a recommended number of touchpoints built in. Some touchpoints are optional and can be removed or increased if needed, while others are critical to performance and can’t be changed.

If a touchpoint can be deleted, you’ll see a trash icon in the top-right corner of the step (like in Step 3 below). If you don’t see the delete icon, it’s a required touchpoint that can’t be removed.

You can also add new touchpoints up to a maximum of 5 emails per flow.

 

Flow

Minimum

Default

Maximum

Welcome

1

3

5

Abandoned Session

1

3

5

Abandoned Collection

2

3

5

Abandoned Browse

2

3

5

Abandoned Cart

3

3

5

Abandoned Checkout

3

3

5

Price Drop

3

3

5

Low in Stock

3

3

5

Back in Stock

3

3

5

Post Purchase

1

1

1

Request Review

1

1

1

 Winback 

1

3

5

 

Why can't some touchpoints be reduced?
Our highest-performing flows have been tested extensively. Three touchpoints are the proven sweet spot for conversions, so these flows can’t be reduced below that number. This helps maintain your performance and ensures Instant AI keeps driving optimal recovery results.

 

What time delays are used for each touchpoints?
All delays between our email touchpoints automatically calculated so you'll always use the highest performing options. These default to follow a 1hr + 24hr + 48hr pattern, with any additional touchpoints increasing another +48 hours for optional touchpoints. These delays may change due to personalised send time for each customer and are a general guide only.

If you'd like to customise the email sending intensity, try our email sending settings here 

Article URL: https://help.instant.one/how-many-email-touchpoints-send-with-an-instant-ai-flow- Keywords: ## Integrate Instant with your Shopify Site

Instant integrates with Shopify natively. Following the guide below will allow us to begin tracking identification on your site.

Section 1: Shopify Customer Events Pixel Setup

Step 1

Select Settings in the sidebar of your Shopify Dashboard.

Step 2

Select Customer Events in the settings sidebar.

Step 3

Select Add custom pixel at the top right of the screen.

Step 4

Call your custom pixel ”Instant” and then select Add pixel.

Step 5

Configure the pixel to Not required under 'Permission' and Data collected does not qualify as data sale under 'Data sale'.

Step 6

This step requires adding Instant's pixel to your site, allowing us to identify anonymous shoppers who visit your website.

  1. If you're currently onboarding onto the product, your pixel can be found in the Connect Custom Store step. This state is what's shown in the video below.
  2. If you have already onboarded onto the product, proceed to the Instant dashboard and go to Configuration > Select Shopify . You will see a pixel underneath Step 1: Pixel Installation.

Copy the code to the clipboard by clicking Copy code.

Remove the code currently in the Shopify code box and paste from the clipboard with ctrl/cmd + v.

Step 7

Press the Save button and then press Connect to proceed.

Step 8

Navigate back to Customer Events and confirm that the pixel is Activated.

Section 2: Shopify API Setup

Step 9

Select Apps and sales channels in the settings sidebar.

Click on Develop apps in the top right.

Step 10

Select Create an app.

If you are prompted to Allow custom app development, please allow it.

Please note: if there are existing apps installed, the Create an app button will be on the top right of your screen.

Step 11

Call the app Instant and then select Create app.

Set the app developer to yourself.

Step 12

Click on Configure Admin API scopes.

Step 13

Using the "Filter access scopes" search bar, select the following access scopes.

and then click Save.

If you're having trouble with this step, please use the "Filter access scopes" search to search for each scope.

The video below only shows the selection of the write_themes access scope. All of the scopes listed above must be selected.

Step 14

Click Install in the confirmation window that appears.

Step 15

Click on Reveal token once. Once the token is revealed, copy the token into your clipboard.

Paste the token into the field either on the onboarding page or configuration page.

Step 16

Click on Configuration, located on the right of Overview.

Click Configure for Storefront API Integration.

Step 17

Select the following Storefront API access scopes

and then click Save.

Step 18

Locate your Shopify ID by checking the URL in your browser's address bar while viewing the Shopify Dashboard.

Enter it on either the onboarding page or configuration page.

https-dashboard.instant.oneonboardingShopify_Api_10

 

Article URL: https://help.instant.one/integrate-instant-with-your-shopify-site Keywords: how does instantai connect with shopify ## How do I install the Audiences pixel onto a legacy Shopify checkout The legacy Shopify checkout, which provides access to checkout.liquid is being deprecated. How do I install the Audiences pixel onto a legacy Shopify checkout?

With the deprecation of Shopify's legacy checkout from August 14th 2024, Shopify is releasing checkout extensibility, which is replacing commonly used files such as checkout.liquid which is currently used for extending the Shopify checkout.

Instant Audiences is built on top of checkout extensibility, and therefore works out of the box with all Shopify customers that have upgraded from the legacy Shopify checkout.

If you are integrating Instant Audiences, we would highly recommend upgrading your Shopify checkout.

For customers that are still on the legacy Shopify checkout wanting to install the Audiences pixel, please proceed through the normal onboarding flow, but in addition, complete the steps below.

 

1. During onboarding, you would have added the Instant pixel to your theme in theme.liquid. This pixel is unique per site.

To retrieve your pixel, either copy + paste it from theme.liquid, or proceed to the Instant dashboard (link here), and proceed to Step 11 underneath Audiences > Setup > Ecommerce platform.

https-dashboard.instant.oneonboardingShopify_11

 

2. Please take this pixel, and also copy+paste the pixel above the {{ content_for_header }} tag in your checkout.liquid file. Please see a screenshot below of how this should look. 

After you have pasted the pixel into checkout.liquid, click Save in the top right to complete configuration.

Article URL: https://help.instant.one/install-pixel-onto-legacy-shopify-checkout Keywords: ## How does Instant Targeting work?

Meta’s advertising platform relies on feedback from your website to determine who is most likely to respond to your ads. The more information Meta receives about how people interact with your site, both before and after they see your ads, the smarter its algorithms become at finding and targeting the right audience.

Instant’s integration with Meta ensures that these valuable customer insights are always being shared, helping Meta learn from both successful and unsuccessful conversions, and continuously improving the accuracy of your ad campaigns over time.

How it works

With Instant Targeting, your website is able to send Meta a much richer, more detailed view of your shoppers’ journeys.

This enhanced data helps train Meta’s AI, so its targeting engine gets incrementally better every day. Previously, the data that reached Meta was often sparse and anonymous, which limited Meta’s ability to refine its audience selection. Once you implement Instant Targeting, you begin providing information that lets Meta not only recognize who is interested in your brand, but also understand which types of customer actions are most valuable for future ad delivery.

This process of data enrichment has tangible benefits for your business. The targeting power of Meta’s platform increases dramatically, enabling it to connect your ads with shoppers who are genuinely more likely to convert. As a merchant, you don’t need to do any extra work — your campaigns start to deliver better outcomes because the underlying AI is making more informed decisions based on real, granular shopper behavior.

You’ll likely notice a stronger return on your ad spend because Meta is able to match your ads to users who have demonstrated genuine interest in your brand.

Benefits of effective targeting:

Article URL: https://help.instant.one/how-does-instant-targeting-work Keywords: ## What is First Party Tracking and how to Configure it First-party tracking is a way to make Instant's tracking more reliable by sending events through **your own domain** instead of a shared third-party one. This helps ensure that important shopper activity, like product views, sign-ups and checkout events, are less likely to be blocked by ad blockers or browser privacy tools. --- #### How tracking normally works (without first-party tracking) When a shopper interacts with your site: 1. The Instant Pixel detects the event 2. The event is sent to a shared Instant domain 3. Instant processes the event and triggers flows or reporting Some browsers and ad blockers treat shared tracking domains as third-party traffic, which can result in events being blocked or dropped. #### How first-party tracking works With first-party tracking enabled: 1. The Instant Pixel detects the event 2. The event is sent to a subdomain on your site (e.g. track.yourstore.com) 3. That subdomain securely forwards the event to Instant From the browser's perspective, tracking stays within your site — making it first-party by default. #### How to enable first-party tracking 1. In your Instant AI dashboard, go to **Domain** 2. Select **First-party tracking** 3. Click **Enable** 4. Add the provided record to your domain settings #### Why this matters First-party tracking helps ensure fewer blocked events, higher shopper identification, higher overall event volume, and more reliable long-term tracking. This results in more accurate data and more consistent behaviour across browsers. #### Is first-party tracking required? First-party tracking is optional, but strongly recommended for all merchants. Instant will continue to work without it, however some events may never reach Instant and identification rates may be lower. You'll benefit most if: - You rely on sign-up and behavioural flows - Your audience uses ad blockers or privacy-focused browsers - You want future-proof tracking as privacy rules evolve In practice, this applies to most merchants. #### Is this safe and best practice? Yes. This is considered modern best practice for web tracking. Platforms like Meta, Google and Shopify all use first-party tracking approaches because third-party tracking is becoming increasingly unreliable. First-party tracking does not collect additional data or bypass privacy rules. #### What can you expect after enabling it? Once enabled, you may see more shoppers entering your flows and higher total event counts. There's no ongoing maintenance or changes after initial set up. Article URL: https://help.instant.one/what-is-first-party-tracking-and-how-to-configure-it Keywords: ## Why does Instant AI need to connect to my DNS provider?

Instant AI connects to your DNS provider to verify your domain and send emails on your behalf. This connection ensures your emails are authenticated (through SPF, DKIM, and DMARC), which helps them reach your customers’ inboxes instead of being flagged as spam.

What this means for your existing setup

If you already use another email sending platform, or have existing DNS records connected elsewhere, nothing changes to your current DNS configuration.

Each platform uses its own unique records, and you can only have one active CNAME per subdomain (for example, send.yourbrand.com or mail.yourbrand.com). This means that if you are using an existing subdomain such as send.yourbrand.com then Instant AI won't be able to send from the same subdomain. Instead, we will automatically check the available domains and subdomains and recommend the best option available. 

For example, if send.yourbrand.com is already in use, we will find the next closest alternative such as .mail or .shop and continue to find an alternative until one is available. 

The records we provide are always new and non-conflicting since they must be unique. If you see any errors suggesting that there may be a conflict of records please contact our team. You should be able to you simply add the records we provide alongside your existing records and offer no replacements. 

Why you need to connect your custom domain

Adding Instant AI’s DNS records gives you:


Once verified, your emails will show as being sent “from your brand,” not from a third-party sender  which helps your deliverability and brand reputation long-term. Some platforms may default you to a domain from the sender (e.g. from Instant) however we know that the best results come from sending direct from your domain so we default to this option immediately to give you the best results possible. 


FAQ's

Do I need to change my existing DNS records (like Klaviyo or Google Workspace)?

No. Instant AI only asks you to add new records for your selected subdomain. Your existing DNS setup (including Klaviyo, Google, or Shopify records) remains untouched. You should not be editing existing records and instead only adding new ones.

How does Instant AI test that everything is working?

Instant AI automatically checks that your DNS records are verified and secure before any email is sent. You’ll see a “Verifying” status until your provider confirms the connection — then we’ll activate sending. If anything fails, we’ll show a clear error message so you can fix it before going live.

Can I go live before my DNS records verify?

No. To protect your sender reputation, Instant AI blocks sending until all required records are verified. Once verified, emails will start sending automatically. Only once the new records are connected can you go live and start sending emails. 

 

Why doesn’t Instant AI let me send without DNS, like some ESPs do?

Some platforms allow sending from a shared domain (for example, Klaviyo’s klaviyomail.com), which doesn’t require DNS setup. Instant AI doesn’t offer this because shared domains do not build reputation for your brand and don’t meet modern authentication requirements. Using your own authenticated subdomain provides better deliverability, protects your domain, and ensures full alignment with SPF, DKIM, and DMARC — all of which inbox providers now expect.

 

Are other brands sending emails from the same domain or subdomain as me?

No. Instant AI sends email from a customer-owned subdomain that is uniquely authenticated via your DNS (for example, send.yourbrand.com). Because DNS authentication requires domain ownership, it is not possible for another brand or another Instant AI customer to send from your subdomain.

Each sending subdomain is a 1:1 connection to a single email platform. If you use multiple email tools (such as Klaviyo, Attentive, or Instant AI), each must use its own subdomain. This ensures complete isolation of sending identity and reputation.

Instant AI uses industry-standard email delivery infrastructure, where authentication and sending reputation are enforced at the domain level, not shared across customers.

Article URL: https://help.instant.one/why-does-instant-ai-need-to-connect-to-my-dns-provider Keywords: ## Using Instant Audiences with a Shopify Headless Store

Instant has native integrations into Shopify and BigCommerce. Shopify Headless stores require a custom integration, with five steps:

  1. Connecting to the Shopify API
  2. Installing Instant's Identification Pixel
  3. Tracking Customer Events
  4. Updating Event Properties

Please contact your customer success manager if you experience any issues. We are happy to guide you or your developers through this implementation if needed.

 

Step 1: Connecting to Shopify's API

The first step of the integration process requires connecting to Shopify's API. 

  1. Proceed to the Instant dashboard and go to Pixel > Select Shopify. You will see the instructions for connecting to Shopify's API under "Step 1: Shopify API Setup".
  2. Follow these instructions and verify your integration.

Step 2: Installing Instant's Identification Pixel

The first step of the integration process requires adding Instant's pixel to your site. This allows Instant to identify anonymous shoppers who visit your website.

  1. Proceed to the Instant dashboard and go to Pixel > Select Shopify. You will see instructions to complete your pixel setup under Step 2: Storefront Pixel.
  2. Follow these instructions and verify your integration.

Step 3: Tracking Customer Events

The code snippets below are example track events.

They are intended as a reference — copying and pasting them directly may not work as-is.

After implementing these events in the correct places, make sure you're passing all the necessary data used in your email templates.

Step 3 walks you through this process.

Event triggers determine when Instant interaction events are sent and contain the payload data for Klaviyo.

  1. Throughout your website, where you would be sending events to Klaviyo, also send them to Instant Audiences by copy pasting the following snippet just below. See examples below.
window.InstantJS.track("EVENT_TYPE", [{
    provider: "KLAVIYO",
    event: EVENT_DATA
}]);

Note that the available events are as follows:

We recommend adding adding the following three events at a minimum:

Example code snippets for these events are shown below.

Example: Checkout started events

To track when a customer starts the checkout flow, you'll need to execute the following JavaScript code as soon as someone visits the checkout page. The payload data serves as a placeholder to demonstrate the required data structure for Instant Audiences.

window.InstantJS.track("CHECKOUT_STARTED", [
  {
    provider: "KLAVIYO",
    event: {
      CheckoutURL: "",
      Items: [
        {
          ProductName: "",
          Quantity: "1",
          ItemPrice: "19.95",
          ImageURL:
            ""
        },
        {
          ProductName: "",
          Quantity: "1",
          ItemPrice: "221.95",
          ImageURL:
            ""
        },
      ],
    },
  },
]);

Example: Add to cart events

To track when a customer adds an item to their cart, you'll need to execute the following JavaScript code when the “Add to Cart” button is clicked.

One implementation method is to add an event listener to the "Add to Cart" button on relevant pages. When clicked, this will trigger the code shown below. The payload data serves as a placeholder to demonstrate the required data structure for Instant Audiences.

window.InstantJS.track("ITEM_ADDED_TO_CART", [
  {
    provider: "KLAVIYO",
    event: {
      CheckoutURL: "",
      Items: [
        {
          ProductName: "",
          Quantity: "1",
          ItemPrice: "19.95",
          ImageURL: "",
        },
        {
          ProductName: "",
          Quantity: "1",
          ItemPrice: "221.95",
          ImageURL: "",
        },
      ],
    },
  },
]);

Example: Product viewed events

To track product views, you'll need to execute the following JavaScript code whenever a customer lands on a product page. 
One implementation method is to add the following code snippet to the source code of your product page template. This code will trigger when a customer visits the page. The payload data serves as a placeholder to demonstrate the required data structure for Instant Audiences.
window.InstantJS.track("PRODUCT_VIEWED", [
  {
    provider: "KLAVIYO",
    event: {
      ProductName: "",
      ItemPrice: "370.00",
      ImageURL: ""
    },
  },
]);

 

Step 4: Update Event Properties

In the code snippet above, the PRODUCT_VIEWED event has a structured event payload:

event: {
  ProductName: "",
  ItemPrice: "370.00",
  ImageURL: ""
}

The properties in this payload will need to match the properties used in your email templates. For example, if you use the property 'event.item_price' in your templates, you will need to change the 'ItemPrice' property to 'item_price'. Similarly, this must be done for any properties your email templates require that are not included in our payload.

 

Please ensure you are passing through all the necessary data required in your email templates.

If you make updates to your email templates without updating your integration, Klaviyo may receive incomplete data.

 

Once this is finalised, your integration with Instant Audiences is complete.

Please reach out to your customer success manager if you require any assistance.

Article URL: https://help.instant.one/using-instant-audiences-with-a-shopify-headless-store Keywords: ## Using Instant Audiences with a Neto Store

Instant has native integrations into Shopify and BigCommerce. Alternative platforms like Neto require a custom integration. This custom integration involves three steps:

  1. Installing Instant's Pixel
  2. Tracking Customer Events
  3. Updating Event Properties

Please contact your customer success manager if you experience any issues. We are happy to guide you or your developers through this implementation if needed.

 

Step 1: Installing Instant's Pixel

The first step of the integration process requires adding Instant's pixel to your site. This allows Instant to identify anonymous shoppers who visit your website.

  1. If you're currently onboarding onto the product, your pixel can be found in the Connect Custom Store step.
  2. If you have already onboarded onto the product, proceed to the Instant dashboard and go to Configuration > Select Custom. You will see a pixel underneath the Custom section.
  3. Add this pixel to the <head> tag of your website's HTML.

 

Step 2: Tracking Customer Events

The second step of the integration process requires forwarding customer events to Instant Audiences, similar to how you would already be forwarding these events to Klaviyo!

  1. Navigate to "Settings & tools" and then "All settings & tools".
  2. In the "Settings & tools page", select "Custom Scripts".
  3. The "Custom Scripts" page will show all current custom scripts installed. Select "New" to add a new custom script.
  4. Paste the code snippet below into the "Page Header" section. This will ensure it is added to every page.
  5. When complete, click the "Save" button!
<script>
  function getCartForInstantEvent(callback) {
    // Wait for k4n.checkout to be available
    if (window.k4n && window.k4n.checkout && Array.isArray(k4n.checkout.items)) {
      // Execute the callback with the cart items
      callback(k4n.checkout);
    } else {
      setTimeout(() => getCartForInstantEvent(callback), 1000);
    }
  }


  function getProductData() {
    if (window.k4n && window.k4n.product) {
      return {
        Title: decodeURIComponent(k4n.product.name),
        ItemId: parseInt(k4n.product.product_id),
        ProductID: parseInt(k4n.product.product_id),
        Categories: k4n.product.categories.map(decodeURIComponent),
        ImageUrl: decodeURIComponent(k4n.product.image),
        Url: decodeURIComponent(k4n.product.url),
        Metadata: {
          Price: parseFloat(k4n.product.price),
        },
      };
    }
    return null;
  }
  

  function getCartItem(item) {
     return {
       image: decodeURIComponent(item.image),
       name: decodeURIComponent(item.name),
       product_id: item.product_id,
       qty: item.qty,
       sku: item.sku,
       total: item.total,
       unit_price: item.unit_price,
       url: decodeURIComponent(item.url)
     }
  }


  // Track Product Viewed
  document.addEventListener("DOMContentLoaded", () => {
    const product = getProductData();
    if (product) {
      window.InstantJS.track("PRODUCT_VIEWED", [
        {
          provider: "KLAVIYO",
          event: product,
        },
      ]);
    }
  });


  // Track Add to Cart with dynamic selectors
  document.addEventListener("DOMContentLoaded", () => {
    const addToCartButtons = document.querySelectorAll("[name='add-to-cart'], [name='addToCart'], [class*='addtocart'], [class*='add-to-cart'], [class*='btn-add-to-cart']"); // Add other potential selectors here
    addToCartButtons.forEach(button => {
      button.addEventListener("click", () => {
        const product = getProductData();
        let cartItems;
        if(window.nCartCache) {
         cartItems = window.nCartCache  
        }
        if (product) {
          window.InstantJS.track("ITEM_ADDED_TO_CART", [
            {
              provider: "KLAVIYO",
              event: { 
                ...product,
               items: cartItems
              },
            },
          ]);
        }
      });
    });
  });


  // Track Cart Viewed
  document.addEventListener("DOMContentLoaded", () => {
    if (window.location.href.includes("cart") && !window.location.href.includes("payment")) {
      getCartForInstantEvent(function (checkout) {
        window.InstantJS.track("CART_VIEWED", [
          {
            provider: "KLAVIYO",
            event: { 
             items: checkout.items.map((item) => {
              return getCartItem(item)
             }), 
             total: checkout.total
            },
          },
        ]);
      });
    }
  });
  

  // Track Checkout Started
  document.addEventListener("DOMContentLoaded", () => {
    if (window.location.href.includes("cart") && window.location.href.includes("payment")) {
      getCartForInstantEvent(function (checkout) {
        window.InstantJS.track("CHECKOUT_STARTED", [
           {
            provider: "KLAVIYO",
            event: { 
            items: checkout.items.map((item) => {
              return getCartItem(item)
            }), 
            total: checkout.total
            },
          },
        ]);
      });
    }
  });
</script>

 

Step 3: Update Event Properties

In the code snippet above, the following events have a structured payload:

For PRODUCT_VIEWED and ITEM_ADDED_TO_CART, this is:
event: {
  image: decodeURIComponent(item.image),
  name: decodeURIComponent(item.name),
  product_id: item.product_id,
  qty: item.qty,
  sku: item.sku,
  total: item.total,
  unit_price: item.unit_price,
  url: decodeURIComponent(item.url)
}                   

The properties in this payload will need to match the properties used in your email templates. For example, if you use the property 'event.item_name' in your templates, you will need to change the 'name' property to 'item_name'. Similarly, this must be done for any properties your email templates require that are not included in our payload.

 

Please ensure you are passing through all the necessary data required in your email templates.

If you make updates to your email templates without updating your integration, Klaviyo may receive incomplete data.

 

Once this is finalised, your integration with Instant Audiences is complete.

Please reach out to your customer success manager if you require any assistance.

 

Article URL: https://help.instant.one/using-instant-audiences-with-a-neto-store Keywords: ## How are Success Indicators calculated?

Instant uses 3 main success indicators to measure the performance of Instant. We track these metrics on individual customer dashboards and and review them with our customers during success calls on a regular basis.

Please see below for more information on each Indicator and how we calculate it.

Increase in Checkout Completion

Your checkout completion rate is calculated from every customer who starts the checkout process versus completes the process and makes a purchase from your store.

We compare the checkout completion of your generic checkout versus your Instant checkout to understand the increase and present it to you as a percentage.


Obtaining Generic Checkout Data:
Your generic data is obtained using Google Analytics. We calculate the visits to the checkout(buyers who start the checkout process) versus visits to the order confirmation page(buyers who complete the checkout process).

Real Data (Calculated by Industry):

Decrease in First Time Checkout Time 

Your checkout time is calculated from the average time it takes a first time customer who completes an Instant transaction versus the average time of a customer completing a transaction using the generic checkout.

We compare the average times and present the data to you in the form of a percentage increase.

Obtaining Generic Data:
Your Generic Data is obtained using Google Analytics. We look at the average time spent on your generic checkout page.

Repeat Customer Rate

To calculate your repeat customer rate we look at how many Instant transactions were completed by existing users versus first time customers and calculate this as a percentage. We generally see this number grow significantly month on month.

Article URL: https://help.instant.one/success-metrics Keywords: ## How do I manually integrate Audiences Product Viewed and Add to Cart events for Shopify?

Please do not proceed with these steps unless you have been advised by the Instant team that it is required. 


By default, the Instant pixel handles all event tracking end-to-end without any manual intervention.

 

As of September 2024, we have identified a number of merchants who experience issues with Shopify Customer events not sending through all events. Instant's native integration relies on Shopify Customer Events. These Customer Events bug(s) are unrelated to Instant, have been reported by other vendors e.g. here and are related to Shopify's recent updates. 

 

This guide is only written for sites that have run into issues with Shopify's Customer Events tracking which prevents the native Instant integration from working.


For the below to work, please ensure you already have normal Klaviyo tracking enabled.
  1. Proceed to your Shopify dashboard and click on Sales channels > Online Store in your sidebar
  2. Click on the three dots next to Customize, and click on Edit code.
  3. Proceed into theme.liquid, which is located under layout.
  4. Locate {{ content_for_header }} in the theme.liquid file.
  5. Copy and paste the code below, and add it just above {% raw %}{{ content_for_header }}{% endraw %}.  
    <script>
    var audiencesManualTrackingInitialized = false;
    const audiencesManualTracking = setInterval(() => {
        if (
            typeof item === 'undefined' ||
            audiencesManualTrackingInitialized ||
            !window.InstantJS
        ) {
            return;
        }

        clearInterval(audiencesManualTracking);
        audiencesManualTrackingInitialized = true;

        window.InstantJS.track('PRODUCT_VIEWED', [
            {
                provider: 'KLAVIYO',
                event: item,
            },
        ]);
    }, 500);

    function audiencesAddedToCart() {
        fetch(`${window.location.origin}/cart.js`)
            .then((res) => res.clone().json())
            .then((data) => {
                var cart = {
                    total_price: data.total_price / 100,
                    $value: data.total_price / 100,
                    total_discount: data.total_discount,
                    original_total_price: data.original_total_price / 100,
                    items: data.items,
                };

                if (item !== 'undefined') {
                    cart = Object.assign(cart, item);
                }

                window.InstantJS.track('ITEM_ADDED_TO_CART', [
                    {
                        event: cart,
                        provider: 'KLAVIYO',
                    },
                ]);
            });
    }

    (function (ns, fetch) {
        ns.fetch = function () {
            const response = fetch.apply(this, arguments);
            response.then((res) => {
                if (
                    `${window.location.origin}/cart/add.js`.includes(res.url) &&
                    res.url !== ''
                ) {
                    audiencesAddedToCart();
                }
            });
            return response;
        };
    })(window, window.fetch);

    (function (ns) {
        var originalXhrOpen = XMLHttpRequest.prototype.open;
        var originalXhrSend = XMLHttpRequest.prototype.send;

        XMLHttpRequest.prototype.open = function (method, url) {
            this._url = url;
            return originalXhrOpen.apply(this, arguments);
        };

        XMLHttpRequest.prototype.send = function () {
            this.addEventListener('load', function () {
                if (this._url && this._url.includes('cart/add.js')) {
                    audiencesAddedToCart();
                }
            });
            return originalXhrSend.apply(this, arguments);
        };
    })(window);
    </script>
  6. Once the code is added, click on "Save" in the top right.


More information regarding the underlying issue with Customer Events:

On some merchants, a bug is present which prevents the iframe for Shopify Customer Events to load. The Shopify Customer Events functionality provides the Instant pixel with a full event stream to record when someone viewed a product, or adds an item to cart, for example.

This bug will cause the Instant pixel to not receive this event stream.

To identify whether this bug exists, simply open the javascript console, and click repeatedly in any given area on the page. 

For every time you click, you will see this error appear in your console. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Article URL: https://help.instant.one/product-viewed-add-to-cart-for-shopify Keywords: ## How to Read Meta’s “Reconciled Events”

Meta’s “reconciled events” represent the final, de-duplicated list of user actions that Meta has accepted, attributed, and used for reporting or ad optimisation.

Since many businesses have multiple systems sending event data (such as browser pixels, server-side integrations, or third-party tools like Instant), Meta initially receives a higher volume of “raw” events — sometimes several for the same customer action. To maintain accuracy, it groups these using deduplication IDs and selects the single, most valuable instance for reporting.

When viewing your Events Manager, you may first notice an inflated number of events. After Meta processes the raw data, the platform surfaces only “reconciled events”. Each represents one customer action, no matter how many duplicates were sent. The reconciled event count is what is used for performance reporting, attribution, and optimisation.

To verify that your Instant integration is working correctly, follow these steps:

  1. In Meta Events Manager, look for your key events (like “Purchase” or “Add to Cart”) and view both the raw and reconciled event counts.

  2. Shortly after activating Instant Targeting, you should see a jump in total received events. Within 24–48 hours, however, the reconciled count will stabilise and accurately reflect actual user activity.

  3. You should also monitor the “event match quality” or “match rate” metrics provided alongside each event — these should improve as Instant sends richer customer data.

  4. If reconciled event counts do not reflect real actions or you stop seeing improved match rates, check your deduplication and event setup, or reach out to support for assistance.

Consistently reviewing reconciled events, match quality, and outgoing data from Instant will help ensure your marketing data is both accurate and actionable for stronger ad performance.

Article URL: https://help.instant.one/how-to-read-metas-reconciled-events Keywords: ## Instant IP Address

We strongly recommend whitelisting Instant's IP address (52.65.211.20) to ensure uninterrupted and efficient transactions.

By whitelisting, Instant will seamlessly integrate with your existing security infrastructure and eliminate potential disruptions. 

 

To whitelist an IP Address:

  1. Access Firewall Settings: Log in to your firewall or network security settings.

  2. Find Whitelisting Options: Look for options related to whitelisting or trusted IP addresses.

  3. Add Instant's IP Address: Enter the below values into the designated field for whitelisted IP addresses. Save the changes.

    1. 52.65.211.20
    2. 13.211.54.7
    3. 13.237.186.221
    4. 13.238.86.157

  1. Test Operations: After whitelisting, conduct tests to confirm that Instant operates smoothly within your environment.

Article URL: https://help.instant.one/instant-ip-address Keywords: ## Why is Instant AI still sending abandonment emails for out-of-stock products?

Instant AI checks product availability directly through your Shopify API integration before including any product in an abandonment email. 

That means your Shopify inventory needs to accurately reflect what you do and don’t want to send.If a product appears sold out on your site but Shopify still marks it as available for sale, Instant AI will treat it as in stock.

Common Reasons why Shopify might still say “available”

  1. “Continue selling when out of stock” is enabled

    Shopify keeps the product available even when inventory reaches 0 if the product is flagged to allow selling while out of stock. To accurately use your stock levels, ensure that this is not enabled. Alternatively, if you wish to keep it enabled, we are still able to continue including this product in emails however we will assume it is always available and won't be skipping if it is out of stock. 

  2. Inventory tracking is turned off

    If tracking is disabled, Shopify assumes the item is always in stock and won't send any stock information to Instant through the API. Ensure that inventory tracking is enabled for us to accurately read stock levels. 

  3. Multiple inventory locations

    Shopify treats a product as available if any connected location has stock assigned to the Online Store channel. Check if you have multiple locations connected, and you may accidentally have more than one of them connected to your online store availability. Sometimes unused or test locations are still linked to your online store and will cause it to falsely show as available.

  4. Hidden or unpublished variants

    Shopify marks the whole product as available if any variant can still be sold — even one you’ve hidden on your site. Check to see if you have different variants available on your site that may mean the customer could purchase an alternative variant. If this is the case, it's still valid for Instant AI to send an email promoting the product if it has stock of variant. 

  5. Theme or app customisation

    You might have a theme or app that hides the Add to Cart button when an item sells out (for example, a “Notify Me” or “Pre-order” app).

    These only change how the site looks. Shopify will still consider the product available in the backend unless that has also been changed. Check your product inventory settings and make sure it also displays as unavailable in the backend and not just on your website.

  6. Subscription or bundle products

    If a product is purchasable as part of a subscription or bundle, Shopify still flags it as available, even if the one-time purchase is sold out. Check if you have any variants such as subscriptions or bundles available that include this product, but the subscription or bundle sku is still available. 

  7. Browse events resolve to an in-stock variant

    When a shopper views a product, we receive events for the variants they interacted with on the product page. Most Shopify product pages will default to previewing a variant that is available, and will therefore send product viewed events that include an in-stock variant.

    In practice, this means that many shoppers will view both in-stock and out-of-stock variants during a single session. We check whether any of the variants viewed are in stock. If at least one variant is available, the product will be treated as in stock and can be included in Browse Abandonment flows.

Article URL: https://help.instant.one/why-is-instant-ai-still-sending-abandonment-emails-for-out-of-stock-products Keywords: ## Pixel troubleshooting

① Check if events are coming through to your Klaviyo account.

  1. Log into your Klaviyo account and navigate to Metrics (under the Analytics menu in your sidebar).
  2. Search for Page Viewed - Instant Audiences. This metric fires every time an identified shopper visits a page on your website, so these should come through regularly.
  3. Drill into the Page Viewed - Instant Audiences metric and select activity feed. This presents a list of recent activity for this metric.

If you have recent activity for the Page Viewed - Instant Audiences event, your pixel is likely working fine. To be thorough, you may wish to check the other Instant Audiences events.

If there is no recent activity for the Page Viewed - Instant Audiences event, your pixel may not be correctly installed, and you should continue onto the steps that follow.

② Check if the pixel is present in the code for your website

If our pixel is not installed in your website's code, we won't receive events. It's possible that via an update to your theme, or changes to your website configuration, you may have accidentally removed our pixel from your theme.

  1. Navigate to your website, and use your browser's Inspect Element tool (right click → Inspect).
  2. Search for cdn.instant.one in the source code from your browser's Inspect Element tool. This should return a <script> tag, inside your website's <head> tag, pointing to our Javascript file.
  3. Search for InstantConfig in the source code from your browser's Inspect Element tool. This should return another <script> tag, deeper in the page.

If both scripts are not present, your pixel is likely incorrectly installed.

Our team can further troubleshoot your pixel for you, please reach out if needed.

Article URL: https://help.instant.one/pixel-troubleshooting Keywords: ## Understanding Event Match Quality (EMQ)

Event Match Quality (EMQ) is a score provided by Meta that measures how well the actions happening on your website (the “events” like purchases, sign-ups, or cart additions) can be matched to real people on Facebook and Instagram.

Essentially, a higher EMQ means Meta knows with greater confidence exactly who took each action on your site. This is incredibly important for ad targeting and attribution: if Meta can reliably identify the customers behind each conversion, your ads can be delivered more efficiently to lookalike audiences who are more likely to convert.

EMQ is determined by the quality and completeness of customer data sent along with each event. When your website only provides limited or anonymous data, EMQ remains low, reducing Meta’s confidence and limiting the effectiveness of your ads.

This is where Instant makes a difference.

By enriching event data with customer identifiers, Instant ensures that each event sent to Meta is packed with information that boosts Meta’s ability to accurately match web visitors to their profiles on its platforms.

When Instant is active, you’ll typically notice EMQ scores increase in your Meta Events Manager. This improvement results from the added data depth and reliability, allowing Meta to attribute conversions more precisely and target ads with greater efficiency.

Higher EMQ ultimately means your campaigns are reaching more relevant audiences, driving down wasted spend and increasing your campaign’s return on investment.

Article URL: https://help.instant.one/understanding-event-match-quality Keywords: ## How do I access my billing details? Your billing and subscription details are available in your Instant Dashboard.

Step 1: Log into your dashboard and click Billing in the left-hand panel. 

Screenshot 2024-11-26 at 3.13.03 PM

 

Step 2. On the Instant Audiences: Payments & Billing page, please use the email address associated with your billing details to log in. This will be the same email address associated with your payment subscription, where invoices are sent. 

Screenshot 2024-11-27 at 9.49.00 AM

 

 

 

Article URL: https://help.instant.one/how-can-i-access-my-billing Keywords: ## How do you send custom events to Instant Audiences? Sending custom events to the Audiences pixel is easy to setup.

If you are looking to integrate Audiences into a headless store, please proceed here.

This guide will walk through how you can send custom events to Instant Audiences.

It is common that even while using Instant's native integrations into platforms like Shopify and BigCommerce, that modifications to a product page, such as dynamic DOM rendering (without refreshing the page) may result in the native integration not sending through event such as product viewed, or add to cart events.

You may also want to track additional add to cart events from upsell pop-ups, or other locations that are custom built and not picked up by our native integrations.

Please contact your customer success manager if you run into any issues - we are happy to guide you or your developers through this implementation.

Steps to send custom events to Audiences:

To send custom events to Audiences, please complete the following:

  1. Locate where you would like to send a custom event to Audiences. 
  2. Copy and paste the below snippet of code to the location to where you'd like to send the custom event.
window.InstantJS.track("EVENT_TYPE", [{
    provider: "KLAVIYO",
    event: EVENT_DATA
}]);

Note that the available events are as follows:

Examples:

Example #1: Klaviyo Viewed Product: If you render your product page dynamically (which may interfere with Shopify customer event tracking), then you can send a product viewed event to Audiences directly. See below for an example. 

window.InstantJS.track("PRODUCT_VIEWED", [{
    provider: "KLAVIYO",
    event: {
        ProductName: "Expandable Bag",
        ProductID: "12345",
        Categories: ["Bags"],
        URL: "https://example.com/product/expandable-bag",
        Brand: "YourBrand",
        Price: "$199.99",
        CompareAtPrice: "$249.99",
        ImageURL: "https://example.com/images/expandable-carry-on.jpg"
    }
}]);
Article URL: https://help.instant.one/send-custom-events Keywords: ## Identify Express Checkouts with Instant

One way that shoppers identify themselves on your website, so that you can later re-market to them, is by placing an order. Today, many orders go through express checkouts like Shop Pay and PayPal. It is important to properly identify shoppers using express checkouts, otherwise, Instant may not remember them next time they return to your website. Without this, a large portion of your web traffic could go unidentified, limiting the revenue generated by Instant. 

Instant automatically tracks shoppers using express checkouts, but many customers who went live before November 2024 may not have Express Checkout Identification enabled.

How to enable Express Checkout Identification

  1. Log into your Instant dashboard.
  2. At the top of the dashboard, you should see a banner instructing you to update your integration with Instant.



    Click the Start Setup button in this banner and follow the instructions, which will ask you to generate and enter a Shopify API key into the dashboard. You can also click the pop-up box on the left sidebar that says 'Generate more revenue from Audiences'.

    If you do not see a banner or pop-up box instructing you to turn on Express Checkout Identification, you already have it enabled, and you can disregard.

Shoppers using express checkouts will now be identified for future remarketing.

💬 FAQ

What is an express checkout?

An express checkout is an option like ShopPay, Paypal, Google Pay, Apple Pay etc which stores customer information, and redirects the shopper out of the generic Shopify checkout to facilitate an accelerated checkout process.

How much will identification be increased by when this is enabled?

Typically brands see between twenty and forty percent of total revenue come from express checkout options, such as ShopPay. Enabling this feature should increase identifications by at least twenty percent, or as much as sixty percent for some merchants. Merchants should see a similarly sized revenue uplift as a result.

Article URL: https://help.instant.one/identify-express-checkouts Keywords: ## How does the Back in Stock flow work?

Instant AI’s Back in Stock Flow triggers 1 hour after a product is added back into stock. The short delay helps avoid false triggers if stock levels fluctuate.

Who gets enrolled

How the flow works

Shopify inventory requirements

 

 

FAQ's 

How can I delay sending a back in stock email?

If you want to pause emails, make sure the product is not available to order online. In Shopify, you can keep the product published (so it still shows on your site) but remove its Online Store availability or mark it as unavailable for purchase. While it’s visible but not purchasable, Instant won’t trigger a back in stock email. As soon as it’s both published and purchasable with stock available, the flow will send.

What happens if a customer returns stock?

Any increase in stock counts — whether it’s from a return, manual adjustment, or receiving new stock. If the product is published and purchasable, this will trigger a back in stock flow to all shoppers who viewed it in the past 60 days (and haven’t purchased or added it to cart since). If the product is unpublished or unavailable online, no email will send.

Article URL: https://help.instant.one/how-does-the-back-in-stock-flow-work Keywords: ## How do I setup my flows for sale periods? Leverage your existing flows for major sales periods like Black Friday/Cyber Monday.

During the holiday period, your business may decide to run seasonal promotions to boost revenue and generate more activity for your brand. Because these promotions typically run for one day or over the weekend, we recommend adjusting your existing flow to avoid any flow disruption or duplicate emails.

By making small changes to your existing flows, you can ensure timely email delivery and accurate tracking of activity for your seasonal promotions.

Best Practices for Flow Adjustments: 

Option #1: Edit the Existing Email or SMS

Modify the current content in your email to reflect the seasonal promotion.

Steps:

  1. Navigate to your existing flow.  

    Screenshot 2024-11-21 at 4.09.08 PM


2.   In the email box, click on the three dots in the top right corner of the email and select Edit. 

Screenshot 2024-11-21 at 4.10.58 PM

3. On the next page, click the subject line and update the content to reflect your promotion.

Screenshot 2024-11-21 at 4.12.07 PM

4. Once you've made the necessary changes, click Done in the top right-hand corner.

Screenshot 2024-11-21 at 2.18.13 PM

5.Your updated changes will now be reflected in the email. 

Screenshot 2024-11-21 at 4.28.34 PM

 

6. To test the changes, click on your email to open the panel on the right, and scroll down to the subject and sender section.

Screenshot 2024-11-21 at 2.22.54 PM

7. Click Edit.Screenshot 2024-11-21 at 2.23.41 PM

8.  On the Manage Template page, click Preview & Test.

Screenshot 2024-11-21 at 4.49.11 PM

9. On the Preview Mode page, click Send test.

send test

10. In the popup, enter your email address and click Send. The preview will be sent to your inbox. 

email

Option #2: Clone the Existing Email or SMS

Clone your existing email and modify the new copy to fit your needs. 

Steps:

  1. Navigate to your existing flow and click on the email under the trigger. Next, click the three dots in the top right corner and select Clone.

Screenshot 2024-11-21 at 4.51.55 PM

2. A cloned copy of the email will appear directly below the original email. 

Screenshot 2024-11-21 at 4.55.06 PM

3. In the top right-hand corner of the clone, click the three dots and select Edit.

Screenshot 2024-11-21 at 4.56.04 PM

4. On the next page, click the subject line and update the content to reflect your promotion.

Screenshot 2024-11-21 at 4.57.40 PM

5. Once you've made the necessary changes, click Done in the top right-hand corner.

Screenshot 2024-11-21 at 5.00.07 PM

 

6. This will redirect you to the flow page. To test the changes, go to the left-hand pane and click Edit.
Screenshot 2024-11-21 at 5.02.04 PM

7. On the Manage template page, click Preview & test. 

Screenshot 2024-11-21 at 4.49.11 PM

8. On the Preview & Test page, click Send Test.

send test

9. In the popup, enter your email address and click Send. The preview will be sent to your inbox.

email

10. On the day of the sale, select the Live button in the original email and switch its status to Draft. Next, set the cloned email status to Live.

Screenshot 2024-11-21 at 5.39.25 PM

11. After the sale ends, return the flow to its original setup. Click the three dots in the top-right corner of the clone and select Delete. 

Screenshot 2024-11-21 at 5.43.45 PM

12. Update the subject in the original email and set the status to Live.

Screenshot 2024-11-21 at 5.47.50 PM

 

Article URL: https://help.instant.one/flow-management-during-sales Keywords: ## Managing Customer Profiles in Instant AI

Your Shoppers tab gives you a full view of every customer who appears in your Instant account. When you open a shopper’s profile, you’ll see their subscription status, subscription type, when it last updated, and a timeline of their recent activity — including emails sent, opens, clicks, browse activity, and add-to-cart events.

Unsubscribing or Suppressing a Shopper

On the right-hand side of every profile, you’ll see a three-dot menu (⋮). This is where you can manually manage a shopper’s communication preferences.You have two options:

Unsubscribe Shopper
If a customer asks to stop receiving marketing emails, you can manually unsubscribe them. This immediately updates their subscription status to Unsubscribed and prevents all future emails.Use when a customer opts out of marketing

Suppress Shopper
Suppressing a shopper prevents them from receiving any emails — even if they are technically subscribed. This is useful for internal accounts, fake signups, or anyone you don’t want included in sending or reporting. Use when you want to block an address entirely

You can also reverse this at any time by selecting Unsuppress Shopper from the same menu.

 

FAQ's

Why was this profile suppressed?

There are two common reasons:

1. The shopper was suppressed manually inside Instant AI. This occurs when someone on your team chooses Suppress Shopper from the profile menu.

2. The suppression came from Klaviyo. Instant AI automatically respects suppression states from Klaviyo

If a profile is marked as suppressed or “Do Not Email” in Klaviyo, Instant AI mirrors that status to keep your compliance and consent data consistent.

If you would like to override Klaviyo suppressions inside Instant AI only, please contact your CSM or reach out to our support team. We can safely adjust your integration settings and advise on best practice.

Article URL: https://help.instant.one/managing-customer-profiles-in-instant-ai Keywords: ## How do I retrieve the ID of a Klaviyo form?

You may need to retrieve a form ID from a Klaviyo sign-up form to use for configuration in Instant.

The instructions below outline how you can retrieve a Klaviyo form ID.

  1. Proceed to Klaviyo's Sign-up forms page.
  2. Click into your form.
  3. Inspect the URL you are currently on.
  4. The 6 character code after /forms/ is your form ID.

    For example, the form ID above is VAnXyj. Once you have this form ID, you can use this throughout Instant, such as in our Predictive Opt-In feature.
Article URL: https://help.instant.one/retrieve-klaviyo-form-id Keywords: ## How Instant Manages Links in Flow Emails

Instant automatically generates a unique URL for each shopper at the time their email is sent, and applies it across every element in the email. Including every image, button, product block, and CTA. This happens dynamically per send, so you don't need to configure any links manually.

How the URL is chosen

The link we generate depends on the context of that shopper's journey at send time:

If a coupon is configured in Instant, we go one step further: when the shopper has an active cart, we automatically build the URL so the coupon is pre-applied when they arrive at checkout. We'll also include mentioning the coupon in subject lines and body copy automatically, which is another benefit of always configuring coupons in Instant. 

When to add a manual link override

You don't need to override anything for standard flow emails. The one case where you might is if you've added a custom image or custom CTA block and want it to link somewhere specific. For example, a best-sellers section or about us within your email template. You can set a manual URL on that individual element in the block settings.

When you do this, only that specific element uses the custom URL. Everything else in the email continues to use the automatically generated link.

Tip: If you're manually editing a URL, don't add UTM parameters. Instant appends these automatically to every link we generate. Adding your own can cause conflicts.

How to check if coupons are auto-appending to links

If you're including a coupon in your flow but haven't set one up in Instant, shoppers will see the code in the email but will need to apply it manually at checkout. To enable automatic coupon application at checkout:

  1. Go to Coupons in your Instant dashboard.
  2. Select Use an existing coupon and choose the coupon you've already created in Shopify.
  3. Choose whether to use the same code for all shoppers, or generate unique codes per send.

Once connected, Instant will automatically pre-apply the coupon to every checkout URL we generate for that flow.

FAQs

Does Instant automatically add UTM tracking to links?

Yes. UTM parameters are appended to every link we generate. You don't need to add them yourself. Read more about UTM tracking with Instant AI →

Why might my UTM data look incomplete in Google Analytics, Triple Whale, or Shopify?

By default, Instant links shoppers directly to checkout for cart and checkout abandonment flows. Shopify can strip UTM parameters from checkout URLs during its redirect, which means external analytics tools may not record those clicks. If UTM-based attribution matters for your reporting, there's a setting to link to your storefront instead — this preserves UTMs at the cost of one extra step to checkout. Contact your CSM or help@instant.one to explore this. Read more →

How can I see which URL was included in a specific shopper's email?

You can preview exactly what was sent to any shopper, including the links used. In your Instant dashboard, open the relevant flow and click the Activity tab to see a live feed of sent emails. Click on any email in the list to open a preview of what that shopper received. From there, hover over any element in the email: image, button, CTA, and the URL generated for that send will appear in your browser's status bar at the bottom of the screen.

What happens to a link if a coupon expires?

Shopify handles coupon validation. If a shopper clicks a pre-applied coupon link after the code has expired, Shopify will redirect them to checkout without the discount applied.

 

Article URL: https://help.instant.one/how-instant-manages-links-in-flow-emails Keywords: ## Setup Instant Audiences

There are three steps to getting started with Instant:

  1. First, install the Instant pixel on your ecommerce platform storefront. This allows Instant to analyse your opted-in web traffic.
  2. Second, connect your Email Service Provider to your Instant account to notify your Email Service Provider of identified shoppers. 
  3. Third, connect a payment method to your account for future billing.
  4. Next, configure flows in your Email Service Provider to market to shoppers identified by Instant.
  5. Finally, activate Instant and start boosting your email marketing revenue!

1. Install the Instant pixel to your Storefront

Installing the Instant pixel on your storefront enables Instant to identify anonymous shoppers on your website.

  1. First, create an account.
  2. Once you have created an account, you will presented with the first step of our onboarding flow.
  3. Select the ecommerce platform you are using (e.g., Shopify, Bigcommerce, or Magento)
  4. Follow the detailed instructions provided based on your platform.

 

Once you have installed the Instant pixel, you are ready to start collecting email addresses from your anonymous website visitors.

2. Connect your Klaviyo Account

Integrating Instant Audiences with Klaviyo allows Instant to notify them of identified shoppers.

  1. Once you have installed the Instant pixel on your storefront, you will be asked to integrate with Klaviyo.
  2. Follow the detailed instructions to obtain and copy your API Keys.
  3. Paste the API Key's into the fields provided.
  4. Click Verify to complete the setup.

3. Set up billing so your Instant Subscription can begin when you go-live

After integrating with Klaviyo, you'll be prompted to add your billing information.

No charges will be applied during setup – we simply collect your payment details for future billing in accordance with our terms of service. Your account stays completely free throughout the entire setup process, and your paid subscription only begins once you've finished all integration steps and Instant is actively running on your site.

4. Configure flows in your Email Service Provider

By configuring flows in your Email Service Provider, you can automatically market to shoppers identified by Instant, driving revenue to your business.

This step is typically completed by the Instant team. This will ensure flows are configured quickly and accurately, with maximal ROI for your business.

  1. Cart Viewed/Checkout Started Abandonment
    This flow markets to shoppers identified by Instant who have visited your cart or checkout pages but have not placed an order.
  2. Add to Cart Abandonment
    This flow markets to shoppers who have added a product to cart on your website, but not completed checkout.
  3. Product Viewed
    This flow markets to shoppers who have viewed products on your website.
  4. Collection Viewed
    This flow markets to shoppers who have browsed collection pages on your website.

Once you proceed to the flow cloning step of Activation, you will be able to book a call with the team to complete this step.

5. Go-Live!

Your customer success manager will activate your account once your flows are cloned and you're ready to go live – this typically happens during your onboarding call!

Your subscription and billing will begin as soon as you go live, in accordance with our terms of service.

 

Article URL: https://help.instant.one/setup-audiences Keywords: sign up form ## Getting Started with Instant AI Instant AI helps you launch high-performing, fully personalised email flows in minutes. Below is a step-by-step guide to walk you through setup. Each section includes a short video and matching written instructions.

What You’ll Need Before You Start

 

Step 1: Create your Account

Step 2: Go All In with Instant

Step 3: Set Up Your Email Templates

Step 4: Set Up Billing and Subscription

Step 5: Complete Activation Tasks


Step 6: Connect your Shopify

Step 7: Connect your Domain

 

Step 8: Go Live

 

You're Live! What’s Next?

Pro Tip: You can edit brand colours and layout any time in Configuration → Brand

 

FAQ's

  1. What if I want to use both Instant AI and Klaviyo?

    You can! Just make sure you don’t have the same flows active in both tools. Use Instant AI for automated flows and Klaviyo for one-off campaigns if needed.

  2. Can I update my branding after setup?
    Absolutely. You can update your logo, brand colours, and master brand settings anytime under Configuration → Brand. Your changes will automatically apply across all future emails.
  3. What if I accidentally connect the wrong Shopify store?
    No problem. Reach out to our support team, we’ll help you disconnect and reconnect the right store.
  4. Can I customise the flows or emails?
    Instant AI automatically personalises each email based on shopper behaviour, there's no manual editing needed. You can customise your overall branding (like layout style, colours, and logo), but the content inside the emails is dynamically generated for the best possible performance.
  5. What happens if my DNS records conflict with existing email settings?
    If the records Instant AI provides already exist in your domain settings, it likely means your domain is configured with another email platform. Reach out to help@instant.one and we’ll help you choose the best alternative configuration.
  6. Can I test Instant without updating DNS?
    You can complete setup and preview emails, but Instant AI can’t send emails until your DNS is verified. DNS is required to send from your domain and avoid spam filters.
  7. Do I need to remove existing DNS records before connecting?
    No. If a conflict exists, we’ll display a warning. You can either resolve it manually or email us to help evaluate which records are safe to keep, remove, or adjust.

  8. Do I need to set up SPF, DKIM, and DMARC myself?

    No. Instant AI handles all the necessary authentication during DNS setup. If you’re using manual setup, we provide all required records — you just need to paste them in.

  9. I’ve verified my DNS, but it’s still showing as pending. What should I do?
    DNS changes can take time to propagate globally. Wait up to 48 hours, then try verifying again. If it still doesn’t resolve, contact support to confirm the setup is correct.

  10. Can I undo DNS changes later?

    Yes. You can remove the DNS records added for Instant AI at any time via your domain provider’s dashboard. However, this will stop email sending through Instant.

Article URL: https://help.instant.one/getting-started-with-instant-ai Keywords: ## How can I load Instant's pixels via Google Tag Manager for Shopify?

Instant’s tracking for Shopify sites relies on two separate scripts:

  1. Theme Pixel (Added via API)

    1. Installation Method: Automatically injected via API as a <script> tag on the storefront.

    2. Purpose: Tracks interactions and events on the Shopify storefront, including email opt-ins.

    3. Maintenance: Instant frequently checks for theme changes. If removed, the pixel will be re-injected automatically.

  2. Customer Events Pixel (Added manually during onboarding)

    1. Installation Method: Manually added via Shopify admin panel during onboarding.

    2. Purpose: Tracks Shopify customer events (e.g., purchases, add to cart, checkout events) and sends them to Instant.

    3. Maintenance: Must remain unchanged after onboarding.

To use GTM to manage these pixels, please follow the instructions below. Please note that incorrect implementation will cause the pixels to become inoperable.


To install Instant via GTM on a Shopify site:

Important note:

When you add GTM to both the storefront and as a Customer Events Pixel in Shopify’s admin panel, GTM will fire Instant's tracking tags in both contexts.

This ensures that Instant's pixels are injected on all pages and during all relevant customer events (e.g., checkout, thank you pages).

1. Inject the Theme Pixel via GTM (Custom HTML Tag)

{% raw %}<script>
!function(i,n,s,t,a,u,d){
    i.InstantConfig = i.InstantConfig || {};
    d = i.InstantJS = i.InstantJS || {};
    d.trackQueue = [];
    d.track = function() { d.trackQueue.push(arguments) };
    u = n.createElement(s);
    u.async = true;
    u.src = t;
    a = n.getElementsByTagName(s)[0];
    a.parentNode.insertBefore(u, a);
}(window, document, 'script', 'https://cdn.instant.one/instant.js?siteId={{SITE_ID}}');
</script>{% endraw %}

2. To support Instant via GTM for the Customer Events pixel, pass raw events into payloads pushed to the dataLayer.

// Subscribe to events
analytics.subscribe("product_added_to_cart", (event) => {
  window.dataLayer.push({
    event: "product_added_to_cart",
    timestamp: event.timestamp,
    id: event.id,
    client_id: event.clientId,
    url: event.context.document.location.href,
    price: event.data?.cartLine?.merchandise?.price?.amount,
    currency: event.data?.cartLine?.merchandise?.id,
    product_title: event.data?.cartLine?.merchandise?.product?.title,
    quantity: event.data?.cartLine?.quantity,
    total_cost: event.data?.cartLine?.cost?.totalAmount?.amount,
    // IMPORTANT: Including the raw_event here is crucial so Instant can fully process the event
    raw_event: event
  });
});

3. Create Event Triggers for All Events

The following events need to be tracked and sent to Instant: collection_viewed, product_removed_from_cart, product_added_to_cart, product_viewed, page_viewed, payment_info_submitted, checkout_address_info_submitted, checkout_shipping_info_submitted, checkout_contact_info_submitted, checkout_started, checkout_completed, cart_viewed

4. Create Data Layer Variable for raw_event

5. Create Tags to Send Events to Instant

{% raw %}<script>
InstantJS.track('SHOPIFY_EVENT', {{raw_event}});
</script>{% endraw %}

Important Considerations

We understand that there are many different ways to set up GTM, so our support team are always happy to help.

Please reach out to Instant support at help@instant.one, or your dedicated customer success manager for further assistance if needed.

Article URL: https://help.instant.one/how-can-i-add-instant-pixels-via-gtm-for-shopify Keywords: ## How are disputes handled? Disputed Payments from Customers

A dispute (also known as a chargeback) occurs when a cardholder questions your payment with their card issuer.

To process a chargeback, the issuer creates a formal dispute on the card network, which immediately reverses the payment, pulling the money for the payment, as well as network dispute fees from Instant.

When a dispute is initiated, Instant will notify you of the dispute and relevant information via email. We will also debit the disputed amount, plus a $30 dispute fee, until the dispute is resolved.

Disputes will fall under one of the following dispute category types: 

  1. Credit not processed: The cardholder claims that they were eligible for a refund or credit that was not completed or processed, likely relating to a return of the product or service.

  2. Duplicate: The cardholder notices multiple charges on their statement for the same transaction, indicating an accidental duplication of charges.

  3. Fraudulent: The cardholder suspects unauthorised use of their card for a transaction they did not make, indicating potential fraud or identity theft.

  4. Product not received: The cardholder made a purchase but did not receive the ordered product or service within the expected timeframe.

  5. Product unacceptable: The cardholder received the purchased item or service but found it to be significantly different from the description or of unsatisfactory quality.

  6. Subscription canceled: The cardholder claims that they canceled their subscription, but they are still being billed for it.

  7. Unrecognised: The cardholder does not recognise the transaction on their statement and believes it may be fraudulent or a mistake.

How to Respond to a Dispute

When you receive a notification of a dispute via email from Instant, you will need to decide how to respond. There will be a date you need to respond by which we will advise you.
You can respond by:

Providing evidence to challenge the dispute

If you choose to challenge the dispute, Instant will require evidence which we will provide to the customer's bank. 

The evidence required would vary based on the dispute category type, Instant will advise you the reason for the dispute and best evidence to provide in our email.


Examples of evidence can include:
• Communications with the customer
• Proof of postage/delivery
• Tax invoice/order details
• Confirmation the customer was refunded
• Any document that proves the authenticity of the transaction
• That the legitimate cardholder did in fact make the payment
• Confirmation email sent to cardholder
• That the product wasn’t damaged or defective
• That the customer withdrew the dispute

Dispute Resolution Process

The customer's bank will investigate and make a final decision. The dispute resolution process can take several weeks or even months. We will keep you updated on the status of the dispute along with any additional evidence required. Once the dispute is resolved, we will notify you of the outcome via email.

If Your Challenge is Successful 

If you win a dispute, the debited amount and the $30 dispute fee will be returned to you.

If Your Challenge is Unsuccessful

If you lose a dispute, you will be responsible for the customer's refund and the $30 dispute fee. Instant will have already debited the disputed amount and fee so this will not be returned to you.

Article URL: https://help.instant.one/disputes Keywords: dispute,charge back ## Prohibited & Restricted Businesses

While Instant offers its services to a wide range of industries, there are certain businesses that are prohibited or subject to restrictions when it comes to using payment services. These restrictions are in place due to various legal, regulatory, and risk considerations. 

Certain businesses listed on the Restricted Business list can use Instant after additional detailed review and approval. This requires us to gather additional information and documentation about your business during the sales process.

Prohibited Businesses

  1. Illegal products and services: Instant prohibits businesses involved in the sale or distribution of illegal drugs, fake references or ID-providing services, telecommunications manipulation equipment, and organisations promoting unlawful violence or harm.

  2. Intellectual property infringement: Instant restricts businesses from selling unauthorised copyrighted materials, pirated music/software, counterfeit goods, unauthorised brand name or designer products/services that infringe upon intellectual property rights.

  3. Unfair, predatory, or deceptive practices: Instant prohibits businesses engaged in pyramid schemes, deceptive marketing, predatory lending, or offering unrealistic rewards without delivering on promises.

  4. Adult content and services: Instant does not permit businesses involved in the sale or distribution of pornography, adult services, adult video stores, or online dating services focused on adult content.

  5. Certain legal services: Instant restricts businesses such as law firms collecting funds for non-legal purposes, bankruptcy attorneys, and bail bonds services.

  6. Firearms, explosives, and dangerous materials: Instant prohibits businesses engaged in the sale or distribution of guns, firearms, explosives, or toxic materials.

  7. Gambling: Instant does not allow businesses engaged in gambling activities, including games of chance, internet gambling, sweepstakes, contests, and lotteries.

  8. Marijuana: Instant restricts businesses involved in the sale or distribution of cannabis products and cannabis dispensaries.

Restricted Businesses

  1. Financial products and services: Instant has restrictions on businesses offering investment and brokerage services, lending services, buy now pay later services, crowdfunding platforms, debt collection agencies, insurance services (including medical benefit packages), money transmitters, and other financial institutions.

  2. Government services: Businesses involved in government grants, embassy or foreign consulate services, and services related to foreign governments are restricted from using Instant.

  3. CBD Products: Instant allows CBD products containing negligible amounts of THC, but restricts businesses engaged in other CBD-related activities.

  4. Pharmaceuticals, medical devices, and telemedicine: Instant has restrictions on online pharmacies, prescription-only products, regulated medical devices, telemedicine, and tele-health services.

  5. Tobacco: Instant restricts businesses engaged in the sale of tobacco products, including vapes, e-cigarettes and e-liquids.

  6. Credit card and identity theft protection services: Businesses offering credit card and identity theft protection services are restricted by Instant.

  7. Other age-restricted goods or services: Instant has restrictions on businesses selling age-restricted goods or services.

  8. Travel:  Instant restricts businesses in the travel industry, including travel reservation services, airlines, cruises, and timeshare services

  9. Non-fiat currency and stored value: Businesses involved in non-fiat currency and stored value, such as virtual currencies, cryptocurrencies, non-fungible tokens (NFTs), prepaid phone cards, sim cards, phone services, and sale of stored value or credits by anyone other than the seller. Additionally, the sale of in-game currency or game items is restricted unless the merchant is the operator of the virtual world.

  10. Business models prone to abuse by 'bad actors': Instant has restrictions on multi-level marketing businesses, network marketing and referral marketing programs, shipping and forwarding brokers, and businesses involved in shipping services, including shipping brokers, forwarding brokers, and drop shipping.

  11. Charity sweepstakes and raffles for fundraising: Instant restricts businesses conducting charity sweepstakes and raffles explicitly for fundraising purposes.

FAQ

 Why can't Instant work with these businesses?
Behind the scenes, Instant works closely with payment networks and banking partners. These institutions are governed by strict legal regulations and have specific rules regarding the types of businesses they work with. Instant must adhere to these requirements and also comply with the laws of the countries where it operates. Additionally, Instant must consider the financial risks associated with different businesses, both for the benefit of customers and the company itself.

While the goal is to provide businesses using Instant with a seamless payment experience, the reality is that every payment transaction involves multiple financial companies, each with their own set of restrictions. These restrictions can be broad and often confusing, making the decision to support a business not solely up to Instant but also dependent on the regulations and guidelines imposed by the various financial entities involved in the credit card processing chain.


Why are entire business categories prohibited or restricted?
Rather than assessing each business individually, many financial institutions prefer to make decisions based on broad categories of businesses. As a result, certain categories are often restricted or prohibited from accepting payments. These restrictions can be quite rigid and may not provide nuanced consideration to individual businesses. Instead, they are designed to manage risk in a general sense, rather than support the maximum number of businesses possible, offering a blunt and uniform solution rather than a precise and tailored one.

Article URL: https://help.instant.one/prohibited-busineses Keywords: ## How Reviews and Social Proof Work in Instant AI Emails Reviews are one of the strongest drivers of trust and conversion. Instant AI automatically includes them in your emails so shoppers can see real feedback at the right moment, without you needing to set anything up. ### **Star Ratings in Product Blocks** Whenever you use a **Product Block** that includes the product price and product description, Instant AI will automatically add star ratings and review counts (from supported providers). - If a product has no reviews, ratings will be hidden. - If the average rating is below 4 stars, we also hide it. - Ratings appear in any flow that includes product blocks, for example Abandoned Cart, Checkout, Browse Abandonment, or Welcome flows. - If you're using a product block that is images only, star ratings will also be hidden. We currently support: - Okendo - Judge.me - Reviews.io - Loox - Stamped As long as your reviews are available on your product pages through one of these providers, Instant AI will read and display them automatically. No integration or API is required. > **Note:** Klaviyo Reviews is not a supported provider. If your reviews are powered by Klaviyo Reviews, we cannot read them, so star ratings and testimonials will not appear. The exception is if an older, supported provider's reviews are still saved on your product pages (see "If you've switched review providers" below). Support for other providers may be available depending on how they store their review data. Some providers store reviews in a way that cannot be read, so those reviews will not appear. ### **Star ratings versus written quotes** Support can also vary within a single provider. Some providers give us the star rating and review count, but not the written quotes. When that happens, star ratings will still show in Product Blocks, but Social Proof Blocks will stay hidden because there are no readable quotes to display. Current examples where we can read the review count but not the written quotes are **Loox**, **Stamped** and **Judge.me**. Judge.me recently changed how reviews load on the page, so we can now read the review count but not the individual quotes. ### **If you've switched review providers** Instant AI reads one provider's data per product. If you've moved from one provider to another, and your old provider's reviews are still saved on your product pages, we may keep reading those older reviews instead of your new ones. This is common when a merchant moves to a provider we don't support. For example, if you used Okendo in the past and have since moved to Klaviyo Reviews, we can't read Klaviyo, but your old Okendo reviews are still on the product, so those are what appear. As long as the old data is still on your product pages, it will be read. To stop old reviews from showing, the old provider's review data needs to be removed from your products. --- ### **Adding Testimonials with Social Proof Blocks** In addition to star ratings, you can also feature longer customer quotes. This is done by adding a **Social Proof Block** to your email. Instant AI will automatically pull in testimonials from your store and display them in the block. If there aren't any suitable reviews, the block will stay hidden. Our algorithm selects reviews that are most likely to build trust and help conversion. It only includes: - Reviews with **4 stars or higher** - Reviews that are at least one full sentence long - Reviews with positive, helpful sentiment - Reviews with signals of usefulness (e.g. **Okendo upvotes**) where available You can choose between: - **Grid view** (multiple reviews at once) - **List view** (swipe or scroll through quotes) --- ### **FAQ** **Why don't I see reviews in my emails?** There are a few common reasons why reviews may not appear: 1. Block type 1. Reviews only show in Product Blocks with price. If you're using an image-only block, switch to a block design that includes product details. 2. Provider support 1. Reviews are only pulled from supported providers (Okendo, Judge.me, Reviews.io, Yotpo, Loox, Stamped). 2. Klaviyo Reviews is not supported. If you use another unsupported provider, reviews won't display. Adding a Social Proof Block with an unsupported provider will also result in the block being hidden. 3. Review quality 1. Instant AI only includes valid, positive reviews. 2. Placeholder content will never be sent. If you see placeholder text in the on-screen editor but not in your test email, it means no valid reviews are available. This could be that this product has no reviews, or the review provider isn't supported. 4. Ratings and counts 1. Ratings below 4 stars or products with no reviews are automatically hidden. 2. Check that the product you're testing has valid reviews available. 5. Test product selection 1. Test emails use sample products. If the sample product doesn't have reviews, none will display. 2. Try previewing a different flow (e.g. Welcome Flow, which uses Best Sellers) since those products usually have more reviews. 6. Preview versus real emails 1. The on-screen editor shows rotating sample reviews that refresh every 24 hours to give you examples while designing. 2. The Send Test Email option is the most accurate preview of what will appear in real emails, as it pulls real-time review data. **Why are old reviews showing in my emails?** Instant AI reads one provider's data per product. If you've switched providers and your previous provider's reviews are still saved on your product pages, we may keep reading those older reviews. This happens most often when the new provider isn't one we support, so the only readable data left is from the old provider. Removing the old provider's review data from your products will stop them appearing. **Why do I see star ratings but no written testimonials?** Some providers give us the review count and average rating, but not the written quotes. When that happens, star ratings show in Product Blocks, but Social Proof Blocks stay hidden because there are no readable quotes. Loox and Judge.me are current examples where we can read the count but not the quotes. **How can I check whether my reviews can be read?** You can check what review data is stored on a product in your Shopify admin: 1. From your Shopify admin, go to **Products** 2. Open the product you're testing 3. Scroll to the **Metafields** section at the bottom of the product page 4. Look for review data written by your review app, such as a rating and a review count If you can see a rating and count but no review text, your provider only gives us the count, not the written quotes. If you can't see any review data from your provider, it likely means your provider doesn't store reviews in a way we can read, so they won't appear in emails. > **Note:** Not every review app writes to product metafields, and some only make them visible once a metafield definition has been set up. If you're unsure what we can read for a specific product, contact support and we can check for you. **Can I turn reviews off?** Yes. If you'd prefer not to include reviews, just select a block without product details. Need more help? [Submit a ticket](https://help.instant.one/kb-tickets/new). Article URL: https://help.instant.one/how-reviews-and-social-proof-work-in-instant-ai-emails Keywords: Judgeme ## How do I whitelist Scripts, Cookies, and Local Storage for the Instant Pixel?

To ensure proper functionality of the Instant Pixel, please whitelist the following scripts, cookies, and local storage items.

While these requirements do not frequently change, they are subject to occasional updates; please periodically verify them.

Scripts

Ensure your Content Security Policy (CSP) or other script-blocking configurations allow scripts from these domains. These are essential for the Instant pixel to work.

Cookies

The following cookies must be permitted for accurate tracking and analytics:

These cookies are essential for user identification, session tracking, and accurate reporting.

Local Storage

Allow the following local storage keys to enable correct session and user tracking:

These local storage items are essential to maintain session continuity and user identification across browser sessions.

Implementation Tips

For further assistance, please contact Instant support.

Article URL: https://help.instant.one/how-do-i-whitelist-scripts-cookies-localstorage-instant-pixel Keywords: ## How to troubleshoot installing the Instant App and Instant Shopify Integration

Important: Before beginning, your account in Shopify must have Administrator permissions, or if using custom staff permissions you need to have Develop Apps and Manage and Install Apps permissions granted.

If you do not have these permissions please contact your administrator to request them before starting, or they must complete the set up on your behalf. Read more

As of 1 January 2026, Shopify updated how apps are installed and connected to stores. Instant uses this updated connection method, so the steps may look different to what you’re used to.

During onboarding, Instant will always show the latest, up-to-date install instructions. Follow the on-screen steps first. If you’d like a guided tutorial, watch this step-by-step video and follow along:

 

 

Still not working?

Steps to troubleshoot will depend on what errors you're seeing. If you're seeing the “Integration error: Failed to verify Shopify integration” error.  In almost all cases, this is caused by one of the following:

Follow the below steps to check each option, and if in contact with one of our team members for support, please share screenshots when prompted below with our team. 

 

1. Check to confirm that the Instant App is both created and installed

It is possible that the app was created, but not correctly installed or connected. First, it's best to check that the app is installed on the right store and is accurately working. 

  1. Go to Shopify Admin > Settings

  2. Select Apps > Develop Apps

  3. Select Build apps in Dev Dashboard
  4. This will open the Shopify Dev Dashboard in a new tab

    find-instant-app-in-dev
  5. Find the Instant App from the list of created apps and select
    (Note: This should already be installed from following earlier steps, otherwise refer to steps 8+ on the standard installation instructions)

  6. Confirm that the app has 1 Installs next to it on the right
    1. If there are 0 installs, then select Install App and follow the prompts to correctly install Instant to your store. If you have made any changes to the installation, return to the Instant integration page and try and re-verify your integration.
    2. If there is 1 installs, then select click on the number of installs to see the name of the stores installed and verify that it is the correct site. 

      check-install
             

2. Check to the scopes and permissions on the app

It is possible that the app was created, and installed, however we are missing some key Shopify permissions to validate the integration.

  1. Complete the steps above to locate, and view the installed app

  2. Under Versions, select the name of the latest version that is active
  3. Confirm that all of the scopes are listed under Scopes 

    view-existing-scopes
  4. If there are any listed as optional (this section will be missing if there is none) or
    If the list of permissions does not match the expected list 
    1. To do this, click the back option to return to the app home
    2. Select New Version
    3. Delete all of the existing options under Scopes or Optional
    4. Replace these with new scopes by Copy and paste the below list under Scopes in the app

      write_themes,read_themes,write_script_tags,read_script_tags,write_customers,read_customers,read_products,read_orders,read_customer_events,write_discounts,read_discounts,write_content,read_content,read_inventory,write_online_store_pages,read_online_store_pages,write_pixels,read_pixels,unauthenticated_write_checkouts,unauthenticated_read_checkouts,unauthenticated_read_customers,unauthenticated_read_product_listings
    5. Select Release
    6. A pop-up will appear, select release again  

      add-new-scopes
  5. If this section looks correct, but you aren't certain please take a screenshot and share it with our team for verification

 

 

Why else might the integration not work?

  1. Installed via a distribution link - It's critical that this method must be followed exactly. Alternative methods such as installing via a distribution link are no longer supported by Shopify and have moved to the new partner installation. If you have attempted to install using this method, unfortunately none of the scopes will save and the app will not function. Please try again using the correct method

  2. Missing permissions to publish or install the app - If your permissions in the Shopify store are missing the ability to create and install apps you may be limited in what steps you can execute. If you can't see the ability to build apps in Dev Dashboard, this is usually a good indicator that your permissions are what's stopping you from setting up. 

    Your account in Shopify must have Administrator permissions, or if using custom staff permissions you need to have Develop Apps and Manage and Install Apps permissions granted. If you do not have these permissions please contact your administrator to request them before starting, or they must complete the set up on your behalf. 

  3. You have an existing integration with Instant, or a previous integration - We can only support one Shopify ID connected to Instant at one time. If it is possible that you had a previous or old account with Instant, parts of your set up may already be in use. If that is the case please contact our team for assistance to reset your old account so it is available for use and try again. 

If all of the above is executed correctly, and it is still failing, please reach out to our team for assistance and provide screenshots of the relevant steps. Article URL: https://help.instant.one/why-am-i-getting-an-error-when-installing-the-instant-app-to-shopify Keywords: ## Flow Setup: Add to Cart Abandonment

Add to Cart abandonment flow targets visitors who have added an item to their cart and left the site without completing a purchase.


These flows are triggered through the "Add to Cart - Instant Audiences" metric in Klaviyo.

If you have an existing flow setup for 'Add to Cart', please duplicate it for Instant Audiences.

If not, we suggest duplicating your Cart Viewed/ Checkout Started flow.

When creating this Instant Audiences flows, ensure it's named '[Instant Audiences] - Add to Cart Abandonment'.

 

Flow Filters

To ensure that contacts are not enrolled multiple times or if they have made a purchase, it's crucial to add the following flow filters to your new flow:

*The cooldown period is how long you want before a customer can reenter this flow to prevent over-messaging. You can configure this as you wish. If you do not wish to have a cooldown, skip adding this filter.

If you have these existing flows:

If you have any of these flows, you'll also need to add these filters on your new '[Instant Audiences] - Add to Cart Abandonment' flow to prevent enrolling contacts already in your existing flow or in a higher intent Audiences flow.
If you have, or are going to create this existing flow: Add these filters to your new Instant Audiences flow:
Add to Cart abandonment flow

Add the filter: Added to Cart > zero times > since starting this flow

Extend the delay on your new flow to be 15 minutes later than your existing flow

(e.g. if your existing flow was 1 hour, set the Audiences flow to 1 hour, 15 minutes)

If your existing Browse Abandonment flow has a cooldown (i.e. Has not been in this flow > in the last X days), then add the following filter to your new flow. 

  • Person has Received Email > where Flow > equals {{ Your Existing Abandonment Flow }} > zero times > in the last 7* days

If this Audiences flow also support SMS, then also add the filter:

  • Person has Received SMS > where Flow > equals {{ Your Existing Abandonment Flow }} > zero times > in the last 7 days
Checkout Started abandonment flow

Add the filter: Checkout Started > zero times > since starting this flow
Instant Audiences - Cart Viewed / Checkout Started abandonment flow

Cart Viewed / Checkout Started - Instant Audiences > zero times > since starting this flow

Add these filters to your existing flow's

If you have any of these existing non-Instant Audiences flows, these additional filters must be added to your existing flows to prevent enrolling contacts already in those flows.

If you have, or are going to create this existing flow Add these filters to your existing flow
Add to Cart Abandonment

Cart Viewed / Checkout Started - Instant Audiences > zero times > since starting this flow

If you have a cooldown on your existing flow:

then add the following filter to your new flow:

If the Audiences flow also supports SMS, add another identical flow filter to your existing flow, but with "Person has Received SMS" as the filter.

 

Article URL: https://help.instant.one/add-to-cart-abandonment Keywords: add to cart ## How to add Gmail Annotations for Instant AI

When your Instant AI email includes a discount, we automatically add the Gmail Promotions “deal” markup in the HTML. Gmail can then show a promo chip like “Free shipping” and “Expires today” in the Promotions tab preview. The code itself won’t be exposed in the preview.

No setup in Instant is required. The only step is getting your sending domain approved by Google.

One-time setup with Google

  1. Prepare your sender list

    Collect every domain and subdomain you send marketing emails from. Examples:

    1. example.com

    2. email.example.com

    3. news.example.com

  2. Email Google to request allowlisting

    Send a request to p-Promo-Outreach@google.com. Use the template below.

    Subject: Request to enable Gmail Promotions Annotations for

    Body (copy and paste)

    Hi Google Team,

    Please enable Gmail Promotions Annotations for our brand.
    Brand name: <Your brand name>
    Primary website: <https://www.example.com/>

    Sending domains and subdomains:
    - <example.com>

    - <email.example.com>

    - <news.example.com>


    Description of content:
    Promotional emails to opted-in subscribers. Emails may include annotated deals such as discount amount, free shipping, and expiry dates.
    We already include the required annotations in our email HTML via Instant AI.

    Thank you!
  3. Wait for approval
    Google manages this process end to end. Approval timelines vary. If you need an update, reply to p-Promo-Outreach@google.com.

After approval

You’re done. Instant AI already includes the required markup whenever a discount is present, so your existing emails will start showing eligible promo chips in Gmail automatically.

 

How to verify

What Instant AI annotates

FAQs

Do I need to add or edit HTML?

No. Instant AI adds the markup automatically when a discount is present.

Does this work outside Gmail?

Annotations are a Gmail Promotions feature. Other inboxes ignore the extra markup without any downside.

Will this reveal the coupon code in the preview?

No. Gmail shows the deal and expiry, not the code.

What if I use static Shopify codes or other code formats?

If a discount exists in the email, Instant AI will annotate it. Expiry is shown when we detect one.

Does this affect deliverability?

Annotations don’t change deliverability. Normal authentication (SPF/DKIM/DMARC) still applies.

Why don’t I see the chip every time?

Gmail decides when to show annotations based on its own logic. Allowlisting is required, but chips may still not appear 100% of the time.

 

Troubleshooting checklist

 

Article URL: https://help.instant.one/how-to-add-gmail-annotations-for-instant-ai Keywords: ## Why am I receiving '400' status code errors for my API calls to Instant? If you've noticed '400' errors in your API calls to Instant, this is expected behavior and not a cause for concern. These errors occur when we attempt to retrieve a profile using a Klaviyo encrypted ID, known as the 'kxID', which may have expired.

What is a kxID?

A kxID is a unique identifier associated with your customer's profile and is used to securely link their profile to an email address and other information.

These IDs are temporary and will expire after a few days to ensure added security and privacy.

 
Why Are "400" Errors Occurring?

The "400" occurs when we attempt to retrieve a profile using a kxID that has expired. 

Why Does the "kxID" Expire?

The kxID is tied to a specific session or visitor. When a shopper hasn't visited the website for a while, the kxID may expire (typically within a few days). If an attempt is made to retrieve a profile using this expired ID, this error occurs.

What Should I Do?

There’s no immediate action required on your part regarding these errors. They are expected and occur simply due to expired kxIDs.


 

 

 

 

 

 

Article URL: https://help.instant.one/error-for-my-api-calls Keywords: ## Transactions Summary Report

Instant offers a variety of reports for users to download and access. These reports provide valuable insights and data on transactions, payouts, and reconciliation.

The Transactions Summary Report downloads a summary of transactions from the specified time range. This report contains:

Example

Other Reports

  1. Transactions Itemised
  2. Payouts Itemised 
  3. Payouts Summary
  4. Payouts Reconciliation Itemised
  5. Payouts Reconciliation Summary
Article URL: https://help.instant.one/transactions-report Keywords: ## Removing the Cancel Order Button from Instant Checkout

Some merchants might want to remove the "Cancel Order" button from the Instant Checkout process.

Before making this change, it's crucial to consider the implications of this action before proceeding.

Understanding the Implications

To remove the Cancel Order button reach out to our support team at help@instant.one

Article URL: https://help.instant.one/removing-cancel-order-button Keywords: ## How to Make Sure Your Email and SMS Metrics Aren’t Inflated by Bots

If your Klaviyo open or click rates look unusually high, it may be because bot traffic is being included in your reporting. Bots are automated systems that can trigger opens or clicks without a shopper ever interacting with your message.

By default, Klaviyo includes this activity in its metrics. The good news is you can adjust your settings so your reports only reflect real human engagement.

Why this matters

Counting bot interactions makes your open and click rates look better than they really are. This can:

How to update your Klaviyo settings

To exclude bots and automated activity from your Klaviyo reports:

  1. In Klaviyo, go to Attribution Settings.

  2. Scroll to Tracking and reporting data.

  3. Tick the options to:

After updating these settings, your reports will better reflect genuine shopper engagement.

 

FAQ

What are bots in email reporting?

Bots are automated systems that scan or interact with emails for reasons unrelated to a shopper’s behaviour. Examples include:

 

Why exclude them?

Including bots inflates open and click rates, which makes it difficult to understand what’s really working. Excluding them ensures your reporting reflects true human engagement.

Article URL: https://help.instant.one/how-to-make-sure-your-email-and-sms-metrics-arent-inflated-by-bots Keywords: ## How does Instant AI manage alt text in emails?

Alt text helps make emails more accessible and reliable. It ensures that people using screen readers can understand your images, and it provides helpful context when images don’t load. Alt text can also support overall email quality and deliverability, as inbox providers use it to understand your content.

Instant AI automatically adds alt text to every image included in your emails so you don’t need to create it manually.

Logos, icons and structural images
Instant AI assigns straightforward, descriptive alt text to all non-product images, including logos, icons, and elements like review stars.

Product images
Alt text is generated using AI and populated from your Shopify product data, ensuring each product image has an accurate, context-specific description.

Custom images you upload
Any uploaded image, such as banners, lifestyle photos, or campaign graphics, are automatically analysed and given AI-generated alt text based on its visual content.

The generated alt-text is saved and re-used every time this image is used in future flows or campaigns. 

Alt text is added automatically in the background and doesn’t require any configuration. If you’d like to see it in practice, you can send yourself a test email and check the alt text on any image.

Article URL: https://help.instant.one/how-does-instant-ai-manage-alt-text-in-emails Keywords: ## Troubleshooting Your DNS Settings for Instant AI

To send emails through Instant AI, your DNS must be set up and verified correctly. If your preview emails are failing or your domain hasn’t verified after 48 hours, it’s likely due to a DNS issue. Here’s how to troubleshoot and get back on track.

1. Check Your DNS Status

2. Try Connect your DNS Automatically

 

Troubleshooting Tips:  Most domain providers allow only one CNAME record per host. If you’re trying to connect automatically but already using a CNAME with another platform (like Klaviyo or Mailchimp), you won’t be able to add ours without removing the existing one.

 

3. Try Connect your DNS Manually

  1. If you don’t see the automatic setup option, your domain provider isn’t currently supported by Entri, or their service is temporarily down.

  2. In this case, you’ll need to complete setup manually.

  3. Click “Connect your DNS manually” in the DNS screen.

  4. You’ll be shown a list of DNS records (e.g. CNAME, TXT).

  5. Copy these values exactly. DNS is case- and character-sensitive.

  6. Log into your domain provider (e.g. GoDaddy, Cloudflare, Shopify) and add the records.

  7. Save the changes and return to Instant to click “Verify”.

Tip: If you’re unsure how to add DNS records with your provider, search “[your provider] add DNS records” (e.g. “Shopify add DNS records”) for provider-specific guides.



Still Stuck? If your DNS hasn’t verified within 48 hours, send us a screenshot of your DNS records and we’ll help troubleshoot from there.

 

Article URL: https://help.instant.one/manage-your-dns Keywords: ## Customising your SMS brand prefix

Every SMS you send through Instant starts with a brand prefix so that recipients can immediately recognise who the message is from. Setting your prefix is a one-time configuration that applies to every SMS you send through campaigns and flows.

This article covers where to find your prefix settings, the difference between the two prefix options, and how to choose between them.

Before you start

You'll need SMS configured on your account to access prefix settings. If you haven't done that yet, see Enabling Instant AI SMS in Australia.

Where to find prefix settings

Your prefix is configured in SMS Settings, accessed from your SMS configuration page in the dashboard. It's set once and applies globally to every SMS you send, both in campaigns and in flows.

Short prefix (up to 4 characters)

A short, abbreviated version of your brand name. The short prefix has one extra benefit: it also lets you customise the prefix used in your shortened links, so your brand appears at both the start of the message and inside the link itself.

For example, if your brand prefix is EM'S and your link prefix is also EM'S, your SMS might look like:

EM'S: New arrivals just dropped. First look here: https://em's.insst.io/tYynpd Reply STOP to unsubscribe

Long prefix (up to 10 characters)

A longer version of your brand name (or your full name, if it's short enough). The long prefix gives you stronger brand recognition at the start of every SMS, but the link prefix uses the Instant default and isn't customisable.

For example, with the long prefix AFTERSHOCK:

AFTERSHOCK: Hi Gemma, we saw you checking out our new product. Here's 25% off: https://insst.io/KXLWES Reply STOP to unsubscribe

Which option should I pick?

The right choice depends on your brand name and what you want to optimise for.

Pick short prefix if:

Pick long prefix if:

Both options satisfy the legal requirement to identify your business in every commercial SMS, so either is compliant.

Changing your prefix later

You can update your prefix at any time from SMS Settings. Changes apply to all future SMS sends across campaigns and flows.

Already-sent messages aren't affected. If you have a campaign scheduled but not yet sent, the new prefix will apply when the campaign sends.

Removing the prefix on a specific campaign

You can delete the prefix from an individual SMS campaign during drafting. If you do this, you must include your business name somewhere else in the message body. Australian law requires every commercial SMS to clearly identify the business sending it. Keeping the prefix is the easiest way to make sure every message is compliant by default.

Related articles

Article URL: https://help.instant.one/customising-your-sms-brand-prefix Keywords: ## Trialling Instant Audiences

Instant offers discounted trials to new customers for Instant Audiences. Trials enable merchants to see the value of Instant Audiences first hand, before committing to our full-price offering.

How trials work

Trials of Instant Audiences last thirty days and come at a discounted price. Our discounted trial price is contingent on a few simple conditions.

First, customers on trial must commit to enabling all three of our standard email marketing flows, configured as recommended by our team. This is to ensure a fair test of our full capabilities, unhindered by the lack of a specific email marketing flow that would improve ROI.

Second, if you're using another email marketing solution, Instant's abandonment flows must be given priority over all other retention marketing solutions, other than your standard flows. For example, if you use Klaviyo, Klaviyo's abandonment flows will take first priority, Instant's will take second, and any other competitors you may use or be testing will take third, or fourth priority. If you wish to prioritise a competitors abandonment flows above ours, you will not see the full potential of Instant, rendering the trial pointless.

Merchants who wish to trial Instant, but want to design their own test that does not meet the above criteria, are welcome to trial Instant at it's full price, and we're happy to provide advice on running an effective test.

FAQ

Why are trials of Instant thirty-days long?

Most merchants already do some retention marketing, whether that is through abandonment emails or paid social retargeting, and most of their existing software systems will remember shopper identities for between twenty-four hours and seven days. For this reason, Instant's results typically balloon after the first week of use, and again after the second. This is why Instant insists on thirty-day trials: this is the ideal length of time to get at least two weeks of Instant at optimal performance.

Will my results stay flat, improve, or decline after my trial?

After adjusting for the seasonality of your business (i.e., January will most likely be slower than November), Instant results should compound over time. This is because we remember shoppers indefinitely, and many shoppers do not come back to your website for a few months or even years. So, the more shoppers we remember (and this increases with time), the more likely we are to identify a returning shopper, and the better results you will see. Many of our customers see a fifty-percent increase in performance over their first year.

Instant also regularly releases improvements to our engine, further improving ROI over time.

What is the price of my trial? What will my price be after my trial?

Trials of Instant come at a discounted price, set based on our estimated performance for your business. We estimate this performance based on your current email and website revenue.

At the end of the trial, you will move to a price that is set based on the performance of Instant (i.e., we charge more if we generate more revenue for you). We target a 4x return on investment, and our price is capped on our largest plan to ensure you only ever pay our standard full price or less, based on performance. 

The price cap for Instant Audiences is currently $2.5K per month. Given we target a 4x return on investment, merchants earning $10K or more in return from Instant Audiences each month will pay this price. This cap means that many larger brands earn ROI north of 20x.

Smaller merchants who earn less than $10K in monthly return from Instant Audiences pay between $500 and $2K, depending on their performance, targeting at least 4x ROI from the product.

e.g.,


For more pricing information, please contact our sales team.

Article URL: https://help.instant.one/trials Keywords: sign up form,instant audiences trial ## Payouts Itemised Report

Instant offers a variety of reports for users to download and access. These reports provide valuable insights and data on transactions, payouts, and reconciliation.

The Payouts Itemised Report downloads the full list of individual transactions from the specified time range. The report contains:

Example

Payout Itemised Report

Other Reports

  1. Transactions Itemised
  2. Transactions Summary
  3. Payouts Summary
  4. Payouts Reconciliation Itemised
  5. Payouts Reconciliation Summary
Article URL: https://help.instant.one/payouts-itemised-report Keywords: ## Why is an order showing as 'Pending'?
When a customer places an order through Instant, the customers card is authorised and the order is placed in a "Pending" status.
 
Instant Checkout provides a 5 minute window, where a customer can cancel their order or update their details. If they cancel their order, the order status in your ecommerce system is set to "Cancelled", and the card authorisation is cancelled (meaning the customer will not be charged.)
 
After 5 minutes, the order is then progressed to "Processing" and the card authorisation is captured.
 
Only orders in a "Processing" status should be fulfilled.
 
Please ensure that Instant Checkout orders with a status of "Pending" are not fulfilled as they can still be cancelled.
 
Once an order is "Processing", it cannot be cancelled and therefore can be fulfilled.
 

Orders Stuck in Pending

If an order stays stuck as 'Pending' in your platform, please search the order number in your Seller Dashboard to confirm if the order was paid.  If the order is there, it can be manually updated in your platform and fulfilled. 

 

If the order is not in the Instant dashboard, this indicates that your server/website may have had an outage and the order was not paid and should not be fulfilled.

 

Feel free to contact help@instant.one for any clarification on pending orders.

Article URL: https://help.instant.one/pending-orders Keywords: magento,merchant help,pending,order status ## Getting Started with Analytics This page highlights key data to track progress and success during your Audiences subscription.

The Analytics page gives you a clear view of your revenue uplift through using Instant Audiences, as reported by your connected Klaviyo account.

Your data is organized into easy-to-read cards, allowing you to track key performance metrics like ROI, projected revenue, and Instant Flow statistics.

Each card offers valuable insights to help you analyze both your current and future performance.

 

Accessing the Dashboard 

1. Navigate to the Instant Dashboard and log in.

2. After logging in, you'll be taken directly to the Analytics view, where you can see your total Instant Audiences revenue uplift across your entire subscription period.

collagen

 

Default Cards

Return on Investment cards 

This card displays how much revenue you have generated with us and your ROI relative to your subscription cost.

Screenshot 2025-02-25 at 1.27.17 PM

How We Calculate Your Card Data:

Projected Revenue Uplift Cards

The Projected Revenue card displays your projected revenue uplift over the next 3-month and 12-months periods.

To change the estimated uplift dates, click the arrow on the right-hand side of the card. 
Screenshot 2025-02-25 at 2.34.10 PM

 

The Projected Revenue Graph illustrates cumulative revenue, revenue breakdown, and projected revenue over the selected period. To see a breakdown of your revenue in the graph, simply hover over a date.

Screenshot 2025-02-25 at 2.51.40 PM

How We Calculate Your Card Data:

We retrieve your Shopify order data from the past year, gathering total revenue for the current and previous months. Using historical year-over-year trends and recent uplift, we project future revenue.

 

Instant Flows Card 

This card displays each Instant Flow and the revenue generated in the time period selected. You can also see trend data over the last 7 days.

Screenshot 2025-02-25 at 2.00.49 PM

 

Article URL: https://help.instant.one/analytics-dashboard Keywords: ## Why Instant AI Emails Require a Physical Address

All Instant AI emails include a physical postal address in the footer by default. This ensures your emails remain legally compliant and trustworthy across all regions, especially if your store has international traffic.

Legal and Deliverability Requirements


Including a physical address helps ensure your emails meet global compliance standards and reduces the risk of being flagged as spam by inbox providers.


Where does Instant AI get the address from?

By default, we use the Shopify store address set in your Shopify admin. This allows us to automatically populate a valid address without requiring manual setup.

If you prefer to use a different address (e.g. not your warehouse), you can override it in your brand settings.

  1. Visit your Brand Configuration settings

  2. Scroll to the Email Footer Address section

  3. Enter the address you’d like to use in your emails

  4. Once saved, this will update your physical address used on all emails

You can use a business address or PO box instead of your warehouse address if preferred. If you need help updating your address, feel free to contact help@instant.one for assistance, 

Article URL: https://help.instant.one/why-instant-ai-emails-require-a-physical-address Keywords: ## How long does it take for a customer to receive a refund?

When there is sufficient funds in your Instant Account, we submit refunds to your customer’s bank immediately. Depending on the bank's processing time, it can take around 5-10 business days for the refund to show up on your customer’s bank account.

When there isn’t sufficient funds, the refunds will be pending and you will need to ensure that the balance is brought out of negative before the refunds will be sent out.

Article URL: https://help.instant.one/customer-refunds Keywords: refund,processing time ## Understanding SMS character limits

When drafting an SMS in Instant, you'll see a character counter showing 120/120 at the start. This article explains where that limit comes from, what counts toward it, and why the count can change as you type.

This applies to SMS in campaigns. SMS in flows is generated automatically by Instant and stays within the same limit, so there's nothing to manage on your end.

Why we manage your character count

Behind the scenes, SMS has a strict set of technical rules that decide how many credits a single message costs and how it arrives on a shopper's phone. Get them wrong and a message can be split into multiple parts, billed multiple times, arrive out of order, or look unprofessional.

Instant takes care of all of that for you. Your counter shows you exactly how much room you have, accounts for the encoding rules automatically, and reserves space for the things that legally have to be in every commercial SMS. That means:

The rest of this article explains how the counter works so you can write messages that make the most of the space available.

Why 120 characters?

A standard SMS holds 160 characters when sent in the default character set. Instant reserves the remaining 40 characters for two things that send automatically with every message:

That leaves 120 characters for your prefix and message body. By keeping every send within a single SMS, your messages always cost one credit each, regardless of length.

What counts toward your 120 characters

What doesn't count toward your 120 characters

So if your prefix is EM'S:, you start with 6 characters used and 114 remaining for the body. If your prefix is AFTERSHOCK:, you start with around 11 characters used and 109 remaining.

A shorter prefix gives you more space for your message. If you want to maximise message length, the short prefix option is the way to go.

Why your character count can change as you type

Standard SMS messages are encoded in a character set called GSM-7, which fits 160 characters per message. As soon as you include a character outside that set (emojis, curly quotes, accented letters, Chinese or Arabic characters), the message switches to a different encoding called UCS-2, which only fits 70 characters per message.

To keep your sends to one SMS per recipient (and one credit), Instant automatically calculates which encoding your message uses and reduces your available character count if needed. So if you add an emoji, you'll see your remaining characters drop. Remove it and the count goes back up.

You don't need to think about the encoding itself, just keep an eye on the counter.

How variables affect your character count

When you add the First name variable, Instant reserves 7 characters in your count to account for the name being inserted at send time. This covers most first names without going over.

When the SMS actually sends:

This is why setting a fallback is important. It's not just for unknown contacts, it's also what gets used when someone's name is too long to fit. A short, friendly fallback like there or friend works well.

Example: With a fallback of there, the message "Hi {First name}!" sends as "Hi Sam!" to a shopper named Sam, but "Hi there!" to a shopper named Christopher.

Tips to maximise your character count

Related articles

Article URL: https://help.instant.one/understanding-sms-character-limits Keywords: ## Maintaining Instant Checkout on BigCommerce Through Theme Updates

During a site theme update, be aware that the Instant Checkout code is embedded within the current theme. This requires manually transferring the Instant Checkout code snippets to the new theme to guarantee seamless functionality and uninterrupted service.

The specific code for the Instant button can be located in the theme file where the button appears on the site.

If you need help with this process, contact our support team at help@instant.one.

Article URL: https://help.instant.one/instant-checkout-big-commerce-theme-updates Keywords: BIGCOMMERCE ## Instant AI Sign-up Forms

Instant AI offers sign-up forms that will appear as a pop-up on your website to encourage new shoppers to subscribe. You can access the Instant AI sign-up forms here. 

How they work

Instant AI supports one sign up form, that's used to capture new subscribers and enrol them in a Welcome Flow. You can configure the design of the Sign-up form and make changes to the overall layout, size, colour, images and what details you would like to capture from shoppers such as email, SMS and shopper name. 

Read more here about how sign-up forms and welcome flows work together

How fonts and styling are applied

Use the Sign-up form editor to design the look and feel of your pop-up. You can configure:

Fonts are handled automatically. When your pop-up is published, it inherits the font family and base typography from your live site's theme, so the form matches your storefront branding without any extra setup.

This means the font shown in the editor preview may not match the font on your live store as it will inherit the fonts of your Shopify theme. Everything else you configure in the editor will appear exactly as you've set it.

If your published pop-up isn't picking up the font you expect, check that the font is loaded on the page where the pop-up appears, then reach out to support if it still looks off.

 

How to understand performance analytics 

Analytics for sign-up forms are based on how many shoppers are subscribing using your pop-up, compared to all other sign-up sources. Typically, Shopify provides two standard ways of subscribing to email marketing, usually through a form embedded on the footer of your store site and through a checkbox at checkout. Instant sign-up forms provide an additional way to capture new shoppers. 

The following metrics are recorded, and shown on your sign-up form analytics:

  1. Instant form submissions - The number of shoppers who have signed up to email marketing by submitting their details in an Instant sign-up form

  2. Total new subscribers - The number of new email subscribers from every source including Shopify, Klaviyo and Instant
  3. Submissions by source - A summary of what percentage of all new sign-ups come from different sources including Shopify, Klaviyo and Instant
  4. Submissions over time - The total number of new subscribers in your store over the nominated period of time
  5. Email/SMS Submissions - A live feed of email addresses of new subscriber sign ups in your store

To query different time ranges, simply update the date range at the top of the sign-up form to view your analytics over different time periods, and to analyse the performance of email submissions and sms submissions. 

 

 

Article URL: https://help.instant.one/instant-ai-sign-up-forms Keywords: ## What does Instant AI check before sending an email?

We’ve designed Instant AI to take care of the details that merchants used to manage manually. Every flow is backed by built-in logic to make sure your emails are relevant, accurate, and high-performing, without the time-consuming setup.

You never have to add filters or conditions to send a valid email, we'll do it for you automatically. 

Product and Cart Handling

Pricing and Discounts

Language and Localisation

Email Sends Cooldowns

 

 

Article URL: https://help.instant.one/what-does-instant-ai-check-before-sending-emails Keywords: ## Understanding the Deliverability Dashboard

The Deliverability Dashboard helps you monitor how successfully your emails are reaching inboxes.

You can use it to view overall delivery performance across flows and campaigns, track trends over time, and identify opportunities to improve your deliverability. The dashboard updates dynamically based on the time period you select, making it easy to analyse performance for specific campaigns, flows, or timeframes.

You can access the dashboard by navigating to: Settings → Deliverability

 

How to use the Deliverability Dashboard

1. Choose a date range

At the top of the page, select the timeframe you want to analyse (for example Last 30 days, a specific month, or a custom range).

Once selected, the dashboard will update to show:

All charts, tables, and metrics will automatically update to reflect the selected timeframe.

2. Review overall deliverability

The summary cards at the top of the page show a quick snapshot of your email performance. Metrics include:

Delivery rate - The percentage of emails successfully delivered to inbox providers.

Emails delivered - The total number of emails delivered within the selected timeframe.

Bounce rate - The percentage of emails that could not be delivered.

Block rate - Emails rejected by inbox providers before reaching the recipient.

Unsubscribe rate - The percentage of recipients who unsubscribed after receiving an email.

These metrics are shown separately for Flows and Campaigns, allowing you to compare performance between automated emails and manual campaigns.

3. Explore deliverability recommendations

The Recommendations tab provides best-practice suggestions to help improve deliverability. These recommendations highlight actions you can take within Instant AI to strengthen email performance, such as:

These suggestions are optional and intended as helpful guidance. Your emails will still send normally if you choose not to apply them.

4. Track performance trends over time

The Performance tab displays graphs showing how deliverability metrics change over the selected time period. You can track trends for metrics such as:

This makes it easier to identify patterns or changes in performance across your flows and campaigns. Hover over the graph to view the exact values for a specific date.

5. Analyse activity by inbox provider

The Activity tab shows a detailed breakdown of your email performance across different inbox providers.

This table includes metrics for providers such as:

For each provider, you can see:

This view helps identify whether performance varies between providers. You can also:

FAQs

What happens if no campaigns were sent during the selected period?

If no campaigns were sent in the chosen timeframe, the dashboard will display “No campaign data available.”. Your flow data will still appear if flows were active during that period.

Can I analyse a specific campaign?

Yes. In the Activity section, you can filter the table by a specific campaign to view its deliverability metrics.This allows you to see exactly how that campaign performed across inbox providers.

Can I export deliverability data?

Yes. You can export the Activity table as a CSV file for further analysis or reporting.

Why might deliverability vary between providers?

Different inbox providers use their own filtering systems. It’s normal to see slight differences in metrics like open rate, bounce rate, or unsubscribes between providers such as Gmail, Microsoft, or Yahoo.

Article URL: https://help.instant.one/understanding-the-deliverability-dashboard Keywords: ## Why should I trust AI to write my abandonment emails?

Instant AI is architected to maximize the positive impact of AI, while minimizing the frequency and impact of hallucinations. 

We only use AI when it is the best tool for the job

The only way to write unique, personalized email copy or subject lines for each and every shopper is to use AI, so this is what we use.

Similarly, the only way to instantly design a beautiful and on-brand email template for every brand that signs up for Instant, is to use AI.

For some things, however, absolutely accuracy is crucial, and the value of personalisation is non-existent or minimal. We use deterministic technologies (i.e., statically defined in our code) for these use cases. For example: it is crucial for the products and links in your abandonment emails to be 100% accurate. It makes no sense to ask an AI to decide where to link to: we already know the exact answer to this question, so we don't let AI weigh in at all.

This approach of combining AI with more traditional deterministic code ensures that we can get the benefits of AI without the downsides.

We tightly control and fine tune our AI models

Whenever we delegate to AI, we use extremely specific prompts. The more specific you are, the less likely AI is to hallucinate.

We also use AI to check the work of AI. By feeding all AI outputs back into other AI prompts, we can instantly double, triple, and quadruple check our work. This dramatically reduces hallucinations and inaccuracies.

Lastly, when possible, we give users the chance to review our AI's work. For example, when generating email templates, we show you these templates and let you adjust them before sending any emails. When generating campaigns with AI, we also let you review before sending.

We measure the output and impact of our AI

We have thorough logging and measurement of the work performed by our AI models. This means we can see when updates to our software or models impacts results negatively or positively. We tightly compare results as we rollout features to ensure each and every release improves overall performance and accuracy.

Article URL: https://help.instant.one/why-should-i-trust-ai Keywords: ## Instant Release Notes | Q4 2025 Stay up to date with the latest Instant feature releases & improvements

Email Intensity Settings

Released 16th December 2025

What's new?

 

Improved DNS Management

Released 9th December 2025

We've made some core improvements to how DNS is managed in Instant AI, ensuring that your emails are set up for success from the get go.

What's new?


Better Campaign Deliverability Reporting

Released 9th December 2025

What's new?

 


Improvements to manually Suppress & Unsupress a Profile

Released 6th December 2025

What's new?

Better visibility on your email usage

Released 1st December 2025

We’ve added a new dashboard card showing how many emails you’ve sent this billing period for both Flows and Campaigns, alongside how this compares to your usage tier.

This makes it easier to:

 


48-hour grace period for trial customers

Released 1st December 2025

Trial customers will now receive a 48-hour grace period after hitting their email send limit.
Previously, email sending stopped immediately. Now, there is additional time to continue sending before the trial pauses.

What’s new?

This update improves the trial experience and ensures you have more room to explore Instant before making a decision.

 


More enrolments in your Welcome Flow

Released 1st December 2025

We now pick up more events from Klaviyo and Shopify to support triggering a Welcome Flow. This means more opportunities to consolidate all if your sign-ups with Instant. 

What's new?

Improved mobile-friendly designs of Product Grids 

Released 1st December 2025

What's new?

View a pop-up sign-up event from the Profile Timeline

Released 1st December 2025

What's new?

New fonts and improvements to your text editor

Released 1st December 2025

What's new?

New Design Updates on your email editor

Released 1st December 2025

What's new?

Launching Instant Smart Rules!

What’s new?

 

Editable Welcome Flow Subject Lines & Preview Text

Released 19th November 2025

What’s new?
You can now override AI Copy for the subject line and preview text in Welcome Flows

edit-welcome-copy

Improved Login Reliability

Released 19th November 2025

What’s new?
We’ve updated how Instant handles API requests inside the dashboard to improve stability and reliability for all merchants.

This change reduces friction when logging in and ensures a smoother, more reliable experience across different devices and corporate networks — no extra steps needed on your end.

Dashboard improvements addressing customer feedback

Released 19th November 2025

What’s new?

🌏 Clearer Site Identification During Onboarding

For brands operating across multiple regions, it wasn’t always obvious whether you were onboarding your AU or US site. We’ve now added the site name to the top-left of the onboarding flow. This small improvement makes it much easier to confirm you’re setting up the right storefront from the very first step.

image-3

 

🛠️ Improved Klaviyo & Shopify Integration Instructions

We’ve refined our Shopify and Klaviyo setup guides to make them clearer and easier to follow. Some merchants were missing Shopify’s Storefront API Scopes during setup — which is understandable given how the UI is structured. Our updated instructions now walk you through the process more intuitively, reducing confusion and helping you get fully integrated, faster.

image-2

 
📊 Clearer Error States for Audiences-Only Merchants

If you're using Instant Audiences without Klaviyo, you’ll now see a proper empty state explaining what’s missing — rather than a generic dashboard error. This ensures it’s immediately clear what action is needed (e.g., connecting Klaviyo) and avoids the impression that something is broken.

screenshot_2025-11-19_at_8.15.28___am

 
🔍 More Accurate Metrics on the Trial Comparison Page

Your Trial Comparison Page now focuses exclusively on core abandonment flows — exactly what it’s designed to compare between Instant AI and Klaviyo. Previously, open and click rates could be influenced by additional non-abandonment flows, which made the comparison less precise. The page now reflects a cleaner, fairer, and more reliable side-by-side view of flow performance.

 

Automatic AI Alt Text on Images

Released 19th November 2025

What’s new?
All images included on Instant AI emails now have alt text automatically added

This is another automatic improvement to ensure that all emails are more accessible to a broader audience and increases trust with email providers such as Microsoft. 

Extra Settings to Edit Pop-up Colours

Released 19th November 2025

What’s new?
Pop-ups now have more granular options to override brand colours

add-colours

Preview Text is improved on Apple Mail 

Released 14th November 2025

What’s new?
Preview text that shows on Apple Mail, particularly mobile is now optimised 

image_720

Pop-up images can be shown on left or right side

Released 14th November 2025

What’s new?
Select left or right side for your images on landscape or full size pop-ups. 

left-right-image

Discounts applied at Checkout now mention in AI Copy

Released 14th November 2025

What’s new?
Discounts applied automatically at cart are now mentioned in all email pricing, including AI body copy and subject lines. We'll promote any discounts in their cart to help encourage customers to convert while their products are on sale.

 

Set Custom Coupons per flow 

Released: 14th November 2025

What’s new?
You can now create multiple coupon strategies, all live at once. 

multicoupon


Embedded Forms can now trigger a Welcome Flow

Released: 13th November 2025

What’s new?
Welcome flows can now trigger from an embedded form from Shopify or Klaviyo

View Coupons paused during a Smart Rule

Released: 13th November 2025

What’s new?
When pausing a coupon during a smart rule, you can now see a preview of the coupon page.

view-coupon-pause

 


Edit Stacking Coupon Settings

Released: 12th November 2025

What’s new?
You can now configure if Instant coupons can "stack" with other Shopify Coupons

edit-stacking-coupons


Reuse Coupon Codes in Flows

Released: 12th November 2025

What’s new?
You can now choose to use the same coupon code for all of your customers instead of a unique code. We still recommend choosing a unique code as this helps us to personalise the expiry date and experience for every merchant, but sometimes it may be required to give everyone the same code. 

reuse-coupon


Editable Pop-up Text

Released: 12th November 2025

What’s new?
Pop-up text is now editable. You can continue to use AI generated copy, or if you wish to override it for a specific use case you can use any of your own test.

edit-pop-up

 

Article URL: https://help.instant.one/instant-release-notes Keywords: ## How to use a Request Review Flow with Instant AI

The Request Review Flow automatically emails a customer 7 days after their order has been fulfilled.

Instant AI uses the Shopify order status “Fulfilled” to determine when the 7-day countdown begins. In Shopify, this status changes when all items in an order have been marked as fulfilled. This means the products have been shipped, picked up, or otherwise completed in your fulfilment workflow.

Examples

If you use custom fulfilment apps or workflows, make sure your Shopify orders correctly move to the “Fulfilled” status to ensure accurate timing.

 

How the email works

 

Automatic exclusions

Instant AI automatically excludes orders with:

These are checked before send time and will only send a review request if the order has been fulfilled and hasn't occurred in any of these scenarios.

Article URL: https://help.instant.one/how-to-use-a-request-review-flow-with-instant-ai Keywords: ## How to Create and Save Segments

A segment is a saved set of filters that you apply to your shoppers list. Segments allow you to target specific shoppers based on actions, behaviour, or profile information. They are dynamic, meaning they automatically update in real time as shopper data changes.

Segments are created and managed from the Shoppers page.

In this article:

  1. What is the Shoppers Page?
  2. Why create a Segment?
  3. How to Create a Segment
  4. How to edit and manage a segment
  5. How to delete a segment
  6. FAQ's

 

Tip: To learn more about how to use segments in a campaign, read more here

 

What is the Shoppers Page?

The Shoppers page is a list of every email address stored in Instant AI. This includes all subscription types, whether they be subscribed, unsubscribed, and suppressed.

It is your complete shopper database.

From here, you can filter your shoppers using different criteria to narrow down exactly who you want to see.

Available filter types include:

Every filter you add drills down further into your list.

For example: 

You can layer multiple filters to build highly specific audiences. 

Within a single filter, selecting multiple values works as OR logic.

For example:

Across different filters, they combine to narrow the audience further.

As you build filters, you will see:

All segments update dynamically as shopper data changes.

 

 

Why Create a Segment?

Filters can be used in two ways:

  1. To analyse a group of shoppers for reporting or insight

  2. To save that filtered group for reuse in campaigns

For example, you might want to find:

Segments are built from your full shoppers database, regardless of subscription status.

When you later use a segment in a campaign, Instant AI will show:

For example:

 

How to Create a Segment

  1. Go to the Shoppers page.

  2. Start with the default segment: All Shoppers.

  3. Add one or more filters.

  4. Continue refining until the list reflects the shoppers you want.

  5. Review the live count and preview list to confirm the audience.

  6. Once you add at least one filter, a Save button will appear.

    1. Click Save.

    2. Enter a name for your segment.

    3. (Optional) Add a short description.

    4. Confirm to save.

     

Your segment will now appear in your saved segments list.

The most recently updated segment appears at the top. You can click any saved segment to instantly load those filters again.

Tip: Saved segments are shortcuts to a set of filters. They do not create a fixed list of shoppers and will always dynamically generate

 

How to edit and manage a segment

Segments can be managed entirely from the Shoppers page. Hover over a saved segment to see options to:

Edit allows you to rename the segment or update its description.

If you want to change the filters themselves, the best approach is:

  1. Open the segment

  2. Adjust the filters

  3. Save as a new segment

This preserves your original version and creates a new shortcut to your new filters. You can safely delete the old one if you no longer need it or keep both if you need variants. 

Deleting a Segment

Deleting a segment removes the saved shortcut only. It does not:

If a campaign (draft, scheduled, or already sent) used that segment, it will continue using the filters that were applied at the time.

Segments are dynamic and re-calculate in real time. When used in campaigns, the audience is evaluated again at send time.

You can safely delete segments you no longer need to keep your list organised.

 

FAQ's

Are segments fixed lists of shoppers?

No. Segments are dynamic. They automatically update in real time as shopper data changes.

 

Can a shopper belong to multiple segments?

Yes. Segments are just saved filters. A shopper can match multiple filter sets at the same time.

 

Why does my segment show more people than my campaign can send to?

Segments include all shoppers in your database, including unsubscribed and suppressed contacts.

When creating a campaign, Instant AI will show how many shoppers are eligible to receive emails (subscribed).

 

When are segments re-calculated for campaigns?

Segments are evaluated at send time. This ensures your campaign sends to the most up-to-date eligible audience.

 

What happens if I delete a segment that was used in a campaign?

Deleting a segment only removes the saved shortcut. It does not affect sent campaigns, drafts, or scheduled campaigns.

Article URL: https://help.instant.one/how-to-create-and-save-segments-in-instant-ai Keywords: ## How does Instant AI attribute email revenue?

Attribution is how Instant measures whether an email contributed to a sale. When a shopper interacts with one of your emails and then makes a purchase within your attribution window, that sale is credited to that email.

Understanding how attribution works helps you read your dashboard accurately, compare Instant's results to other platforms, and decide whether the default settings are right for your store. Instant AI uses a 5 day open click attribution model by default, however this can be edited depending on your needs.

  1. What customer events counts towards attribution?
  2. When does the attribution window start?
  3. Which email gets the credit?
  4. How do attributed conversions appear in the dashboard?
  5. What are the default attribution windows?
  6. Can I customise the attribution window?
  7. Why does my Instant revenue look different from Shopify or Google Analytics?

 

What customer events counts towards attribution?

Instant tracks two types of engagement:

Email

SMS

Instant automatically excludes machine-generated opens from attribution. This includes Apple Mail Privacy Protection pre-loads, Gmail image proxies, and spam filter activity. Only genuine human interactions count.

SMS does not track opens. SMS attribution is based on delivery or click events only.

When does the attribution window start?

The window starts from the time of the shopper's interaction,not when the email was sent.

For example: an email sent 8 days ago would normally be outside a 5-day window. But if a shopper opens that email today and purchases today, the sale is attributed to Instant, because their interaction happened within the window.

Which email gets the credit?

If a shopper interacted with multiple Instant emails within the attribution window, the most recently engaged email gets the credit. Only one email is ever credited per purchase, there is no double-counting across flows.

How do attributed conversions appear in the dashboard?

Conversions are displayed against the date the email was sent, not the date the purchase occurred.

This is intentional. The dashboard is a view of how your email sends are performing over time, not a calendar of when purchases happened. It also matches how major ESPs including Klaviyo report attribution, which makes it easier to compare results across platforms.

What are the default attribution windows?

Channel Default
Email 5 days from open, 5 days from click
SMS 1 day from click

These match Klaviyo's default settings. If you're comparing Instant to Klaviyo and neither has been customised, you're comparing on the same basis.

Can I customise the attribution window?

Yes. You can set your own window in Settings > Email Settings > Preferences > Attribution window.

Email and SMS windows are configured separately, which is standard across the industry given they behave differently as channels.

When you change your window, all data in your dashboard and flow analytics updates immediately and retroactively, including historical results. This lets you see what your performance looks like under any model at any time.

This does not mean your previous numbers were wrong. The underlying conversion events don't change, only the lens you're using to view them.

Why does my Instant revenue look different from Shopify or Google Analytics?

These platforms use different attribution methods, and none of them talk to each other.

Shopify uses last-channel, last-click attribution based on the sales channel recorded at checkout. If a shopper clicked a link in an Instant email, Shopify may show the order sourced from Instant, but Shopify's model and Instant's model are separate calculations and will rarely match exactly.

Google Analytics / GA4 tracks UTM parameters appended to landing page URLs. When a shopper navigates from your store to Shopify's checkout domain, the UTM parameters are frequently dropped, meaning GA4 often records these orders as Direct or Unknown. This is a limitation of third-party tracking across domains, not an error in Instant.

Instant's attribution uses a first-party token appended to every email link. This is independent of UTMs and is not affected by checkout domain changes. This gives us more accurate tracking of all activity more directly in-platform. Your Instant dashboard revenue and your GA4 email revenue will rarely match, and this is expected.

Article URL: https://help.instant.one/how-does-instant-ai-attribute-email-revenue Keywords: ## What should I consider before changing my flows? Before making any changes to your flow filters, please consult with your Customer Success Manager to ensure the filters are correctly configured. This will help prevent customers from receiving duplicate emails and ensure your flows remain optimised

During the onboarding process, your Customer Success Manager will configure profile filters to manage which customers are enrolled in your flows and ensure they receive the appropriate communications.

Any adjustments to these filters could disrupt your flows and result in duplicate emails to customers, which may negatively impact their experience.

Before making any changes, please reach out to your Customer Success Manager to confirm that all filters are correctly set up.

Frequently Asked Questions:  

1. Can I adjust my filters the day before a big sale? 

If you need to make urgent changes to your flow before a sale or promotion, please contact your CSM or help@instant.one. 

2. What if I only need to adjust my flow to run a seasonal promotion?

If you would like to run a seasonal promotion, you can either clone your existing flow or edit the email content within your current flow to align with the seasonal promotion. For a step-by-step guide on how to do this, check out this article linked here.

3. Can I change my cool-down period or profile filters? 

For changes to your cool-down period or profile filters, we strongly recommend reaching out to your CSM. This ensures that the flow remains optimised and that any changes to the filters are properly implemented, preventing any impact on customer enrollment or email delivery.

4. What if I only need to change my time delay details? 

You can safely adjust any time delays, but please ensure the Instant flows are timed to follow your Klaviyo flow. 

5. Can I create an A/B test? 

Yes, A/B testing is available and is an excellent way to optimize your flows and emails! Please feel free to contact your CSM or consult the Help Center for detailed instructions on setting up an A/B test.

6. Can I update the subject line and header content?

Yes, you can modify the subject line and header content of your emails. For best practices on optimising for a sale or promotion, please refer to this helpful guide here.

If you have any questions or need further assistance, please reach out to help@instant.one

 

Article URL: https://help.instant.one/editing-flows Keywords: ## How to export your Shoppers list

You can export your Shoppers list as a CSV at any time. The export reflects whatever is currently in view — so if you've applied filters, only the filtered results will be included.

To export your Shoppers list:

  1. Go to Instant AI > Shoppers
  2. Apply any filters you want to narrow the list (optional)
  3. Click the ⋯ menu in the top-right corner
  4. Select Export as CSV
  5. A loading modal will appear while your file is being prepared
  6. Once ready, click Download CSV

What's included in the export

Each row represents one shopper profile. The file includes the following columns:

The Last Event Time is the date and timestamp of the most recent interaction Instant recorded for this profile, such as an email send, open, or click. This timestamp can be any event, and is useful to indicate the last date we received any activity, of any kind from this customer either on your website or engaged in emails. 

Instant manages contacts as profiles rather than individual email addresses. If a shopper has multiple email addresses on their profile, they'll all appear in the Email Addresses column of the same row.

The export includes raw counts for opens, clicks, and deliveries rather than calculated percentages. To get a rate, divide opens or clicks by total deliveries.

Article URL: https://help.instant.one/how-to-export-your-shoppers-list Keywords: ## Predictive Opt-In is Now Compatible with Alia! Release Date: Friday 2nd May

Now Available: Predictive Opt-In with Alia

Predictive Opt-In just got even better. You can now use our high-converting subscriber capture technology with Alia forms, giving you more flexibility and helping you build your email list faster than ever.

What's New

Our Predictive Opt-In feature now works seamlessly with Alia, giving you more flexibility in how you use one of Instant’s most popular features. Previously only available for Klaviyo forms, this expansion allows merchants using Alia for pop-ups to significantly increase subscriber capture rates and welcome flow revenue, all without changing their preferred form provider.

Why Use Predictive Opt-In with Alia?

Use Your Preferred Form Provider

Continue using Alia's powerful form builder while effortlessly increasing your welcome flow revenue. No need to switch providers or redesign your forms — we work with what you already have.

Capture More Subscribers

By analysing shopper behaviour in real-time, we identify moments of peak engagement and display your Alia form when visitors are most likely to subscribe — increasing conversion rates and growing your email list faster.

Simple Setup

Getting started takes just minutes. Select Alia as your form provider, follow our step-by-step integration guide, and start capturing more subscribers immediately.

Track Performance Instantly

Once set up, your dashboard provides real-time insights into new subscribers captured and revenue generated, giving you a clear view of the impact on your business.

A Refresher on How Predictive Opt-In Works:

  1. User Arrival — A visitor arrives on your website and begins browsing your homepage.
  2. Initial pop-up display — They receive your standard email/SMS opt-in form.
  3. Behaviour analysis — If they dismiss your initial pop-up, we track their browsing activity in real-time and predict when this same visitor is most likely to say "yes" to joining your mailing list based on their intent. We factor in different browser behaviours such as 'Product Viewed' and 'Item Added to Cart.'
  4. Strategic re-engagement — At peak engagement, our Predictive Opt-In form reappears increasing the likelihood of capturing their email or phone number.

By timing our Predictive Opt-In form strategically, we help you collect more contacts and maximise the impact of your welcome emails.

How Do I Get Started?

Getting started with the Alia integration is simple, and all you need is administrator access to your Alia app in Shopify.

  1. Navigate to the Predictive Opt-In page in your dashboard and click “Get Started”
  2. Select "Alia" as your form provider
  3. Follow our step-by-step integration guide
  4. Set up the cloned welcome flow which shoppers who opt in via predictive opt-in will be enrolled into
    1. Step by step instructions are contained within the following article:
      https://help.instant.one/how-do-i-create-a-welcome-flow-for-predictive-opt-in
  5. Watch your subscriber list and revenue grow!

Already using Predictive Opt-In with another provider?

You can easily switch:

  1. Go to your Predictive Opt-In Dashboard and select “Configuration”
  2. Select "Do you need to change form provider?"
  3. Choose Alia and follow the setup prompts
  4. Your previous integration will be automatically disabled once Alia is configured successfully, and contacts will automatically be enrolled into the already cloned welcome flow

💬 FAQ

When will this be available?

The Alia integration for Predictive Opt-In will be available starting May 2, 2025.

Does this change how my data is collected or stored?

No, all emails and phone numbers collected through Predictive Opt-In are added directly to your existing list.

Will I need to redesign my Alia forms?

Our Predictive Opt-In clones your current pop-up, so there's no need to design a new form.

What if I use a different form provider?

Currently, Predictive Opt-In supports Klaviyo and now Alia. We're continuously expanding our integrations based on merchant demand. Let us know what providers you'd like to see supported next!

How do I know if Predictive Opt-In with Alia is right for me?

This integration is perfect for any merchant who:

Is there an additional cost for Predictive Opt-In?

Predictive Opt-In is included in your Audiences pricing. There are no additional charges to use this feature.

Article URL: https://help.instant.one/alia-is-now-available-for-predictive-opt-in Keywords: ## How to re-install the Instant Audiences pixel into checkout.liquid (for merchants not yet on checkout extensibility) The Instant Audiences pixel can be accidentially removed throughout checkout.liquid. This article outlines how to re-install the Audiences pixel if you have been notified that it is missing.

Please note that this is only applicable to your site if the checkout.liquid file is available. The checkout.liquid file is only available to merchants that have not yet updated to Shopify's Checkout Extensibility.

This article outlines how to re-install the Audiences pixel onto checkout.liquid.


The checkout.liquid file ensures that Checkout Started events are sent through to Instant Audiences. If the Audiences pixel is removed from checkout.liquid, the specified events will not be sent to Klaviyo.

If the pixel has been accidentally uninstalled (usually from updating your Shopify theme), it is important to ensure that the Instant Audiences pixel is re-installed into checkout.liquid.

If you have been notified that the Instant Audiences pixel is missing on the checkout.liquid file and requires re-installation, please complete the following:

If you cannot access the Instant dashboard, please reach out to help@instant.one and we will promptly provide access.

Article URL: https://help.instant.one/pixel-checkout.liquid Keywords: ## How do I process a manual transaction through Instant?

There might be times when you'll want to handle transactions manually with Instant, like when you're taking orders over the phone.

We offer this through the Instant Dashboard: https://dashboard.instant.one


To manually process transactions via the Instant Dashboard, follow these streamlined steps:

  1. Visit Instant Dashboard and log in.
  2. Navigate to Payments > Transactions and select "Create Transaction."
  3. Fill in the transaction details and click "Confirm Transaction" to complete.

Screenshot 2024-02-14 at 3.58.37 pm

Please note: Each transaction is subject to Instant's fees, as outlined in your agreement.

 

Article URL: https://help.instant.one/manual-transaction Keywords: one off transaction,payments ## What E-Commerce Platforms Does Instant Checkout Integrate With? A list of the e-commerce platforms that Instant Checkout integrates with

Instant Checkout offers a convenient and efficient way for customers to complete purchases instantly. Currently, Instant Checkout seamlessly integrates with the following e-commerce platforms:

  1. Magento: With our Magento integration, merchants can leverage Instant Checkout to streamline the purchasing process for their customers. Whether it's Magento Open Source, Magento Commerce, or Magento Commerce Cloud, our integration ensures a smooth transaction experience.

  2. BigCommerce: Merchants using BigCommerce can take advantage of Instant Checkout to accelerate their checkout process. This integration enables customers to make purchases quickly and securely, enhancing overall satisfaction and conversion rates.

  3. WooCommerce: For WordPress-based online stores, our integration with WooCommerce offers a powerful solution. Instant Checkout seamlessly integrates with WooCommerce, allowing merchants to provide a frictionless checkout experience for their customers.

  4. Salesforce Commerce Cloud: Our integration with Salesforce CC empowers businesses to optimise their sales processes. Instant Checkout seamlessly integrates with Salesforce Commerce Cloud, enabling merchants to streamline transactions and improve customer satisfaction.

For further assistance or inquiries regarding Instant Checkout integration, please don't hesitate to reach out to our support team at help@instant.one

Article URL: https://help.instant.one/e-commerce-integrations Keywords: ## How Instant Audiences Attributes Revenue Audiences pulls data directly from your email platform, ensuring your attribution is both accurate and transparent.

Accurate attribution is crucial for understanding marketing performance and making informed investment decisions. That's why Instant Audiences relies entirely on your email service provider—like Klaviyo—for attributed revenue reporting.

Instead of applying our own attribution model, we pull data directly from your email platform. This ensures the numbers in our dashboard align with what you see in Klaviyo, maintaining consistency, transparency, and reliability in attribution.

Klaviyo Attribution: A Reliable Standard

By default, our flows follow Klaviyo’s multi-channel last-click attribution model, where each email and SMS has a customisable tracking window. 

In this model, when a customer event occurs (i.e., placing an order), Klaviyo checks your attribution window for each channel and credits the conversion to the most recent message within an open window.

The default attribution windows are:

By setting distinct attribution windows for email and SMS, each conversion is credited to a single message, preventing double-counting.

This approach enables you to accurately measure the impact of your campaigns and make informed decisions regarding your marketing budget.

Note: Every business is unique, so Klaviyo’s default attribution windows should be aligned with your customer behavior. For details on how to modify your attribution setting, click here. 

How Audiences Works With Klaviyo

Audiences Flows

Instant Audiences is designed to enhance your Klaviyo setup by identifying and engaging visitors that Klaviyo may miss—without disrupting your existing flows. We only trigger messages when Klaviyo is unable to trigger the existing flows, ensuring that those Klaviyo native flows always take priority.

To achieve this, we clone your existing abandonment flows and apply time delays and filters to prevent overlap, ensuring that customers never receive duplicate messages.

The cloned flows include: 

Note: Some businesses will have more or fewer abandonment flows, which flows you choose to clone is up to you. But best practice is that all three flows are cloned and activated for best Instant Audience performance.

Example

When Klaviyo identifies a visitor on your website, and that visitor then abandons the website and triggers a flow, Instant Audiences remains inactive. If the visitor is not identifiable by Klaviyo, Instant Audiences steps in and sends the corresponding message from your cloned flow.

For example:

Result: We trigger an email based on your cloned Klaviyo flow, recovering a conversion that would have otherwise been missed.

Attributing this conversion

Conversions attributed to Instant come from visitors who have received, opened, and/or clicked on Instant abandonment emails, following your business’s email marketing attribution rules.

In the example above, the visitor would have received an Instant cart abandonment email, because only Instant was able to identify and track their session. That conversion would then be attributed to Instant only if the visitor opened and/or clicked on an email in the flow within the last 5 days (or opened and/or clicked on the SMS in that flow within the last 24 hours).

Tracking your performance

Once your flows are set up, you’ll have access to a personalised merchant dashboard tailored to your specific needs.

Your Analytics page provides a clear view of the revenue uplift driven by Instant Audiences, based on data from your connected Klaviyo account.

Here, you can:

To learn more about analytics and tracking your progress with Instant Audiences, click here.

 

If you have any further questions about attribution, please feel free to email help@instant.one.

 

Article URL: https://help.instant.one/audiences-attribution Keywords: ## How does Audiences prevent duplicate emails from being sent?

Flow filters are configured to both the non-Audiences and Audiences Klaviyo flows to ensure that if a customer is identified by both Klaviyo and Instant Audiences, that they only get sent emails from the non-Audiences flow.

This ensures that emails sent from Audiences flows are emails that would not have been sent otherwise, and Audiences flows do not send emails when standard flows would.

Setup guidelines for flow filters for each flow type can be found here.

If you need support with this please contact us.

 

 

Article URL: https://help.instant.one/prevent-duplicate-emails Keywords: ## Trialling Instant AI Instant offers discounted trials to new customers for Instant AI. Trials enable merchants to see the value of Instant AI first hand, before committing to our full-price offering. ## How trials work Trials of Instant AI last thirty days and come at a discounted price. Our discounted trial price is contingent on a few simple conditions: ### ① All abandonment flows must be enabled First, **customers on trial must commit to enabling all three of our standard retention marketing flows** (Abandoned Cart, Abandoned Checkout, Browse Abandonment). If you are apprehensive about switching your flows over to Instant AI, you can start with the Abandoned Cart flow, but you should aim to have all three of our standard retention marketing flows live by week two of your trial. ### ② Coupon and special offer parity Second, **make sure your coupons and offers for Instant AI match your coupons and offers in your previous email marketing software**. Discounts can have a massive impact on performance, so launching with different discounts can heavily distort results. Many merchants realise that, with the added performance of Instant AI, they can reduce their use of discounts in abandonment flows and achieve the same or better results, but it is best to test this after your trial. ### ③ Template design parity Third, **look for any obvious email template design gaps** between your Instant AI flows and your email templates in your previous email marketing software. Most of the time, Instant AI's standard templates will outperform custom templates in a legacy system. Occasionally, things like social proof and product/brand educational content can boost the performance of emails. So, if you've invested heavily in your templates, and they are currently performing well, it may make sense to migrate some of those design elements over to Instant AI before starting your trial. ### ④ Touchpoint parity Fourth, **make sure your Instant AI flows have as many touch points as the equivalent flows in your previous email marketing software**. If you used to send five emails for cart abandonment, but Instant AI is configured to only send three, you'll likely hamper the results of the trial. ### ⑤ Integrate Klaviyo with Instant AI Finally, if you use Klaviyo, **it's a good idea to integrate Instant AI with Klaviyo**. This synchronises shopper opt-in status between Instant AI and Klaviyo, enhancing early performance, reducing the warm-up period of Instant AI, and ensuring total opt-out compliance. If you use another email marketing software, let our team know. ## Interpreting results Instant AI matches Klaviyo's default attribution standard. This means that if a customer buys within 5 days of opening/clicking an email or 24 hours of clicking an SMS, and that specific message was the last touchpoint they clicked, then that purchase will be attributed to the last email/SMS. When trialling Instant AI against Klaviyo, **[make sure you use this default attribution standard](https://help.klaviyo.com/hc/en-us/articles/11118357030555), otherwise your comparison between Klaviyo and Instant AI will not be fair**. If you are comparing Instant AI to another email marketing software, given most have configurable attribution models, **try to adjust the attribution model in your previous email marketing software to match Klaviyo's default attribution standard**, as this will align it with ours. When comparing Instant AI's results with another platform, **it is usually best to compare these results with a rolling three or six-month average from your previous system**, as results can vary dramatically from month to month. ## FAQ ### Does Instant AI require *warming* to outperform my legacy system? Typically, no warming is required to go-live with Instant AI, though there can be exceptions. Many software vendors recommend *warming* when transitioning email marketing products. There are two types of warming for a product like Instant AI: 1. **Email deliverability warming** Shopper's email inboxes can take some time to trust emails sent from a platform or IP address you have not sent emails from before. This is why it’s best to start with low volume flows like Abandoned Cart, Abandoned Checkout, and Browse Abandonment, for about a week, before shifting all of your sending volumes over to Instant AI. Our AI-enhanced deliverability optimisations typically negate the need for any additional deliverability warming. 3. **Identification rate warming** Each of your marketing systems can typically only identify shoppers who’ve identified themselves on your website *after* that marketing system was installed on your website. This means your previous email marketing system could have a short term advantage over Instant AI, typically for about a week, when it comes to identifying returning shoppers for targeting in flows like Abandoned Cart, Abandoned Checkout, and Browse Abandonment. If you’re moving from Klaviyo, integrating Instant AI with Klaviyo can speed up this process. Large merchants transitioning from other email service providers may be required to install the Instant AI pixel first, and let it warm for a period, before enabling our abandonment flows. During the onboarding process, we’ll take note of Instant AI's identification rate on your website and let you know if this is necessary. ### I don't use Klaviyo's default attribution standard, can I use another? If you use a different attribution model to Klaviyo's default, [you can adjust your attribution model in Instant AI to match](https://help.instant.one/how-does-instant-ai-attribute-email-revenue/#custom-attribution). All attribution models over or under attribute revenue. This is because shoppers are rarely converted by a single marketing activity. This is especially true for bottom-of-funnel retention marketing tools like Klaviyo or Instant AI. What is important about the attribution standard is not absolute accuracy, but comparability: *i.e.,* when using a fair and equivalent measurement method, does System A, or System B perform better? If you're considering Google Analytics as an attribution tool, [please review these notes first](https://help.instant.one/testing-instant-revenue-uplift). Article URL: https://help.instant.one/trialling-instant-ai Keywords: instant ai,sign up form ## How do I modify the default forms used by Instant Predictive Opt-In? You may wish to set a different form as your permanent/default form used by Instant Predictive Opt-In. If you wish to make a temporary change, we recommend scheduling a form. [The instructions for this are here](https://help.instant.one/how-do-i-schedule-opt-in-forms-for-instant-predictive-opt-in). ## How Predictive Opt-In works [Predictive Opt-In](https://help.instant.one/how-do-i-get-started-with-instant-predictive-opt-in) is a re-targeting pop-up. It gives a shopper a second chance to sign up after they have passed on your first signup form, and Instant decides when to show it. Because it runs on re-trigger logic, it works as its own standalone form and does not open on a first visit. - Your native form handles the first visit. It opens based on the display rules you have set with your form provider, such as device targeting, "don't show again if form was submitted", and frequency capping. - Predictive Opt-In is a separate "try again" form. It has to be its own form with its own trigger, so Instant uses an approved clone of your form (for example **Instant Audiences - [Approved] Desktop Popup**) that sits alongside your native form in your forms list. This is expected. The clone is the form the re-trigger opens. - Instant opens the clone using its own custom event. On Klaviyo this fires through the `openForm` trigger. Instant's pixel keeps this hook in place so the re-trigger can open at the right moment. > **Note:** Klaviyo only supports one input as a form trigger. When a form is opened by an Instant custom event, your native display rules (such as "don't show again if submitted" and frequency capping) do not govern that trigger. Instant's own timing algorithm decides when the re-trigger appears, and you cannot layer additional native rules on top of an Instant event. Native display and targeting rules can only be applied to native events. #### Step 1: Proceed to your Instant dashboard and click on Predictive Opt-In in the sidebar. ![Predictive Opt-In in the Instant dashboard sidebar](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/image-png-Feb-18-2025-12-19-52-9599-AM.png) #### Step 2: Click on Configuration in the top right. ![Configuration button in the top right](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/image-png-Feb-18-2025-12-20-51-9324-AM.png) The remaining steps will differ based on the form provider you are using with Predictive Opt-In. 1. [Klaviyo](#klaviyo-integration) 2. [Alia](#alia-integration) --- ## Klaviyo Integration Follow these remaining steps if you are using Klaviyo Forms with Predictive Opt-In. #### Step 3: Modify the default form IDs for Desktop and Mobile. Update the form IDs in the fields highlighted in red below with the Klaviyo Form IDs that you now want to use with predictive opt-in. If you use the same form ID for desktop and mobile, add your form ID to both fields. Once done, click save! ![Desktop and Mobile form ID fields highlighted in red](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/image-png-Feb-18-2025-12-34-33-3560-AM.png) --- ## Alia Integration Follow these remaining steps if you are using Alia with Predictive Opt-In. #### Step 3: Copy your Trigger ID. Copy the default trigger ID from the field highlighted in red below. This ID will be used by Predictive Opt-In to programatically trigger your Alia pop-ups. ![Alia Trigger ID field highlighted in red](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Alia%20Trigger%20ID.png) #### Step 4: Add your Trigger ID to your Alia Campaigns. Alia only supports showing one campaign to a user at a given time, so one Trigger ID can be used across multiple forms, as long as it is only applied to one desktop and one mobile form simultaneously. After opening the campaign and pop-up you wish to use with predictive opt-in, remove all triggers underneath your "Secondary Popup" and click on "Show Advanced Options". Enter your Trigger ID into the relevant field. ![Trigger ID entered under Show Advanced Options in Alia](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Trigger%20ID.png) #### Step 5: Remove your Trigger ID from your old Alia Campaigns. To ensure that Predictive Opt-In is triggering the correct forms, navigate to your old campaigns and ensure that the trigger ID field is empty. Predictive Opt-In will now open the new forms! --- ## FAQ **Why do I have cloned forms on top of my native forms?** Predictive Opt-In is a second, re-targeting form, so it needs to exist as its own form. Instant creates an approved clone of your form to act as the re-trigger pop-up. Your native form still governs the first visit. The clone only opens when Instant's re-trigger fires, so the two are meant to sit side by side. **Does the re-trigger respect my Klaviyo display rules, like "don't show again if submitted" and frequency capping?** No. Those native rules apply to your original form. The re-trigger fires from an Instant custom event, and because Klaviyo supports only one trigger input, that event cannot also be governed by your native suppression or frequency settings. When the re-trigger shows is decided by Instant's timing algorithm instead. If you are seeing the pop-up more often than expected, [submit a ticket](https://help.instant.one/kb-tickets/new) so the team can check your setup. **Can I limit Predictive Opt-In to only new or never-purchased visitors using my form provider's targeting rules?** No. Because the re-trigger runs on an Instant custom event, you cannot add native audience or targeting conditions to it. Native targeting rules can only be applied to native events. Need more help? [Submit a ticket](https://help.instant.one/kb-tickets/new). Article URL: https://help.instant.one/how-do-i-modify-the-default-opt-in-forms-used-by-predictive-opt-in Keywords: ## How to schedule a change to your emails with Instant AI

Instant AI allows you to add Smart Rules to help dynamically change the content of your emails. 

With Smart Rules, you can add a rule to any of your email blocks, on any flow, so that they switch during a nominated period of time. For example, you can create a smart rule during a sale period and switch your standard header to a custom header that you've designed for the sale. 

This is useful so that you don't have to re-build any flows or alter any existing optimisations during a key sales period. Instead, you can simply add a smart rule to switch parts of the email during your sale and they'll automatically switch back when the sale is over. 

You can schedule multiple smart rules over different periods to confidently plan for back to back sales, or ensure you have dynamic content over an extended period of time.



How to create a new smart rule

  1. Go to Email Templates 
  2. Navigate to the email you want to change
  3. Select Edit Template
  4. Hover over the block that you want to apply the rule to
  5. Select Add Rule
  6. If you've never created a Smart Rule, 
    1. Enter the name of your smart rule
    2. Enter a date and time to start and end your smart rule
    3. Select Create
  7. If you have existing Smart Rules, 
    1. Select an existing smart rule from your list
    2. Or create a new rule in the bottom left of the modal
      1. Enter the name of your smart rule
      2. Enter a date and time to start and end your smart rule
    3. Select Create
  8. Add the new block that you wish to switch to during the change
  9. If you have more rules to add, you can repeat the above steps for different blocks
  10. Select Save Template

TIP: Use the preview tool to see how your smart rule will appear


How to preview a smart rule

  1. Select "Preview" on the top right to hide all editing tools for a quick preview
  2. Or select the Smart Rules drop down on the left menu
  3. Pick from any existing rules for a filtered preview of the email editor during this rule
  4. Or view "All" to see all scheduled rules together in one email

 

When won't a smart rule work

Article URL: https://help.instant.one/how-to-schedule-a-change-to-your-emails-with-instant-ai Keywords: ## How does Audiences identify my website traffic?

Instant Audiences uses signals from your website to help your website to remember the identities of your opted-in shoppers for longer.

When a shopper identifies themselves using an email newsletter subscription form, a completed or partial checkout, or a log-in event, Instant Audiences takes note, and remembers the user for longer than traditional tools like Shopify, Klaviyo, or Google Analytics.

To do this, we leverage a combination of server-side, client-side, cross-device and advanced browser techniques to persistently track web traffic.

Our technology ensures that we are able to identify and track customers even when third party cookies are blocked, iOS/Apple restrictions are active, or when cache/cookies are cleared.

Article URL: https://help.instant.one/traffic-identification Keywords: ## How to create a Custom Campaigns List in Instant Using Shopify Tags

Sometimes you may want to send a campaign to a very specific group of customers that were manually curated. This list won't be based on purchase behaviour or location, but based on a list you've curated yourself. Common examples include:

Instant Segments are built on dynamic queries, not static contact lists. This means you can't directly import a list of emails into a Segment. Instead, the way to target a specific group is to apply a Shopify tag to those customers, then build an Instant Segment that filters on that tag. Because Instant reads directly from Shopify, any customer with that tag will automatically be included in your Segment.

This article covers:

Option 1: When you already have a list (e.g. in Klaviyo)

If your customers are already tagged in Klaviyo or stored as a static list elsewhere, you can migrate them to a Shopify tag using a CSV import.

Step 1: Export your list from Klaviyo

  1. In Klaviyo, go to Lists & Segments
  2. Open the relevant list or segment
  3. Click Export → download as CSV
  4. You only need the Email column

Step 2: Prepare your Shopify import CSV

Shopify matches customer imports by email address, so you can update existing customers without overwriting their data. Create a CSV with the following columns:

Email, Tags
customer@example.com, vip-sale
another@example.com, vip-sale

Tip: Choose a specific tag name (e.g. vip-bday-sale) so it doesn't conflict with other tags your store uses.

Step 3: Import into Shopify

  1. In your Shopify Admin, go to Customers
  2. Click Import (top right)
  3. Upload your CSV and confirm
  4. Shopify will match records by email and apply the tag to existing customers

Note: If a customer exists in your Klaviyo list but not yet in Shopify, they'll be created as a new customer on import.

Step 4: Build your Instant Segment

  1. In Instant, go to Segments → Create Segment
  2. Add a filter: Shopify Tag → equals → vip-bday-sale
  3. Save and name your Segment

You can now use this Segment as the audience for any Instant campaign.

Option 2: Building your list in Shopify from the start (Recommended)

If you're setting up a new campaign list (e.g. a VIP waitlist, early access sign-up, or event registration) the best approach is to capture it directly in Shopify rather than a third-party tool.

Here's why this works well: any sign-up form, pop-up, or landing page you use to collect customers needs to be hosted somewhere, and that's almost always your Shopify store. Since Shopify is already holding that data, it makes sense to have the tag applied there at the point of sign-up. Instant reads from Shopify directly, so once the tag is in place, your Segment is live and automatically up to date. There won't be any exports, imports, and no manual list management.

How to set it up

  1. Create your sign-up form or landing page in Shopify using a form app or page builder that supports customer tagging on submission (e.g. Growave, a custom Shopify page, or your theme's built-in form tools)
  2. Configure it to apply a Shopify tag to every customer who submits — for example, vip-bday-sale or black-friday-waitlist
  3. Build your Instant Segment with the filter: Shopify Tag = your-tag

As customers sign up, they're tagged in Shopify and immediately available in your Instant Segment. No extra steps needed.

Tip: If you're transitioning from Klaviyo and you've been using Klaviyo's list-specific sign-up forms for this, the Shopify form approach is the direct equivalent. You're just shifting where the sign-up lives so that Instant can read it natively.

FAQ

Can I just import a contact list directly into Instant? Not currently. Instant Segments are dynamic queries, so all audiences are built from real-time filters rather than static lists.

Can I use an Instant pop-up to collect a custom list (like a VIP sign-up)? Instant pop-ups are designed for new subscriber welcome flows — they aren't configurable for custom list sign-ups the way Klaviyo's list-specific forms are. For custom list collection, the Shopify-native approach (a form or app that applies a tag on submission) is the right substitute.

Can Klaviyo bulk-apply Shopify tags to contacts? Klaviyo manages its own tags independently of Shopify. To get contacts from Klaviyo into a Shopify tag, a CSV export/import (as described above) is the most reliable method.

What if some customers on my Klaviyo list don't have Shopify accounts? If a customer email from your Klaviyo export doesn't exist in Shopify, Shopify will create a new customer record for them on import. They'll then be eligible for your Instant Segment once they're identifiable (e.g. they click through an email or sign in).

Article URL: https://help.instant.one/how-to-create-a-custom-campaigns-list-in-instant-using-shopify-tags Keywords: ## Creating a New Instant Site Have stores across multiple regions? Own multiple brands? You can now create new sites easily from the Instant Dashboard.

🧩 Add a new site to your Instant account

If you operate multiple stores, you can add each one to Instant and manage them side-by-side. This keeps your data clean, lets you tailor integrations per site, and supports different billing arrangements without needing help from a member of our team.

With the Create New Site button, you can kick off onboarding for another site directly from your dashboard. Your user carries across so you don’t have to re-invite yourself, while the new site’s integrations, billing, and configuration are set up fresh.

How to add a new site

  1. Open your profile menu.

    Click your profile avatar (or initials) in the bottom left of your dashboard’s sidebar.

  2. Click “Create new site.”

    This starts the guided setup flow for the new site.

  3. Complete integrations.

    Connect the new site’s platforms (e.g., Shopify, Klaviyo). Use the credentials that correspond to this site only.

  4. Set up billing.

    Add or select a payment method for the new site. Billing is isolated per site unless your plan has consolidated invoicing.

  5. Review and finish.

    When you finish, you’ll land on the new site’s dashboard.

Tip: If you already have many sites, use the site switcher in the sidebar to jump between them at any time.

What gets copied vs. what’s fresh

When you create a new site, your user (name, email, and phone number) comes with you so you can manage setup immediately. Everything else — integrations, lists/segments, flows/automations, web pixel, DNS, and billing — ****is intentionally not copied.

If you need parity with an existing site, treat the existing setup as a reference and re-create only what’s relevant.

Data separation and reporting

Each site maintains its own event stream, deliverability reputation, and revenue attribution. Dashboards, LTV metrics, and campaign performance reflect only activity from that site. This separation minimises the risk of over-attributing performance to the wrong brand or skewing results across brands.

FAQs

Does adding a site affect my existing sites?

No. Sites are isolated. Existing campaigns, flows, and analytics remain untouched.

Can I copy flows/templates from another site?

This is unsupported right now.

Who can see the new site?

Only users with access to that site. After setup, invite additional teammates from Settings → Users within the new site.

Can I consolidate billing across multiple sites?

Each site bills separately by default. You can reach out to our team for consolidated billing.

Article URL: https://help.instant.one/creating-a-new-instant-site Keywords: ## Audience Profiles & Events

User Profiles

Once Instant Audiences has been set up, it begins the tracking of profiles and user activity. We use this activity to match and identify the anonymous shoppers as they interact with your storefront.

If Instant Audiences is able to identify a user through their interactions, a profile is created or updated within your email service provider. This user profile will record all the tracked activities associated with that specific user. 

All profiles identified by Instant Audiences are then tagged with a custom property within your email service provider. This ensures that you have a comprehensive overview of all your customers' interactions and allows you to track all of the profiles we have provided to you.

The 'Instant Audiences Tags' custom property has the following options:

Events (Metrics)

Instant Audiences monitors a range of user events, including the following:

  1. Collection Viewed: Tracks when a user views a specific collection of products.
  2. Product Viewed: Record when a user views a specific product or service.
  3. Add to Cart: The user adds item(s) to their shopping cart.
  4. Cart Viewed/ Checkout Started: Monitors visits and initiation of the checkout.


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Article URL: https://help.instant.one/audience-email-contacts Keywords: ## How does Instant handle BigCommerce order statuses? Our native BigCommerce integration provides a comprehensive, end to end integration into the BigCommerce order management system, including order statuses.

Upon placement of an order through Instant Checkout,

You can see all Pending orders under Orders > View > Incomplete. Please refer to the screenshots below for examples.

 

Screenshot showing where Incomplete orders show in BigCommerce.The above screenshot shows where Incomplete orders can be found in BigCommerce.

 

The above screenshot is an example of an incomplete order in BigCommerce.

 

By default, Instant Checkout gives customers a 5 minute window after placing their order, in which they can cancel their order.

This window enables a customer to cancel if they wish to change their mind, add/remove items, modify shipping etc, significantly reducing support requests. This window is customisable.

Once the 5 minute window is complete and the customer does not cancel their order, Instant Checkout will:

 

The above screenshot shows an Instant order with the status of Awaiting Fulfillment. These orders are available under Orders > All orders.

 

The Awaiting Fulfilment status (or equivalent status) indicates that the order has been processed successfully, cannot be cancelled by the customer and payment has been captured in full.

 

Once an order is ready to be fulfilled, Instant does not modify the BigCommerce order status any further.

 

Article URL: https://help.instant.one/bigcommerce-order-status Keywords: ## Personalisation Elements Release Date: May 16 2023

What is it?

This element is a personalised experience that appears at the checkout for existing Instant users. This means they have shopped with you or another Instant merchant before.

By welcoming back your current customers, or even customers who have used Instant elsewhere, we increase the chances of converting the sale by 31%.

Why did we make it?

We wanted to capture shoppers at their moment of highest intent by removing the friction of inputting data in a typical checkout process. We have seen consistently that the more informed a buyer is about the product and their capacity to buy it, the more likely they are to capitalise on that intent.

So we created a smooth, personalised experience for repeat customers by showing users their previous checkout information, such as email, address and a preview of payment information - with the option to update it of course!

The Results

A significant increase in engagement. 

We analysed the effectiveness across our major retailers over a comparison period.

We found a 31% increase in repeat customers.

 

FAQ

Who will see this feature?

This feature is only available to a logged in, existing user of Instant. The feature shows at the generic checkout page.


How does Instant know the personal details?

Instant securely remembers checkout information, such as email, address and a preview of payment information from the customers previous purchases. 


How does Instant keep the credit card numbers secure?

All card numbers are tokenised, which means that we do not store your actual credit card details Read more on How Instant keeps information secure.


What happens when the user presses the 'Instant Checkout' button?

The user will enter the same One-Step checkout process as a regular logged-in Instant user. They will be presented with the order confirmation screen which will give the option to update the details, change the shipping option, add a promo code and confirm or cancel the order.

See the walk through of the user experience here.

Can I customise/remove the banner?

Any changes will need to be made by Instant. Please reach out to us help@instant.one to discuss any feedback/ changes.

 

Article URL: https://help.instant.one/personalisation Keywords: ## How to customise your attribution window

Instant uses a 5-day open/click window for email and a 1-day click window for SMS by default. If you need to align with a different standard, to match your Klaviyo setup or other reason, you can configure this in your settings.

See our video walkthrough for a step by step of how to find it, and what to expect when changing your attribution window. 

How it works

Email and SMS attribution windows are configured separately. For each channel, you set:

Setting either value to 0 disables that interaction type for attribution. For example, setting open days to 0 and click days to 1 gives you a 1-day click-only model. Our default attribution settings are as below

Channel Open Click
Email 5 days 5 days
SMS N/A 1 day

Step by step

  1. Go to Settings > Email Settings > Preferences
  2. Scroll to Attribution window
  3. For Email, select Custom from the dropdown
  4. Set your open window and click window in days
  5. For SMS, select Default or Custom and configure accordingly
  6. Click Save Changes

Your dashboard and flow analytics will update immediately to reflect the new window — across all historical data.

What happens when you change your window

Changes apply retroactively and immediately across your entire dashboard. Every attributed conversion, including historical ones, is recalculated using your new settings. You don't need to wait for new data to come in.

This is intentional. It lets you compare what the same period of performance looks like under different attribution models, without waiting.

Tip: If you change your window, your total attributed revenue will change. A shorter or stricter window will show less attributed revenue. This does not mean Instant was overcounting before, it means fewer conversions fall within the tighter window. The underlying conversion events are the same.

When should I change my attribution window?

Most merchants should leave this on the default setting. The 5-day open/click email model is standard, defensible, and directly comparable to Klaviyo's default.

Reasons you might change it:

You're running Klaviyo with a custom attribution window If your Klaviyo account is already on a non-default window (e.g. 3-day click only), matching Instant to that window gives you a like-for-like comparison.

Your brand or business has a short purchase cycle High-frequency or low-consideration products sometimes convert within hours of an email. A tighter window may better reflect actual email influence for your store. For example, a same-day gift delivery service. 

You have a click-only policy Some brands exclude open attribution entirely, treating click-through as a higher-confidence signal of intent. Set your open window to 0 to achieve this.

You're evaluating Instant against another platform Match both platforms to the same window before drawing conclusions. A comparison across different windows doesn't tell you which platform performs better.

 
Article URL: https://help.instant.one/how-to-customise-your-attribution-window Keywords: ## Installing Instant on Big Commerce This guide is also relevant for headless.

Installation

Installing Instant onto your BigCommerce store is easy.

First, ensure you are logged into your BigCommerce store by visiting: https://login.bigcommerce.com.

Navigate to our App; https://www.bigcommerce.com/apps/instant-checkout/ and click the Get This App button to install Instant onto your BigCommerce store:

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You will be prompted to confirm the app’s installation:

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Activation

After you have pressed Confirm, you should be greeted with the following screen that will allow you to activate your plugin:

Untitled (4)

Simply enter your email into the provided field and then press Complete Integration. You will not be able to click the button until a valid email has been entered.

💡 The email you enter into this box will likely be the same you use to access the Instant Seller Dashboard, which can be found here: https://checkout.instant.one/seller

 ⚠️ Be sure to tick “Is this a staging website?” if you are running in a test environment.

 

On successful activation you should then see this screen:

Untitled (6)

Click on the blue underlined text to then proceed to complete the rest of the onboarding (see “Going Live” section below).

If you encountered any issues while installing or activating, please don’t hesitate to get in touch with our support team at help@instant.one.

⚡️ Before Instant can be used on production or a live store you must be setup to receive payments. If you aren't already setup please see our guide Getting setup for payments with Instant

 

Article URL: https://help.instant.one/install-on-big-commerce Keywords: BIGCOMMERCE ## Invite team members to access your Instant dashboard To invite members to your Instant dashboard, navigate to Users → Invite Users

To add a new user: 

  1. Navigate to the Instant Dashboard and log in. 
    Screenshot 2024-11-13 at 3.42.26 PM


  2. Once logged in, go to the Users section in the side navigation menu.
    Screenshot 2024-11-13 at 3.14.27 PM


  3. Click on the Invite User button.
    Screenshot 2024-11-13 at 9.10.27 AM

  4. Enter User Details
    In the pop-up window, enter the email address of the new user and select the appropriate permissions for their account. Once you have set their permissions, click Send Invite.

    Screenshot 2024-11-13 at 9.11.54 AM (2)
  5. An invitation will be sent to the new user's email addressScreenshot 2024-11-13 at 3.47.40 PM

  6. The new user will receive an invitation email. They should click the Join button in the email to begin the process.

  7. After clicking Join, the user will be directed to the login page. Note that there is no sign-up option on this page. The user can log in using their email address and a One-Time Password (OTP) sent to their email.

 
Article URL: https://help.instant.one/invite-members Keywords: ## How to manage UTM Tracking in external platforms with Instant AI

Instant AI automatically appends UTM parameters to every link in your flows and campaigns. These UTMs allow external analytics tools (Shopify, GA4, Triple Whale, etc.) to classify traffic correctly.

Each platform uses a different attribution model, it’s important to understand how UTMs behave in Shopify and what conditions must be met for accurate tracking.

Below is a quick reference of the UTMs we include, followed by the key checks you should make before using external platforms to analyse Instant AI performance.

UTM What It Means
utm_source=instantai The visit came from Instant AI.
utm_medium=email The visitor clicked through an email.
utm_campaign=ABANDONED_CART Identifies the flow or campaign that sent the email. Flow examples include ABANDONED_CART, WELCOME, PRICE_DROP, BROWSE, etc.

For Campaign emails, the campaign field will be
campaignName#touchpoint
utm_id=marketingFlow_123abc456def A unique identifier tied to the specific flow and event

Example URL:
https://yourstore.com/products/example-product?_ix=abc123&utm_source=instantai&utm_medium=email&utm_campaign=ABANDONED_CART&utm_id=marketingFlow_123abc456def

 

Technical Requirements for Accurate UTM Tracking and Attribution

The following conditions directly determine how UTMs appear in Shopify, GA4, and other external reporting tools. These are not recommendations — they are the technical factors that govern how attribution works.

1. How URL Type Affects UTM Preservation

Shopify treats storefront URLs and checkout URLs differently. When a shopper is dropped directly into checkout, Shopify may remove UTM parameters during the redirect process, meaning external reporting tools never receive the tracking information identifying the click as email traffic.

This can cause the purchase to be classified under Direct, Organic, or Paid. Storefront URLs, despite coming from your email provider. If your Abandoned Cart or Abandoned Checkout flows link directly to checkout, contact your CSM or help@instant.one to confirm these flows are configured to use storefront URLs where required. Preserving UTMs at the link level is the first dependency for consistent attribution in Shopify and GA4.

You can read more about this behaviour here:
Why Might Instant Be Underperforming in Reporting Tools That Rely on UTMs?

 

2. How External Analytics Tools Attribute Traffic

Most external analytics platforms, including Shopify, GA4, use session-based attribution. This model assigns revenue to the channel associated with the final tracked interaction within the purchase session. Because attribution is tied to sessions rather than individuals, several predictable behaviours occur:

  1. The latest interaction is prioritised over the email click
    If a shopper clicks an email but later engages with a paid ad, organic search result, or social link, the final click replaces the earlier email touchpoint.
  2. A new session resets attribution.
    If the shopper returns after a session timeout, reopens the site in a new tab, or resumes activity the next day, the original email click is no longer linked to the conversion. The tool often reclassifies the visit as Direct by default.
  3. Device switching breaks continuity.
    If the shopper opens the email on mobile but completes the purchase on desktop or tablet, the analytics platform sees these as different users. Email influence is lost unless the shopper is logged in (which is rare for most stores).

Does the platform that you're using matter?
Shopify is the strictest example of this behaviour. Shopify attribution depends entirely on the continuity of a single browser session and a single last click. It performs no multi-touch modelling, no assisted conversion logic, and no meaningful identity stitching across sessions or devices. When a session restarts, Shopify drops all previous context and reassigns attribution based solely on the new visit. GA4 has a more flexible attribution engine and can use alternative attribution frameworks beyond strict last-click. These mechanisms allow GA4 to preserve some influence that Shopify cannot, though GA4 still loses attribution frequently in cross-device or multi-session journeys.

As a result, you may find that Shopify, GA4, and similar platforms routinely attribute less revenue to email. It's important to understand this isn't necessarily because the email underperformed, but can be due to a number of factors where the model cannot see the full picture through identity-based attribution.

3. Why ESPs Capture Influence External Tools Cannot See

Email platforms use identity-based attribution, meaning every open, click, and purchase is tied back to a known subscriber’s email address. Because this attribution is built on a persistent identity, the ESP can recognise the same shopper across different devices, sessions, and touchpoints. This enables the ESP to continue attributing influence even when the shopper takes a longer or more complex path to purchase.

External analytics tools (Shopify, GA4, Triple Whale) do not track identity using email addresses. They rely on browser sessions, cookies, device IDs, or Google Signals, which means they treat each session, and in many cases each device, as a separate user. If the shopper changes devices, returns in a new session, or interacts with other channels before converting, these tools have no mechanism to link that behaviour back to the original email.

Because ESPs track identity, not just sessions, they can attribute a purchase even if the shopper only opened the email and didn’t click it. They can also attribute based on influence over a longer window (e.g., 5-day open/click influence) instead of requiring the conversion to happen in the same browser session. This is common in emails where a customer journey needs to be nurtured over a multi-day flow. 

 

4. Why Conversions Don’t Always Come From a Clicked Link

UTM-based reporting only tracks conversions that begin with a recorded click, but many purchases influenced by email do not start this way. A shopper may read an email, absorb the content, and return later through Direct, Organic Search, or another channel without ever clicking a link in the email. In these cases, the email still shaped the purchase decision, but because no tracked click occurred, external analytics tools cannot attribute the visit to email.

Email design plays a significant role in whether UTMs are captured. Emails focused on storytelling, education, social proof, product highlights, or general brand reinforcement often drive intent rather than clicks. These emails influence the shopper’s decision-making, but do not always prompt a direct click to the site. In contrast, emails engineered around click-heavy CTAs (e.g., “redeem your offer” or “shop now”) naturally generate more UTM-tagged sessions simply because they require a click to proceed. 

Because UTMs only measure click-driven activity, they capture just one portion of email influence. A low UTM count does not indicate weak performance, it reflects how the shopper interacted with the email, how the email was designed, and whether the conversion journey required a click at all. Many high-performing emails drive revenue through influence rather than direct click-through behaviour, especially in multi-touch or multi-day customer journeys.

 

Understanding these differences in link behaviour, session attribution, identity tracking, and click dynamics explains why external reporting tools often show lower email-attributed revenue than ESP dashboards.

These discrepancies reflect how each platform measures attribution, not the performance of the emails themselves. If accurate UTM tracking is important for your reporting setup, contact your CSM or help@instant.one to ensure your flows are configured to preserve UTMs across all entry points.

Article URL: https://help.instant.one/understanding-utm-with-instant-ai Keywords: utm ## How do I determine my abandonment flow revenue? Based on your abandonment flow revenue, our team can estimate how much revenue you can expect to gain from Instant.

The easiest way to let our team know your abandonment flow revenue is to send us a screenshot of your active flows for the past month.

  1. In the sidebar of your Klaviyo dashboard, select Flows.
  2. Set metric time period to last 30 days.
  3. Set the status filter to live.
  4. Take and send us a screenshot of this entire page.

klaviyo-3

Detailed instructions for Klaviyo

Most accurate: total your abandonment flows for the latest calendar month

The most accurate way to calculate your abandonment flow revenue is to add up the revenue generated by each of your abandonment flows.

  1. In the sidebar of your Klaviyo dashboard, select Flows.
  2. Set metric time period to last 30 days.
  3. Add up the revenue column for each of your abandonment flows (i.e., browse, add to cart, cart, and checkout abandonment flows).

Easier, but less accurate: subtract your welcome flow from your total flow revenue

Many merchants earn the majority of their flow revenue from their welcome flow and their abandonment flows. These merchants can get a rough estimation of their abandonment flow revenue by simply subtracting their welcome flow from their total flow revenue.

  1. Flow revenue: in the homepage of your Klaviyo dashboard, find your flow revenue. This is located in the attributed revenue section of the business performance summary card.
  2. Welcome flow revenue: In the top performing flows card (or under view all flows), find the revenue attributed to your welcome flow. 
    If you're accessing this via the view all flows button, make sure your report is filtered to show the last 30 days.

klaviyo

For most merchants, your abandonment flow revenue will be pretty close to your flow revenue, less your welcome flow revenue. If you tell our team both figures, we will do the subtraction for you.

Glossary of revenue terms for Klaviyo

  1. Total revenue: this is the total revenue for your website.
  2. Attributed revenue: this is ALL revenue attributed to Klaviyo (i.e., both revenue related to campaigns and revenue related to flows).
  3. Campaigns revenue: this is all revenue attributed to campaigns/EDMs/newsletters.
  4. Flows revenue: this is revenue attributed to flows/automations, including abandonment flows, welcome series, and any other flows you may have configured.
  5. Abandonment revenue: this is flow revenue attributed to your browse, add to cart, cart, and checkout abandonment flows.

klaviyo-2

 

Article URL: https://help.instant.one/abandonment-flow-revenue Keywords: ## How does the Welcome Flow work?

Instant AI sends a Welcome Flow to every new subscriber automatically. It's designed to greet new subscribers, introduce your brand, and, for first-time shoppers, deliver a coupon offer while intent is high. 

  1. What triggers a welcome flow?
  2. What content is in a welcome flow?
  3. How are coupons managed in a welcome flow?
  4. How do I select a subject and preview text?
  5. How do I add more rules?
  6. How do I enable the flow?

 

What Triggers a Welcome Flow

A Welcome Flow sends as soon as Instant identifies a new subscriber. This happens when someone opts in via:

No additional setup is required to connect these sources. Instant captures new subscribers across all of them.

What's in the Welcome Flow

By default, your Welcome Flow includes:

You can have up to 5 touchpoints in your Welcome Flow. Each email in the series builds on the last, keeping your brand front of mind in the days after signup.

Unlike other flows, the Welcome Flow can run in parallel with abandonment flows. If a new subscriber also browses or abandons a checkout, they'll receive both.

Managing Coupons in Welcome Flows

Setting up a coupon

By default, no coupon is assigned to the Welcome Flow — you need to add one manually. To do this:

  1. Go to Instant Coupons
  2. Select an existing coupon and assign it to the Welcome Flow, or create a new coupon specifically for it
  3. All coupon settings — discount type, fixed vs. percentage vs. free shipping, unique codes per customer, Smart Coupons — are managed here

You can assign a different coupon strategy to each flow. For example, Smart Coupons on your abandonment flows and a fixed 10% on your Welcome Flow. Only one coupon strategy can be active per flow at a time.

When the coupon is sent

If you've assigned a coupon to the Welcome Flow, it's always delivered in the first email, immediately after signup. This is intentional. When a subscriber signs up for a discount, they expect it straight away.

Coupons are only sent to first-time shoppers, someone who hasn't placed an order on your store before.

If an existing customer subscribes, they'll still receive the full Welcome Flow series, including a welcome message and product recommendations. The coupon block is simply skipped.

Updating Subject Lines and Preview Text

By default, Instant AI generates personalised subject lines and preview text for every email in your Welcome Flow.

If you'd prefer to use your own copy instead:

  1. Open your Welcome Flow in the Template Editor
  2. Click Edit on the flow
  3. Hover over the subject line or preview text to override
  4. You must set both the subject line and preview text together, you can't override just one
  5. To revert to AI copy, clear both fields

You can tell whether AI copy or manual copy is in use by the AI tag shown above the subject line in the editor.

Getting More Granular Control in Welcome Flows with Rules

The coupon configuration handles the default on/off behaviour automatically — first-time shoppers get the coupon, returning customers don't.

If you need finer control over what different segments see in the email itself — for example, showing a different hero image or message for returning customers — you can use Instant Rules to conditionally show or hide blocks within your Welcome Flow emails.

Learn how to use Rules in your emails →

How to Enable Your Welcome Flow

  1. Go to Flows in your Instant dashboard
  2. Find the Welcome Flow and toggle it on
  3. If you're using another provider (Klaviyo, Alia) for your sign-up forms, make sure you disable their Welcome or New Subscriber flow to avoid duplicate sends
  4. Send yourself a test email to confirm the content, coupon, and design before going live

FAQ

What if someone signs up twice? Instant won't re-enrol a subscriber into the Welcome Flow if they've already been through it.

Will existing customers receive a coupon if they sign up? No. Coupons are reserved for first-time shoppers. If someone has purchased before and subscribes, they'll receive the welcome email series without the coupon.

Do I need to set up anything to capture subscribers from Klaviyo or Alia forms? No. As long as Instant AI is live on your store, our pixel automatically detects sign-ups from Klaviyo and Alia forms and triggers the Welcome Flow.

What if I don't want to offer a coupon at all? Simply don't assign a coupon in Instant Coupons. The Welcome Flow will send without one.

Can I use a different coupon for the Welcome Flow vs. my abandonment flows? Yes. You can assign different coupon strategies to different flows. Each flow can only have one active coupon at a time, but every flow can have its own.

Where do new subscribers go after the Welcome Flow? They're added to your subscriber list in Instant AI and available for use in campaigns. If you're integrated with Klaviyo, they'll sync automatically as new profiles with Marketing Consent, and also sync to Shopify.

Article URL: https://help.instant.one/how-does-the-welcome-flow-work Keywords: ## Responsible Disclosure Policy At Instant, the security of our platform and our customers’ data is a top priority. We welcome and encourage external security contributors to report potential vulnerabilities in a responsible manner.

Reporting a Security Vulnerability

If you believe you've discovered a security issue in any of our systems, please contact us at help@instant.one with the following information:

We request that you:

Our Commitment

We will:

We do not currently offer a formal bug bounty program but sincerely appreciate your efforts to help keep Instant secure.

Article URL: https://help.instant.one/responsible-disclosure-policy Keywords: ## How do I add UTM tracking to Instant Audiences flows for Google Analytics?

UTM tracking can be very useful for sending detailed information and data to Google Analytics about where site traffic and visits are coming from.

Instant's Klaviyo integration leverages Klaviyo's flows, and therefore merchants can use Klaviyo's native integration into Google Analytics for UTM tracking.

By adding UTM tracking to emails sent from Instant Audiences flows, you will be able to track conversions from Instant Audiences flows in Google Analytics.

To understand how to use UTM tracking for Instant Audiences flows, please refer to the following help article from Klaviyo titled "How to add UTM tracking to campaigns and flows" - https://help.klaviyo.com/hc/en-us/articles/360053921252.

The relevant sections from Klaviyo, are:

To understand UTM tracking in Klaviyo, please refer to the following help article from Klaviyo titled "Understanding UTM tracking in Klaviyo" - https://help.klaviyo.com/hc/en-us/articles/115005247808

Please refer to Google analytics' support documentation for any further clarification regarding questions or issues related to your Google Analytics account or setup.

Article URL: https://help.instant.one/add-utm-tracking Keywords: utm ## How to Use Segments in Campaigns

Segments allow you to quickly target specific groups of shoppers when sending a campaign. You can either select an existing saved segment or build filters directly within the campaign. This article explains how segments behave when used in campaigns and how eligibility works.

Tip: To learn more about how to create a segment view the help article here

In this article:

  1. How to use a Saved Segment
  2. How to use once off filters
  3. How Segmentation Counts in Campaigns Work
  4. What Happens if a Segment Changes?
  5. When Should I Use a Saved Segment?
  6. FAQ's

Option 1: Use a Saved Segment

When creating a campaign:

  1. Go to Campaigns.

  2. Click Create Campaign.

  3. Select your audience.

For a single email campaign, you’ll choose your segment during the audience selection step.

For a multi-step campaign, you’ll select your segment during setup. After the campaign is created, you can click into Contacts within the campaign to review or update which segment and filters the campaign is sending to.

Once selected, all filters from that segment are automatically applied.

You will immediately see:

Campaigns can only send to subscribed shoppers. If your segment includes unsubscribed or suppressed shoppers, they will be excluded from the eligible count.

If a segment contains only unsubscribed shoppers, you will see 0 eligible recipients.

You can also preview the list of shoppers included in the campaign audience before sending.

 

Option 2: Add once off filters

If you don’t select a saved segment, Instant AI automatically starts with All Marketing Subscribers — everyone who has opted in for marketing emails.

You can then refine that audience using filters such as:

These filters apply only to this campaign.

If you find yourself reusing the same filter set often, consider saving it as a segment from the Shoppers page for quicker access next time.

 

How Segmentation Counts in Campaigns Work

When defining your audience, you will see two numbers:

Total shoppers: This includes everyone who matches the filters, regardless of subscription status.

Eligible to receive emails: This includes only subscribed shoppers who can legally receive marketing emails.

Segments are built from your full database, but campaigns automatically restrict sending to eligible (subscribed) shoppers. You can preview the full list of shoppers included before sending. Campaign eligibility is evaluated at send time.

This means:

Your final audience is always based on the most up-to-date data.

What Happens if a Segment Changes?

Segments are dynamic and update in real time. If you edit a saved segment, its filters update immediately.

If you delete a saved segment:

When Should I Use a Saved Segment?

Use a saved segment when:

Use one-off filters when:

 

FAQs

Can I add additional filters on top of a saved segment?

Yes. You can refine a selected segment further by adding more filters inside the campaign.

 

Can a shopper belong to multiple segments?

Yes. Segments are saved filter sets. A shopper can match multiple segments at the same time.

 

Why does my eligible count change before sending?

Audience eligibility is recalculated in real time. Subscription status and shopper behaviour may change between scheduling and sending.

 

Will unsubscribed shoppers ever receive a campaign?

No. Instant AI automatically excludes unsubscribed and suppressed shoppers from campaigns.

 

Can I build a segment of unsubscribed shoppers?

Yes. You can create segments that include unsubscribed shoppers for reporting or analysis. However, unsubscribed shoppers will never receive campaigns.

 

 

Article URL: https://help.instant.one/how-to-use-segments-in-campaigns Keywords: ## How to Use Sign Up Forms and Welcome Flows with Instant AI

Instant AI offers a Welcome Flow that can send new shoppers an email and enrol them in their first flow. To help customers opt-in to a Welcome Flow, you can use an Instant AI Sign-up form OR you can use the Instant AI Welcome flow in conjunction with an alternative providers sign-up form.

Option 1: Use Instant Sign-Up Forms + Instant Welcome Flow

Instant Sign-Up Forms are branded pop-ups that appear on your Shopify storefront. They’re generated automatically, styled to match your brand, and powered by Predictive Opt-In so they appear at the best time to convert.

The benefits of using Instant for both the form and the flow include:

Coupons and offers

Capturing Phone Numbers

 

Option 2: Use External Pop-Ups (Klaviyo or Alia) + Instant Welcome Flow

If you already use Klaviyo or Alia for your pop-ups, you don’t need to integrate anything extra. As long as you’re live with Instant AI, our pixel automatically detects new sign-ups and feeds them into your Welcome Flow.

Important checks when using external forms

 


Customising Your Welcome Flow

Whether you use Instant’s forms or another provider, the Welcome Flow behaves the same way:


Quick Checklist

Follow these steps to make sure your Sign-Up Forms and Welcome Flow are set up for success:

  1. Choose your path
    1. Option 1: Instant Sign-Up Form.
    2. Option 2: External pop-up (Klaviyo or Alia).
  2. Configure your coupon

    1. Add or confirm your coupon in Instant Coupons.

    2. By default, coupons are not assigned — you’ll need to pick one.

    3. By default, your selected coupon will assign to Welcome Flows, but you can confirm this under Settings → Flows.

    4. If using Smart Coupons → Instant automatically handles “exclusive discount” wording on pop-ups.

    5. If using Klaviyo/Alia → update your wording manually to avoid mismatched offers.

  3. Enable your Welcome Flow

    1. Go to AI Flows → Welcome Flow.

    2. Toggle the flow ON.

  4. Preview your Flow
    1. If using Instant’s pop-up → go to Settings → Sign-Up Forms to preview the design and offer.
    2. If using Klaviyo/Alia → confirm your pop-up is live in their platform.
  5. Customise your Welcome Flow

    1. Open the Template Editor to update design, messaging, or product recommendations.

    2. By default, the coupon is shown in the first email.

  6. Send a test email
    1. Use the “Send Test” feature inside your Welcome Flow to confirm the content, coupon, and design.
  7. Monitor performance
    1. After going live, track how many Welcome Flow emails are being sent in your dashboard. This confirms subscribers are entering correctly and helps you measure success.


FAQ



What happens if someone signs up twice?
Instant AI won’t re-enrol a subscriber into the Welcome Flow if they’ve already been through it.


Do I need to connect Klaviyo or Alia manually?
No, as long as Instant AI is live on your store, our pixel automatically connects to those forms assuming that you have an existing Klaviyo integration. 


Where do new subscribers go?
They’re added to your subscriber list in Instant AI. You can use them in flows and campaigns. If you're integrated with Klaviyo, these will automatically sync as new profiles plus we automatically sync these over with Marketing Consent to Shopify


Do I have to configure discounts twice?
 If you use Instant pop-ups: no, your assigned coupon automatically shows in both the pop-up and the Welcome Flow. If you use Klaviyo or Alia: yes, you should double-check your pop-up offer matches what’s in Instant AI.


When will my pop-up show?
 Instant pop-ups use Predictive Opt-In, which resurfaces forms when visitors are most likely to subscribe. External pop-ups show according to your provider’s own logic. Article URL: https://help.instant.one/how-to-use-sign-up-forms-and-welcome-flows-with-instant-ai Keywords: ## Why are my Klaviyo flow emails being skipped due to "Fails Flow Filters"?

Failed flow filters means that one or more of the configured trigger or profile filters against the flow prevented a profile from entering a flow.

For example, a profile may not enter an add to cart abandonment flow because they have since placed an order. 

Or, a profile might not enter a browse abandonment flow because they have since added to cart or started checkout.

If you click into "Fails Flow Filters", you can identify the failed filters.

If you identify any flow filters that look inaccurate, consider removing the flow filter.

Article URL: https://help.instant.one/emails-skipped-fails-flow-filter Keywords: ## Payouts Reconciliation Itemised Report

Instant offers a variety of reports for users to download and access. These reports provide valuable insights and data on transactions, payouts, and reconciliation.

The Payouts Reconciliation Itemised Report downloads the full list of individual transactions from the specified time range. This report contains:

Example

Other Reports

  1. Transactions Itemised
  2. Transactions Summary
  3. Payouts Itemised 
  4. Payouts Summary
  5. Payouts Reconciliation Summary
Article URL: https://help.instant.one/payouts-reconciliation-itemised-report Keywords: ## How does Instant AI accurately import all of my contacts?

Instant AI will automatically import your existing contacts through 2 methods:

  1. Shopify Integration
  2. Klaviyo Integration

For most merchants, these methods cover every scenario and there is no need for any manual data migration. If you still think you need to import a manual CSV, check our guide further below. 


TIP: You can view all of the contacts that you have synced with Instant AI by viewing your Shoppers List.

 

 

Shopify Integration

When you connect Shopify, we automatically start syncing all of your contacts into Instant AI.
We import any shoppers who have Marketing Consent = Yes in your Shopify Profiles.
If a contact doesn’t have marketing consent, or has unsubscribed, we’ll skip them automatically. If new contacts subscribe or unsubscribes from either us or Shopify, we update both sides automatically.

 

Klaviyo Integration

When you connect Klaviyo, we also sync all contacts into Instant AI.
We import any shoppers who have Email Marketing Consent = Subscribed in your Profiles.
We continue checking subscription status with every send to keep both systems in sync.
If new contacts subscribe or unsubscribes from either us or Klaviyo, we update both sides automatically.

If you’re using Klaviyo, we also import key events from your contacts, such as opened and clicked, as part of our integration.

This means that once you’ve onboarded to Instant AI and connected your Klaviyo integration, you can immediately send a campaign using a filter like Engaged Last 60 Days. Even if you haven’t been using Instant AI for that long, we’ll bring in up to 60 days of engagement data from Klaviyo so you can start with accurate, ready-to-use filters.

 

Multiple Integrations

If you have multiple integrations live (e.g. both Shopify and Klaviyo) then we will sync both records automatically. If the same contact exists in both systems with different subscription statuses, we use the most recent update as the source of truth.

For example:
In Shopify, Mary Jones is Subscribed 2025-01-01 but
In Klaviyo, Mary Jones is Unsubscribed 2025-02-02
Then we will honour the unsubscribe in Klaviyo because it is the most recent information. 

 

Our own Identification

Instant AI can also identify new subscribers after our pixel is installed.
If someone subscribes through your site (for example via a welcome flow) we’ll automatically capture that data and add it as a new contact. Even if the sign-up form or flow is powered by Klaviyo, Alia or Shopify, Instant AI will still save the new subscriber to your database. 

If you're using Instant Audiences alongside Instant AI, you will have advanced identification to to remember returning shoppers that already exist in your contacts. The of saving a new shoppers, and new shopper identification is the same. 

 


When you may need a manual import of contacts

You’ll only need a manual import if:

If you're using an alternative platform (e.g. Mailchimp, Sendlane) and your contacts are being automatically updated to Shopify through these platforms then you won't need to manually import any data and the existing Shopify integration will pick them up. To maintain a neat ongoing sync, we recommend ensuring that your alternative providers are set up to accurately sync subscription status' to Shopify.

If this is not possible, you can import a CSV of contacts as a once off activity so that Instant has the most accurate starting point. Follow our step-by-step guide here to complete your CSV import. 

 

 

FAQ's

Why would my total count of subscribers be higher than Klaviyo?

Instant AI combines both your Shopify and your Klaviyo subscribers into a single list. If you're using Klaviyo as your dominant ESP, then 100% of your explicitly subscribed contacts will be listed. There may be a small number of extra profiles that Instant adds from your Shopify database since Instant combines two data sources rather than just one. We automatically de-duplicate records between both systems and will only include profiles where they have explicitly subscribed in Shopify, and haven't unsubscribed in any other platform.

Article URL: https://help.instant.one/how-does-instant-ai-automatically-import-all-of-my-contacts Keywords: ## Why does BigCommerce report more carts and abandoned carts since enabling Instant Audiences?

Unlike Shopify, cart abandonment links from BigCommerce do not encode the contents of each shoppers cart. This means that, without Instant Audiences, there is a high chance that by the time a shopper clicks the links in your cart abandonment emails, their cart has expired, and they'll land on your checkout with no products in their cart. This harms overall conversion rates and therefore revenue for your website.

To get around this problem, Instant Audiences generates a new cart for each abandoned shopper, encoding the contents of their cart in the URL sent by your email marketing software. 

This feature increases the likelihood of shoppers converting on your website after receiving a cart abandonment link.

Because Instant Audiences creates new carts via BigCommerce's API, this feature may distort BigCommerce's inbuilt abandoned cart reporting, making it report more carts (and therefore more abandoned carts). We generate a cart once for every visitor that performs either an add to cart, or a checkout started event. Once it is generated, we cache that new cart. If the customer adds an item or removes an item from their cart, it then gets regenerated and re-cached.

We recommend merchants use a tool like Google Analytics to accurately track conversion rates and abandoned carts, though our team can disable this feature for merchants who would rather use BigCommerce's inbuilt abandoned cart reporting, noting that this will negatively impact revenue generated by your cart abandonment flows.

Article URL: https://help.instant.one/bigcommerce-carts-abandoned Keywords: ## Does Instant impact the speed or performance of my website? Our integration is designed to run seamlessly in the background of your store’s website, ensuring there is no impact on speed or performance.

Website speed is crucial for delivering an exceptional experience.

To ensure your eCommerce site performs at its best, we've implemented industry best practices for third-party tracking integrations.

This approach enables us to provide advanced tracking and analytics while ensuring your customers enjoy a seamless, uninterrupted shopping experience.

How our Tracking Scripts work

API Calls Are Made After Your Page Is Fully Loaded

During the initial setup, our API is integrated into your website to track and send browser events (e.g. product viewed, collection viewed, add-to-cart, checkout abandonment) to your Klaviyo account.

Similar to Klaviyo, our API transmits data only after your customer's browser has fully loaded. This ensures that our API calls won’t interfere with the speed or performance of your eCommerce store.

Our JavaScript File Is Small and Loads Asynchronously 

Asynchronous JavaScript loading is a standard best practice used by industry leaders like Facebook Pixel, Google Analytics, Shopify, Stripe, and others.

Our JavaScript file is designed to load asynchronously, ensuring it doesn’t delay your website's rendering. This means your customer’s browser won’t wait for our script to load before displaying the rest of the page. Instead, our script runs in the background, collecting data without blocking page rendering, resulting in a faster and smoother user experience.

By adhering to these principles, our integration ensures your website stays fast and responsive while still providing powerful tracking and analytics.

 

Addressing Site Speed Concerns

Some customers have asked if our pixel impacts site speed. Here’s what you need to know:

Common Speed Issues Diagnosed

Understanding Performance Reports

FAQs and Best Practices

Why am I seeing multiple calls to your pixel in my reports?
Most commonly, this is due to installing the pixel more than once (e.g., both in theme code and through a tag manager). Confirm there’s only one instance running.

Should I be concerned about the CPU time shown in performance tools?
Not in most cases. Our core function is optimized to run in the background without affecting what your users see. Long CPU times associated with our script in diagnostics are not tied to slower page loads.

By using asynchronous loading and only firing API calls after the page is fully loaded, Instant’s tracking scripts are specifically engineered to avoid impacting site speed. 

If you have any questions or need additional assistance, please feel free to contact us at help@instant.one

 

Article URL: https://help.instant.one/website-performance Keywords: ## How do I generate a Test Event Code for a Meta pixel?

If you would like to generate a test event code for your Meta pixel, please complete the following steps.

  1. Proceed to the Meta events manager and click on Test events next to the Overview tab.
  2. Expand the "Confirm that your server's events are set up correctly" section.
  3. Once expanded, you will be presented with a test event code.
  4. Your test event code will look different, but it will start with TEST and ends with 5 random digits, e.g. TEST36249. 

If you provide the code as part of Instant Targeting onboarding, you should see test events in your Events Manager shortly.

For more information regarding test events, please refer to Metas official documentation here.

Article URL: https://help.instant.one/generate-test-event-code Keywords: ## How to Add Custom HTML to Your Instant AI Emails

Instant AI allows you to add custom HTML directly into your emails if you need more control over layout or styling.

You can add a Custom HTML block just like any other block in the email editor. Open an email, click Add block, select HTML, then paste your custom HTML code and save. The HTML will render as part of your email.

It’s important to note that email HTML is different from web HTML. The editor preview is rendered in a web browser, so code may look fine there but break once the email is sent. Some HTML and CSS that works on websites is not supported by email clients.

Because of this, you should always:

If you’re copying HTML from an existing email (for example from Klaviyo or an email in your inbox), open the email, inspect the HTML, copy the block you want, and paste it into a Custom HTML block in Instant AI. If it doesn’t render correctly, try copying a parent container instead — email styling often relies on surrounding table or wrapper markup.

Once saved, the HTML block can be reused in future emails without needing to copy and paste again.

html-gif

 

Unsubscribe links and custom footers

Every Instant AI email must include an email address and an unsubscribe link. Emails cannot be saved or sent without an unsubscribe link.

If you’re using a custom footer, there are two ways to handle this.

The easiest option is to add your custom HTML above Instant’s footer and remove the unsubscribe section from your custom footer. This lets you fully customise the design while keeping Instant’s unsubscribe block at the bottom.

If you want to fully replace the footer, you must use Instant’s unsubscribe link in your HTML. Find where the unsubscribe URL exists in your footer and replace it with:

href=" {{ unsubscribe_link }}"

You can keep the visible text (for example, “Unsubscribe”) — only the URL needs to change. If the Instant unsubscribe link is missing, the email won’t save.

Tip: use Ctrl + F (or Cmd + F) and search for “unsubscribe” to find it quickly.

If you’re unsure how to update the HTML, you can paste it into a tool like ChatGPT and ask it to replace the unsubscribe URL with {{ unsubscribe_link }}. Always send a test email afterward to confirm it works as expected. 

custom-unsub

 

Article URL: https://help.instant.one/how-to-add-custom-html-to-your-instant-ai-emails Keywords: ## Email compliance best practices in the United States

Like any email marketing software, it's important that you use Instant in a way that protects your brand reputation and is compliant with United States spam regulations.

1. Only send compliant emails

The CAN-SPAM Act 2003 and the accompanying CAN-SPAM Rule outline your responsibilities as an email sender in the United States. The Federal Trade Commission has published a useful guide to assist businesses with their compliance.

When sending an email, ensure that you:

  1. Don’t use false or misleading header information. your “From,” “To,” “Reply-To,” and routing information – including the originating domain name and email address – must be accurate and identify the person or business who initiated the message.
  2. Don’t use deceptive subject lines. The subject line must accurately reflect the content of the message.
  3. Identify the message as an ad. The law gives you a lot of leeway in how to do this, but you must disclose clearly and conspicuously that your message is an advertisement.
  4. Tell recipients where you’re located. Your message must include your valid physical postal address. This can be your current street address, a post office box you’ve registered with the U.S. Postal Service, or a private mailbox you’ve registered with a commercial mail receiving agency established under Postal Service regulations.
  5. Tell recipients how to opt out of receiving future marketing email from you. Your message must include a clear and conspicuous explanation of how the recipient can opt out of getting marketing email from you in the future. Craft the notice in a way that’s easy for an ordinary person to recognize, read, and understand. Creative use of type size, color, and location can improve clarity. Give a return email address or another easy Internet-based way to allow people to communicate their choice to you. You may create a menu to allow a recipient to opt out of certain types of messages, but you must include the option to stop all marketing messages from you. Make sure your spam filter doesn’t block these opt-out requests.
  6. Remember that subscribers and members can opt out of marketing emails, too. Recipients of emails from a sender that runs a subscription service or membership program still have the right to opt out of marketing messages from you. While you don’t need to get members’ consent to send them marketing emails, subscribers and members don’t lose their ability to opt out of marketing emails from you simply because they have a subscription or membership. Before sending a message without an unsubscribe link to subscribers or members, be sure that the primary purpose of the message fits within one of the five categories of “transactional or relationship” message set out in the Act. If it doesn’t, you need to include a way for recipients to opt out of further marketing messages from you.
  7. Honor opt-out requests promptly. Any opt-out mechanism you offer must be able to process opt-out requests for at least 30 days after you send your message. You must honor a recipient’s opt-out request within 10 business days. You can’t charge a fee, require the recipient to give you any personally identifying information beyond an email address, or make the recipient take any step other than sending a reply email or visiting a single page on an Internet website as a condition for honoring an opt-out request. Once people have told you they don’t want to receive more messages from you, you can’t sell or transfer their email addresses, even in the form of a mailing list. The only exception is that you may transfer the addresses to a company you’ve hired to help you comply with the CAN-SPAM Act.
  8. Monitor what others are doing on your behalf. The law makes clear that even if you hire another company to handle your email marketing, you can’t contract away your legal responsibility to comply with the law. Both the company whose product is promoted in the message and the company that actually sends the message may be held legally responsible.

2. Keep your privacy policy and terms up to date

When implementing any new website analytics product, businesses should update their privacy policies to keep their customers informed.

When implementing Instant in the United States, merchants must update their privacy policies.

The following clause is our standard recommendation:

We use Instant to help us understand how our customers use our site, and use this information to retarget for marketing purposes. You can read more about how Instant uses your Personal Information here: https://www.instant.one/privacy-policy. You can opt-out by contacting help@instant.one

Merchants should also obtain legal advice specific to their businesses.

3. Consider brand reputation when sending emails

From product pricing and visual identity to product manufacturing quality and marketing strategies, everything you do as a business impacts your brand.

Email marketing continues to be a key growth area in the United States. In 2023, 62% of marketers in the United States reported that their email marketing budget had increased in the past 12 months — the leading area relative to any other direct marketing channel.

Shopper engagement marketing is incredibly common in online retail. Even the most premium brands utilise cart abandonment marketing, discounts for returning shoppers, and other strategies to maximise customer lifetime value.

Merchants can use insights from Instant to trigger a variety of email marketing campaigns from their email marketing software. While most choose to configure each of our recommended marketing flows, some innovate and create additional flows, while others only implement a subset of our recommended flows. We encourage brands to find what is right for them, balancing business growth and brand reputation.

Article URL: https://help.instant.one/best-practices-email-compliance Keywords: ## Maximizing ROI from Instant Audiences

Like any other marketing product, the return-on-investment you can achieve through Instant Audiences is dependent on how you configure and utilize it.

Email marketing software can be high maintenance. Instant AI can send abandonment emails for you, removing the need to manually setup and manage flows in your Email Service Provider like Klaviyo. We automate literally everything outlined in this help doc.

Go live with Instant AI in minutes.

1. Configure all recommended email marketing flows

By configuring flows in your Email Service Provider, you can automatically market to shoppers identified by Instant, driving revenue to your business.

Instant Audiences performs best when a shopper has displayed high intent to purchase, but is unlikely to have been identified by your ecommerce platform or ESP.

Therefore, the most important flow to configure is the Add to Cart Abandonment flow, which markets to shoppers who have added a product to cart on your website, but not completed checkout. 

The second most important flow is typically the Cart Viewed/Checkout Started Abandonment flow. This flow markets to shoppers identified by Instant Audiences who have visited your cart or checkout pages but have not placed an order.

While these are the two flows absolutely required in order to achieve results from Instant, there are two additional flows recommended for optimal performance.

First is the Product Viewed flow, which markets to shoppers who have added a product to cart on your website, but not completed checkout.

And finally, we have the Collection Viewed flow, which markets to shoppers who have browsed collection pages on your website.

Instructions to configure each of these flows can be found in the setup documentation for Instant.

You can also use our Klaviyo Flow Optimizer to automatically detect configuration issues that could be impacting ROI.

It's equally important to ensure your email flows are configured optimally:

2. Dispatch emails at an effective time

Your Email Service Provider allows you to choose when to dispatch emails triggered by  data provided by Instant.

If you dispatch emails too early, you may market to a shopper who is already about to complete a half-finished purchase on your website. If you dispatch emails too late, you have a much lower chance of retaining abandoned shoppers.

We've found the sweet spot for email dispatch to be between 45 and 60 minutes after each flow is triggered. Note that emails should also be dispatched 15 minutes after any generic equivalent flows.

If you are sending your emails too late, you will not achieve optimal results from Instant.

3. Include offers in your emails

Shoppers are most likely to return to your website to complete an abandoned purchase if you offer them some kind of deal. 

Many of our customers include product or shipping discount codes in their emails. Others offer free gifts with purchase.

Your Email Service Provider makes it easy to experiment with these offers, so you can test how much they improve your revenue, and whether this improvement is sufficient, given your margins, brand value, and other factors.

4. Send attractive emails

Shoppers are more likely to open an email if it has an effective subject line. Shoppers are more likely to accept an offer in an email if the email is well-designed.

Best practices for email content and design include:

If you're struggling to achieve your desired return-on-investment from Instant, reach out to us. We're happy to review your flows and make recommendations.

We can also introduce you to agency partners who can work with you to improve your flows, email templates, and email marketing more generally

5. Create a prominent newsletter subscription form. 

A newsletter subscription form is a powerful tool for growing your audience and converting visitors into customers. Through these forms, you can effectively capture visitor information, ultimately enhancing user identification and boosting revenue for your store. 

Best practices for newsletter subscription forms include:

dharma

6. Send more campaigns 

Sending multiple email campaigns can significantly boost engagement and conversions, ultimately driving revenue growth. With Instant, we identify shoppers who click links in your Klaviyo campaigns, allowing us to identify more potential customers with each campaign you launch. 
Campaigns suggestions: 
 
Article URL: https://help.instant.one/maximising-audiences-roi Keywords: ## How to Use Dynamic Product Blocks in Emails

Dynamic Blocks let you automatically showcase products in your emails without needing to manually update them each time. You choose a collection, sort order, and number of products — Instant AI does the rest.

How Dynamic Blocks Work

Campaigns

In campaigns, Dynamic Blocks only use the products and rules you select.

For example, if you add a Best Sellers block with two products and later add another Best Sellers block with three products, the final email will display five unique best-selling products.

Flows

Flows work the same as campaigns, but Dynamic Product blocks can be used in addition to the standard product blocks needed for abandonment emails. 

Example: In an Abandoned Cart email, you might show the shopper’s cart items at the top, then add a Best Sellers block at the bottom to extend the email and highlight additional products.

FAQ

Will duplicate products ever appear in the same email?

No. We automatically ensure each product is only shown once per email, even if you use multiple Dynamic Blocks.

 

What if my collection doesn’t have enough products?

We’ll display as many as are available. If there aren’t enough unique products, the block will be hidden.

 

Do out-of-stock products show up?

No. Instant AI automatically excludes products that are out of stock or unavailable.

 

What happens if there’s no product data available at send time?

The block will be hidden so your customer never sees placeholder content.

 

Can I add titles or descriptions above Dynamic Blocks?

Yes. Use the rich text editor to add headings, subheadings, or other content around the block.

Article URL: https://help.instant.one/how-to-use-dynamic-product-blocks-in-emails Keywords: ## How do I import a list of shoppers to Instant AI?

Instant AI will automatically import your existing contacts from Shopify and Klaviyo when both platforms are first integrated. If either of these platforms are your source of truth, there is no need to manually import any data to Instant AI.

If your current contact list lives outside of Klaviyo or Shopify, such as within another email sending platform, you can upload a CSV to have all contacts imported. 


How to import contacts from an existing system

There are some critical pieces of information that are required when importing, and your import must match our formatting exactly. 

Step One: Create your CSV to import

There are some critical pieces of information that are required when importing, and your import must match our formatting exactly. 

Your CSV must include the following columns, with each row representing a contact:

  1. Email 
  2. Email Marketing Consent
  3. Email Marketing Consent Timestamp

IMPORTANT: The Email Marketing Consent Timestamp is critical so that we know the exact time of the subscription change. In the instance there are duplicates, or you are importing data when Instant AI is already live, this helps us prioritise the latest actions and avoids accidently re-subscribing an unsubscribed customer.

The timestamp is acceptable in the following format only "YYYY-MM-DD HH:MM:SS". For example 2024-01-13 10:20:35


The following fields are optional

  1. First Name
  2. Last Name

Example CSV:

Email  First Name Last Name Email Marketing Consent Email Marketing Consent Timestamp
one@instant.one Instant One Subscribed 2024-01-13 10:20:35
two@instant.one Instant Two Unsubscribed 2025-01-13 10:20:35

Click here to Download Example Template

 

Step Two: Import your CSV
  1. Go to the Instant Dashboard
  2. Select Shoppers on the left side navigation
  3. Select the three dots in the right corner of the table 
  4. Select Add Shoppers or follow this link
  5. Select Upload a CSV
  6. Upload your prepared CSV
  7. Wait for the load to Complete - do not exit this page
  8. Once Completed, go back to Shoppers and view your total list


Article URL: https://help.instant.one/how-do-i-import-a-list-of-shoppers-to-instant-ai Keywords: ## How do I measure the performance of Instant Targeting?

To view the impact of Instant Audiences on CPC and ROAS in Facebook, you can generate a report in Facebook Ads Reporting. 

We highly recommend running reporting on Instant Targeting at least 7 days after go live, to ensure results have had time to materialize. 

Please follow the below steps to generate before/after in Facebook Ads Reporting.

  1. Navigate to your Facebook Business Manager and proceed to Ads reporting.
  2. Click Create Your Report
  3. You will be prompted to Choose a layout. Select Pivot table and click Continue.

  4. Edit the date range so that:

    1. The selected date range is a time range after Instant Targeting was enabled
    2. The Compare setting is enabled. This will enable us to compare the performance of ads before and after.
  5. Under Customise pivot table, remove Ad set name. Switch over to metrics, and remove all currently selected metrics.

    1. Then, add the metrics that you would like to analyse. In particular, enable CPC (cost per click), CPM (cost per 1,000 impressions), Website ROAS, Cost Per Result.
      1. You may also want to measure: Cost per 1,000 Accounts Centre accounts reached
  6. Analyze the results. With the Compare option selected, you will see % changes between the time period where Targeting was enabled, compared to the time period before.
    1. Please note, that before/after analysis does not take into account natural fluctuations or seasonality in business into context.
    2. For success, you want to see a 
      1. Decrease in CPC
      2. Decrease in CPM
      3. Increase in Website ROAS
      4. Decrease in Cost Per Result
    3. Please note that the dashboard shows an % avg change, however this is often very skewed due to ads being turned on and off etc. 
      1. Example of improved ROAS (note the increase in ROAS per ad set)
      2. Example of decreased CPC (note the decrease in CPMs per ad set)
Article URL: https://help.instant.one/measure-targeting-performance Keywords: ## Installing Instant AI for Headless Shopify Sites

Instant has native integrations into Shopify, however Shopify Headless stores require a custom integration, with five steps:

  1. Connecting to the Shopify API
  2. Installing Instant's Identification Pixel
  3. Tracking Customer Events
  4. Updating Event Properties

Please contact your customer success manager if you experience any issues. We are happy to guide you or your developers through this implementation if needed.

Step 1: Connecting to Shopify's API

The first step of the integration process requires connecting to Shopify's API.

  1. Proceed to the Instant dashboard and go to Pixel > Select Shopify. You will see the instructions for connecting to Shopify's API under "Step 1: Shopify API Setup".
  2. Follow these instructions and verify your integration.

Step 2: Installing Instant's Identification Pixel

The first step of the integration process requires adding Instant's pixel to your site. This allows Instant to identify anonymous shoppers who visit your website.

  1. Proceed to the Instant dashboard and go to Pixel > Select Shopify. You will see instructions to complete your pixel setup under Step 2: Storefront Pixel.
  2. Follow these instructions and verify your integration.

Step 3: Tracking Customer Events

Event triggers determine when Instant interaction events are sent and contain all the relevant information to generate a relevant email. Throughout your website, where you may be sending events to an alternative email provider, you will also need to send them to Instant.

  1. Add track calls for the following events, if you are able to track them.
  2. Update all existing usages of window.InstantJS.track() to add new calls to track events and send to provider INSTANT. If you are using another provider, such as Klaviyo, your events may look like the below. If not, you may have just Instant listed.

For Example: If multiple providers

window.InstantJS?.track("ITEM_ADDED_TO_CART", [
    {
        provider: "KLAVIYO",
        event: {
            // ...
        },
    },
    {
        provider: "INSTANT",
        event: {
            // ...
        },
    },
]);

For Example: If just Instant

window.InstantJS?.track("ITEM_ADDED_TO_CART", [
    {
        provider: "INSTANT",
        event: {
            // ...
        },
    },
]);
  1. The instant event object supports three top level properties
type InstantEvent = {
    provider: "INSTANT";
    event: {
        /** Current state of the cart */
        cart?: InteractionCart;
        /** Items that were added or removed from the cart */
        items?: InteractionCartItem[];
        /** The product or products that were interacted with */
        products?: InteractionProduct[];
    };
};
  1. You can provide as many of these properties as are available, but certain events need specific top-level properties.
  2. Note that you can provide more than just the properties list here per event, e.g. if you always have access to the cart object, then you are free to include it on all events, but it is not required.

Examples

Replace the URL examples below with your own that’s relevant to the URL structure of your cart or store checkout.

window.InstantJS?.track("ITEM_ADDED_TO_CART", [
    {
        provider: "KLAVIYO",
        event: {
            CheckoutURL: "",
            Items: [
                {
                    ProductName: "",
                    Quantity: "1",
                    ItemPrice: "19.95",
                    ImageURL: "",
                },
                {
                    ProductName: "",
                    Quantity: "1",
                    ItemPrice: "221.95",
                    ImageURL: "",
                },
            ],
        },
    },
    {
        provider: "INSTANT",
        event: {
            cart: {
                cart_url: "<https://store.store.com/cart/c/Z2NwLWFzaWEtc291dGhlYXN0MTowMUpZNjFIWTBTMUhTTlNLTVEzMUE2UUVUNw?key=b5be5fb92dc9c590a8e9d2efbf678eeb>",
                currency: "AUD",
                grand_total: 20000,
                cart_id: "",
                discounts: [],
                sub_total: 20000,
                shipping_total: 0,
                tax_total: 0,
                transaction_id: "",
                items: [
                    {
                        item_id: "12345",
                        item_name: "Example Product",
                        item_sku: "EX-PROD-001",
                        product_id: "prod_12345",
                        product_sku: "prod_sku_12345",
                        product_name: "Example Product Name",
                        product_description: "This is an example product description.",
                        product_brand: "Example Brand",
                        product_type: "Example Type",
                        variant_id: "var_12345",
                        variant_sku: "var_sku_12345",
                        variant_title: "Example Variant Title",
                        quantity: 1,
                        price: 20000,
                        currency: "AUD",
                        handle: "example-product-handle",
                        affiliation: "",
                        categories: [],
                        options: [],
                        image: {
                            url: "<https://example.com/image.jpg>",
                        },
                    online_store_url: "<https://yourstore.com/range/range>",                    },
                ],
            },
            items: [
                {
                    item_id: "12345",
                    item_name: "Example Product",
                    item_sku: "EX-PROD-001",
                    product_id: "prod_12345",
                    product_sku: "prod_sku_12345",
                    product_name: "Example Product Name",
                    product_description: "This is an example product description.",
                    product_brand: "Example Brand",
                    product_type: "Example Type",
                    variant_id: "var_12345",
                    variant_sku: "var_sku_12345",
                    variant_title: "Example Variant Title",
                    quantity: 1,
                    price: 20000,
                    currency: "AUD",
                    handle: "example-product-handle",
                    affiliation: "",
                    categories: [],
                    options: [],
                    image: {
                        url: "<https://example.com/image.jpg>",
                    },
                    online_store_url: "<https://yourstore.com/range/range>",
            },
        ],
    },
},

]);

window.InstantJS?.track("PRODUCT_VIEWED", [
    {
        provider: "KLAVIYO",
        event: {
            Items: [
                {
                    ProductName: "Example Product Name",
                    Quantity: "1",
                    ItemPrice: "19.95",
                    ImageURL: "<https://example.com/image.jpg>",
                },
            ],
        },
    },
    {
        provider: "INSTANT",
        event: {
            products: [
                {
                    product_id: "prod_12345",
                    product_sku: "prod_sku_12345",
                    product_name: "Example Product Name",
                    product_description: "This is an example product description.",
                    product_brand: "Example Brand",
                    product_type: "Example Type",
                    variant_id: "var_12345",
                    variant_sku: "var_sku_12345",
                    variant_title: "Example Variant Title",
                    price: 20000,
                    currency: "AUD",
                    handle: "example-product-handle",
                    affiliation: "",
                    categories: [],
                    options: [],
                    image: {
                        url: "<https://example.com/image.jpg>",
                    },
                    online_store_url: "<https://yourstore.com/range/range>",                },
            ],
        },
    },
]);

Types for track function

/******************** TYPES ********************/

type InteractionProductOption = {
    /** The label of the option, e.g. "Color" */
    label: string;
    /** The value of the option, e.g. "Red" */
    value: string;
    /** The ID of the option, e.g. "OPTION-1" */
    option_id: string;
    /** The value of the option, e.g. "OPTION-1-VALUE-1" */
    option_value: string;
};

type InteractionProductImage = {
    url: string;
    aspect_ratio?: number;
    alt?: string;
    height?: number;
    width?: number;
};

type InteractionProductCollection = {
    id: string;
    name: string;
};

type InteractionProduct = {
    /** The ID of the product, e.g. "prod_12345" */
    product_id: string;
    /** The SKU of the product, e.g. "BLANKET-SMALL" */
    product_sku: string;
    /** The name of the product, e.g. "Blanket" */
    product_name: string;
    /** The description of the product. e.g. "A fluffy blanket" */
    product_description?: string;
    /** The brand of the product. e.g. "Google" */
    product_brand?: string;
    /** The type of the product. e.g. "custom", "gift_card" */
    product_type?: string;

    /** The ID of the product variant */
    variant_id?: string;
    /** The SKU of the product variant */
    variant_sku?: string;
    /** The title of the variant SKU. e.g. "Small" */
    variant_title?: string;

    /** The price of the product, in the smallest unit of the currency */
    price?: number | null;
    currency?: string;

    /** Collections that this product belongs under. */
    categories?: InteractionProductCollection[];
    /** The affiliate of the product. e.g. "Google" */
    affiliation?: string;
    /** Available options that the product has. */
    options?: InteractionProductOption[];

    /** The URL of the product image */
    image: InteractionProductImage;
    /**  The handle of the product. e.g. "blanket-small" */
    handle?: string;
    /** The url of the product page */
    online_store_url?: string;
};

type InteractionCartItem = InteractionProduct & {
    /** The ID of the cart item */
    item_id: string;
    quantity: number;
    item_name?: string;
    item_sku?: string;
};

type InteractionPurchaseDiscount = {
    id: string;
    type: "DISCOUNT_CODE";
    percentage: number;
    amount: number;
};

type InteractionCart = {
    /** The URL of the cart page */
    cart_url: string;
    cart_id?: string | null;
    currency?: string | null;
    transaction_id?: string | null;
    /** The total amount of the cart after shipping and discounts in the smallest unit of the currency */
    tax_total?: number | null;
    /** The total amount of the cart before shipping and discounts in the smallest unit of the currency */
    sub_total?: number | null;
    /** The total amount of shipping costs in the smallest unit of the currency */
    shipping_total?: number | null;
    /** The total amount of the cart in the smallest unit of the currency */
    grand_total?: number | null;
    discounts?: InteractionPurchaseDiscount[];
    /** All items currently in the cart */
    items: InteractionCartItem[];
};

type KlaviyoEvent = {
    provider: "KLAVIYO";
    event: unknown;
};

type InstantEvent = {
    provider: "INSTANT";
    event: {
        /** Current state of the cart */
        cart?: InteractionCart;
        /** Items that were added or removed from the cart */
        items?: InteractionCartItem[];
        /** The product or products that were interacted with */
        products?: InteractionProduct[];
    };
};

type InteractionType =
    | "PAGE_VIEWED"
    | "COLLECTION_VIEWED"
    | "PRODUCT_VIEWED"
    | "ITEM_ADDED_TO_CART"
    | "CART_VIEWED"
    | "CHECKOUT_STARTED";

/******************** GLOBALS ********************/

export {};
declare global {
    interface Window {
        InstantJS?: {
            track: (type: InteractionType, body: (KlaviyoEvent | InstantEvent)[]) => void;
        };
    }
}

Testing your Implementation

Open DevTools Console and verify InstantJS.track() is firing with the correct provider payloads and confirm:

Article URL: https://help.instant.one/installing-instant-ai-for-headless-shopify-sites Keywords: ## Flow Setup: Cart Viewed/Checkout Started Abandonment

Cart Viewed/Checkout Started abandonment flows target visitors who have viewed their cart or the checkout page but left the site without completing a purchase.


These flows are triggered through the "Cart Viewed / Checkout Started - Instant Audiences" metric in Klaviyo.

If you have an existing flow setup for 'Checkout Started', please duplicate it for Instant Audiences.

If not, we suggest duplicating your 'Added to Cart' flow.

The naming convention for this new flow should be '[Instant Audiences] Cart Viewed/ Checkout Started'

 

Flow Filters

To ensure that contacts are not enrolled multiple times or if they have made a purchase, it's crucial to add the following flow filters to your new flow:

*The cooldown period is how long you want before a customer can reenter this flow to prevent over-messaging. You can configure this as you wish.

If you have these existing flows:

If you have any of these flows, you'll also need to add these filters on your new '[Instant Audiences] - Cart Viewed/ Checkout Started' flow to prevent enrolling contacts already in your existing flow or in a higher intent Audiences flow.

 
If you have, or are going to create this existing flow: Add these filters to your new Instant Audiences flow:
Checkout Started Flow




 Flow filter: Checkout Started > zero times > since starting this flow
Extend the delay on your new flow to be 15 minutes later than your existing flow

If your existing Checkout Started flow has a cooldown (i.e. Has not been in this flow > in the last X days), then add the following filter to your new flow. 

  • Person has Received Email > where Flow > equals {{ Your Existing Checkout Started Flow }} > zero times > in the last 7* days

If this Audiences flow also support SMS, then also add the filter:

  • Person has Received SMS > where Flow > equals {{ Your Existing Abandonment Flow }} > zero times > in the last 7 days

Add these filters to your existing flow's

If you have any of these existing non-Instant Audiences flows, these additional filters must be added to your existing flows to prevent enrolling contacts already in those flows.

 

If you have, or are going to create this existing flow Add these filters to your existing flow
Checkout Started Flow

If you have a cooldown on your existing flow:

then add the following filter to your new flow:

Person has Received Email > where Flow > equals {{ [Instant Audiences] Cart Viewed/ Checkout Started }} > zero times > in the last 7* days

If this Audiences flow also support SMS, then also add the filter:

  • Person has Received SMS > where Flow > equals {{ Your Existing Abandonment Flow }} > zero times > in the last 7 days

 

Article URL: https://help.instant.one/checkout-started-abandonment Keywords: flow filters ## Boost Your Email List & Revenue with Instant Predictive Opt-In Capture more emails by displaying pop-ups when shoppers are most engaged. # Instant Predictive Opt-In Every visitor to your site is a potential customer—but not all will subscribe the first time they see a pop-up. Traditional opt-in forms appear once and disappear if ignored, missing valuable opportunities to capture leads. Instant Predictive Opt-In changes that. Instead of relying on a single pop-up, we analyse shopper behaviour in real time and resurface the opt-in form at the perfect moment—when a visitor is most engaged and likely to subscribe. By targeting high-intent shoppers at the right time, you can increase sign-ups, strengthen your email list, and boost welcome flow revenue—all with no extra effort. --- ## How Predictive Opt-In Works 1. **User Arrival** – A visitor arrives on your website and begins browsing your homepage. 2. **Initial pop-up display** – They receive your standard email/SMS opt-in form. 3. **Behaviour analysis** – If they dismiss the initial pop-up, we track their browsing activity in real time and predict when they are most likely to say "yes" to joining your mailing list based on their intent. We factor in different browser behaviours such as 'Product Viewed' and 'Item Added to Cart.' 4. **Strategic re-engagement** – At peak engagement, the Predictive Opt-In form reappears, increasing the likelihood of capturing their email or phone number. By timing the Predictive Opt-In form strategically, we help you collect more contacts and maximise the impact of your welcome emails. --- ## Viewing Real-Time Revenue Uplift from Instant Predictive Opt-In Once set up, your Predictive Opt-In dashboard provides real-time insights into revenue generated and new subscribers captured—giving you a clear view of its impact. --- ## Key Notes about your Predictive Opt-In - **More Subscribers** – Engage visitors when they're more likely to opt in. - **Increased Welcome Flow Revenue** – More sign-ups mean more opportunities to convert customers. - **No Extra Design Work** – Uses your existing pop-up, requiring no edits to your existing form. Our CS team is happy to help with the initial set-up. - **Smart Automation** – We track engagement in real time to optimise when the pop-up appears. --- ## Frequently Asked Questions ### 1. Will the emails collected go into a different segment? No, all emails and phone numbers collected through Predictive Opt-In are added directly to your existing list. ### 2. Do I need to design a new pop-up? Our Predictive Opt-In clones your current pop-up, so there's no need to design a new form. ### 3. Is Predictive Opt-In on my Instant AI sign-up form by default? Yes! Predictive Opt-In is enabled by default on the sign-up form within Instant. This means your Instant AI sign-up form is already set up to resurface at the optimal moment—no additional configuration needed. --- ## Conclusion Predictive Opt-In is an effortless way to turn more visitors into subscribers and increase revenue from your welcome flows. By surfacing the opt-in form at the right time, it helps you capture more leads—without changing a thing. > **To get started with Instant Predictive Opt-In**, click [here](https://help.instant.one/how-do-i-get-started-with-instant-predictive-opt-in). > > If you have any questions or need assistance, contact your Customer Success Manager or email [help@instant.one](mailto:help@instant.one). Article URL: https://help.instant.one/predictive-optin Keywords: ## How to create a Multi-step Campaign with Instant AI

A multi-step campaign is an easy and effective way to send a series of campaign emails to send to your subscribers.

Typically, most promotions in your business will involve multiple touch-points or be run over a series of time. For example, you may run a Valentines Day promotion for 14 days or a Summer Collection Launch for 30 days.

With Instant AI Multi-step Campaigns, you can schedule all of your campaign emails into one sequence. This helps you:

Campaigns - graphic 1

Multi-step campaigns can be created manually from scratch, or you can use AI to help build your first draft and make any further edits that you need.

How to create and draft a multi-step campaign

  1. In your Instant Dashboard, select ‘Campaigns’ from the side menu.
    Campaigns - Step 1
  2. Select Create Multi-Step Campaigns

    Campaigns - Step 2
  3. You'll see two ways to begin: Campaigns - Step 3

  4. Pick what to promote

    1. If you chose a suggested campaign, skip ahead to step 6, your product is already selected.
    2. If you picked a goal manually, you can choose what to feature. You have three options from here:
      1. Suggested product: based on activity in your Shopify store
      2. Product search: search for a specific product to feature
      3. Collection search search for a whole collection to feature
  5. Choose how many emails to draft.
    Pick the number of emails you want AI to draft for your campaign. Four is a good starting point for a two-week promo.
    Campaigns - Step 5
  6. Select ‘Next’ and sit tight. Your campaign draft will be ready in seconds.
  7. Finally, click ‘See your campaign’.

How to create a manual multi-step campaign

  1. In your Instant Dashboard, select ‘Campaigns’ from the side menu.
  2. Select Create Multi-Step Campaigns
    Campaigns - Step 1
  3. Select Create Campaign
    Next, you'll be immediately taken to the email editor to build your campaign.

How to edit your multi-step campaign

Before we start, let's understand all of the properties if your Multistep campaign:

Properties of a campaign

Editing an email in your sequence


  1. Find the email you want to edit and select Edit
  2. Update the design in the editor, then edit the subject line and preview text
  3. Select Save
  4. Check the send date and time are correct

Adding an email in your sequence

  1. Scroll to the end of your sequence and select Add Email
  2. Design your email and add a subject line and preview text
  3. Select Save
  4. Check the send date and time are correct

Tip: To reuse an existing email, hover over it in the sequence and select Clone.

Emails must be scheduled at least 15 minutes in the future and will send in your store's default timezone. New emails default to 2 days after the previous email, but you can change this to any date after the previous email.

Deleting a step in your sequence

  1. Hover over the email you want to delete and select Delete
  2. Select Save in the top right

This only deletes the email you selected, not the whole campaign.

Reordering emails

  1. Hover over any email in the sequence
  2. Select the left or right arrows to move it
  3. Select Save in the top right

Reordering moves the email content only, send dates and times stay linked to their original step. For example, if you swap steps 1 and 2, the emails move but the send times don't.

Editing a sending segment

Every multistep campaign starts with a default segment. To change who receives it:

  1. Select the underlined number of contacts to open the filters
  2. Apply your filters and confirm the estimated contact count
  3. Select Done, then Save in the top right

Sending a preview

Select Send Preview in the editor. You'll receive a preview of every email in the campaign at your email address, with subject lines labelled [1/1 Campaign], [2/3 Campaign], etc., so you can follow the sequence.

Some inbox providers may not deliver preview emails in order if several arrive at once. Use the subject line labels to check the sequence. These labels only appear on previews, customers won't see them.

How to schedule your Multistep Campaign

  1. Select Review and Schedule. A modal will show your full campaign configuration
  2. Check everything is correct:
  3. Select Schedule

Your campaign is now scheduled and ready to send.

How to edit a scheduled campaign

If you need to change a campaign that's already scheduled or in progress:

  1. Select Edit Campaign, then Pause and Edit
  2. Make your changes and save

The campaign stays paused while you edit, so all your changes can be validated before resuming.

A few things to know:

Article URL: https://help.instant.one/how-to-create-a-multi-step-campaign-with-instant-ai Keywords: ## How do I modify the Instant site ID of my Shopify Customer Events pixel?

You may need to modify the Instant site that your Customer Events pixel is associated to. This may be because 

Please note that it is important that your Customer Events pixel site ID matches your Instant site ID.

It is also important to ensure that you do not install your site pixel on an Instant account, then use the Customer Events pixel of another Instant account.

This will result in mis-matching site IDs, which can have unintended consequences such as the Instant pixel processing events incorrectly, causing reduced performance and tracking accuracy.

If you are unsure about this, please reach out to our support team at help@instant.one, or your dedicated customer success manager.

  1. Proceed to your Shopify dashboard and select Settings in the sidebar.
    https-dashboard.instant.oneonboardingShopify_01

  2. Select Customer events in the settings sidebar.

    https-dashboard.instant.oneonboardingShopify_02
  3. Identify the currently installed Customer events pixel, and click on the three dots on the pixel, then click Delete. Please click Delete in the confirmation window.
  4. Log into the Instant dashboard here.
  5. Once you are logged in, use the site selector button to navigate to the site you would like to use. If your site is already selected, please skip this step.
  6. Navigate in the sidebar to Configuration > Pixel > Shopify > Step 1: Pixel Installation.
    For your convenience, here is a direct link. You should land on a page that walks you through installing the Shopify Customer Events pixel. 
  7. Please complete all steps under Step 1: Pixel Installation. Please note that there is no need to complete the API setup for installing the customer events pixel.

Once this is complete, you will now be using the site ID of your preferred Instant account.

If you have any questions, or are unsure about any of the above steps, please reach out to our support team at help@instant.one, or your dedicated customer success manager and we will gladly help.

Article URL: https://help.instant.one/modify-shopify-pixel-site-id Keywords: ## What is multi-profile identity resolution? Multi-profile resolution is a feature that identifies and links multiple email addresses and profiles to a single browser or device. This maximises identification, boosting revenue and deliveries, even when shoppers use different emails.

Multi-profile identity resolution is a feature that identifies and links multiple email addresses and profiles to a single browser or device.

Many online shoppers use multiple emails when shopping online. If only one of their emails is identified on a given browser, it can lead to fewer deliveries for your remarketing flows.

With multi-identity resolution, Instant can identify that multiple email addresses belong to the same customer and link them into a single profile. By connecting these emails, your company can create a more accurate customer profile, even as shoppers switch between different emails.

This leads to more effective remarketing, increased delivery rates, and ultimately maximized revenue.

 

Why Multi-Profile Identity Resolution is Essential for Your Business

Can I enable Multi-Profile Identity Resolution?

Yes, you can enable this feature at any time through your Instant dashboard. You can also contact our Customer Support team, or your Customer Success Manager, to turn on this feature.

If you do decide to enable this, you can easily do so in your Merchant Dashboard:

  1. Log in to your Merchant Dashboard here and navigate to Integrations in the left-hand panel.
  2. Select Klaviyo under Integrations and uncheck the box to Disable Multi-Profile Export.
  3. Click Update to save your changes. 

mutli user identification

If you have any questions, please feel free to reach out to us at help@instant.one

 

 

Article URL: https://help.instant.one/multi-profile-export Keywords: ## Instant Audiences has deprecated Klaviyo lists in favour of Tags Effective: 18 May 2024

Instant Audiences previously enrolled profiles to lists in Klaviyo, utilising two key lists - the "Instant Audiences - Net New Profiles" list and the "Instant Audiences - All" list.

The purpose of the "Net New" profiles was to keep track of profiles that were identified via Instant Audiences, however not previously in a merchant's existing Klaviyo database.

The "All" list, contained any profiles that were identified via Audiences, including existing opted-in profiles/ subscribers.

Audiences has deprecated it's usage of Klaviyo lists, and is using Custom Properties: 'Instant Audience Tags' on Profiles instead.

 

Why the change?


Klaviyo lists currently automatically subscribe all customers to Email Marketing in Klaviyo. This means:

We have therefore phased out our List usage to accomodate these merchants and ensure they do not need to modify their campaigns after installing Audiences.

 

How will this affect you?

Untitled (16)

 

Article URL: https://help.instant.one/deprecated-klaviyo-lists Keywords: ## How Instant AI Mentions Sale Prices in Emails

Instant AI automatically includes sale prices and discounts in your email copy when that information exists in Shopify.

It reads your Compare-at Price (original price) and Price (current price). When both are set and the Compare-at Price is higher, Instant AI calculates the saving and may write a line like: “Save $100” or “Over 25% Off.”

This information comes directly from the Shopify API, so it’s always accurate. Instant AI can only mention discounts that are truly active in your store.

Example: Shopify shows $229.95 → $129.95, so Instant AI may write:
“Save $100 on our White T-shirt” or “Over 40% Off our White T-shirt.”

Sale mentions only appear in flows triggered by individual products, such as:

They won’t appear in flows that don’t include specific product prices, such as Collection Abandonment, Welcome, or Winback.

If a product doesn’t have a Compare-at Price set, or if both prices are the same, Instant AI will still generate strong, benefit-focused copy, it just won’t mention a discount.

To make sure discounts appear correctly:

 

FAQs

Why didn’t my email mention a sale?
This may happen because:

You can double check by opening the product in Shopify and confirming that both the Compare-at Price and Price fields are set correctly.

Can Instant AI ever show a discount that isn’t real?
Instant AI only uses data pulled directly from Shopify’s API. This ensures that every discount mentioned in your emails is valid and visible on your store, never inflated or incorrect.

Can I choose whether it says $ or % off?
You don’t need to. Instant AI automatically decides whether to mention a dollar or percentage discount based on what sounds most natural for the product and sale size.

Do I need to edit my templates or flows?
No, as long as your pricing in Shopify is correct, Instant AI will automatically detect and include sale mentions where relevant in our AI generated copy. 

What if I have a coupon or discount code live on my website?

Instant AI doesn’t automatically calculate savings from coupon codes that are simply published on your website or written in text. This is because those codes may not be visible to all shoppers, may apply to only certain products or collections, or may change over time.

To keep your pricing accurate, Instant AI only promotes discounts that can be verified through Shopify’s pricing data. If you’d like to highlight a general sitewide code (for example, “Use SAVE10 at checkout”), you can still include that manually when editing your campaign or flow.

How does Instant AI handle coupons sent within a flow and product discounts?

If you’ve configured a coupon directly within an Instant AI flow, the system will automatically compare the coupon discount and the product discount to decide which offer gives the shopper the better deal.

This ensures shoppers always see the most relevant and accurate promotion — and you never risk showing a coupon or sale that doesn’t actually apply.

Article URL: https://help.instant.one/how-instant-ai-mentions-sale-prices-in-emails Keywords: ## How to get Started with Instant AI

Getting started with Instant AI is simple. Our onboarding experience will guide you through everything you need to get set up and ready to launch. 

To complete the activation, you’ll need:

Instant AI connects to your Shopify store and Klaviyo account (if you’re using it) to sync your data and set up your retention flows. You’ll also need to install the Instant Pixel and integrate with the Shopify API.

Set Up Your Email Domain

To send branded emails from your own domain, Instant AI requires DNS access. Sending from a custom domain helps build trust and improves your conversion rates.

We’ve partnered with Entri to offer a seamless, self-service DNS setup experience. If you’re using a supported provider, you’ll be able to complete the setup yourself in minutes. For other providers, or if you don’t self-manage your DNS, we also provide clear manual setup instructions to share with your team.

You can check Entri’s supported providers here: https://developers.entri.com/provider-list

💬 FAQ

Article URL: https://help.instant.one/how-to-get-started-with-instant-ai Keywords: ## How to Make Sure Your Promotions Sync Correctly with Instant AI

Instant AI automatically scans your Shopify site for live promotions so your emails always reflect what’s on your store. To make sure everything syncs correctly, it’s important that your promotions in Shopify are always up to date.

If an expired promotion is still present in your site’s HTML (for example, in the announcement bar), tools like Google, ChatGPT, and Instant AI can continue to pick it up. That means outdated codes or offers may keep appearing even if you think you’ve already turned them off.

How to Check

  1. Open your live website in a browser.

  2. Right-click anywhere and choose View Page Source (or Inspect).

  3. Use Ctrl+F / Cmd+F to search for the old code or text (e.g. “15% off”).

  4. If you find it in the HTML, it means the promotion is still being published from your Shopify theme.

How to Fix

  1. In Shopify, go to Online Store → Themes → Customise.

  2. Open the Announcement Bar / Top Banner section.

  3. Remove the expired promotion text completely, or replace it with your current offer.

  4. Save your changes, then refresh your live site and repeat the View Page Source step to confirm it’s gone.

Simply hiding the banner won’t work. The text must be deleted or updated so it’s not in the HTML. See Shopify’s guide to editing announcement bars

Why This Matters

By keeping your promotions clean and current in Shopify, you ensure Instant AI and every other channel reflects the right offer every time.

 


Best Practices for Writing Promotion Banners

Your announcement bar should be short and punchy, but it also needs to give enough detail to be accurate. Instant AI (and tools like Google and ChatGPT) will use the text exactly as it appears, so vague or misleading wording can create problems.

Keep it short but precise

Include important conditions

Match your marketing rules

Clarify currency when relevant

Think of your banner as the source of truth. If a shopper — or Instant AI — wouldn’t fully understand the offer from the text alone, add one more word or phrase to make it clear.


 

Article URL: https://help.instant.one/how-to-make-sure-your-promotions-sync-correctly-with-instant-ai Keywords: ## How do I add new profiles from Audiences into a welcome flow?

Incorporating new profiles from the Audiences new profile export into a welcome flow or other low-touch, incentive-driven flows is highly recommended.

This approach effectively engages shoppers who have shown intent but may still be undecided or browsing.

By integrating welcome flows with the Audiences new profile export, you can create a powerful conversion strategy that maximizes the ROI from your top-of-funnel traffic.

  1. Create a segment in Klaviyo which contains all new profiles identified by Instant Audiences.
    Screenshot 2025-04-16 at 4.23.11 PM

  2. Follow the Klaviyo documentation on how you can create a segment triggered flow. When creating the flow, ensure you use this segment.
    https://help.klaviyo.com/hc/en-us/articles/360003040052
  3. Once you have created a segment triggered flow, add the following filters to the flow
    (1) Placed Order zero times since starting this flow
    (2) Placed Order zero times in the last 7 days
    (3) Received email where flow equals {{ your existing welcome flow }} zero times in the last 30 days
    (4) If someone is in or not in a list - person is not in {{ your main subscriber list }}
Article URL: https://help.instant.one/add-new-profiles-to-welcome-flow Keywords: ## How Instant AI handles empty and coming soon collections in flows

Instant AI automatically checks whether a collection has published products before sending a collection abandonment email. This means merchants don't need to manually exclude collections that are empty, in draft, or being used for waitlists and sign-up pages.

What counts as a valid collection?

For a collection abandonment email to send, the collection must have at least one published product at the time a customer views it.

Collections that will be skipped automatically include:

Tip: This check happens at the time of customer enrolment into the flow — not at the time of send. If a collection has no published products when a customer views it, they won't be enrolled, and no email will be sent.


What if my collection gets products added later?

If a customer views an empty collection and later products are added, the customer will not receive a retroactive email. Instant only enrols customers into collection flows at the point of viewing, based on what's published at that moment.

Once products are published to the collection, any future visitors who view it will be enrolled as normal.

 

What if a collection has been deleted or removed?

If a customer received a collection abandonment email but the collection page has since been deleted or unpublished, links in the email will return a 404 error. This is expected behaviour — the email was sent when the collection existed, and Instant has no way to retroactively update links in emails that have already been delivered.

This most commonly happens when:

No action is needed. Future emails will not link to deleted collections, as customers will not be enrolled if the collection has no published products.

FAQ's

My collection is a sign-up page with no products. Will Instant send emails for it?

No. Instant will not enrol customers into a collection abandonment flow unless the collection has at least one published product. Sign-up and waitlist collections are skipped automatically.

I have a "Coming Soon" collection with products in draft. Will emails send?

No. Draft products don't count. The collection needs at least one published product for emails to send.

A customer received an email for a collection that's now empty. Why did this happen?

The email was sent at a time when the collection had published products. If the collection was emptied or deleted after the email was sent, links in that email may no longer work. This is expected, and no new emails will send for that collection going forward.

Can I manually exclude a specific collection from emails?

Instant automatically excludes collections with no published products. There is currently no option to manually exclude a collection that has published products.

Article URL: https://help.instant.one/how-instant-ai-handles-empty-and-coming-soon-collections-in-flows Keywords: ## How to re-install the Instant Audiences pixel into theme.liquid The Instant Audiences pixel can be accidentially removed throughout theme.liquid updates. This article outlines how to re-install the Audiences pixel if you have been notified that it is missing.

We require the Instant Audiences pixel to be installed in two locations:

It is critical that both pixels remain installed for Instant Audiences to operate.

If either of the pixels have been removed, events will be dropped and therefore not sent to Klaviyo.

If the pixel has been accidentally uninstalled from theme.liquid, it is important to ensure that the Instant Audiences pixel is re-installed promptly to minimise dropped events.

If you have been notified that the Instant Audiences pixel is missing on from theme.liquid and requires re-installation, please complete the following:

If you cannot access the Instant dashboard, please reach out to help@instant.one and we will promptly provide access.

Article URL: https://help.instant.one/pixel-shopify-theme-liquid Keywords: ## What's the ideal image size for my emails?

For best results across all devices, we recommend keeping your email images 600px wide.
This ensures your content displays clearly in every inbox and avoids cropping or stretching.

For best results, keep all email images 600px wide — this ensures your emails look sharp and consistent across all inboxes.

Recommended banner sizes:


Tips:


 

Example Files:

600x200

 

600x400

 

600x600

 

Article URL: https://help.instant.one/whats-the-ideal-image-size-for-my-emails Keywords: ## How to manage excluded products in Instant AI Emails

Sometimes products show up in a cart that aren’t real products a shopper is buying — like “Shipping Protection” or a “Free Gift.” These items are valid at checkout but don’t make sense to display in your marketing emails. To keep your emails clean and relevant, Instant AI automatically excludes these products.

How do I manually exclude products?

Any products that have the tag "instant_exclude" assigned to them will automatically be skipped from every Instant AI email. If you add a tag to your products that matches this format exactly, they won't be included. 

Alternatively, you can visit Settings > Preferences and select "Add Tag" and enter any custom Shopify tags from you're store and we'll exclude all products with that tag from emails. 

What products are excluded automatically?

Instant AI checks both product names and handles against a list of common non-product keywords. If a match is found, the item is hidden from your emails. The check is not case sensitive and only needs to include the term somewhere in the name. 

Our current exclusion list includes (with all variations such as underscores or hyphens):

How does this work in practice?

Can I customise this list?

At this stage, exclusions are handled by Instant AI’s system list. If you have products being incorrectly excluded or want to request additional keywords, please contact support.

Article URL: https://help.instant.one/how-to-manage-excluded-products-in-instant-ai-emails Keywords: ## Understanding Instant AI Flows A complete guide to flow triggers, switching logic, and why enabling more flows leads to better results.

Instant AI Flows are automated emails triggered by shopper behaviour. They're designed to recover lost revenue, increase conversion, and keep your brand front of mind — all with zero manual setup.

Unlike traditional platforms, Instant AI dynamically enrols each shopper into the single most relevant flow based on what they do on your site. You don't need to worry about conflicts, multiple flows running at once, or shoppers receiving too many emails.

Because of this, we recommend enabling all available flows. The more flows you have turned on, the more opportunities AI has to identify high-intent behaviour and respond with the right message at the right time.

How Flows Work

How Flow Timing is Calculated

Instant AI automatically adjusts send times to increase open and conversion rates. This optimisation happens in three stages:

1. Instant Default Timing

Used when a flow is first activated.

2. Site-Wide Average Timing

Once enough data is collected, we calculate the best-performing send times for your store.

3. Per-Shopper Personalised Timing

Once we have a site specific average, for returning customers, Instant AI personalises send times based on that specific shopper's past behaviour.

You don't need to do anything to enable this dynamic send times. We'll auto calculate it and display what time was selected on the email preview.

How are Flows Triggered

Instant AI automatically selects the most relevant, highest-intent flow and ignores all others. This prevents conflicting messages and duplicated emails.

Flow logic also handles product content smartly:

Breakdown of Available Flows

The flows below are listed in order of shopper intent, from highest to lowest. If a shopper qualifies for multiple flows, the highest-intent option (top of the list) will always take priority.

1. Abandoned Checkout

Sends 1 hour after a shopper progresses to checkout but leaves without purchasing. Sends as a 3-part email series and includes a coupon offer.

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Checkout Abandonment" to avoid double emailing your customers.

Coupons:
Automatically applied to this flow based on master coupon rules here

2. Abandoned Cart

Sends 1 hour after a shopper adds a product to their cart but leaves without purchasing. Sends as a 3-part email series and includes a coupon offer. Emails will only send if the shopper has not already triggered an abandon checkout series.

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Cart Abandonment" to avoid double emailing your customers.

Coupons:
Automatically applied to this flow based on master coupon rules here

3. Abandon Browse

Sends 1 hour after a shopper views a product page but leaves without adding to cart or purchasing. Sends as a 3-part email series and includes a coupon offer. Emails will only send if the shopper has not already triggered an abandon cart or checkout series.

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Browse Abandon" to avoid double emailing your customers.

Coupons:
Automatically applied to this flow based on master coupon rules here

4. Abandon Collection

Sends 1 hour after a shopper visits a collection page but leaves without clicking into a product. Sends as a 3-part email series and includes a coupon offer. Emails will only send if the shopper has not already triggered an abandon browse, cart or checkout series.

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Collection Viewed" to avoid double emailing your customers.

Coupons:
Automatically applied to this flow based on master coupon rules here

5. Low in Stock

Sends 1 hour after a product has 10 units in stock or less, if it was in their cart in the last 60 days, and they have not removed or purchased it. Sends as a 3-part email series. Emails will only send if the shopper is not in an existing abandonment series. Does not include a coupon offer.

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Low Stock" to avoid double emailing your customers.

6. Back in Stock

Sends 1 hour after a product becomes back in stock. Sent to shoppers who viewed the out of stock product in the last 60 days, and haven't converted or added it to their cart. Sends as a 3-part email series. Emails will only send if the shopper is not in an existing abandonment series. Does not include a coupon offer.

Only compatible with standard Shopify inventory management and excludes products that can be purchased when out of stock.

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Back in Stock" to avoid double emailing your customers.

7. Price Drop

Sends 1 hour after a product price drops by 10% or more, if it was in their cart in the last 60 days, and they have not removed or purchased it. Sends as a 3-part email series. Emails will only send if the shopper is not in an existing abandonment series.

Note:

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Price Drop" to avoid double emailing your customers.

8. Welcome Flow

Sends immediately after a new signup or subscriber is identified. Sends as a 3-part email series and includes a coupon offer.

Note:

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Welcome" to avoid double emailing your customers.

Coupons:
Automatically applied to this flow, and automatically shown in the pop-up based on master coupon rules here

9. Win-Back

Sends immediately when a past customer hasn't purchased in 90 days and is not enrolled in an existing flow. Sends as a 3-part email series. Flow will cancel if they engage in browsing behaviour and the shopper will move to the relevant abandonment flow.

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Winback" to avoid double emailing your customers.

10. Post Purchase

Sends 24 hours after a completed order. Sends 1 follow-up email thanking them for their purchase. Does not include a coupon offer. Recommends similar products encouraging them to keep browsing while they wait.

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Post Purchase" to avoid double emailing your customers.

11. Request Review

Sends 7 days after a customer has had their order fulfilled, sending 1 follow-up email prompting them to review the product they purchased.

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Request Review" to avoid double emailing your customers.

12. Anniversary

Sends 1 year after a shopper's first completed purchase, celebrating the one-year milestone since they first bought from you. Sends 1 email by default, with additional touchpoints optional. The AI writes the copy in your brand's tone of voice, referencing the anniversary of their first order.

Note:

Coupons:
Can be configured for this flow based on master coupon rules here

Turn off in other tools:
If you are enabling this flow, we recommend switching off any existing flows in other solutions that classify as "Anniversary" to avoid double emailing your customers.

How to Enable Flows

You can view and manage all flows directly in your Instant AI dashboard.

How to transition from other Platforms

If you're using other email platforms like Klaviyo, we recommend pausing any flows that overlap with Instant AI. Because Instant AI sends flows based on shopper behaviour, keeping similar flows active elsewhere can lead to duplicate or conflicting emails. Particularly when other platforms don't have the same dynamic flow rules, they may enrol shoppers in multiple flows at once.

Here's what we suggest:

Once you've moved that flow to draft in your alternative system, you are ready to enable them in Instant AI

Article URL: https://help.instant.one/understanding-instant-ai-flows Keywords: ## Understanding Payouts on Instant At Instant, we aim to make your experience smooth and transparent, including when it comes to payouts. Here's everything you need to know about payouts and our payout schedule.

What is a Payout?

A payout is the process of transferring funds from Instant to your designated bank account. This transfer occurs as a result of transactions, sales, or earnings made on our platform.

Payout Schedule

Your payout schedule is country-dependent. A list of payout speed by country is below.

Instant follows a T+2 payout schedule where available, which means payouts are processed two business days after the transaction. For example, if you make a sale on Monday, your payout will typically be processed and initiated by Wednesday.

Country Payout Speed
Australia 2 business days
Europe 3 business days
New Zealand 4 business days
Singapore 7 business days
United Kingdom 3 business days
United States 2 business days

 

Extended Payout Times

During public holidays, banks may operate on reduced schedules or be closed entirely. As a result, the processing of payouts may be delayed beyond the usual T+2 timeframe.

When a bank holiday falls within the standard two-day payout window,  delays may occur in receiving your funds. 

 

If you have any further questions regarding payouts please contact help@instant.one

Article URL: https://help.instant.one/payouts Keywords: ## How do I create a Welcome flow for Predictive Opt-In?
  1. Proceed to your Klaviyo dashbard, and click on "Flows" in your sidebar.
  2. On your existing welcome flow, click on the three dots and click on Clone.
  3. Add Instant Audiences as the prefix on your new flow name. Click on Continue.
  4. In the modal that shows up, click "Clone Flow".
  5. Click onto your newly cloned Instant Audiences welcome flow.
  6. Click into the Trigger of the flow, and click Add.
  7. Add a profile flow filter as follows: "Properties about someone, Opted-In Via Instant Predictive Opt-In is set". Ensure any existing filters are not removed.

    Ensure the type of the property is set to "Text", and click Save.

    This filter ensures that only profiles opted-in through Instant triggered pop-ups are enrolled into this flow, making it easy to attribute revenue and track your results.
  8. Click Review and turn on in the top right of your screen, and click Save in the screen that follows. Once this is done, click Exit.
  9. Click into your existing welcome series flow.
  10. Click into the Trigger of your flow, and click on "Add" next to Profile filters.
  11. Add a profile flow filter as follows: "Properties about someone, Opted-In Via Instant Predictive Opt-In is not set". Ensure any existing filters are not removed.

    Ensure the type of the property is set to "Text", and click Save.

    This filter ensures that profiles opted-in through Instant triggered pop-ups are not enrolled into this flow, instead they will be enrolled into the cloned flow created earlier. This makes it easy to attribute revenue and track your results.
Article URL: https://help.instant.one/how-do-i-create-a-welcome-flow-for-predictive-opt-in Keywords: ## Best Practices to Keep Your Emails Out of Spam and Promotions

Inbox placement depends on how inbox providers (like Gmail and Outlook) evaluate your emails across a few key areas — authentication, reputation, engagement, content, and consistency.

Instant AI helps manage the technical setup and automates your content to follow proven best practices, so you’re sending from a strong foundation. While inbox placement is always determined by the recipient’s email provider, the combination of a verified setup, consistent sending, and engaging content gives your brand the best chance of reaching shoppers reliably.

 

Authentication

Authentication tells inbox providers that your emails genuinely come from your brand. It’s the foundation of trust and deliverability. Instant AI connects through your DNS provider by adding CNAME records. These records allow Instant AI to send authenticated emails on your behalf, without changing your existing setup.

If your main domain is already in use (for example with Klaviyo), Instant AI connects using a dedicated subdomain such as mail.yourbrand.com or send.yourbrand.com. This prevents conflicts and helps protect your primary domain’s reputation.

We also check whether your domain already has a DMARC record. This helps inbox providers know how to handle unauthorised messages and supports long-term deliverability. If you already have DMARC in place, Instant AI uses your existing policy without requiring changes. Emails are only activated once your DNS records verify successfully, ensuring everything is connected correctly before sending.

 

Reputation

Your sender reputation is like your email trust score. It builds over time based on how consistently you send, how people interact with your messages, and how many are reported, ignored, or bounced.

Instant AI helps maintain this by managing bounce and complaint tracking automatically, and by sending emails at natural, behaviour-based times rather than in bulk. But your sending patterns still play an important role:

Consistency and engagement build trust slowly, but reliably. Every healthy send strengthens your reputation.

 

Content

Inbox filters don’t just look at technical setup, they analyse your content and engagement patterns. The goal isn’t to force emails into the Primary inbox; it’s to create messages that look legitimate, valuable, and relevant to your shoppers.

Keep your content simple, brand-aligned, and balanced:

Encourage authentic engagement. Small, natural prompts like: “Need help deciding? Just reply to this email.” or “We’d love to hear what you think — hit reply to tell us.” These help to encourage reply-to's which also help improve deliverability. 

Instant AI also structures your emails for compliance and clarity — with clean HTML, safe tracking links, and balanced layouts that support strong deliverability performance.

Consistency

Inbox providers value consistency and authenticity. Instant AI’s automated flows — like abandoned cart, winback, or replenishment — naturally send at relevant times based on shopper behaviour, which helps maintain a stable sending pattern.

Mixing these automated flows with occasional plain-text emails (for example, a short note from your founder or CEO) can also help strengthen deliverability. Plain-text emails tend to look more personal and conversational, which inbox providers interpret as trusted, one-to-one communication.

Campaigns, on the other hand, are more visual and often appear in Promotions — which is perfectly fine. Together, this mix of automated flows, campaigns, and occasional plain-text sends creates a healthy pattern that inbox providers recognise as natural and brand-led.


Instant AI ensures your emails are technically sound, authenticated, and structured according to recognised best practices. You maintain that trust by sending valuable, relevant content that feels personal and aligned with your brand.

Article URL: https://help.instant.one/best-practices-to-keep-your-emails-out-of-spam-and-promotions Keywords: ## Flow Setup: Product Viewed

Product Viewed abandonment flows target anonymous visitors who have viewed a product but left the site without completing a purchase.


These flows are triggered through the "Product Viewed - Instant Audiences" metric in Klaviyo.


If you have an existing flow setup for 'Product Viewed' or 'Abandoned Browse', please duplicate it for Instant Audiences.

When creating this Instant Audiences flows, ensure it's named '[Instant Audiences] - Product Viewed'.

Flow Filters

To ensure that contacts are not enrolled multiple times or if they have made a purchase, it's crucial to add the following flow filters to your new flow:

*The cooldown period is how long you want before a customer can reenter this flow to prevent over-messaging. You can configure this as you wish. If you do not wish to have a cooldown, skip adding this filter.

If you have these existing flows:

If you have any of these existing non-Instant Audiences flows, add these filters on your Instant Audiences flows to prevent enrolling contacts already in your existing flow.
If you have, or are going to create this existing flow Add these filters to your new Instant Audiences flow
Product Viewed / Browse abandonment flow

Add the filter: Viewed Product > zero times > since starting this flow

Extend the delay on your new flow to be 15 minutes later than your existing flow (e.g. if your existing flow was 1 hour, set the Audiences flow to 1 hour, 15 minutes)

If your existing Browse Abandonment flow has a cooldown (i.e. Has not been in this flow > in the last X days), then add the following filter to your new flow. 

  • Person has Received Email > where Flow > equals {{ Your Existing Abandonment Flow }} > zero times > in the last 7 days

If this Audiences flow also support SMS, then also add the filter:

  • Person has Received SMS > where Flow > equals {{ Your Existing Abandonment Flow }} > zero times > in the last 7 days
Add to Cart abandonment flow

Add the filter: Added to Cart > zero times > since starting this flow
Checkout Started abandonment flow

Add the filter: Checkout Started > zero times > since starting this flow
Instant Audiences - Add to Cart abandonment flow

Add the filter: Item Added to Cart - Instant Audiences > zero times > since starting this flow
Instant Audiences - Cart Viewed / Checkout Started abandonment flow

Cart Viewed / Checkout Started - Instant Audiences > zero times > since starting this flow

Add these filters to your existing flow

If you have any of these existing non-Instant Audiences flows, these additional filters must be added to your existing flows to prevent enrolling contacts already in those flows.

If you have, or are going to create this existing flow Add these filters to your existing flow
Browse Abandonment

Add: Item Added to Cart - Instant Audiences > zero times > since starting this flow

Add: Cart Viewed / Checkout Started - Instant Audiences > zero times > since starting this flow

If you have a cooldown on your existing flow:

then add the following filter to your new flow.

If the Audiences flow also supports SMS, add another identical flow filter to your existing flow, but with "Person has Received SMS" as the filter.

 

Article URL: https://help.instant.one/browse-abandonment-product-viewed Keywords: ## Payouts Summary Report

Instant offers a variety of reports for users to download and access. These reports provide valuable insights and data on transactions, payouts, and reconciliation.

The Payouts Summary Report downloads a summary of transactions from the specified time range. This report contains:

Example

Other Reports

  1. Transactions Itemised
  2. Transactions Summary
  3. Payouts Itemised 
  4. Payouts Reconciliation Itemised
  5. Payouts Reconciliation Summary
Article URL: https://help.instant.one/payouts-report Keywords: ## How to Create a Campaign with Instant AI

Campaigns let you send one-off marketing emails in Instant AI. You can use them for launches, promotions, or seasonal updates where you want to control the message and timing.

With the new AI option, you can pick a collection and have Instant AI create a ready-to-send draft for you. Or you can start from scratch with a manual campaign.

Quick start (6 steps)

  1. Create a campaign

  2. Pick a collection

  3. Choose your audience

  4. Build the email (subject, preview, content)

  5. Preview and save

  6. Schedule or send

  7. View Analytics

Step 1. Start a campaign

Step 2. Pick a collection (AI option)

If you choose the AI option:

Instant AI will use your selection to build the email content for you.
If you choose Create manually, you’ll skip this and move straight to the next step.

Step 3. Choose your audience

You have two ways to define your audience:

1. Use a saved segment

Select one of your existing segments created on the Shoppers page. This will instantly apply all the saved filters for that group.

2. Add filters for just this campaign

If you don’t select a segment, we’ll default to All Marketing Subscribers — everyone who has opted in for marketing emails (recommended). You can then apply additional filters just for this campaign without saving them as a segment.

For example:

As you adjust your audience, you’ll see:

If you’re using Klaviyo with Instant AI, your marketing subscriber list matches Klaviyo’s “Marketing consent exists + Subscribed” group. Read more.

When ready, click Create draft.

Tip: If you’re using Klaviyo with Instant AI, your marketing subscriber list matches Klaviyo’s “Marketing consent exists + Subscribed” group. Read more

Step 4. Review your draft

If you chose a collection:

If you chose manual:

Step 5. Edit your email

In the editor, you can:

Tip: Make sure your emails always include a footer block to automatically include the unsubscribe link and address (required to save).

Step 6. Preview and send

Step 7. Track results

After sending, go back to the Campaigns page. Here you can see:

Click into a campaign for detailed analytics, including performance over the first 7 days and the exact email variants people received.


FAQ

Do I always need an unsubscribe link?

Yes. Every campaign must include an unsubscribe link before it can be saved. Instant AI checks this automatically.

⚠️ You won’t be able to save the campaign until the unsubscribe link is present.


Can I edit or delete a campaign after creating it?

Yes, there are different campaign status' available with different options:

What happens if I select multiple collections when creating a campaign?

You can pick up to 3 collections. The AI draft will pull products from all of them, with subject lines, body copy, and CTAs tailored to your selection. You can then rearrange or remove blocks before sending.


Can I override the AI content?

Yes. Subject lines, preview text, headers, body copy, CTAs, and product blocks are all editable. You can keep the AI defaults, tweak them, or replace them entirely.

Why don’t I see my collection listed?

Make sure the collection is active in your store. If it’s new, click Use another collection to see the full list, or refresh if it doesn’t appear straight away.

What if I want to build without AI?

Choose Create manually when starting a campaign. You’ll still pick an audience, then get a blank email where you can add blocks from scratch.

 

 


 

 

 

Article URL: https://help.instant.one/campaigns-for-instant-ai Keywords: ## How to export Flow Activity

You can export the Activity table from any flow as a CSV. The export reflects whatever is currently in view — so if you've applied filters, only the filtered results will be included.

To export Flow Activity:

  1. Go to Flows and open the flow you want to export
  2. Click the Activity tab
  3. Apply any filters you want (Status, Channel) or search by email or phone (optional)
  4. Click the download icon in the top-right corner of the table
  5. A loading modal will appear while your file is being prepared
  6. Once ready, click Download CSV

What's included in the export

Each row represents one activity event. The file includes the following columns:

Event types

The Event Type column tells you what action was recorded for that row, for example:

The Event Type column records what action was taken at that point in the flow — for example, whether a message was sent, or whether the shopper engaged with it. Each row captures a single event, so the same shopper may appear more than once if they triggered multiple actions.

Tip: Because each row is an event rather than a shopper, the same profile may appear multiple times if they triggered more than one event in the flow.

 

Article URL: https://help.instant.one/how-to-export-flow-activity Keywords: ## SMS with Instant

Instant can now send an SMS as part of your Abandoned Cart and Abandoned Checkout flows. Once you enable it, we handle everything automatically, including configuring it in your flows, choosing when to send it and what you say. You simply need to opt-in to letting Instant AI send SMS within your flow and the rest happens for you. 

Before you start

SMS in Flows requires SMS to be configured on your account first. If you haven't done that yet, head to the SMS setup guide — it only takes a few minutes. Your per-SMS cost is shown there too.

Available for Australian phone numbers only. Shoppers with international numbers are skipped automatically — you're never charged for an unsent message.

Using Instant pop-ups? Make sure you've added the SMS opt-in step to your pop-up so you're capturing new SMS subscribers. If you're using a third-party pop-up tool that's integrated with Instant, or syncing an existing subscriber list from Klaviyo or Shopify, those consents are picked up automatically — no extra steps needed.

Important: turn off SMS in any other platforms you use for the same flows. Customers are forgiving of receiving a duplicate email, but a duplicate text is a fast way to lose a subscriber. If you're currently sending abandoned cart or checkout SMS through Klaviyo or Attentive, disable those before enabling SMS in Instant.

How it works

When SMS is enabled on a flow, Instant sends one SMS per enrollment. Here's how it fits into a standard flow:

If your flow has more than 3 touchpoints, SMS still only sends once — at touchpoint 2. All other touchpoints send email only.

A few things worth knowing:

What the SMS looks like

Each message follows this structure:

[store name]: [personalised AI message]
[cart link]
text STOP to opt out

The store name prefix (e.g. inst:) is set during SMS configuration and can be customised to your brand name. The cart link takes shoppers directly back to their cart. Here's what a few look like in practice:

inst: Hi Steve, still thinking about the Daniel Pryor 1? Its durable denim is built to last. https://inst.insst1.io/TdPai — text STOP to opt out

inst: Steve, imagine breezy days in our Summer collection. Perfect for sunny adventures. https://inst.insst1.io/ZO2pW — text STOP to opt out

Messages are always concise, personal, and on-brand.

SMS consent

Instant only sends SMS to shoppers who have given explicit SMS consent — this is separate from email consent. Shoppers need to have actively opted in to receive texts.

Unsubscribes are handled automatically and synced in both directions with Klaviyo:

Enabling SMS on a flow

📹 [GIF: Merchant clicks "Enable SMS on this Flow" banner and sees the flow update to "Enabled on Email & SMS"]

When you open an Abandoned Cart or Abandoned Checkout flow, you'll see one of the following banners:

"Unlock SMS for Your Flows" SMS isn't configured on your account yet. Click Try SMS to get set up — here's how.

"Add SMS to This Flow" SMS is configured and ready. Click Enable SMS on this Flow and it goes live immediately — no confirmation step, no delay.

"SMS Is Paused on This Flow" You've previously disabled SMS on this flow. Click Re-enable SMS to turn it back on.

Viewing performance

📹 [GIF: Merchant navigates to the Performance tab and views the Email vs SMS breakdown on the Sends chart]

Once SMS is live, your flow dashboard shows a full breakdown by channel.

At the top of the Performance tab:

The Sends chart lets you toggle between Opens, Clicks, and Sends, with Email and SMS shown as separate bars so you can see how each channel performs over time.

The Interaction and Deliverability section can be filtered by All, Email, or SMS — useful for checking deliverability health per channel.

The flow header updates to "Enabled on Email & SMS" so you can always see both channels are running at a glance.

Viewing activity

📹 [GIF: Merchant scrolls through the Activity tab, showing rows with "SMS" in the Channel column]

The Activity tab shows every message sent — email and SMS in one list. Each row shows:

Filter by Status or Channel to find what you're looking for quickly.

Viewing an individual SMS

📹 [GIF: Merchant clicks into an SMS row in the Activity tab and sees the shopper timeline with an SMS preview on the right]

Clicking any row opens the shopper's full flow preview. For SMS touchpoints you'll see:

All revenue attributed to an SMS conversion counts toward your flow's total revenue and the main dashboard.

Disabling SMS on a flow

Use the toggle in the top-right corner of the flow to turn SMS off at any time. SMS stops immediately — your flow keeps sending emails as normal.

When you re-enable it later, the "SMS Is Paused" banner will prompt you to turn it back on. Historical SMS data from before it was paused stays visible in your dashboard.

Article URL: https://help.instant.one/-temporary-slug-286da31a-7782-4fd0-95e9-b53f234b6bf9 Keywords: ## Why are my Klaviyo flow emails being skipped due to "Catalog Item Unavailable"?

Catalog Item Unavailable

Catalog item unavailable occurs when a Klaviyo email template for Browse Abandonment or Added to Cart Abandonment uses the catalog lookup syntax to retrieve product information, but the product ID provided is invalid.

Commonly, the following syntax is used to inject catalog information based on the event product ID.

{% raw %}

{% catalog event|lookup:'ProductID'|default:'' %}
{{catalog_item.title}}
Price: {% currency_format catalog_item.metadata|lookup:"price" %}
{% endcatalog %}

{% endraw %}

Used correctly, the above template will show as:

A common issue when using this format is that the lookup property is a field other than "ProductID".

For example, properties like "Product ID", "productID" or "productId" etc. are invalid.

Providing an invalid lookup property will cause the following error to show in emails, and cause emails to be skipped.

Please ensure that the catalog lookup is being done on "ProductID".

For example, if the syntax is "{% catalog event|lookup:'Product ID'|default:'' %}", this is invalid as "Product ID" is not a valid property.

To resolve this, please ensure the lookup is on "ProductID" instead.

Product Image not displaying correctly

If your images are also not displaying correctly and your product images are also using catalog lookups, please ensure the dynamic variable is using "ProductID" as well.

The correct syntax for dynamic images using catalog lookups is

{% raw %}{% catalog event|lookup:'ProductID'|default:'' %} {{catalog_item.featured_image.thumbnail.src}} {% endcatalog %}{% endraw %}

 

 

 

 

Article URL: https://help.instant.one/skipped-emails Keywords: ## Upgrading your Audiences Shopify Permissions for Instant AI

If you're an existing Instant Audiences customer and are upgrading to Instant AI, we may require new permissions to your existing integration.  These new permissions will allow Instant to integrate with your discounts,

How to Update Your Shopify API Permissions

  1. Go to Configuration → Pixel in the Instant dashboard.

  2. You’ll see an alert saying “Installed – Requires Attention.”

  3. Click Setup, then follow the API Setup instructions.

  4. You’ll be prompted to update your Shopify app permissions.

  5. Make sure the following scopes are selected:

    - write_themes, read_themes
    - write_script_tags, read_script_tags
    - read_customers
    - read_products
    - read_orders
    - read_customer_events
    - read_discounts, write_discounts
    - write_content, read_content
    - write_inventory, read_inventory
    - write_discounts_allocator_functions, read_discounts_allocator_functions
    - write_online_store_pages, read_online_store_pages
    - write_pixels, read_pixels

    and then click Save.

Note: If you're having trouble with this step, please use the "Filter access scopes" search to search for each scope.

6. Select Verify to refresh the permissions. f they are correct, the warning banner will disappear from your dashboard. 

 

Article URL: https://help.instant.one/update-pixel-settings-to-include-coupons Keywords: ## Instant AI SMS in Flows

Instant can now send an SMS as part of your Abandoned Cart and Abandoned Checkout flows. There is no extra setup to building the flows, once you enable it on your chosen flow, we handle everything automatically.

Before you start

SMS in Flows requires SMS to be configured on your account first. If you haven't done that yet, head to the SMS setup guide. only takes a few minutes. Your per-SMS cost is shown there too.

  1. Available for Australian phone numbers only. Shoppers with international numbers are skipped automatically.

  2. Using Instant pop-ups? Make sure you've added the SMS opt-in step to your pop-up so you're capturing new SMS subscribers. If you're using a third-party pop-up tool that's integrated with Instant, or syncing an existing subscriber list from Klaviyo or Shopify, those consents are picked up automatically — no extra steps needed.

  3. Turn off SMS in any other platforms you use for the same flows. Customers are forgiving of receiving a duplicate email, but a duplicate text is a fast way to lose a subscriber. If you're currently sending abandoned cart or checkout SMS through Klaviyo or Attentive, disable those before enabling SMS in Instant.

How it works

When SMS is enabled on a flow, Instant sends one SMS per enrolment.
Here's an example how it fits into a standard flow:

If your flow has more than 3 touchpoints, SMS still only sends once at touchpoint 2. All other touchpoints send email only.

A few things worth knowing:

Example SMS

Each message follows this structure:

[store name]: [personalised AI message]
[cart link]
text STOP to opt out

The store name prefix (e.g. inst:) is set during SMS configuration and can be customised to your brand name. Additionally, the prefix used in your links can also be customised. In this example, we've used Inst as the setting, but this could be replaced with any 4 characters to suit your business. The cart link takes shoppers directly back to their cart.

Here's what a few look like in practice:

Inst: Hi Steve, still thinking about the House Jeans? Its durable denim is built to last. https://inst.insst1.io/TdPai — text STOP to opt out

Inst: Flawless foundation that blends effortlessly and lasts all day. See it again?  https://inst.insst1.io/ZO2pW — text STOP to opt out

Screenshot 2026-03-16 at 1.28.23 PM

 

SMS Consent

Instant only sends SMS to shoppers who have given explicit SMS consent. This is separate from email consent. Shoppers need to have actively opted in to receive texts.

Unsubscribes are handled automatically and synced in both directions with Klaviyo, if you have an integration.

A shopper can be unsubscribed from SMS but still subscribed to email, or the reverse. These are managed as seperate subscriptions. 

Enabling SMS on a flow

When you open an Abandoned Cart or Abandoned Checkout flow, you'll see one of the following banners:

  1. "Unlock SMS for Your Flows"
    If SMS isn't configured on your account yet, click Try SMS to get set up, here's how.

  2. "Add SMS to This Flow"
    If SMS is configured and ready. Click Enable SMS on this Flow and it goes live immediately.

  3. "SMS Is Paused on This Flow"
    If you've previously disabled SMS on this flow. Click Re-enable SMS to turn it back on.

Screenshot 2026-03-13 at 2.46.33 PM

Viewing performance

Once SMS is live, your flow dashboard shows a full breakdown by channel.
At the top of the Performance tab:

The Sends chart lets you toggle between Opens, Clicks, and Sends, with Email and SMS shown as separate bars so you can see how each channel performs over time.

The Interaction and Deliverability section can be filtered by All, Email, or SMS, which is useful for checking deliverability health per channel. The flow header updates to "Enabled on Email & SMS" so you can always see both channels are running at a glance.

Screenshot 2026-03-16 at 1.30.34 PM
Screenshot 2026-03-16 at 1.30.50 PM

Viewing activity

The Activity tab shows every message sent — email and SMS in one list. Each row shows:

Filter by Status or Channel to find what you're looking for quickly.

Screenshot 2026-03-16 at 1.34.24 PM

Viewing an individual SMS

Clicking any row opens the shopper's full flow preview. For SMS touchpoints you'll see:

All revenue attributed to an SMS conversion counts toward your flow's total revenue and the main dashboard.

Screenshot 2026-03-16 at 1.32.35 PM

Disabling SMS on a flow

Select the three dots in the in the top-right corner of the flow, then Disable SMS to turn SMS off at any time. SMS stops immediately and our flow keeps sending emails as normal.

When you re-enable it later, the "SMS Is Paused" banner will prompt you to turn it back on. Historical SMS data from before it was paused stays visible in your dashboard.

Screenshot 2026-03-16 at 1.35.26 PM

 

Article URL: https://help.instant.one/instant-ai-sms Keywords: ## How do I submit a Partner referral? All referrals from agency partners to Instant must come via direct email to an Instant Partner Manager. Article URL: https://help.instant.one/how-do-i-submit-a-partner-referral Keywords: ## How to Customise Email Templates in Instant AI

How It Works

The Template Editor gives you creative control over your email layout, without adding complexity.

When you onboard with Instant AI, you choose a default layout. This layout is applied across every flow in your account and automatically styled using your logo, brand colours, and footer details.

Each time a shopper enters a flow, Instant generates the full email at send time. The layout stays consistent, but the content is dynamic, personalised by AI to match the shopper’s behaviour and the flow’s purpose.

Instant handles all the logic, content writing, and product selection. The Template Editor simply lets you control how that content appears.

What’s Automated by Default

Every email generated by Instant includes:

These defaults apply automatically.

What You Can Edit

The Template Editor allows you to:

Note: Any changes you make in a flow only apply to that specific flow and step. You can customise the layout per email, without affecting your other flows.

Required Blocks (Cannot Be Deleted)

Some content blocks are required to ensure your emails remain compliant and effective. These include:

These cannot be removed. If you attempt to delete them, you’ll see a warning.

 

Editing Your Email Layout (Step-by-Step)

Step 1: Open the Flow You Want to Edit

Navigate to the flow you want to customise (e.g. Welcome, Abandoned Checkout, Post Purchase). Then click the Template Editor tab.

You’ll see your default template preloaded for each step in the flow.

Step 2: Click a Block to Edit

Each email is built from a series of blocks — for example: header, body, product, and footer. Hover over any block to:

Step 3: Add a New Block

Click the + icon between any two blocks to add a new one. You’ll be prompted to:

Step 4: Browse Your Block Library

When selecting an existing block, you can choose from two tabs:

Step 5: Save Your Changes

Click Save to confirm your edits. These changes apply only to the flow and step you’re editing — all other flows will remain unchanged. This makes it easy to create reusable headers, promo banners, or content sections across multiple flows.


Using Custom HTML (Advanced)

If custom HTML editing is enabled on your account, you’ll see the option to insert or replace a block with your own code.

Important notes:

Need Help?

If you’d like support editing your templates or want help migrating custom content, reach out to your Customer Success Manager or email help@instant.one.

 

Article URL: https://help.instant.one/customising-email-templates-in-instant-ai Keywords: ## Smart Coupons for Instant AI

Smart Coupons lets you configure a single maximum % off discount (e.g. 20%, 30%, 50%). Instant AI automatically distributes scaled discounts across flows based on shopper intent.

The distribution ensures:

Example:

If you set a max discount of 50% off, Instant AI distributes discounts roughly as follows:

For first-time shoppers, we automatically move them “one level up” in intent:


OR

If you set a max discount of 20% off, Smart Coupons would distribute and round the discounts like this:

For first-time shoppers, we automatically move them “one level up” in intent:

How rounding works:

To keep offers simple and clean:

Key details:

FAQs

How is the discount determined for each flow?

Smart Coupons distributes your max discount across flows based on shopper intent, scaling down by flow type. First-time shoppers always get a stronger offer (one level higher than their current flow).

How does rounding work?

We round discounts down for simplicity:

When is rounding skipped?

The max discount itself is never rounded.

Can I use $-off discounts?

No — only % off discounts are supported.

Can I link this to an existing Shopify discount?

No — Smart Coupons generates its own discount codes.

Can I set a minimum purchase amount?

Yes, but only if the amount is in the same currency as your store.

Are discount codes unique?

Yes — every code is single-use, created per shopper interaction, and expires 24 hours after the last email in the flow.

When will shoppers see the discount code?

In the second email of the flow and again in the third as a reminder.

Article URL: https://help.instant.one/smart-coupons-for-instant-ai Keywords: ## How to re-install the Instant Audiences pixel into Shopify Customer Events

We require the Instant Audiences pixel to be installed in two locations:

It is critical that both pixels remain installed for Instant Audiences to operate.

If either of the pixels have been removed, events will be dropped and therefore not sent to Klaviyo.

If the pixel has been accidentally uninstalled from Customer Events, it is important to ensure that the Instant Audiences pixel is re-installed promptly to minimise dropped events.

If you have been notified that the Instant Audiences pixel is missing from Customer Events and requires re-installation, please complete the steps below.

  1. Proceed to the Shopify admin and click Settings in the bottom left.
  2. Proceed to Customer events in the sidebar. You will now see a table listing all the active custom pixels on your Shopify instance.

    1. If you do see an Instant Audiences Custom pixel, but the Status is connected, then this means the Customer events pixel is active.  
      If the pixel is active, but you are still experiencing dropped events, please click into the Instant Audiences integration, and ensure that Permission and Data sale are configured correctly. (for more info, see here)
    2. If you do not see an Instant Audiences Custom pixel, then please proceed to the Instant dashboard (https://dashboard.instant.one/audiences/setup/ecommerce-platform/shopify), and complete Steps 1 to 8 under Audiences > Setup > Ecommerce platform > Shopify.
    3. If you do see an Instant Audiences Custom pixel, but the Status is disconnected, please click the three dots > Connect. Please click Connect in the confirmation modal.

Upon re-installation or re-connection of the Audiences Customer Events pixel, events will begin to be sent to Instant. 

If you have confirmed that both your theme.liquid pixel and Customer Events pixel is installed correctly and you are still not receiving events, or are experiencing dropped events, please reach out to support via live chat in the Instant Dashboard, or email us at help@instant.one.

 

Article URL: https://help.instant.one/re-install-pixel-into-customer-events Keywords: ## Using Shopify to Sync Customer Profiles to Meta for Retargeting

Many merchants rely on Meta custom audiences to run retargeting campaigns. If you’re using Instant AI to completely run your email marketing, or switching from another platform, you can still fully sync your customers and shopper activity to Meta using Shopify’s built-in integration.

This guide explains how the Shopify <> Meta sync works, what data is included, and how Instant AI fits into the picture.

 

1. How the Shopify → Meta Sync Works

Shopify offers a native integration called Facebook & Instagram by Meta. Once connected, Shopify automatically sends the following data to Meta:

Meta uses this data to build audiences such as:

This integration is managed entirely inside Shopify and doesn’t depend on Klaviyo, Instant AI, or any other ESP. You can view the documentation here. 

 

2. How to Set Up the Shopify → Meta Integration

  1. Open Shopify → Apps → Facebook & Instagram by Meta
  2. Connect your Meta Business Manager
  3. Choose the Pixel you want to use
  4. Select your Customer Data Sharing level
    1. Standard: Browser events only
    2. Enhanced: Browser + some server-side events
    3. Maximum: Uses Shopify’s server-side events (recommended for accuracy)
  5. Publish the integration

Once connected, Shopify will automatically begin syncing events and customer data.

 

3. How Instant AI Fits Into This

Instant AI doesn’t sync new contacts directly to Meta to create audiences. Instead, we sync all customer profiles and email activity back into Shopify, which means:

If you previously relied on Klaviyo’s custom audience sync, switching to the Shopify → Meta sync ensures you continue to deliver retargeting ads without interruption.

FAQ's


Can I still run retargeting ads if I’ve turned off Klaviyo or another ESP?

Yes. The Shopify → Meta integration works independently of any ESP. You don’t need Klaviyo (or Instant AI) for Meta audience syncing.


Do I need to set anything up inside Instant AI?

No. Nothing inside Instant AI affects your Meta audiences.


Can I export specific segments (e.g., VIPs, lapsed customers) to Meta?

Shopify doesn’t sync custom segments automatically.
If you need a very specific list, you can:
 1. Filter customers in Shopify
 2. Export a CSV
 3. Upload it manually to Meta as a Custom Audience

This is useful for one-off campaigns but not necessary for ongoing retargeting.


Is server-side tracking supported?

Yes — selecting Customer Data Sharing: Maximum enables Shopify’s server-side Conversions API events.

 

Article URL: https://help.instant.one/using-shopify-to-sync-customer-profiles-to-meta-for-retargeting Keywords: ## How do I get started with Instant Predictive Opt-In?
  1. Proceed to the Predictive Opt-In onboarding flow in the Instant dashboard here
  2. You will be presented with a "Get Started" screen. Click Get Started.
  3. Choose which form provider you want to integrate with. This should be the form provider that is linked to your welcome flow in Klaviyo.
    1. Currently, we support both Klaviyo and Alia.
  4. Follow the steps provided for setting up Predictive Opt-In.
  5. Once you complete the onboarding steps, you should see the analytics screen. This indicates that you have completed onboarding. 
  6. You will need to set up the cloned welcome flow which shoppers who opt in via predictive opt-in will be enrolled into.
    1. Please proceed to this article to complete your welcome flow setup. 
      https://help.instant.one/how-do-i-create-a-welcome-flow-for-predictive-opt-in
Article URL: https://help.instant.one/how-do-i-get-started-with-instant-predictive-opt-in Keywords: ## How to add Shopify Collections data to Audiences Checkout events

The Collection field on cart events represents all the unique collections of the products which are in the cart at the time when a customer performs an action.

By default, Instant Audiences does not send through collections data for Item Added to Cart, or Cart Viewed / checkout started events.

For example, see a screenshot below which shows a normal Cart Viewed / Checkout Started field. Note how Collections is an empty field.

Please note that there is a "Categories" field on Item Added to Cart events, however these are the Categories associated to the specific item being added. The "Collections" field represents the unique Collections of all the items in the cart.

Collections are not populated by default, because Shopify requires an API integration to retrieve Collections data for products.

By default, Instant Audiences integration into Shopify does not require an API integration. 

To enable this functionality, we require an API integration into Shopify. Once an API integration into Shopify is configured, Collections data will automatically flow through on all Cart events that Instant Audiences sends through to Klaviyo.

To create an API integration into Shopify, please complete the following:

  1. Proceed to the Shopify admin and click on Settings in the bottom right.
  2. Proceed to Apps and sales channels > Develop apps
  3. Click on Create an app. Name the app "Instant App" and click Create app.
  4. Proceed to Configuration. Locate Admin API integration, and click on the Configure button.
  5. Select the following access scopes.

    - read_themes, write_themes
    - read_script_tags, write_script_tags
    - read_customers
    - read_products
    - read_orders

    Click on Save.
  6. Once saved, proceed to API credentials and click on "Install app". In the popup, click on Install. 
  7. An Admin API access token will be created. Click on Reveal token once. Once the token has been revealed, please take note of this access token.
  8. Proceed to the Instant dashboard. Click on Integrations in the sidebar, and click on Shopify.
  9. In the popup, paste your Access Token and My Shopify ID into the inputs. Click on Create / Update. (The Shopify ID is the name of your Shopify store when it was first created. e.g. if your Shopify URL is my-store.myshopify.com, then your ID is my-store) if you do not know how to retrieve your Shopify ID, proceed here)

Instant is now integrated into your Shopify via an API integration, and Collection data will begin populating for Klaviyo events.

Article URL: https://help.instant.one/add-shopify-collections-data Keywords: ## How Instant AI Handles Apple Mail Privacy Protection (MPP) Opens Apple Mail Privacy Protection (MPP)[^1] is a privacy feature that automatically downloads email content in the background. This can make emails appear as "opened" even if the shopper never actually read them. This means open rates from Apple Mail can be inflated and don't always reflect real human engagement. Instant AI **automatically excludes Apple MPP opens by default**. These opens are **not counted** as real email opens in any Instant AI reporting, attribution, or performance metrics. There is no setting to turn this on or off and this behaviour is applied consistently across all merchants and all emails. ## **Why we do this** Apple MPP opens are generated by automated systems, not real shopper behaviour. Including them would: - Inflate open rates - Skew performance reporting - Make optimisation decisions less reliable By excluding them, Instant AI ensures your metrics reflect **genuine shopper engagement only**. We intentionally don't offer a toggle or setting because excluding automated opens is best practice for accurate reporting, and we want all merchants to have clean, trustworthy data by default. [^1]: See: [Apple's documentation for *Apple Mail Privacy Protection* (MPP)](https://support.apple.com/guide/iphone/use-mail-privacy-protection-iphf084865c7/ios) Article URL: https://help.instant.one/how-instant-ai-handles-apple-mail-privacy-protection-mpp-opens Keywords: ## Net New Profile Guides and Resources

Net New Profile Export helps brands re-target anonymous shoppers on their website through targeted, high-intent abandonment flows.

Guides and docs relating to this feature are available below.

Article URL: https://help.instant.one/net-new-profile-guides-and-resources Keywords: net new ## How do I add a user to Facebook business manager?

Where the Instant team has requested access to datasets for debugging purposes, please complete the following steps to grant the Instant team access to Meta / Facebook.


  1. Proceed to Facebook business manager: https://business.facebook.com/.
    If you are not logged in, please log in. You will need to be logged in as a user with sufficient permissions to invite new people onto your Meta business account.

  2. Click on Settings in the bottom left of the sidebar, and proceed to Users > People > Invite people

  3. In the modal that appears, please specify "help+meta@instant.one" as the email address and click Next.

  4. You will see an Assign access screen. Please ensure that "Apps and integrations" is ticked. Click Next once this is selected.

  5. Please assign your Ad account to the new user, and provide "View Performance" access.


    Please assign your Pixel to the new user, and provide "Manage pixels" access and click Next.

  6. On the Review invitation step, please click "Send invitation". 

Please note that once you are onboarded successfully onto Targeting, Instant doesn't need further access to your Facebook business manager.

Article URL: https://help.instant.one/add-user-to-business-manager Keywords: ## How does Instant prevent duplicate events in Meta? To prevent event duplication, we attach a unique de-duplication ID to every event sent to Meta's servers. This ID ensures that if an event happens multiple times, Meta recognizes it as the same event and does not count it twice.

Using de-duplication IDs is a common and recommended practice in event tracking to ensure that data is accurate and without redundancy.

We ensure this is achieved, by including a unique de-duplication ID with each event sent to Facebook’s Conversion API (CAPI). You may notice more events in Facebook's Event Manager when the Meta integration is enabled, but these are guaranteed to be de-duplicated.

How We Prevent Duplicate Events

To prevent duplication, we attach a unique de-duplication ID to every event sent to Meta's servers. This ID ensures that if an event happens multiple times, Meta recognizes it as the same event and does not count it twice.

  1. De-duplication ID: Each event sent from our platform to Meta includes a de-duplication ID. This ID ensures that duplicate events are prevented by linking events with the same ID together. If an event with the same de-duplication ID is received by Meta again, Meta recognizes it as the same event and prevents any duplication.

  2. Event Enrichment: By using de-duplication IDs, we can send enriched event data to Meta. This allows Facebook to match and process events with the most complete or relevant data, without causing duplicates.

  3. Consistency with Facebook Pixel: We make sure to use the same de-duplication ID that Facebook Pixel generates for events. This ensures that no duplicate events are sent, regardless of whether the event is triggered by the Pixel or the Conversion API.

De-duplication ensures that Meta receives accurate, enriched data, preventing inflated event counts.As a result, you'll be able to achieve more reliable reporting and enhanced optimisation for your campaigns. 


 

Article URL: https://help.instant.one/meta-event-de-duplication Keywords: ## How do I schedule opt-in forms for Instant Predictive Opt-In?

At times, you may choose to create a new form for your welcome flows. This is often done for specific sales periods or promotions, such as:

Your new form may be a temporary adjustment for a sale, holiday campaign, or promotional event. Once the promotion ends, you can easily revert to your standard form.

For instructions on setting a new default form, follow the steps here.

Adding / Removing Scheduled Form Changes

Scheduled form changes are currently only available for Klaviyo forms. If you're using a different form provider with Predictive Opt-In, this feature isn’t supported at this time.

Use scheduled form changes to manage temporary updates without needing to manually modify your default form. This is ideal for:

By scheduling your form changes in advance, you can ensure a seamless transition before and after key sales periods.

  1. Proceed to your Instant dashboard and click on Predictive Opt-In in the sidebar.
  2. Click on Configuration in the top right.
  3. In the Configuration, click on Add new scheduled form. 

    This will create a new scheduled form, where you can provide the start and end dates of the schedule, as well as what Desktop form ID and Mobile form ID you would like to use during this period.


  4. Click on Save. Your scheduled form is now be used during the period between the start and end dates.
Article URL: https://help.instant.one/how-do-i-schedule-opt-in-forms-for-instant-predictive-opt-in Keywords: ## Transactions Itemised Report

Instant offers a variety of reports for users to download and access. These reports provide valuable insights and data on transactions, payouts, and reconciliation.

The Transactions Itemised Report downloads the full list of individual transactions from the specified time range. This report contains:

Example

Transactions Itemised

Other Reports

  1. Transactions Summary
  2. Payouts Itemised 
  3. Payouts Summary
  4. Payouts Reconciliation Itemised
  5. Payouts Reconciliation Summary
Article URL: https://help.instant.one/transactions-itemised-report Keywords: ## Integrating Instant Checkout into analytics providers - event tracking This guide describes how to you can integrate Instant Checkout into analytics providers to ensure they are notified when an order is placed through Instant.

You may be familiar with injecting code into your order confirmation screen to send events to analytics platforms. Instant Checkout does not use your standard order confirmation screen, so this guide can assist with making sure that the events are sent through to the same analytics providers too.

 

This guide will describe how you can subscribe to an Instant order being placed and run custom javascript when an order is placed.

 

 

1. Start by placing this block of code in the header of your website to subscribe to the “instantOrderPlaced’ event.

The callback passed as the second parameter to the .on function will be run when an order has been placed.

(function waitForInstantJS() {
    if (window.InstantJS) {
        window.InstantJS.on('instantOrderPlaced', (data) => {
            // run your custom code here
        });
    } else {
        setTimeout(waitForInstantJS, 100); // Check for InstantJS every 100 ms
    }
})();

2. The code running where the “run your custom code” comment is, will now run when an order is placed.

The contents of the data parameter from the callback will be in the structure below.

InstantOrderPlacedItem schema: 

{
  "price": number, // e.g. 10000 (smallest unit of currency)
  "name": string, // e.g. My Product
  "id": string, // e.g. ProductID
  "quantity": number // e.g. 5
}

InstantOrderPlaced schema:

{
    "email": string, // e.g. test@instant.one
    "first_name": string, // e.g. Bob
    "last_name": string, // e.g. Jane
    "phone": string, // e.g. +10000000000
    "street": string, // e.g. 1 Park Avenue
    "store_name": string, // e.g. My Store
    "city": string, // e.g. New York
    "region": string, // e.g. New York
    "postal_code": string, // e.g. 12345
    "country": string, // e.g. US
    "id": string, // e.g. 123456
    "grand_total": number, // e.g. 10000 (smallest unit of currency)
    "shipping_total": number, // e.g. 500 (smallest unit of currency)
    "tax_total": number, // e.g. 100 (smallest unit of currency)
    "discounts_total": number, // e.g. 1000 (smallest unit of currency)
    "subtotal": number, // e.g. 1000 (smallest unit of currency)
    "currency": string, // e.g. USD
    "coupon_code": string, // e.g. VIP10
    "merchant_id": string, // e.g. myid
    "store_code": string, // e.g. us
    "items": Array of InstantOrderPlacedItem items
}

An example of what InstantOrderPlaced can look like is below. 

{
    "email": "test@instant.one",
    "first_name": "Instant",
    "last_name": "Demo",
    "phone": "+10000000000",
    "street": "1 Park Ave",
    "store_name": "My Store",
    "city": "New York",
    "region": "New York",
    "postal_code": "12345",
    "country": "US",
    "id": "000001450",
    "grand_total": 29668,
    "shipping_total": 0,
    "tax_total": 100,
    "discounts_total": 1000,
    "subtotal": 29668,
    "currency": "USD",
    "coupon_code": "VIP10",
    "merchant_id": "myId",
    "store_code": "us",
    "items": [
        {
            "price": 15674,
            "name": "Test Item 2",
            "id": "My Item ID",
            "quantity": 1
        },
        {
            "price": 13994,
            "name": "Test Item 2",
            "id": "My Item ID",
            "quantity": 1
        }
    ]
}

Example Use Cases

1. Sending data to Google Adwords

You may be using Google Adwords to track orders for SEO purposes, which can aid with attribution and analysis into performance marketing efforts. See below for an example of how you can utilise this custom integration method to send data via gtag to adwords.

(function waitForInstantJS() {
  if (window.InstantJS) {
      window.InstantJS.on('instantOrderPlaced', (data) => {
          gtag('event', 'conversion', {
             'send_to': 'AW-{conversion_id}/{conversion_label}',
             'value': parseFloat(data.grand_total).toFixed(2),
             'currency': data.currency,
             'transaction_id': data.id
          });
      });
   } else {
      setTimeout(waitForInstantJS, 100); // Check for InstantJS every 100 ms
  }
})();

 

2. Sending data to a custom analytics platform

You may wish to send data to a custom analytics platform that you use on your site, such as Hotjar, Fullstory, Heap Analytics or any other analytics platforms which Instant does not natively support. 

To do this, you can utilise this custom integration method. See below as an example.

(function waitForInstantJS() {
  if (window.InstantJS) {
      window.InstantJS.on('instantOrderPlaced', (data) => {
          window.hj('event', 'Purchase Completed')
      });
   } else {
      setTimeout(waitForInstantJS, 100); // Check for InstantJS every 100 ms
  }
})();

 

3. Sending data in a custom format to Google Analytics 4

Instant already sends data to GA4 in a recommended structure. Please see here: https://help.instant.one/how-do-i-track-instant-purchase-events-with-ga4

However, you may wish to modify this structure for your needs.

To do this, you can utilise this custom integration method. See below as an example.

(function waitForInstantJS() {
  if (window.InstantJS) {
    window.InstantJS.on("instantOrderPlaced", (data) => {
      var event = {
        event: "purchase",
        ecommerce: {
          transaction_id: data.id,
          value: +(parseFloat(data.grand_total) / 100).toFixed(2),
          tax: +(parseFloat(data.tax_total) / 100).toFixed(2),
          shipping: +(parseFloat(data.shipping_total) / 100).toFixed(2),
          currency: data.currency,
          coupon: data.coupon_code,
          website_country: data.country,
          shipping_country: data.country,
          shipping_state: data.region,
          shipping_city: data.city,
          customer_type: "General",
          items: data.items.map(function (item) {
            return {
              item_id: item.id,
              item_name: item.name,
              price: +(parseFloat(item.price) / 100).toFixed(2),
              quantity: item.quantity,
            };
          }),
        },
      };
      window.dataLayer.push({
        ecommerce: null,
      });
      window.dataLayer.push(event);
    });
  } else {
    setTimeout(waitForInstantJS, 100); // Check for InstantJS every 100 ms
  }
})();

 

Article URL: https://help.instant.one/subscribe-to-order-placed-event Keywords: ## Why might some attribution tools be missing cart & checkout flow conversions? If you use UTM-based reporting, you may notice that Abandoned Cart and Abandoned Checkout flows don't always show full click attribution in tools like Google Analytics, Triple Whale or Shopify. This is caused by how Shopify handles checkout URLs. ## Why UTMs Can Drop on Checkout Links Instant AI includes UTM parameters on every email link. However, Shopify can strip UTMs from URLs that point directly to the checkout. When this happens, external analytics tools can't track the click event and may under-report revenue or clicks for these flows. This only affects checkout links. Storefront links such as to your home-page keep UTMs intact. Instant AI's in-app reporting is not affected because we use first-party click and open tracking rather than relying solely on UTMs. The flows most impacted are Abandoned Cart and Abandoned Checkout. These flows are designed to maximise conversions by taking shoppers straight to the purchase page and auto-applying any configured coupon. The trade-off is that checkout links are more likely to lose UTM data in external tools. If you aren't using external tools for measuring attribution and relying on these UTM parameters, we recommend continuing to link to the checkout (default behaviour) to optimise conversions. ## How to Ensure Accurate UTM Tracking If your reporting depends heavily on UTMs, our team can switch your flows to use storefront links instead of checkout links. This preserves UTMs and restores consistent attribution across third-party tracking tools. To request this change, contact **help@instant.one** or your CSM. Once updated, UTM tracking should appear normally in your external reporting within around seven days. If you're unsure whether this affects your store, look out for signs such as Abandoned Cart or Checkout appearing under-reported in third-party tools, while Abandoned Browse appears disproportionately higher. Your CSM can help review your account and confirm whether storefront-linking is the right approach for your reporting setup. --- ## Why Are Shoppers Being Redirected to the Homepage from Instant AI Checkout Links? This may be because a shopper's cart has automatically expired due to security features related to payment gateways. Additionally, if a shopper creates a new checkout session and then clicks on an older checkout link, they may be redirected to the homepage. This affects every platform and there is no easy way to see how often it occurs. Article URL: https://help.instant.one/why-utms-for-links-to-checkout-dont-always-appear-in-third-party-tracking-tools Keywords: ## How can I load Instant's pixels via Google Tag Manager for a Custom Store?

Instant supports integration with custom or headless storefronts — including sites built using frameworks like React, Next.js, or PWAs, and eCommerce platforms such as WooCommerce, Salesforce Commerce Cloud, or custom APIs.

If you’re using Google Tag Manager (GTM) to manage your tracking scripts, you can install Instant’s Pixels entirely through GTM, eliminating the need to directly modify your site’s source code.

Please note that incorrect GTM configuration may prevent Instant from identifying visitors or tracking key events.

 

Overview

Instant’s tracking for a Custom Store consists of two parts:

Part Purpose GTM Implementation
Theme Pixel Identifies visitors and tracks on-site behaviour (page views, product views, cart adds).  
Customer Events Tracking Sends customer events (e.g. add to cart, checkout started) to Instant, which are then forwarded to your connected marketing platform (e.g. Klaviyo). Configured via GTM event triggers.

     

     

    Add the Theme Pixel via GTM

    The Theme Pixel loads the Instant library (instant.js) onto your website, allowing Instant to identify anonymous shoppers.


    Step 1: Inject the Theme Pixel via GTM (Custom HTML Tag)

    {% raw %}<script>
    !function(i,n,s,t,a,u,d){
        i.InstantConfig = i.InstantConfig || {};
        d = i.InstantJS = i.InstantJS || {};
        d.trackQueue = [];
        d.track = function() { d.trackQueue.push(arguments) };
        u = n.createElement(s);
        u.async = true;
        u.src = t;
        a = n.getElementsByTagName(s)[0];
        a.parentNode.insertBefore(u, a);
    }(window, document, 'script', 'https://cdn.instant.one/instant.js?siteId={{SITE_ID}}');
    </script>{% endraw %}

    💡 This ensures InstantJS loads globally and initialises as soon as possible in the page load sequence.

     

     

    Step 2: Create Data Layer Variables for Custom Events

    To send events from your site through GTM to Instant, GTM needs to receive event payloads via the dataLayer.

    If your site already pushes data to the dataLayer, you can reuse those. Otherwise, you’ll need to add new pushes for key eCommerce events.

    Example: Pushing Events to the Data Layer

    When a customer performs an action (e.g., adds an item to their cart), push an event into the dataLayer with its payload:


    window.dataLayer = window.dataLayer || [];
    window.dataLayer.push({
      event: "ITEM_ADDED_TO_CART",
      event_payload: {
        provider: "KLAVIYO",
        event: {
          CheckoutURL: "/checkout",
          Items: [
            {
              ProductName: "Wireless Blender",
              Quantity: "1",
              ItemPrice: "59.99",
              ImageURL: "https://example.com/blender.jpg"
            }
          ]
        }
      }
    });
     

    The event_payload object here corresponds to the same structure you would normally pass directly to Klaviyo. Please ensure this is the same as the data structure you provide to Klaviyo directly.

    Repeat this for all the events you want to track. At a minimum, Instant requires:

     

     

    Step 3: Create Data Layer Variable in GTM

    In GTM:

    1. Go to Variables → New → Variable Configuration → Data Layer Variable.

    2. Set Variable Name to event_payload.

    3. Click Save.

     

     

    Step 4: Create Custom Event Triggers in GTM

    Now, create one trigger per event type you plan to send to Instant.

    For example:

    1. Go to Triggers → New → Trigger Configuration → Custom Event.

    2. Set the Event Name to match your dataLayer event (e.g., ITEM_ADDED_TO_CART).

    3. Select All Custom Events.

    4. Click Save.

    Repeat for:

     

     

    Step 5: Create Instant Event Tags in GTM

    For each event type, create a new tag that sends the dataLayer payload to Instant.

    1. Go to Tags → New → Tag Configuration → Custom HTML.

    2. Paste the following code:

    {% raw %}<script>
    InstantJS.track('SHOPIFY_EVENT', {{raw_event}});
    </script>{% endraw %}

    Replace:

    Assign the corresponding trigger (e.g. trigger for ITEM_ADDED_TO_CART). And click Save.

    Repeat this for each of your tracked events.

     

     

    We understand that there are many different ways to set up GTM, so our support team are always happy to help.

    Please reach out to Instant support at help@instant.one, or your dedicated customer success manager for further assistance if needed.

    Article URL: https://help.instant.one/how-can-i-add-instant-pixels-via-gtm-for-custom-stores Keywords: ## Send campaigns in your recipients' local timezone

    If you have shoppers spread across multiple timezones, a single send time means some recipients get your email at 9am and others get it at 3am. Sending in your recipients' local timezone fixes that with one campaign.

    Why use it:

    Choosing a timezone

    When you schedule a campaign, the timezone dropdown has two options:

    How sending works in recipient's timezone

    If you schedule a campaign for 5pm in recipient's timezone, sending begins as soon as the clock hits 5pm somewhere in your customer base. The campaign moves to Sending at that point.

    Each shopper then receives the email when 5pm arrives in their local timezone. Depending on the spread of your audience, the campaign can stay in Sending for up to 24 hours. Once every shopper has been dispatched, it moves to Sent.

    How we work out a shopper's timezone

    We use each shopper's location, based on their address and any information enriched from your Shopify and Klaviyo integrations. If we can't determine a shopper's location, we fall back to your store's timezone.

    What happens if the time has already passed

    If a shopper's local 5pm has already passed by the time you schedule, they receive the campaign at your store's 5pm instead.

    Things to know

    Article URL: https://help.instant.one/send-campaigns-in-your-recipients-local-timezone Keywords: ## How to use Custom Event Mapping

    By default, Instant AI uses Shopify's standard product fields (price, image, name, description) in every email. For most stores, that's exactly right and you don't need to do anything.

    Custom Event Mapping is for stores where Shopify's defaults don't tell the full story. You tell Instant which custom data to use for a given piece of product info, and from then on every email shows that custom data instead of the Shopify default. For example, if you map your member pricing, every email shows the member price instead of the public catalog price. Set it up once and it applies everywhere.

    Should you use it?

    Use Custom Event Mapping if:

    You don't need it if your standard Shopify product fields already show what you want shoppers to see in emails. There's nothing to set up and Instant will work as it always has.

     

    Where to find it

    Go to Configuration > Email Settings > Event Mapping.

    Create a mapping

    There are four steps in the setup wizard.


    1. Choose field

    Select the standard Shopify field you want to replace. The available fields are:

     

    2. Pick your source

    Choose where Instant should pull the replacement data from. Today the only source is Product metafield.

    You'll need to enter:

    If you select JSON, a JSON path field appears. Use dot notation to point to the value you want. For example, use amount for {"amount":"89.0"}, or price.amount for {"price":{"amount":"89.0"}}.

     

    3. Set the fallback rule

    Choose what should happen if a product doesn't have the metafield, or the metafield is empty:

     

    4. Confirm

    Give the mapping a name (e.g. "Club Price") and review the summary. You'll see the field you're replacing, the data source, the fallback behaviour, and which flows it applies to.

    Click Confirm to save.

     

    Manage your mappings

    Saved mappings appear in the Mappings table on the Event Mapping tab.

    Changes apply as soon as a mapping is live. There's no need to republish flows or campaigns.

    FAQ

    Where does the metafield data come from? Instant pulls metafields directly from Shopify. Make sure your metafield is exposed to the Storefront API and has values populated on the products you want the mapping to apply to.

    Which emails does a mapping apply to? All flows. Once a mapping is turned on, the replaced field uses your custom data everywhere it appears in flow emails.

    What happens if a single product is missing the metafield? The fallback rule you set in step 3 takes over for that product only. Other products with the metafield populated will continue to use the mapped value.

    Can I have multiple mappings on the same field? No. Each Shopify field (e.g. {price}) can only have one active mapping at a time. If you want to change the mapping on a field, edit the existing one or delete it and create a new one.

    What happens if I delete a mapping? The standard Shopify field returns to being used in emails immediately. Deleting can't be undone, so if you only want to pause a mapping use the status toggle instead.

     

    Article URL: https://help.instant.one/how-to-use-custom-event-mapping Keywords: ## What is Instant Audiences?

    Instant Audiences helps brands to re-market to shoppers who abandon their website.

    Instant Audiences remembers your opted-in shoppers for longer, keeping Klaviyo informed along the way, allowing you to re-target them.

    This turns abandoned carts into your biggest revenue driver.

    When an opted-in subscriber visits a website and fails to make a purchase, Instant Audiences identifies this shopper and notifies a merchant’s email marketing platform, allowing the merchant to trigger an automated email to bring that shopper back to the website to complete their purchase.

    Why use Instant Audiences?

    Article URL: https://help.instant.one/instant-audiences Keywords: ## How can I see past orders and update my details? Accessing your Shopper Dashboard

    If you've purchased using Instant before, it's super easy to locate and view your past orders and update, add or remove saved cards or addresses.

    Just visit checkout.instant.one/dash - If you aren't already logged in, just enter your email and we will send a verification code to your phone number via SMS.

    Here you can view all of your Instant transactions.

    Navigate to account to update, add or remove your saved addresses and cards:

     

    edit details GIF

     

    Article URL: https://help.instant.one/shopper-dashboard Keywords: ## How to Keep Your Campaigns Compliant with Subscriber Consent

    Email regulations (and your sender reputation) require that marketing campaigns are only sent to people who’ve explicitly opted in. Instant AI is designed to protect you by making All Marketing Subscribers the default and recommended option for all promotional campaigns.

    There are two available lists to send Campaigns with Instant AI

    How this compares to Klaviyo

    In Klaviyo, you normally build campaign audiences using filters. The key difference is whether you include both consent and subscription status:

    Instant AI → All Marketing Subscribers

    = Klaviyo segment: Marketing consent exists AND is Subscribed



    Instant AI → All Emails

    = Klaviyo segment: Marketing consent exists (without “is Subscribed”)



    Common mistake in Klaviyo:

    Merchants often build a segment with “Marketing consent exists” but forget to add “is Subscribed.” This means they’re accidentally sending to contacts who haven’t given marketing permission. If you’ve been doing this in Klaviyo, Instant AI will look stricter — by design.


    How to check your Klaviyo setup

    1. Go to Lists & Segments in Klaviyo.

    2. Open the segment you use for campaigns.

    3. Look for these conditions:

    4. Update your filters if needed to ensure you’re only emailing true marketing subscribers.


    FAQ's

    Which audience should I use for my campaigns?

    Always use All Marketing Subscribers for promotional or marketing campaigns. This ensures you only contact people who have explicitly opted in, which is required for compliance and best for engagement.

    When would I ever use All Emails?

    Only for operational or service-based messages (e.g. account updates, invoices, company updates, or important notices). It should not be used for promotions or marketing.


    Why is my audience smaller in Instant AI compared to Klaviyo?

    Instant AI enforces compliance by default. If you previously used a Klaviyo segment with only “Marketing consent exists”, that list likely included people who never subscribed. Instant AI excludes those contacts, so your audience may appear smaller — but it is cleaner, safer, and more effective.


    What’s the difference between “Marketing consent exists” and “is Subscribed” in Klaviyo?

    Marketing consent exists means the contact has given their email, often at checkout. It does not guarantee they opted into marketing. Is Subscribed means they actively confirmed subscription. To match All Marketing Subscribers in Instant AI, both conditions must be used together.


     


     

    Article URL: https://help.instant.one/how-to-keep-your-campaigns-compliant-with-subscriber-consent Keywords: ## How does Instant AI keep customer subscriber status up to date and compliant?

    Instant AI only sends emails to people who’ve entered their email address on your site and are currently subscribed to email marketing across every platform that you have. This ensures complete compliance between all of your channels that are actively synced in real time.

    Before sending any email, we check in real time to validate if they’re still subscribed in every platform, including:

    1. Instant AI
    2. Shopify
    3. Klaviyo (if connected)

    For every profile, we gather the latest subscription status and prioritise the most recent update and use this to validate we are still compliant to send. If they’re unsubscribed in any of those places, we don’t send the email and will subsequently update all systems. 

    This advanced integration ensures that every channel is in sync and compliant to be sending emails together. For more information about how we automatically import shoppers from all systems read our article here.

    What if I use an ESP other than Klaviyo?

    If you’re using another platform as your ESP that isn't Klaviyo, it's critical to ensure that the platform is actively syncing all subscriber events back to Shopify. We have a robust integration with Shopify to ensure that the marketing email subscription is in sync. As long as your ESP is updating Shopify, we will continue to respect all subscription updates in Shopify, and equally this will ensure your alternative ESP is updating their subscription status if there are updates from Instant AI. To avoid mismatched data, make sure your email platform keeps Shopify in sync and all subscriber status' will remain compliant.

    FAQ’s

    1. What if someone unsubscribes from a Klaviyo or another email provider I'm not integrated with? If you use Klaviyo, we automatically detect that unsubscribe and stop sending. If you use another platform (like Omnisend), we’ll only know about the unsubscribe if it’s synced to Shopify. That’s why it’s essential your ESP updates subscriber status in Shopify. Once you ensure that your ESP is updating Shopify, you can trust that Instant will keep the data compliant and in sync 
    2. Can someone be re-identified if they unsubscribed? We may still recognise who they are on-site using past behaviour, but we won’t send them any emails if they are unsubscribed in any system we check. We will identify them to check if they are their subscription status and won't email. If they explicitly re-subscribe in the future we can update their subscription in all platforms .
    3. How does Instant manage suppressed profiles in Klaviyo?
      By default, if a profile is suppressed in Klaviyo Instant won't email them. Suppressed contacts are managed like unsubscribed contacts and won't be contacted, however we won't sync this data to Shopify. In the instance you've bulk suppressed profiles to manage billing concerns in Klaviyo and want to unsuppress them in Instant please contact your Customer Success Manager or help@instant.one for support to unsuppress profiles in bulk
    Article URL: https://help.instant.one/how-does-instant-ai-manage-subscriber-status Keywords: ## Seasonality and ROI Learn how seasonality impacts ROI and how you can get the most out of Instant.

    An investment into your long term eCommerce success

    Seasonality of sales is a foundation of eCommerce driven by changes in customer behaviour across the year. Given the strong influence of seasonality, brands should understand that the revenue uplift delivered by Instant (ie return on investment or ‘ROI’) will also vary across the year — it’s therefore critical to take a ‘lifetime’ view of ROI across extended time periods rather than focusing on short term changes.

    Our newly released ‘Projected Future Revenue’ feature shows the forecasted revenue uplift from using Instant in future months, helping you get a sense of the ROI you can expect across the year.

    Using Instant to maximise sales is crucial — even during quiet periods!

    Instant’s core value is being able to identify return shoppers that would otherwise be anonymous. During a busy sales period, there are of course significantly more shoppers so identifying as many of them as possible is critical to maximise sales.

    That’s why it’s so important to use Instant to identify loyal shoppers even during quiet periods — whenever these shoppers return to your website, Instant’s unique/proprietary technology will be able to pick up where they left off so you can re-target them, maximising revenue.

    Key seasonal trends and illustrations of how they impact sales

    Seasonal sales trends vary across retail sectors but typically occur around:

    1. Holiday peaks – major shopping holidays like Black Friday, Cyber Monday, and Christmas drive massive spikes in consumer spending across October and November.
    2. Summer/winter seasons – seasonal shifts around the start and end of summer and winter drive sales, eg swimwear sales fall off as winter begins.
    3. Industry specific trends — some sectors experience unique seasonality, such as fitness and wellness booming in January (New Year's resolutions!) or outdoor gear in spring.

    Below are real examples of revenue uplift projections from brands using Instant over the next 12 months (Feb ‘25 to Jan ‘26), illustrating the impact of seasonality:


    Are you a new customer wanting to learn more? Book a demo here!

    Already a customer and wanting to maximise your email marketing conversion during quieter months? Book a meeting with your Customer Success manager!

    Article URL: https://help.instant.one/seasonality-and-roi Keywords: ## Using Instant Audiences with a Custom Store

    Instant has native integrations into platforms like Shopify and BigCommerce. However some sites may be headless sites such as a PWA / React app - where the frontend is hosted separately to the back office platform. Or, you may be running an eCommerce store on an alternative platform like Salesforce, WooCommerce etc.

    For these websites, Audiences will need to be integrated through a custom integration. There are detailed instructions for:

    1. Using Instant Audiences with a WooCommerce Store
    2. Using Instant Audiences with a Neto Store
    3. Using Instant Audiences with a Shopify Headless Store

    If your custom build is not covered by these guides, please keep reading below!

    Please contact your customer success manager if you run into any issues - we are happy to guide you or your developers through this implementation if needed.

     

    Step 1: Installing Instant's Pixel

    The first step of the integration process requires adding Instant's pixel to your site. This allows Instant to identify anonymous shoppers who visit your website.

    1. If you're currently onboarding onto the product, your pixel can be found in the Connect Custom Store step.
    2. If you have already onboarded onto the product, proceed to the Instant dashboard and go to Configuration > Select Custom . You will see a pixel underneath the Custom section.
    3. Add this pixel to the <head> tag of your website's HTML.

     

    Step 2: Tracking Customer Events

    The code snippets below are example track events.

    They are intended as a reference — copying and pasting them directly may not work as-is.

    After implementing these events in the correct places, make sure you're passing all the necessary data used in your email templates.

    Step 3 walks you through this process.

    Event triggers determine when Instant interaction events are sent and contain the payload data for Klaviyo.

    1. Throughout your website, where you would be sending events to Klaviyo, also send them to Instant Audiences by copy pasting the following snippet just below. See examples below.
    window.InstantJS.track("EVENT_TYPE", [{
        provider: "KLAVIYO",
        event: EVENT_DATA
    }]);

    Note that the available events are as follows:

    We recommend adding adding the following three events at a minimum:

    Example code snippets for these events are shown below.

    Example: Checkout started events

    To track when a customer starts the checkout flow, you'll need to execute the following JavaScript code as soon as someone visits the checkout page. The payload data serves as a placeholder to demonstrate the required data structure for Instant Audiences.

    window.InstantJS.track("CHECKOUT_STARTED", [
      {
        provider: "KLAVIYO",
        event: {
          CheckoutURL: "",
          Items: [
            {
              ProductName: "",
              Quantity: "1",
              ItemPrice: "19.95",
              ImageURL:
                ""
            },
            {
              ProductName: "",
              Quantity: "1",
              ItemPrice: "221.95",
              ImageURL:
                ""
            },
          ],
        },
      },
    ]);

    Example: Add to cart events

    To track when a customer adds an item to their cart, you'll need to execute the following JavaScript code when the “Add to Cart” button is clicked.

    One implementation method is to add an event listener to the "Add to Cart" button on relevant pages. When clicked, this will trigger the code shown below. The payload data serves as a placeholder to demonstrate the required data structure for Instant Audiences.

    window.InstantJS.track("ITEM_ADDED_TO_CART", [
      {
        provider: "KLAVIYO",
        event: {
          CheckoutURL: "",
          Items: [
            {
              ProductName: "",
              Quantity: "1",
              ItemPrice: "19.95",
              ImageURL: "",
            },
            {
              ProductName: "",
              Quantity: "1",
              ItemPrice: "221.95",
              ImageURL: "",
            },
          ],
        },
      },
    ]);

    Example: Product viewed events

    To track product views, you'll need to execute the following JavaScript code whenever a customer lands on a product page. 
    One implementation method is to add the following code snippet to the source code of your product page template. This code will trigger when a customer visits the page. The payload data serves as a placeholder to demonstrate the required data structure for Instant Audiences.
    window.InstantJS.track("PRODUCT_VIEWED", [
      {
        provider: "KLAVIYO",
        event: {
          ProductName: "",
          ItemPrice: "370.00",
          ImageURL: ""
        },
      },
    ]);

     

    Step 3: Update Event Properties

    In the code snippet above, the PRODUCT_VIEWED event has a structured event payload:

    event: {
      ProductName: "",
      ItemPrice: "370.00",
      ImageURL: ""
    }

    The properties in this payload will need to match the properties used in your email templates. For example, if you use the property 'event.item_price' in your templates, you will need to change the 'ItemPrice' property to 'item_price'. Similarly, this must be done for any properties your email templates require that are not included in our payload.

     

    Please ensure you are passing through all the necessary data required in your email templates.

    If you make updates to your email templates without updating your integration, Klaviyo may receive incomplete data.

     

    Once this is finalised, your integration with Instant Audiences is complete.

    Please reach out to your customer success manager if you require any assistance.

     

    Article URL: https://help.instant.one/integrate-instant-with-a-custom-store Keywords: ## How Email Navigation Links work with Instant AI

    Instant AI automatically adds navigation links to the top or bottom of your emails, depending on the template you choose. These links help shoppers easily click back into your store and explore key sections, improving engagement and conversion.

    Where do these links come from?

    By default, Instant AI pulls your store’s main navigation links from your Shopify site map. This approach ensures your emails reflect the same links Google indexes for SEO, and that shoppers see consistent, familiar navigation.

    For example:

    If your Shopify site map shows HOME, SALE, NEW ARRIVALS, your Instant AI emails will automatically match this.

    Why use your Shopify site map?

    We use your site map because:

    Learn more about Shopify's site map on their website here

    or why it's critical to have accurate for SEO purposes on the internet here

    Can I change these links?

    Yes — you can fully customise the navigation links displayed in your Instant AI emails.

    To edit them:

    1. Go to Email Settings and then the Brand section in your Instant AI dashboard.

    2. Scroll to the Navigation links section.

    3. Update the Title or URL for any link.

    4. Add or delete links if needed.

    5. Click Save to apply your changes.

    Once saved, these updates will appear the next time your emails are sent.

    💡 Tip: Different email templates display navigation links differently. If you want the links to appear more or less prominently, you can try switching templates under Brand → Change Template.

    Best practice recommendation

    If any links are outdated or incorrect in your emails, we suggest updating your Shopify site map first. This keeps your store structure clean for both Google and Instant AI.

    But if you prefer, you can simply override the links directly in Instant AI’s Brand settings without making changes to your store.

     

     

     

     

     

    Article URL: https://help.instant.one/how-do-email-navigation-links-work-with-instant-ai Keywords: ## How to use Rules in your Flows

    Rules let you conditionally show or replace content in your Instant AI emails — without changing how your flows work. Instead of rebuilding flow logic, you control which parts of your email design appear based on filters like shopper location, purchase history, Shopify tags, or a scheduled date range.

    Your flows continue to send automatically as normal. Rules only affect what the recipient sees inside the email.

    What can you do with Rules?

    Rules are useful any time you want different shoppers to see different email content. Common examples:

    How Rules work

    There are two ways to use Rules in an email:

    1. Add a new Rule block

    This inserts a new block into your email that only appears when a condition is met. If no condition is met, nothing shows in that spot. Because you add it at the touchpoint level, you can insert different conditional content at different points in a flow.

    2. Add a Rule to an existing block

    This replaces an existing block with a conditional version. The original block remains as the default and shows to anyone who doesn't meet the condition. When a condition is met, the rule overrides the default with a different block.

    Because the replacement applies to that block everywhere it is used, any changes will apply across all touchpoints and flows automatically. This makes it a powerful way to update content in bulk. If you want fine-grained control per touchpoint, use a new Rule block instead.

    What filters are available in Rules

    When you create a Rule, you set the condition using a filter. The available filters are:

    1. Date
    Show content during a named scheduled date range (e.g. Black Friday, Spring Sale). Date rules are managed centrally and can be reused across multiple emails. See Scheduled date rules below.

    2. Location
    Target shoppers based on their country. You can set the condition to In or Not In and select one or more countries from the list.

    3. Purchased
    Filter based on purchase history. Options include any product or selected products, total spend amount, and a date range (e.g. purchased in the last 60 days).

    4. Email Activity
    Target shoppers who have opened or clicked an email. You can filter by any email or a specific email, within a defined date range.

    5. Shopify Tag
    Match shoppers based on their Shopify customer tags. You can filter by Has All, Has Any, or Has None of the selected tags, and search from a live list pulled from your store.


    Else conditions

    You can chain multiple conditions onto a single rule using else logic. Conditions are evaluated in order: if the first condition is met, that block shows. If not, the next condition is evaluated, and so on. If no conditions are met, the default block shows (for a replace rule) or nothing shows (for an add rule).

     

    How to use scheduled Date Rules 

    Date rules let you schedule content to appear and disappear automatically across your emails. You give the date range a name (e.g. Spring Sale), set a start and end date and time, and any blocks using that rule will automatically activate and deactivate on schedule.

    Because date rules are centralised, one rule can be attached to multiple blocks across multiple emails. If you need to update the dates, for example, to extend a sale, you only need to edit the rule once and it updates everywhere it is used.

    Creating a date rule

    1. Go to Template Designer and click Manage Rules
    2. Click Create New Rule
    3. Give the rule a name, set the start and end date and time, and save
    4. The rule is now available to select as a filter when adding or editing a Rule block

    Editing a date rule

    1. Click Manage Rules from the Template Designer
    2. Select the rule you want to edit
    3. Update the name, start date, or end date and click Update Rule

    Changes apply everywhere the rule is in use. Once the end date passes, the rule deactivates automatically and emails return to their default.

    Pausing Instant Coupons during a date rule

    When creating or editing a date rule, you can optionally check Pause Sending Instant Coupons in Emails during this time. When enabled, any Instant-managed coupons will not be included in emails for the duration of the rule. This is useful during a sitewide sale when you may not want to send additional discounts on top of your existing promotion.

    Adding a Rule block to your email

    1. Go to Template Designer, select a flow from the left, and click Edit Template
    2. In the Add blocks panel on the left, find the Rule block — it has a green outline to distinguish it from standard blocks
    3. Drag or click to place it in your email
    4. Click Select filter in the left panel and choose your filter type
    5. Configure the filter conditions and click Apply
    6. Select a block type to show when the condition is met
    7. To add additional else conditions, click + Add condition
    8. Click Save Changes when done

    Adding a Rule to an existing block

    1. In the email editor, click the block you want to add a rule to — a Rule button will appear in the left panel

    2. Click Rule
    3. Click Select filter, choose your filter type, configure the conditions, and click Apply
    4. Select the block type to show when the condition is met — this will replace the default block for shoppers who match
    5. To add additional else conditions, click + Add condition
    6. Click Save Changes when done

    Shoppers who don't meet any condition will see the original default block.

    Note: Because this block is used across your emails, any rule you add here will apply everywhere that block appears.

    Deleting rules

    There are three levels of deletion when editing a rule on an existing block:

    Previewing Rules

    While editing, you can check how your rules will look using Preview mode.

    1. Toggle Preview on in the top right of the editor
    2. The email switches to a compiled read-only view — a green banner appears at the top showing Previewing [name] by default
    3. Click the dropdown on the banner to switch to a specific rule variation — the banner updates to Previewing rule [rule name] and the email updates to show that rule's content
    4. Toggle Preview off to return to editing

    You can also preview rules from the Template Designer without entering edit mode. If you have rules configured, a Preview email as dropdown appears above the flow list. Select a flow, then use the dropdown to preview the email as a specific rule variation.


    Managing Rules from the Template Designer

    Click Manage Rules in the top right of the Template Designer at any time to view, edit, create, or delete your scheduled date rules. Each rule shows its name, date range, number of blocks it is applied to, and whether it is currently live or scheduled.

    If you have no rules configured yet, the Preview email as dropdown will not appear — only Manage Rules is shown.

    Article URL: https://help.instant.one/how-to-manage-rules-in-your-emails Keywords: ## How do Price Drop Flows work?

    The Price Drop Flow automatically emails shoppers when a product they interacted with drops in price.

    It’s designed to recover interest from shoppers who viewed or carted a product but didn’t purchase, encouraging them back when the price becomes more attractive.

    We check the current price against the price at the time the shopper last interacted with the product, regardless of when you enable the flow. If the current price is lower and meets our threshold, we send a tailored, high-converting email.

    Key behaviours:


    FAQs

    How does Instant AI decide when to send a Price Drop email?

    We compare the price of a product at the time the shopper last viewed or added it to cart, with the current price.

    If the price has dropped by at least 10% and the shopper hasn’t purchased or removed it from their cart, the flow triggers.

    Does it matter when I enable the Price Drop flow?

    No. We look back at shopper behaviour up to 60 days.

    Even if a price reduction occurred before you enabled the flow, we’ll identify shoppers who last saw the product at a higher price.

     

    What discount message appears in the email?

    Our AI automatically determines which discount format is most appealing:

    If a shopper viewed multiple products and they all go on sale, will they get emails for all of them?

    No. We only enrol a shopper in one Price Drop Flow at a time.

    If they viewed multiple products that later drop in price, we automatically select the most recent product they interacted with as the focus of the email.

    This keeps the message relevant and avoids sending multiple emails at once.

    What if there’s an error with pricing?

    We have safeguards in place:

    Will shoppers receive Price Drop emails for every item on sale?

    No. The flow focuses on individual shopper history — we don’t send blanket emails for general site-wide sales.

    We’ll only send when a product they personally viewed or carted is now significantly cheaper.

    Does this work for every product type?

    Price Drop works for standard products with clear price history.

    It excludes products where historical price comparison isn’t reliable (e.g. dynamic pricing, pre-orders, backorders).

     

    Article URL: https://help.instant.one/faqs-for-price-drop-flows Keywords: ## How does Instant Audiences impact email deliverability?

    Instant Audiences targets opted-in shoppers, meaning deliverability for emails triggered by Instant Audiences should match that of your existing email marketing campaigns.

    Article URL: https://help.instant.one/deliverability Keywords: ## Does every event in Klaviyo result in an email? In a typical customer browsing session, multiple events can be triggered by a single action, but only one email will be sent. This is normal behavior and aligns with Klaviyo’s native integrations.

    Common Scenarios Where One Session Can Trigger Multiple Events:

    1. Multiple Actions Prior to Flow Enrollment (Cart Viewed / Checkout Started)

    A customer may trigger multiple actions before being enrolled in a flow, causing multiple events to be recorded, even though they are enrolled in a single flow.

    For example:

    Say Bruce visits a site, adds an item to his cart, and then proceeds to checkout before leaving the site.

    Even though Bruce triggers two separate events (adding an item to the cart and proceeding to checkout), he is only enrolled in one flow and will only receive one email.

    The Cart Viewed/Checkout Started flow is one flow but since it is triggered by two actions, it sends two events. 

    2. Page Refresh Triggers Multiple Events

    If a customer refreshes their page, it can result in the same set of events being triggered again.

    Example:

    If the customer refreshes the page, these three events will be triggered again. As a result, the customer may trigger the same events multiple times within a single session. However, they will still only receive one email per flow enrollment.

    3. Viewing Multiple Products in One Session

    When a customer views several products within the same browsing session, multiple events are triggered. While the Browse Abandonment email flow is designed to send one email per viewed item, it is essential to set a cooldown period to prevent sending duplicate emails for the same session.

    Example:

    In this case, three separate events are triggered, and Melody would receive a Browse Abandonment email for the trousers. If the site has a cooldown period of 15 minutes, the system would prevent Melody from receiving three separate emails for each product viewed.

    However, without a cooldown period, Melody would receive three emails—one for each product she viewed.

     

    To learn more about Cool down periods, visit this guide here

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Article URL: https://help.instant.one/would-klaviyo-event-trigger-email Keywords: ## Integrate Instant with Shopify's tracking consent (cookie) banner Instant integrates with Shopify's cookie banner feature, which makes it easy to request shopper consent for tracking.

    In some markets, it is necessary request consent from shoppers for tracking. Shopify's cookie banner functionality makes this easy, and can be use for both cookie-based and cookie-less tracking.

    Shopify's cookie banner functionality will detect whether the shopper is in a region that requires consent from shoppers for tracking, and if so, display a simple consent pop-up on your website (Shopify also allows you to override their standard configuration, showing cookie banners in any specific region you like). If a shopper consents, Shopify will then load your tracking scripts that are configured to require permission.

    Using Instant with Shopify's cookie banner

    If you wish to require shopper consent for Instant's analytics functionality, you can easily configure Instant to work with Shopify's cookie banner.

    1. In your Shopify dashboard, under Settings → Customer events, find and edit the custom pixel for Instant Audiences.
    2. Set Permission to Required  and Data sale to Data collected does not qualify as data sale.

    In regions where this is required, Instant's tracking will now only load for shoppers who consent to tracking.

    Article URL: https://help.instant.one/shopify-tracking-consent Keywords: ## How do I manually add Audiences Product Viewed tracking for Shopify?

    If you have installed the Instant pixel for Shopify and are not receiving product viewed events from Audiences, please manually add tracking directly to your website.

     

    Please note that this only works if you are also use the Klaviyo app for Shopify.

    1. Proceed to the Shopify dashboard, and click on Online Store.
    2. Click on Edit code
    3. Proceed to your theme.liquid file
    4. Inside theme.liquid, locate the </title> line. Below this line, insert the following snippet of code
      <script>
          const manualInstantProduct = setInterval(() => {
              if (window.item) {
                  window.InstantJS.track('PRODUCT_VIEWED', [
                      {
                          provider: 'KLAVIYO',
                          event: window.item,
                      },
                  ]);
                  clearInterval(manualInstantProduct);
              }
          }, 500);
      </script>
    5. Your theme.liquid should look like this:
    6. Click Save.
    7. Product Viewed events will now start manually firing to the Instant pixel. You will see Product Viewed start showing in integrations soon, such as Klaviyo.
    Article URL: https://help.instant.one/add-product-viewed-tracking-shopify Keywords: ## How to send an SMS Campaign with Instant AI

    Instant supports SMS as a step type inside multi-step campaigns, alongside email. This article covers why SMS in campaigns matters, how to add and write an SMS step, and what to expect after you send.

    If you haven't enabled SMS for your account yet, start with the SMS setup guide first.

    1. Why send SMS campaigns
    2. Before you start
    3. Creating from scratch
    4. Adding to an existing campaign
    5. Writing your SMS
    6. Scheduling your SMS
    7. What your customer receives
    8. How we know who to send to
    9. Analytics for sent campaigns
    10. FAQ's

    Why send SMS campaigns

    SMS reaches shoppers in a way email can't. Most texts are read within minutes of delivery, and open rates sit far above what's achievable on email. That makes SMS the right channel for moments that need attention right away: sale launches, last-chance reminders, restocks, exclusive drops, anything where timing matters.

    It's also the channel shoppers are most protective of. They expect SMS to be short, useful, and infrequent. Used well, that gives every send a much higher chance of converting than the equivalent email.

    The best SMS campaigns sit alongside email, not instead of it

    It's rare to send a campaign as SMS only. The strongest results come from pairing channels: an email that does the storytelling, the visuals, and the detail, plus an SMS that delivers the urgency or reminder. Common patterns include:

    This is why SMS in Instant only lives inside multi-step campaigns. You can send a one-step SMS-only campaign if you need to, but the structure is built for sequencing channels together.

    Why send SMS through Instant

    Adding SMS through Instant means you're not running a parallel program in another tool. You get:

    Before you start

    SMS in Campaigns requires SMS to be configured on your account first. Once that's done, you can write campaigns that include SMS steps in any combination with email.

    1. Available for Australian phone numbers only. Shoppers with international numbers are skipped automatically. See Enabling Instant AI SMS in Australia for the full setup.
    2. Set your brand prefix. Every SMS you send through Instant starts with a brand prefix that identifies your business. See Customising your SMS brand prefix for the options.
    3. Capture SMS subscribers. Make sure you're collecting SMS consent through your sign-up form, pop-up, or an integrated platform. Existing subscribers synced from Klaviyo or Shopify are picked up automatically. Instant only sends SMS to shoppers who have given explicit SMS consent.

    Creating an SMS in a multi-campaign from scratch

    Adding SMS to an existing campaign

    You can add an SMS step to any multi-step campaign, even if every other step is an email. For example, if you have three email touchpoints, you can add an SMS as a fourth step, or insert one between two emails.

    1. Open the multi-step campaign you want to edit.
    2. Click New step.
    3. Choose Add SMS.
    4. Draft your message.

    Writing your SMS

    When you click Add SMS, the message editor opens with your brand prefix already inserted (for example, EM'S:). The prefix, the unsubscribe line, and your link are all part of the final SMS your customers receive.

    The brand prefix

    Your prefix is set in SMS Settings, not inside the campaign. Whatever you've configured there will pre-fill at the start of every SMS you draft. You can delete the prefix from an individual campaign if you want to, but you must include your business name somewhere else in the message body. See Customising your SMS brand prefix for more.

    Character limit

    You have 120 characters to write your message, which includes your prefix. The remaining space in the SMS is reserved for your link and the auto-appended Reply STOP to unsubscribe line.

    The character count updates live as you type. If you add an emoji or special character, the count drops automatically to keep your message to a single SMS. For the full breakdown of how this works, see Understanding SMS character limits.

    Adding a link

    Every SMS must include a link. SMS attribution is based entirely on click tracking, so a link is the only way Instant can attribute revenue back to the SMS.

    By default, your link will be set to your store URL. You can change it to any URL you want by editing the Link field. The link is auto-appended after your message and is not part of your 120-character limit.

    Adding a variable

    You can personalise your SMS with the shopper's first name.

    1. Click Add variable.
    2. Choose First name.
    3. Set a fallback value. The fallback is used if the shopper's name is unknown, or if including their name would push the SMS over the character limit.

    First name is the only variable currently supported in SMS campaigns. See Understanding SMS character limits for how variables affect your character count.

     

    Scheduling your SMS

    Each step in your multi-step campaign has its own send date and time, set when you build the step. SMS steps are scheduled the same way as email steps.

    Instant sends at the exact time you choose, in your store's local time zone. There are no enforced quiet hours, so it's your responsibility to pick a sensible time for your audience. Avoid late nights, very early mornings, and any times that aren't appropriate for marketing messages.

    What your customer receives

    Every SMS sent through Instant includes:

    1. Your brand prefix (or your business name if you've removed the prefix)
    2. The message body you wrote
    3. Your link
    4. The Reply STOP to unsubscribe line, automatically appended

    Here's an example:

    EM'S: New arrivals just dropped. First look here: https://insst.io/tYynpi Reply STOP to unsubscribe

     

    draft-messag

     

    How we know who to send to

    You only pick one segment for the entire campaign, not a separate audience per step. From there, Instant automatically works out who in that segment is eligible to receive each step, based on what they're subscribed to.

    You don't need to build separate campaigns for each channel. One sequence runs, and every contact only receives the steps they've opted into.

    Reading the audience breakdown

    When you select your segment, you'll see an estimated breakdown:

    The email and SMS counts will often add up to more than the total contact count, and that's expected. A contact who is subscribed to both email and SMS is counted once in the contact total, but appears in both the email and SMS counts. The email and SMS numbers are forecasts of how many sends each channel will produce, not a unique-person count.

    After your campaign sends

    Once your campaign is live, SMS appears in your campaign analytics as its own step, alongside any email steps. Send volumes, clicks, attribution, and revenue are all reported in the same place as email, so you can compare both channels directly within the same campaign.

    Compliance reminder

    Every commercial SMS you send must clearly identify your business. The default brand prefix takes care of this for you. If you ever remove the prefix from a campaign, make sure your business name appears somewhere else in the message body. Sending commercial SMS without proper sender identification can breach the Australian Spam Act.

     

    FAQs

    Can I edit or cancel a scheduled SMS campaign?

    Yes. Open the scheduled campaign and make your changes. Editing moves the campaign back to draft, where you can reschedule it when you're ready. To cancel a scheduled send, edit the campaign to send it back to draft and leave it there.

    Can I send a test SMS to myself before launching?

    No. The Send Preview option is email only. You can't send a test SMS to yourself before the campaign goes live, so review your message carefully in the phone preview on the right side of the editor before scheduling.

    Can I include more than one link in an SMS?

    No. Every SMS sends with exactly one link, set in the Link field of the step. The link is the only way Instant tracks attribution for SMS.

    Does Instant support sending images or MMS?

    No. SMS in Instant is text only. Images and MMS aren't supported.

    If a shopper unsubscribes between steps, do they still receive the rest of the campaign?

    No. Once a shopper unsubscribes from SMS, they're removed from any remaining SMS steps in the campaign immediately. They can still receive email steps if they're subscribed to email.

    How does this interact with SMS I'm already sending through Klaviyo or another tool?

    If you're sending SMS for the same audience through both Instant and Klaviyo, shoppers may receive duplicate messages. Customers tend to be far less forgiving of duplicate texts than duplicate emails, so we recommend sending SMS through one platform at a time. Unsubscribes sync both ways with Klaviyo if you have an integration.

    Does Instant respect Australian quiet hours or send-time restrictions?

    No. Instant sends at the exact time you schedule. It's your responsibility to choose appropriate sending times for your audience.

    Where does SMS revenue show up in my analytics?

    SMS revenue is included everywhere campaign revenue appears, including the main dashboard, the campaigns overview, and the individual campaign view. It's reported alongside email so you can see total campaign performance and per-channel performance in the same place.

    Related articles

    Article URL: https://help.instant.one/how-to-send-an-sms-campaign-with-instant-ai Keywords: ## Why is my Meta Events Manager showing duplicate events?

    What is Instant Targeting?

    Instant Targeting solves a critical problem: your Meta ads aren't performing as well as they could because Facebook doesn't have enough information about your customers. When visitors browse your site anonymously or provide limited information, Meta's algorithms struggle to optimise your ad targeting and bidding.

    Before Instant Targeting: Meta receives basic, often anonymous event data (someone added to cart, but Meta doesn't know who)

    After Instant Targeting: Meta receives enriched events with detailed customer information, enabling smarter ad optimization and better ROAS

    Understanding Instant’s Meta integration and deduplication

    What You'll See (And Why It's Normal)

    Important: When you first enable Instant Targeting, you'll see significantly more events in your Meta Events Manager. This is completely normal and expected.

    For example, if Meta records 100 add-to-cart events on the browser, and 100 add-to-cart events on the server, Instant’s integration will send another 100 add-to-cart events server-side — resulting in 300 events being displayed in Meta Events Manager initially. 

    Why this happens: Meta shows all events received before deduplication. Instant sends enhanced versions of your existing events, so Meta initially displays both the original and enhanced events.

    How the Integration Works Behind the Scenes

    Whenever one of your customers takes an action, like adding an item to their cart or making a purchase, several systems send records of that event to Meta.

    The browser pixel might send a basic record, Shopify’s server-side integration sends another, and Instant Targeting sends an enhanced version, all containing an identical deduplication ID for that specific user action.

    If we look at a real example, suppose Jane visits your website and adds a product to her cart.

    1. The browser pixel records her “Add to Cart” event with limited, often anonymous, customer details.
    2. Shopify’s server integration might also record Jane’s action but again without much customer information attached.
    3. Instant Targeting, however, records the same event but supplements it with Jane’s email, prior purchase indicators, and engagement history (if available). 

    What Happens Next: Automatic Deduplication

    The events from Instant's Meta Integration carry the same deduplication ID as events sent from either:

    1. The browser (via Meta Pixel Integration)
    2. Other server-side providers (e.g., Shopify's native server-side integration, or another server-side integration provider).

    This deduplication ID ensures that Facebook can identify and group duplicate events, preventing double attribution. Within 24-48 hours, Facebook's deduplication system:

    1. Groups events with matching deduplication IDs

    2. Selects the event with the richest customer data (typically Instant's enhanced event)

    3. Uses that enhanced event for ad optimization while discarding duplicates

    As a result, after this brief window, the event counts stabilize and return to normal ranges, and Meta starts making smarter optimization decisions thanks to the superior customer data included with each Instant event.

    Note that this behaviour is not specific to Instant — we're just following Meta's best practices. Other products that utilise Meta's conversions APIs also send duplicate events, using de-duplication IDs the same way we do.

    What Makes an “Enhanced” Event?

    Enhanced events from Instant Targeting stand out because they are populated with rich customer attributes.

    This context empowers Meta to find more lookalike high-value shoppers, improve audience match quality, and raise overall campaign performance by allocating ad spend more efficiently.

    Because Instant Targeting works by adding value, rather than replacing your other integrations, you can safely run it alongside Shopify, Klaviyo, Google Tag Manager, or other Meta API providers.

    How to Verify Everything is Working Correctly

    The most obvious sign the integration is working is an initial jump in event counts. Over the first week, you may also see Meta’s “Event Match Quality” scores climb and begin to notice upward trends in your ad performance metrics.

    If after enabling Instant you see no change in event volume, or if your events suddenly disappear from Events Manager, it could signal a misconfiguration (for instance, a deduplication ID mismatch).

    In such cases, our support team is available to help — simply email help@instant.one with your website URL and a detailed description of your issue.

    Conclusion

    When using Instant’s Meta integration, duplicate events in Meta Events Manager are expected as server-side events mirror those sent from the browser or other providers.

    However, thanks to Facebook’s deduplication mechanism, these events are grouped, and the event with the most enriched customer information is used for reporting and optimization. This ensures your marketing data remains accurate and effective.

    For further reading, check out Facebook’s documentation on event deduplication: Facebook Deduplication Docs.

    Article URL: https://help.instant.one/meta-events-manager-duplicate-events Keywords: ## How to place test orders on Instant Checkout

    Place test orders to confirm that orders are flowing correctly through to your e-commerce backend. Follow these steps to make sure the Instant Checkout is functioning as expected:

    Initiate Checkout

    Log In or Sign Up

    Select Delivery Option

    Enter Payment Details

    Test Coupon Codes

    Complete Purchase

    Verify Order

    Test Order Refunds and Cancellations

    By following these structured steps, you can thoroughly test and ensure that the Instant Checkout feature is functional and ready for deployment.

    Article URL: https://help.instant.one/test-instant-checkout Keywords: ## Instant Release Notes | Q1 2026

    More ways to conditionally show email content with Rules

    Released 10th April 2026

    What's new?

    Read more about how to manage rules with our documentation here

    shopper-rules

    More design options for buttons and dividers

    Released 10th April 2026

    What's new?

    custom_button

    Improved design for empty blocks & re-using layout blocks

    Released 20th March 2026

    What's new?

    new-block-selector

    Extra padding settings on images and text blocks

    Released 20th March 2026

    What's new?

    custom padding settings

    Quick URL sharing for email previews

    Released 20th March 2026

    What's new?

    click-link-individual-email

    Easily re-order blocks with an improved drag & drop experience

    Released 13th March 2026

    What's new?


    improved-drag-drop

    Show/hide compare-at prices on Dynamic Product

    Released 13th March 2026

    What's new?

    compare-at-price

    Layouts in Email Designs

    Released 11th March 2026

    What's new?

    layout-block

     

     

    Active on Site Filter in Segments

    Released 9th March 2026

    What's new?

    active_on_site_filter

    Deliverability Dashboard

    Released 5th March 2026

    What's new?

    Learn more about the Deliverability Dashboard →


    deliverability

    Custom Shopper Segments for Campaigns

    Released 3rd March 2026

    What’s new?

    You can now create and save dynamic Shopper Segments and use them directly in Campaigns. This release introduces advanced audience segmentation across both the Shoppers page and Campaigns, giving you more control over who you target and why.

    On the Shoppers page

    You can now:

    Segments are fully dynamic and automatically update as shopper data changes.Every account includes a default All Shoppers segment, which represents your complete database.

    In Campaigns

    You can now:

    For multi-step campaigns, you can review and update the selected segment from the Contacts tab without rebuilding the campaign. Campaign eligibility is evaluated at send time, ensuring emails are only delivered to subscribed shoppers.

     

    Improved Drag & Drop file uploader for Images

    Released 25th February 2026

    What's new?

    drag-drop-editor

    Updated Shopify Installation Instructions

    Released 25th February 2026

    What's new?

    new_shopify_instructions

    Winback flows can be reduced to 1 touchpoint only

    Released 24th February 2026

    What's new?

    Exclude Shoppers with Shopify Tag from Flows

    Released 23rd February 2026

    What's new?

    You can now exclude shoppers from specific flows using Shopify tags, giving you more control over who receives certain emails.

    This makes it easier to avoid sending low-intent emails to shoppers who were already likely to convert, such as B2B/Wholesale customers and subscription customers. 

    shopif_tag_exclusion

    Branding is now called Email Settings

    Released 19th February 2026

    What's new?

    new-tabs-email-settings

    Improved Email Editor UX

    Released 18th February 2026

    What's new?

    Pop-up Analytics

    Released 18th February 2026

    What's new?

     

    NEW Multi-step Campaigns 

    Released 9th February 2026

    What's new?

    Learn how to use it here

    start-multi-step

    Improved Campaigns Analytics

    Released 2nd February 2026

    What's new?

    insights-updates

     

    New Deliverability Chart on Flow Analytics

    Released 21st January 2026

    What's new?

    deliverability-metrics

    More metrics on your Flow Analytics

    Released 20th January 2026

    What's new?

    Product Updates feed now in the Growth Hub

    Released 16th January 2026

    What's new?

    product-updates

    Labs Dashboard now shows analytics on all abandonment flows

    Released 16th January 2026

    What's new?

    Labs-switcher

     

     

    New Options for Individual Products on Product Blocks

    Released 9th January 2026

    What's new?

    Screenshot 2026-01-09 at 4.46.04 PM

     

    Article URL: https://help.instant.one/instant-release-notes-q1-2026 Keywords: ## How can I update my payout bank account?

    We understand you may need to update your bank account details from time to time and this is absolutely something Instant can assist you with.

    Currently we don't have the ability for you to adjust this yourself in the merchant dashboard. However, we are more than happy to update this for you on our end.

    Please email help@instant.one with the following details:

    We will update this for you within 24 hours and the changes will take affect before the next payout (every business day).

    Article URL: https://help.instant.one/update-payout-account Keywords: ## How to exclude certain shoppers from receiving Instant AI emails

    Instant AI gives you multiple ways to exclude shoppers from receiving emails. These exclusions work at different levels, depending on whether you want to stop all emails or only specific flows.

    Below is a breakdown of each option, how it works, and when to use it.


    Shopify tag Exclusion

    Instant AI automatically imports all Shopify tags associated with a shopper profile. You can view these tags by viewing Shoppers > Opening any shopper profile > Reviewing the list of Shopify tags on their profile. Many merchants already use Shopify tags via, subscription tools, Loyalty platforms, B2B workflows, Forms, lists, or automations.

    Shopify tag exclusion lets you exclude shoppers from specific flows, based on a tag.

    Example
    Exclude all shoppers with the tag “B2B” from the Browse Abandonment flow.

    In this case:

     

    Visibility in the shopper profile

    When viewing a shopper, you’ll see their Shopify tags and any flows they are excluded from. This makes it easy to understand why a shopper didn’t enter a flow. Shopify tag exclusions are commonly used to avoid attribution issues with subscription customers, Prevent browse or cart emails for shoppers who were already likely to purchase or handle B2B or internal customer groups cleanly.

    How to Configure

    To configure domain and Shopify tag exclusions:

    1. Go to Settings

    2. Open Email Settings

    3. Select Preferences

    4. Scroll down to Shopify Tags

    5. Enter a list of Shopify Tags you would like to exclude

    6. Select which flows to exclude them from

    7. Save your changes

    You can use the tag instant_exclude if you would like a pre-configured tag to use, otherwise simply enter the name of the tag that you'd like to add. The tag is case sensitive so it's important to check the case and formatting to confirm it's accurately working. 

    Domain Exclusion 

    By default, Instant AI automatically excludes your own business domain and any Instant team member email domains from triggering your flows. This prevents you or your team from accidentally triggering abandonment flows and paying for emails sent to yourselves. You may also wish to manually add additional domains if you operate multiple businesses, or share domains across brands or want to exclude internal, test, or partner email addresses.

    It’s important to note:

    This is useful for avoiding unwanted flow enrolment without fully suppressing shoppers.

     

    Manually Suppress a Profile

    Suppressing a profile is the strongest form of exclusion in Instant AI. A suppressed shopper will never receive any Instant AI emails, regardless of their subscription status. This includes all flows, campaigns and any future Instant AI emails. 

    It’s important to note:

    1. A shopper can still be marked as subscribed and suppressed at the same time

    2. Suppression skips checking subscription status entirely and won't email them

    3. By default, no shoppers are suppressed


    How to suppress a profile

    1. Go to Shoppers

    2. Search for the shopper and open their profile

    3. Click the three-dot menu on the right-hand side

    4. Select Suppress

    Once suppressed, the shopper’s profile will display a “Suppressed” badge, shown alongside their subscribed or unsubscribed status. Use suppression when you need a guaranteed, permanent exclusion for a specific shopper.

     

    FAQs

    What’s the difference between suppressing a shopper and excluding them via tags or domains?

    Suppressing a shopper is a complete, permanent exclusion — they will never receive any Instant AI emails. Shopify tag and domain exclusions are more targeted and only prevent enrolment in specific flows (or flows in general), while still allowing other communications where applicable.

     

    If a shopper is suppressed, can they still receive campaigns?

    No. Suppressed shoppers will not receive any flows, campaigns, or future Instant AI emails under any circumstances.

     

    If a shopper has an excluded domain, can they still receive emails?

    Shoppers with excluded domains will not enrol in flows. They can still receive campaigns if they explicitly subscribe.

     

    What happens if a shopper matches multiple exclusions?

    The strongest rule always applies. Suppression overrides all other settings. If a shopper is not suppressed, Shopify tag and domain exclusions are evaluated next.

     

    If I remove a Shopify tag, will the shopper be able to enter the flow again?

    Yes. Shopify tag exclusions only apply while the tag is present. If the tag is removed, the shopper becomes eligible for the flow again (based on the flow’s normal entry rules).

     

    Can I see why a shopper didn’t enter a flow?

    Yes. When viewing a shopper profile, you’ll see their Shopify tags and any flows they are excluded from, making it easy to understand why they were skipped.

    Article URL: https://help.instant.one/how-to-exclude-certain-shoppers-from-receiving-instant-ai-emails Keywords: ## Why are Klaviyo add to cart events sending erroneously?

    An outdated Klaviyo tracking script installed on Shopify stores before July 2024 may cause Klaviyo Add to Cart events to be fired erroneously.

    As Audiences sends events for each Klaviyo Add to Cart event, this may also result in erroneous Audiences Add to Cart events to be emitted.

    This issue affects your integration if either of the below occurs:

    Please note that even with multiple add to cart events firing, only the first one will trigger a flow, as long as your flow has a "has not been in flow in X days" filter.

    Why is this happening?

    On your Shopify store, you may have added the following code to product pages to support add to cart tracking (provided as part of Klaviyo documentation, which is located here)

    if (`${window.location.origin}/cart/add.js`
       .includes(res.url)) {
       addedToCart()
    }

    An easy way to identify whether you have this script installed, is searching for "cart/add.js" inside your "Elements" under Devtools. If you are able to identify a script that looks like the snippet of code above, you have the outdated script installed.

    This snippet of code results in add to cart events being sent erroneously, for example - executing multiple times when someone adds an item to cart.

    Klaviyo has recently updated it's documentation to resolve this issue, but for merchants that onboarded onto Klaviyo before July 2024, this issue continues to be present.

    In Klaviyo's documentation (as of 4th July, 2024), it specifies the code should actually be

    if (`${window.location.origin}/cart/add.js`
        .includes(res.url) && res.url !== '') {
        addedToCart()
    }

    Note the addition of the && res.url !== '' code in the code provided by Klaviyo.

    Without that check, duplicate, unnecessary add to cart events will be sent through for the non-Audiences Add to Cart (ATC) event.

    How do I resolve this issue?

    To resolve this issue, you can either:

    1. Migrate from Klaviyo's manual snippet tracking to their server side tracking.
      Klaviyo has extensive documentation on how to migrate to their server side Add to Cart tracking here: https://help.klaviyo.com/hc/en-us/articles/28709780787355  elithe need for snippets to be used. Instant Audiences' native Add to Cart tracking will kick in if you migrate to Klaviyo's server side tracking which does not rely on manual scripts.
      1. Klaviyo has extensive documentation on how to migrate to their server side Add to Cart tracking here: https://help.klaviyo.com/hc/en-us/articles/28709780787355
    2. Or, if for any reason you wish to keep the manual script tracking, please update your Klaviyo snippet to match the latest Klaviyo documentation.
        1. The newest snippet is located under "Add the snippet to your site". 

     

    Article URL: https://help.instant.one/add-to-cart-events-sending-erroneously Keywords: ## Managing multiple languages and currencies with Instant AI

    Instant AI automatically adjusts the currency and language of your emails to be most relevant to your site and your shoppers. 

    Currency

    The default currency for all emails will default to your default store currency from Shopify. This default is used for all test emails, and any emails where the shoppers currency isn't known (e.g. a campaign for the first time). 

    For Abandonment emails that are triggered from website browsing, we'll dynamically change the email content to match the currency that the user selected. If this is different to your default currency, we'll personalise it automatically to match the shoppers behaviour. 

    For example:

    If your default store is in USD however you have a shopper located in Canada, and they change their currency to CAD while browsing your site, all of the abandonment emails sent during this time will be sent in CAD.

    If this same customer is sent an email that isn't triggered from their own behaviour, such as a Campaign email, they will receive your stores default currency. This is to ensure consistent messaging and branding when the customer isn't receiving an email regarding their own transactions. 


    Language 

    The default language for all emails generated by Instant AI is English.
    We use different localisations of English (e.g. US or British English) based on your Shopify default location. For example, if your Shopify timezone is set to an United States timezone, we will default all copy to US English. Or if your Shopify timezone is set to an Australian timezone, we will default all copy to British English. 

    There is an advanced option for Global brands to have their AI copy generated in the language unique to every shopper. This is available for brands who want to have multiple languages running at once and use AI to manage the translation. This is not available by default to help you remain on brand to a global audience. If you would like the language to be personalised to your individual shoppers, please contact our support team or your Customer Success Manager to discuss setting this up. 


    FAQ's

    Why did my shopper see a different currency to my default store currency?

    If you notice a live shopper email showing a different currency, it usually reflects their own browsing settings. If a shopper changed their currency to one that's different to your default then we'll dynamically change it to match their cart currency. For example, if your store is default to USD, and someone changes their currency to CAD, we'll continue to email the shopper in CAD so that the pricing is relevant to them. 

    To confirm, open the Email Preview. Each email preview shows a Shopper Timeline with what triggered the send and which settings were applied, so you can see exactly why a particular currency appeared.

    Why do my test emails always show one currency?

    Test emails always default to your store’s currency, even if you support others. If you're stores currency is USD, the test emails will always send in USD or if your stores currency is AUD, the test emails will always send in AUD. This behaviour occurs for test emails only and will dynamically change depending on the user settings. 

    Can I force all emails to only use my store’s default currency?

    Instant AI will always honour the currency that the user selected so that it matches their cart. If your settings in Shopify support a customer to change their currency in their cart, we'll match that currency so that their emails and their shopping behaviour are in sync. 

    Article URL: https://help.instant.one/how-instant-ai-manages-different-languages-and-currency Keywords: ## How to Manage Exclusions with Instant AI Coupons

    Sometimes you need more control over how coupons are applied. For example, you may want to:

    In these cases, you’ll need to create and manage your coupons in Shopify, then connect them to Instant AI.

    How to Create a Discount with Exclusions in Shopify

    1. In your Shopify admin, go to Discounts → Create Discount.

    2. Select the type of discount you want (e.g. Amount off products, Percentage off, or Free shipping).

    3. Add your discount details (value, code name, usage limits, start/end date).

    4. Under Applies to, select whether the discount applies to specific collections or products, and exclude any items you don’t want discounted.

    5. Under Minimum requirements, set any spend or quantity rules.

    6. Under Combinations, decide whether this coupon can be used with other discounts.

    7. Save the discount.

    Once this is set up, you can connect it to Instant AI.

    Connecting Your Shopify Coupon to Instant AI

    1. In Instant AI, go to ⚙️ Settings → Coupons.

    2. Select Shopify Coupons and choose your existing Shopify discount.

    3. Instant AI will generate unique, single-use codes, per shopper, from this parent discount, automatically respecting all of your Shopify rules.

    How Instant AI Applies Coupons

    Adjusting Coupon Settings in Instant AI

    Click the ⚙️ Settings on the Coupons page,  to refine how coupons work:

    FAQs

    Can I use exclusions with Smart Coupons?

    No. Smart Coupons are automatically generated by Instant AI and apply to all products. If you need exclusions or custom rules, use Shopify Coupons.

    What happens if an excluded product is featured in an email?

    Instant AI checks eligibility before sending. If no products are eligible, the coupon will be skipped.

    Do Shopify rules still apply at checkout?

    Yes. Shopify always enforces exclusions and rules at checkout, even if a coupon was shown in an email.

    Can I apply different coupons to different flows?

    The one coupon amount you select will apply across all flows you enable it for.

     

    Article URL: https://help.instant.one/how-to-manage-exclusions-with-instant-ai-coupons Keywords: ## How do I setup Audiences flows alongside another provider?

    If you’re using Instant Audiences alongside another provider with Klaviyo abandonment flows, it’s important to set things up correctly.

    This guide will help you prioritize Instant Audiences in your email flows, ensuring you get the best results without overlapping with other providers.

    1. Setup your flow delays:

    For each flow (like Browse Abandonment, Add to Cart Abandonment, etc.), ensure that Instant Audiences comes first in your email delivery order:

    Example:

    How do you setup the Audiences flows?

    Even when setting up Audiences in parallel to another identity resolution provider, continue to set-up the Audiences flows as usual. If you are unsure how to setup the Audiences flows, we have help guides available here.

    Apply filters to prevent duplicate emails

    To avoid the other provider's flows from sending emails to the same customers that either Klaviyo or Instant has already identified, you need to filter out people who have already been identified by Klaviyo or Instant from each of the flows.

    Please apply the following filters to each flow on the other provider. 

    Browse Abandonment Flow

    For the other provider’s Browse Abandonment flow, add these filters:

    Add to Cart Abandonment Flow

    For the other provider’s Add to Cart flow, add these filters:

    Checkout Started Flow

    For the other provider’s Checkout Started flow, add these filters:

    Conclusion

    Setting up flows correctly is important to ensure that the maximum amount of abandoned customers are being abandoned, whilst not sending out duplicate emails.

    By following our setup guides, you will ensure that your Klaviyo flows are set-up correctly and operating without issues.

    If you need help at anytime with your Klaviyo flow setup, please reach out to your customer success manager, or email help@instant.one at anytime.

    Article URL: https://help.instant.one/audiences-setup-alongside-provider Keywords: ## How does Instant AI handle bot activity?

    Bots are automated programs that simulate human behaviour online. In the context of ecommerce, bots can create fake transactions, run fraudulent credit card activity, inflate customer lists, and trigger automated email flows with invalid or fabricated contact details.

    No single tool or platform can eliminate bot activity entirely. Effective bot management is a shared responsibility across your ecommerce stack, your store platform, your email tools, and you as the merchant all play a role. This article explains how Instant AI fits into that picture: what we do automatically, what you can configure, and where the limits of our control are.

    How It Happens

    Bot activity originates at the store level. When a bot completes a checkout or abandons a cart on your Shopify store, it creates a customer record and triggers downstream tools like Instant AI to respond. By the time Instant AI sees that shopper, the bot has already entered your system.

    Sophisticated bots are particularly difficult to catch because they are designed to look like real customers. They rotate IP addresses to avoid being blocked by location, mask their geographic origin to appear as legitimate shoppers, and often use realistic-looking names and email addresses that pass standard validation checks. Some are even capable of completing real transactions with stolen payment details, which makes them indistinguishable from a genuine customer at the point of checkout.

    Shopify is the first line of defence. It is where transactions originate and customer records are created. Shopify provides native fraud scoring on orders and flags high-risk transactions, but it does not automatically block all bot activity, particularly from sophisticated bots that pass checkout validation. Merchants can extend Shopify's capabilities with third-party fraud detection apps available in the Shopify App Store, and this is often the most impactful place to intervene.

    What You Can Do About It with Instant AI

    The following protections are applied to all Instant AI customers without any configuration required.

    Email Address Validation Before any email is sent, Instant AI runs every address through two industry-standard authentication services — NeverBounce and ZeroBounce. These services check whether an address is real and deliverable, likely to bounce, or associated with known bot or spam activity. If an address fails validation, Instant AI will not send to it and will stop processing that contact's details. This catches a large proportion of bot-generated addresses, which are often randomised, invalid, or tied to known spam infrastructure.

    Bounce & Retry Logic Instant AI uses SendGrid for email delivery. If an email is sent and bounces, Instant AI applies delayed retry logic — skipping the next send attempt for that address. This protects your sender reputation if a bot is cycling through the same invalid address repeatedly.

    What You Can Configure

    Domain Exclusions If you have identified specific domains that are consistently associated with bot activity, you can add them to Instant AI's domain exclusion settings. Any shopper whose email matches an excluded domain will be skipped from flow enrollment entirely. This list can be updated at any time as new patterns emerge.

    Examples of domains you might exclude:

    See: How to Exclude Certain Shoppers from Receiving Instant AI Emails


    What Is Outside of Our Control

    Some bot behaviours fall outside of what Instant AI — or any email tool — can reliably detect or prevent.

    Order name or customer name patterns — Instant AI does not filter flow enrollment based on customer names. Name-based detection is unreliable and risks excluding legitimate customers.

    Low-value order amounts — Instant AI does not filter based on order or product value. This is better handled upstream at the Shopify or checkout level using fraud scoring.

    IP address and location masking — Sophisticated bots rotate IP addresses and spoof their location. Instant AI does not have access to IP-level data and cannot use this as a filtering signal.

    Bots using valid email addresses — If a bot uses a real, deliverable address that passes NeverBounce and ZeroBounce validation, Instant AI has no way to automatically identify it as a bot. In these cases, manual identification and domain exclusion is the only available option.

     

    Article URL: https://help.instant.one/how-does-instant-ai-handle-bot-activity Keywords: ## What to do if you're not receiving your Instant Pin Code to Login (OTP)

    Some customers have reported that they don’t receive their login pin code emails, especially when using an email address from an organisation that’s hosted on Outlook. Occasionally, this happens because certain email providers (like Outlook) may block or delay emails from our system. If you experience this, simply retrying the login process can sometimes fix the issue. The system will send another pin code, and this second attempt often gets through.

    Step 1: Check your spam and junk folders

    Search for an email from Instant in your spam, junk, or promotions folder. Sometimes security filters quietly redirect our emails before you see them.

    Step 2: Try requesting the code again

    Go back to the login page and request a new code. Our system will send a fresh one. This second attempt often gets through.

    ⚠️ Important: Only use the most recent code you receive. If you've requested the code multiple times, earlier codes will no longer be valid — only the latest one will work.

    Step 3: Try a different browser or device

    If you're receiving the code but it's saying "verification failed", try:

    Step 4: Try a personal email address

    If you're using a work email (especially one hosted on Outlook, or a company domain with corporate IT management), your organisation's email security may be filtering our codes. Try asking your account admin to add a personal email address to your account instead.

    Step 5: Ask your IT team to whitelist Instant

    If you have access to an IT team, ask them to whitelist the Instant email sending domain so that our login codes are marked as safe and always delivered. This is the most permanent fix for corporate email environments.

    Still stuck?

    If none of the above has worked, please contact our support team. We have an alternative login method available — instead of receiving a code by email each time, we can switch your account to use a password instead.

    To request this, remail  Instant Support and let us know:

    We may require verification from you to confirm your identify, and we'll get you set up as quickly as possible.

    Article URL: https://help.instant.one/how-to-fix-pin-code-login-problems Keywords: ## Spam compliance rates in Klaviyo What is spam compliance rate and how to reduce it

    What is a Spam Complaint Rate?

    Simply put, a spam complaint rate measures the frequency at which recipients flag your emails as spam. It's a ratio that indicates the number of individuals who mark your email as spam compared to the total number of recipients. For instance, if you send an email to 100 people and 5 of them mark it as spam, your spam complaint rate would be 5%. An amazing spam compliant rate is less than 0.01%.

    Calculating Spam Complaint Rate:

    Spam Complaint Rate = (Number of individuals marking your email as spam) / (Total number of recipients) 

    Why Do Spam Complaint Rates Matter?

    Spam complaint rates carry significant implications for your email deliverability and sender reputation. Here's why they matter:

    1. Deliverability: High spam complaint rates can lead to your emails being filtered out or directed straight to recipients' spam folders by email service providers (ESPs). This decreases the likelihood of your emails reaching the intended recipients' inboxes, thereby reducing your deliverability rates.

    2. Sender Reputation: A high spam complaint rate indicates poor email practices or sending content that recipients perceive as unwanted or unsolicited. This can tarnish your sender reputation, making it harder to achieve inbox placement in the future.

    How to Manage Spam Complaint Rates Effectively:

    1. Provide Clear Opt-Out Options: Make it easy for recipients to unsubscribe from your emails by including a visible and accessible unsubscribe link in every email. Respect recipients' preferences and promptly honor opt-out requests to minimize spam complaints.

    2. Monitor Engagement Metrics: Track engagement metrics such as open rates, click-through rates, and conversion rates to gauge the relevance and effectiveness of your email content. Tailor your emails to align with subscribers' interests and preferences to reduce the likelihood of spam complaints.

    3. Maintain Email List Hygiene: Regularly clean your email list by removing inactive or disengaged subscribers. Sending emails to unresponsive or outdated email addresses increases the risk of spam complaints and harms your sender reputation.

    Article URL: https://help.instant.one/spam-compliance-rates-in-klaviyo Keywords: ## A More Granular View Into Instant’s Identification Impact Release Date: Thursday 22nd May

    🆕 What’s New

    We’ve launched a new Shopper Identification Page for Instant Audiences customers.

    On your analytics page, there's a widget that calls out your identification rate compared to Klaviyo's identification rate. But, one thing we keep hearing from our customers is that they want more insights into how this is calculated.

    Today, we're excited to launch a dedicated page that provides comprehensive visibility into exactly how Instant is identifying your website visitors and the direct revenue impact this has on your business.

    ❓ Why We Built This

    Many of you have asked for deeper insights into identification performance beyond the basic percentage metrics. You want to understand the trends and see breakdowns by event types. This dashboard delivers on all these needs, giving you complete transparency into how Instant outperforms traditional identification methods.

    🔎 What You'll Find

    ✅ Available Now

    Instant Audiences merchants can start looking at their shopper identification from their dashboard under “Audiences”. 

     

    Article URL: https://help.instant.one/a-more-granular-view-into-instants-identification-impact Keywords: ## Email compliance best practices in Australia

    Like any email marketing software, it's important that you use Instant in a way that protects your brand reputation and is compliant with Australian spam regulations.

    1. Only send compliant emails

    Australia's Spam Act 2003 and the Spam Regulations outline your responsibilities as an email sender in Australia.

    When sending an email, ensure that it clearly identifies you as the sender and contains your contact information.

    2. Only send emails to engaged shoppers

    In Australia, you may only send marketing emails to consumers who've engaged with your brand in some way. 

    This means that you cannot email someone who has never visited your website, purchased from you, subscribed to a newsletter, or similarly engaged with your business.

    Instant Audiences will never provide you with the email address of someone who has not previously engaged with your brand.

    3. Keep your privacy policy and terms up to date

    When implementing any new website analytics product, businesses should update their privacy policies to keep their customers informed.

    When implementing Instant merchants must update their privacy policies. The following clause is our standard recommendation:

    We use Instant to help us understand how our customers use our site, and use this information to retarget for marketing purposes. You can read more about how Instant uses your Personal Information here: https://www.instant.one/privacy-policy. You can opt-out by contacting help@instant.one

    Merchants should also obtain legal advice specific to their businesses.

    4. Consider brand reputation when sending emails

    From product pricing and visual identity to product manufacturing quality and marketing strategies, everything you do as a business impacts your brand.

    Australians react relatively well to email marketing tactics. In 2020, Australia had the second highest click-to-open rate in the world for marketing emails. 

    Shopper engagement marketing is incredibly common in online retail. Even the most premium brands utilise cart abandonment marketing, discounts for returning shoppers, and other strategies to maximise customer lifetime value.

    Merchants can use insights from Instant Audiences to trigger a variety of email marketing campaigns from their email marketing software. While most choose to configure each of our recommended marketing flows, some innovate and create additional flows, while others only implement a subset of our recommended flows. We encourage brands to find what is right for them, balancing business growth and brand reputation.

    Article URL: https://help.instant.one/audiences-best-practices-au Keywords: ## How to reset your API key If you have lost access to your API key, navigate to your Apps and Sales channels to reset your API key.

    Step 1 : Go to Settings and In the Overview tab, select Uninstall app from the top-right corner.

    image (1)-3-2

     

    Step 2: Click Uninstall.

    image (2)-2-1

     

    Step 3: To generate a new API key, click Install App. 

    image (3)-1-1

     

    Step 4: Click Install.

    image (4)-4-1

     

    Step 5: Click Reveal token once.

    image (5)-3-1

     

    Step 6: Copy the access token.

    image-Dec-04-2024-10-51-57-6003-PM-1

     

    Step 7: Log into your Instant Dashboard and select Configuration in the left hand panel.

    Screenshot 2024-12-05 at 7.43.02 PM

    Step 8: Click on the 'Step 2: API Setup' tab and scroll down to Step 11. Next, paste the access token into the Access Token field and click Verify.

    image (1)-4-1

     

    Article URL: https://help.instant.one/reset-api-key Keywords: ## Instant Audiences compliance best practices

    Like any email marketing software, it's important that you use Instant Audiences in a way that protects your brand reputation and is compliant with Australian spam regulations.

    1. Only send compliant emails

    Australia's Spam Act 2003 and the Spam Regulations outline your responsibilities as an email sender in Australia.

    When sending an email, ensure that it:

    Clearly identifies you as the sender Contains your contact information Makes it easy to unsubscribe and opt-out

    2. Only send emails to engaged shoppers

    In Australia, you may only send marketing emails to consumers who've engaged with your brand in some way. 

    This means that you cannot email someone who has never visited your website, purchased from you, subscribed to a newsletter, or similarly engaged with your business.

    Instant Audiences will never provide you with the email address of someone who has not previously engaged with your brand.

    3. Keep your privacy policy and terms up to date

    When implementing any new website analytics product, businesses should update their privacy policies to keep their customers informed.

    When implementing Instant Audiences merchants must update their privacy policies. The following clause is our standard recommendation:

    We use Instant to help us understand how our customers use our site, and use this information to retarget for marketing purposes. You can read more about how Instant uses your Personal Information here: https://www.instant.one/privacy-policy. You can opt-out by contacting help@instant.one

    Merchants should also obtain legal advice specific to their businesses.

    4. Consider brand reputation when sending emails

    From product pricing and visual identity to product manufacturing quality and marketing strategies, everything you do as a business impacts your brand.

    Australians react relatively well to email marketing tactics. In 2020, Australia had the second highest click-to-open rate in the world for marketing emails. 

    Shopper engagement marketing is incredibly common in online retail. Even the most premium brands utilise cart abandonment marketing, discounts for returning shoppers, and other strategies to maximise customer lifetime value.

    Merchants can use insights from Instant Audiences to trigger a variety of email marketing campaigns from their email marketing software. While most choose to configure each of our recommended marketing flows, some innovate and create additional flows, while others only implement a subset of our recommended flows. We encourage brands to find what is right for them, balancing business growth and brand reputation.

     

    Article URL: https://help.instant.one/instant-audiences-compliance-australia Keywords: ## How to Manage Coupons with Instant AI

    Instant AI supports adding coupons to your flows, to create further incentives to convert customers. These coupons are created as new offers that are automatically added to every email, if they are configured to particular flows. 

    This strategy is common if you wish to further incentivise high-intent actions to a conversion like in an Abandoned Checkout email, or offer a thankyou gift for subscribing such as giving 10% off in a Welcome Flow email. Coupons are created in addition to any sales or external offers on your site and are offered exclusively within Instant AI emails. 

    How it works

    There are multiple options available when configuring a Coupon with Instant AI.
    When creating a coupon you can customise settings such as:

    When a customer enrols into a flow, and you have coupons configured, we'll automatically generate and include the coupon in your emails. This coupon is generated directly through our Shopify integration so that a customer can take your coupon and use it at checkout to complete their purchase. 

     

    How to find the code

    The coupon will show as a part of the AI Body Copy block in your emails for all flows you've configured it to be included. We'll automatically switch the body copy to include the coupon when it meets your coupon configuration.

    You don't need to update any templates or flows, simply enable the coupon and we'll take care of the rest. If you want to alter the design of the coupon you can try a different design of the body copy block. If you need to see the codes that have already been sent, you can see these in the email preview of every past sent email 

    Any coupons configured to apply to your Welcome Flow will automatically show on your pop-up and send immediately on the first touchpoint.


    How to set up or change your coupon method

    1. Go to Settings → Coupons in your Instant dashboard
    2. Select Add Coupons on the right 
    3. Select the type of coupon you would like to create
      1. Smart Coupon
      2. % off the Total Order Value
      3. $ off the Total Order Value
      4. Free Shipping
      5. Existing Shopify Discount
        (Select this if you don't want Instant to make a new coupon, and you want to configure all of the requirements yourself in Shopify then map an existing code)
    4. Depending on which option you pick, you'll be prompted to pick the amount you would like to offer as a part of this code. The settings you input will be created as a new code
    5. Lastly, we'll show you a preview of the coupon code settings about to apply
    6. We'll default to the most common flows in your coupon configuration, however if you want to edit this simply click Edit and override any details
    7. Once you're happy that all of the coupon settings are accurate, just click save
    8. If you want to configure multiple coupons, such as different coupons per flow, simply repeat the above process for the remaining flows

    TIP: You can only have one coupon per flow at a time. If you want to replace a coupon please remove the existing coupon first. 

     

    FAQ's

    What code is sent to the customer?

    By default, Instant AI will always generate a unique coupon per interaction. This means that every customer will get a unique code, every time they quality for a coupon. This is a key strategy to drive urgency and ensure the coupon code isn't misused by personalising the expiry date and use of the code direct to that individual person, on that individual action. 

    If you wish to use a single code for all customers, you can configure this option during the coupon set up. However it is recommended to continue using a unique code to help more accurately track expiry dates and keep your offer exclusive so it can't be shared. 

    What flows will the coupon apply to?

    Coupons can be configured to apply to a single flow, or multiple flows. If a coupon has been applied to multiple flows then those business rules will apply everywhere.

    For example, if you create a 10% off code and apply it to Abandoned Checkout and Abandoned Cart, the same coupon rules will apply to both flows however every customer will continue to get a unique code, specific to their interaction. They will receive their very own code that they must use while their cart is active. If they don't use their code it will expire so that it can't be used with any other future offer

    How do customers redeem their coupon?

    If an Instant AI coupon is being offered in an email, any customers can click on their CTA buttons or anywhere in the email and have the coupon automatically applied to their checkout. A customer can also choose to copy and paste or manually input the coupon code for it to apply at checkout. 

    Customers will only be eligible to redeem their coupon if they meet all the conditions that you have configured (e.g. a minimum spend). This is all managed at the Shopify level once the coupon has been created.

    How long does a coupon last when it's sent to a customer?

    Each of our coupons show an expiry date which is 48 hours, after the last email touchpoint. For example, if you have a flow with 3 emails and the last email is set to send 72 hours after the first interaction, then the coupon will expire +48 hours from that last date. This is to give sufficient timing so that the coupon can be used for the duration of the entire flow. 

    How is the expiry date format determined on my coupon?

    The date format used on Instant AI emails is determined by the location of the recipient. We use the IP address of the recipient to determine the locale. 

    For example, if interacting with a website while in the US, I will receive my email with the expiry date formatted in US format (MM/DD). However if interacting with a website while in AUS, I will receive my email with the expiry date formatted in AU (DD/MM). 

    If we cannot determine the location of the recipient for any reason, we will default to the date format of your site. For example, if your site is predominately in the US then we'll prioritise US formatting in the instance we can't verify their location 

    How do I find a coupon in Shopify that Instant has created?

    The email previews on the Instant Dashboard can easily show you what code has been sent to a customer.

    If you need to find a coupon that's been generated, you can either search for the coupon in Shopify, by searching INSTANT_COUPON_<insert coupon number> or you can use the Coupons tab on the Instant dashboard to also search and save having to log back into Shopify. Simply copy and paste the coupon from a customers email and find it through one of the above methods. 

    If you are using Smart coupons, you can follow the same methods but use SMART_COUPON_<insert coupon number>.


     

    Article URL: https://help.instant.one/how-to-manage-coupons-with-instant-ai Keywords: ## How do I exclude traffic from specific countries? We automatically filter out traffic from EU countries, but you can also restrict visitors from other countries through your dashboard.

    Steps to Exclude Traffic:

    1. Log into your dashboard
    Screenshot 2024-11-21 at 3.37.31 PM
     
    2. In the left-hand panel, select Integrations.
    Screenshot 2024-11-21 at 3.41.30 PM
     
    3. Under Integrations, click the Klaviyo icon.
    Screenshot 2024-11-21 at 3.43.38 PM
     
    4. In the pop up window, click Add Country Restriction  
    Screenshot 2024-11-21 at 3.44.52 PM
     
    5. From the drop-down menu, select the countries you would to include in your traffic. By default, any country not selected will be excluded. 
    image (7)
     
     
    6. Click Update. 
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    8. Your changes will take effect immediately, and traffic will be adjusted accordingly.
     

    If you have any questions regarding this or need additional assistance, please feel free to contact help@instant.one

     

    Article URL: https://help.instant.one/exclude-countries Keywords: ## Enabling Instant AI SMS in Australia

    Before we can activate SMS for your account, Australian regulations require us to verify your business name, registration number, and business address.

    This process helps ensure your messages are compliant with carrier and government rules for business communications.

     

    What you’ll need to upload

    To complete SMS verification, you’ll need to provide one document for each of the following:

    1. Proof of Business Registration — verifies your business name and registration number.

    2. Proof of Business Address — verifies your business’s registered or operating address.

    You can upload these directly from your dashboard under Enable SMS → Upload Documents, as shown below.

    Proof of Business Registration

    How to find it

    You can download this from the Australian Business Register (ABR) or your government portal.

    Search your business name or ABN, then click Download Business Summary or View ABN Details.

    What it looks like

    Screenshot 2025-11-11 at 11.51.39 am


    What it needs to show

    To be accepted, your document must:

    Why we need it

    This verifies that the SMS messages you send originate from a legitimate, registered business — a legal requirement for SMS compliance in Australia.

    Proof of Business Address

    How to find it

    You can use any official document that shows your business name and address.
    Common examples include:

     What it looks like

    A document or scanned copy that includes:

    What it needs to show

    To be accepted, your document must:

    Why we need it

    This confirms your business is physically located in Australia — required by local carriers to prevent spam and misuse of sender numbers.

    Why your address must match exactly

    The single biggest reason SMS applications get rejected is a mismatched address. Carriers compare the address on your business registration, the address on your proof of address document, and the address you entered in your SMS setup form. If any of them don't match, your application is rejected and you'll need to resubmit.

    To avoid rejection:

    If you're not sure whether your details match, the safest approach is to download a fresh copy of your business summary from the ABR right before you apply, and copy directly from that.

    Upload tips

    What happens next

    Once you’ve uploaded both documents and clicked Submit, we will verify them and ensure you're set up to send SMS from all mobile carriers in Australia.

    You’ll receive a confirmation email once SMS is active — typically within 1–3 business days.

    Article URL: https://help.instant.one/enabling-instant-ai-sms-in-australia Keywords: ## What metrics does Instant Audiences send to Klaviyo? Instant Audiences sends numerous metrics to Klaviyo. This article describes what those metrics are, and when those metrics are fired.

    Below is a table explaining what the Instant Audiences metrics are, and when each Instant Audiences metric is fired in Klaviyo.

    Metric Type When is this Metric fired?
    Page Viewed

    Fired when someone views a page.

    This event will also trigger when someone views a product or cart. For example, if someone views a product, both the Page Viewed and Product Viewed will fire.
    Product Viewed

    Fired when someone views any product page. This metric will fire multiple times if someone views a product multiple times.
    Item Added to Cart

    Fired when someone adds an item to cart, or increases the quantity of any item in their cart.

    This metric will fire multiple times if multiple items are being added to the cart in one go.

    For example, if you add a bundled product that has 5 products, 5 separate Item Added to Cart metrics will be fired for each item.
    Cart Viewed Fired when someone views a cart page. This metric will fire multiple times if someone views a cart page multiple times.
    Checkout Started

    Fired when someone views a checkout page. This metric will fire multiple times if someone views the checkout page multiple times.

    This metric will also fire when a customer progresses through parts of the checkout stage, e.g. completing personal or address information will trigger this metric. 
    Cart Viewed / Checkout Started

    Fired when either the "Cart Viewed" and "Checkout Started" events are fired.

    This metric is used to enable simple flow creation, as a single flow can be used for both Cart Viewed and Checkout Started, instead of creating two separate flows.

       

      Article URL: https://help.instant.one/metrics-sent-to-klaviyo Keywords: ## How can I get support? The Instant team is here to help

      Instant is customer first, proactive and dedicated to providing accessible, conversational service.

      Instant Help is available via Chat & Email through the following channels:

      Our team is available during business hours and committed to responding to any queries by end of day. For urgent enquires we will respond within one hour.

      Article URL: https://help.instant.one/support-inquiry Keywords: contact,support email,contact instant,contact us ## Manual Payment Reviews

      While Instant's automated systems work to prevent fraud on your account, if required we can support manual reviews to provide an extra layer of fraud protection allowing you to give certain payments a manual inspection.

      For example, you might want to review transactions that:

      If you would like to enable manual review or know more about the rules applied to payments or make changes please contact help@instant.one

       

      Manual Payment Review Process


      To access your dashboard, navigate to: https://checkout.instant.one/seller

      A OTP will be sent to your email, contact us if you cannot log in.

      Once you are logged in, navigate to Payments > Reviews. Here you will see a list of transactions that have been flagged for review.

      Click View to access more information about the transaction or to approve or decline it.

      Clicking "Decline" the transaction will be cancelled and the payment will be refunded to the card holder.

      Clicking "Approve" will confirm the order and the transaction will be removed from the Transaction Reviews list.

       

      image

      image (1)

       

      Article URL: https://help.instant.one/manual-reviews Keywords: ## Understanding Email Intensity with Instant AI Learn how you can control the frequency of sending emails and how aggressive you would like your email sending strategy to be

      Email Intensity controls the overall aggressiveness of your email sending strategy in Instant AI.

      Instead of setting exact send delays or cooldown times for individual flows, you choose an intensity level. Instant AI then automatically manages how quickly emails send and how soon shoppers can re-enter flows, based on context and shopper intent. This approach keeps your email strategy simple to manage while ensuring emails are sent at the right moments.

       

      TIP: To see your settings, visiting Settings >  Brand > Scroll down to Email Intensity

       

      What Email Intensity Controls

      Your selected Email Intensity affects two key behaviours across all abandonment flows:

      Higher intensity levels send emails sooner and allow faster re-enrolment. Lower intensity levels space emails out more conservatively.

       

      How Intent Influences Timing

      Not all abandonment events indicate the same level of purchase intent. Instant AI takes this into account automatically.

      High-intent flows, such as Cart Abandonment and Checkout Abandonment, use shorter cooldowns so shoppers are contacted sooner. Lower-intent flows, like Browse Abandonment, Session Abandonment, and other non-checkout flows, wait longer between sends.

      Your chosen intensity level determines how aggressive or conservative this behaviour is overall, while Instant AI handles the details for each flow.

       

      Email Intensity Levels

      Email Intensity ranges from Very Low to Very High. Instant AI automatically applies different timing for high- and low-intent flows within each level.

       

      Example Timing Behaviour

      The table below shows how Email Intensity currently applies cooldowns. These values are managed centrally and may evolve as Instant AI expands its optimisation logic. At every intensity level, high-intent flows always send sooner than lower-intent flows.

      Intensity High-Intent Flows Lower-Intent Flows
      Very High ~1 day ~2 days
      High ~3 days ~6 days
      Medium ~7 days ~10 days
      Low ~10 days ~14 days
      Very Low ~14 days ~18 days

       

      Why Email Intensity Replaces Manual Timing

      Email Intensity removes the need to manage individual send delays or cooldown rules. By choosing an overall intensity, you define how your email strategy should feel. Instant AI then applies the most appropriate timing across flows, adapts to shopper intent, and allows future improvements without requiring additional configuration.

      You can update your Email Intensity at any time, and changes apply automatically across all flows.

      Article URL: https://help.instant.one/understanding-email-intensity-with-instant-ai Keywords: ## How AI subject lines work in Campaigns Instant Personalised Subject Lines Instant AI can now generate a unique subject line and preview text for every shopper who receives your campaign. Instead of writing one subject line that has to work for everyone, every shopper gets one written specifically for them. There's no winning variant, because every shopper gets the variant written for them. A first-time subscriber sees something different than a loyal customer. Someone who just abandoned a cart sees something different than someone who hasn't visited in a month. All from the same campaign, all generated automatically. --- ### **How it works** When AI Subject Lines is enabled on a campaign, Instant AI does two things: 1. **Reads your campaign in full:** the text, images, and everything in between to understand the message you're sending. 2. **Looks at what we know about each individual shopper:** whether they've bought before, visited your website recently, or abandoned a cart. It then generates a unique subject line and preview text for every shopper, tailored to your campaign content and where that shopper is in their buying cycle. This replaces the traditional approach of A/B testing to find a single subject line that performs best across your whole list. With AI Subject Lines, every shopper effectively gets their own version. --- ### **How to enable AI Subject Lines on a campaign** 1. Open the campaign you want to edit (or start a new one) 2. Hover over an email in your sequence and hit the ‘Edit’ button 3. On Subject and Preview line inputs, you’ll notice a toggle for **AI Subject Lines. Turn that** on. 4. Save and schedule your campaign as normal To see the subject lines that go out, go to **Campaigns > Activity** for a live log of every subject line and preview text sent. --- ### **FAQ** **Can I still write my own subject line?** Yes. If you'd prefer to use your own copy, leave AI Subject Lines off and write the subject line and preview text manually in the campaign editor. **Where can I see what subject line each shopper received?** Go to **Campaigns > Activity** for a live log of every subject line and preview text as emails send. **Is this the same as the AI subject lines already used in flows?** Yes, it's the same personalisation logic, now available for campaigns. For flows like Welcome and abandonment, Instant AI has always generated personalised subject lines and preview text per shopper. This release brings that capability to campaigns too. Article URL: https://help.instant.one/how-ai-subject-lines-work-in-campaigns Keywords: ## How Does the Brand Kit Work? **How does the Brand Kit work?** Your Brand Kit is the central branding for your whole store. It is the single source of styling that Instant AI applies to every email and signup form, so everything stays on brand without you setting it up by hand. Any change you make to your Brand Kit applies everywhere. **How your Brand Kit is created** When you connect your store, Instant scrapes your site and builds your Brand Kit automatically. We pull in your logo, colours, type hierarchy, button styling, and image styling so your emails match your site from the start. Everything is populated for you, and you can edit any of it at any time. **To view and edit your Brand Kit:** 1. Go to **Instant AI > Brand Kit** 2. Review the snapshot of your logo, colours, and typography 3. Click **Edit branding** in the top-right corner 4. Select the **edit pencil** next to the section you want to change 5. Make your changes and watch the preview update on the right 6. Click **Save changes** **What your Brand Kit includes** Each section controls a different part of your email styling: - **Logo.** The logo used across your emails and forms. - **Colours.** Your core brand palette. - **Typography.** The font and size for each text level. Heading 1 (headings in Hero or Body blocks), Heading 2 (subheadings in Campaigns), Heading 3 (product names), Body (paragraph copy and product pricing), Caption (links in headers and footers), and Button (text labels in buttons). - **Spacing.** The default spacing rhythm used across your blocks. - **Button.** The styling of your primary button, including shape, border, fill and text colour, and button typography. - **Images.** The preferred styling of image blocks, including shape, border radius, and border. **Previewing your changes** As you edit, the canvas on the right shows what your emails will look like with your new styling. Use the **Blocks**, **Flows**, and **Review** tabs to switch views, scroll around the canvas to see different emails and blocks, and use the zoom controls in the top-right of the canvas to look closer. > **Tip:** Your Brand Kit sets the default for everything. If you want a different look on a single email, you can override the styling manually on that individual email in the editor, without changing your Brand Kit. > **Note:** The Brand Kit only styles Instant AI blocks. If a block uses custom HTML, or the content is baked into an image (for example a call to action that is part of the image itself), the Brand Kit cannot restyle it. **FAQ** **Do my changes apply to existing emails, or only new ones?** They apply everywhere. Your Brand Kit is the central styling for your whole store, so any change you save carries across all your emails and signup forms. **I edited my Brand Kit but an email did not update. Why?** The Brand Kit only drives Instant AI powered blocks. If part of an email is not changing, check that block's formatting. Content built with custom HTML, or a call to action that sits inside an image rather than as a button, is not something the Brand Kit can restyle. In those cases you will need to edit the block directly. **Can I style one email differently from the rest?** Yes. Set your default in the Brand Kit, then override the styling on any individual email in the email editor. The override applies only to that email. **Where does the styling come from in the first place?** We build your Brand Kit by scraping your live site when you connect your store, so it reflects your existing branding automatically. You can adjust any section from **Instant AI > Brand Kit > Edit branding** whenever you like. Article URL: https://help.instant.one/how-does-the-brand-kit-work Keywords: ## How to Find Your Instant Billing and Invoices Article URL: https://help.instant.one/how-to-find-you-instant-billing-and-invoices Keywords: ## Sharing Your Email Usage Data with Instant If you're using Klaviyo and need to find out your usage metrics to pass on to a sales rep from Instant, follow the steps below. **How to find Abandonment flow revenue** 1. Visit [https://www.klaviyo.com/flows](https://www.klaviyo.com/flows) 2. Ensure the following filters are applied: Status is **Live**, Metric Period is **Last 30 days**, Metric is **Shopify - Placed Order** 3. Search for your abandonment flows (e.g. type *abandon* in the search bar) 4. Sum up all the revenue figures and share that total with us Description of image --- **How to find Flow Email sends and Campaign Email sends** 1. Visit [https://www.klaviyo.com/settings/billing/account-usage](https://www.klaviyo.com/settings/billing/account-usage) 2. Scroll down to **Email Usage** 3. Change **Timeframe** to Last 6 months 4. Change **View** to Message Types 5. Hover over an average month 6. Share with us the **Flow Sends** number and **Campaign Sends** number Description of image --- **How to find Welcome Flow sends** 1. Visit [https://www.klaviyo.com/flows](https://www.klaviyo.com/flows) 2. Search for your live Welcome flow and click into it Description of image 3. Change the time scale to **Last 30 days** at the top right 4. Click the **Analytics** button at the top right (graph icon) 5. Sum up all the **Delivered** numbers across your various emails in that flow 6. Share that number with us Description of image Article URL: https://help.instant.one/sharing-your-email-usage-data-with-instant Keywords: ## How to manage fallback fonts in your Brand Kit **How to manage fallback fonts in your Brand Kit** A fallback font is the web safe font Instant uses when a recipient's email client or browser can't load your custom web font. Every custom font you add needs a fallback so your emails always render in a sensible typeface, no matter where they're opened. **To add a custom font and set its fallback:** 1. Go to **Brand Kit** and open the **Typography** section 2. Click the typography style you want to update (for example **Heading 1**) to expand it 3. Open the font dropdown showing the current font name 4. Click **Add font** 5. Choose how to add your font using the tabs on the left: - **Import font** to upload your own file. Enter the **Font Name**, choose the weight and style, then upload your file (WOFF2 format). Use **Add weight** to upload additional weights. - **Google fonts** to pick from Google's library. Choose your font under **Font name**. 6. Under **Fallback font**, click **Select web safe font** and choose a fallback (Arial, Times New Roman, Helvetica, Georgia, or Verdana) 7. Click **Add font** Your new font now appears under **Your fonts** in the font dropdown and can be applied to any typography style. **To change the fallback font for an existing custom font:** 1. Go to **Brand Kit** and open the **Typography** section 2. Open the font dropdown on any typography style 3. Under **Your fonts**, click the **pencil (edit) icon** next to the custom font 4. In the **Edit** window, open the **Fallback font** dropdown and choose a new fallback 5. Use the **Preview** to check how the fallback renders 6. Click **Save changes** > **Tip:** Web safe fonts are pre-installed on almost every device and email client, which is what makes them reliable fallbacks. Pick the closest match to your custom font's style, for example a serif fallback (Georgia or Times New Roman) for a serif font, or a sans-serif fallback (Arial or Helvetica) for a sans-serif font. > **Note:** The **Edit** window only lets you change the fallback font. To rename a font, change its weights, or replace the file, remove the font using the **X** next to it in **Your fonts**, then add it again. > **Note:** After adding or editing a font, click **Save changes** in the top right of your Brand Kit to apply your updates. **FAQ** **What is a fallback font?** It's a web safe font Instant uses when your custom web font can't load in a recipient's email client or browser. It keeps your emails readable everywhere, even where custom fonts aren't supported. **Why do I need one?** Some email clients and browsers don't support custom web fonts. Without a fallback, those recipients would see a default system font you haven't chosen. Setting a fallback gives you control over what they see instead. **Which fonts can I use as a fallback?** Any of the web safe fonts: Arial, Times New Roman, Helvetica, Georgia, and Verdana. These are the safest choice because they're available on almost every device. **Can I change a fallback without re-uploading my font?** Yes. Open the font dropdown, click the **pencil (edit) icon** next to the font under **Your fonts**, and change the fallback there. You don't need to re-upload anything. **Can I edit anything other than the fallback when editing a font?** No. The **Edit** window only changes the fallback. To change the font name, weights, or file, remove the font and add it again. **Do web safe fonts need a fallback?** No. Web safe fonts are already supported everywhere, so they don't use a fallback. Only custom imported fonts and Google fonts have one. Article URL: https://help.instant.one/fallback-fonts Keywords: ## How can Instant AI manage multiple languages **How does Instant AI manage multiple languages?** If you sell to shoppers in different countries, Instant AI can tailor your flow emails to each shopper's language and currency. Spelling and currency are handled automatically, and you can switch on Shopper Language localisation to generate AI copy in each shopper's browsing language too. It applies to flows only and to AI-written copy only. **What happens automatically** Spelling and currency already localise for every shopper, with no setup required. A shopper browsing in a region that uses Euros sees Euro pricing, and spelling follows their locale. **Localising AI copy with Shopper Language localisation** Shopper Language localisation adds a language layer on top, so the AI-written parts of your flow emails are generated in the language each shopper was browsing your store in. It is off by default. **To turn it on:** 1. Click the **Settings cog** in the bottom left corner of your Instant AI dashboard 2. Select **Email Settings** 3. Go to **Preferences** 4. Turn on **Shopper Language localisation** **How it works** When the setting is on, Instant AI reads the language and country each shopper selected while browsing your store, then generates their AI copy to match. This happens automatically and is unique to every shopper, so two people opening the same flow can receive it in two different languages. - A shopper browsing your store in **Germany** receives German copy with Euro pricing - It applies to flows only, not campaigns **What localises and what doesn't** Only the content Instant AI writes can be localised. That means a shopper receives the following in their language: - **Subject lines** - **Body copy blocks** - Any other dynamic AI-written copy Everything else stays in your store's default language, including: - Any manual text you add yourself - Static elements such as unsubscribe buttons and footer copy - Anything else that is not AI-generated > **Note:** Because only AI-written copy localises, an email that mixes AI-written and manual content can go out in more than one language. **FAQ** **Do I need to set up a language for each country?** No. Spelling and currency localise automatically, and Shopper Language localisation works out each shopper's language for you. There is no list to configure. **How does Instant AI know which language to use?** It follows the language and country the shopper selected while browsing your store, worked out automatically for each individual shopper. **Is Shopper Language localisation on by default?** No. It is off by default, so all AI copy stays in your store's default language until you turn it on. **Does it work on campaigns?** No. Shopper Language localisation applies to flows only. **Will my manually written copy be translated?** No. Only AI-written copy such as subject lines and body copy localises. Manual text, unsubscribe buttons, and other static content stay in the language you set them in. **Can I turn it off later?** Yes. Return to **Email Settings > Preferences** and turn the toggle off to send all AI copy in your store's default language again. Article URL: https://help.instant.one/multiple-languages Keywords: ## Instant Audiences - Klaviyo insert half articles here. Article URL: https://help.instant.one/instant-audiences-klaviyo-best-practice-guides Keywords: ## Instant Audiences for Klaviyo

      This page brings together our Instant Audiences for Klaviyo help articles into one reference. Each section below is a complete, standalone article — scroll to browse everything, or to find something specific, press Ctrl+F (Cmd+F on Mac) and search for a keyword like “skipped emails”, “UTM” or “duplicate”.

      Why are my Klaviyo flow emails being skipped due to "Fails Flow Filters"?

      Failed flow filters means that one or more of the configured trigger or profile filters against the flow prevented a profile from entering a flow.

      For example, a profile may not enter an add to cart abandonment flow because they have since placed an order. 

      Or, a profile might not enter a browse abandonment flow because they have since added to cart or started checkout.

      If you click into "Fails Flow Filters", you can identify the failed filters.

      If you identify any flow filters that look inaccurate, consider removing the flow filter.

      How do you send custom events to Instant Audiences?

      Warning:

      If you are looking to integrate Audiences into a headless store, please proceed here.

      This guide will walk through how you can send custom events to Instant Audiences.

      It is common that even while using Instant's native integrations into platforms like Shopify and BigCommerce, that modifications to a product page, such as dynamic DOM rendering (without refreshing the page) may result in the native integration not sending through event such as product viewed, or add to cart events.

      You may also want to track additional add to cart events from upsell pop-ups, or other locations that are custom built and not picked up by our native integrations.

      Please contact your customer success manager if you run into any issues - we are happy to guide you or your developers through this implementation.

      Steps to send custom events to Audiences:

      To send custom events to Audiences, please complete the following:

      1. Locate where you would like to send a custom event to Audiences. 
      2. Copy and paste the below snippet of code to the location to where you'd like to send the custom event.
      window.InstantJS.track("EVENT_TYPE", [{
          provider: "KLAVIYO",
          event: EVENT_DATA
      }]);

      Note that the available events are as follows:

      Examples:

      Example #1: Klaviyo Viewed Product: If you render your product page dynamically (which may interfere with Shopify customer event tracking), then you can send a product viewed event to Audiences directly. See below for an example. 

      window.InstantJS.track("PRODUCT_VIEWED", [{
          provider: "KLAVIYO",
          event: {
              ProductName: "Expandable Bag",
              ProductID: "12345",
              Categories: ["Bags"],
              URL: "https://example.com/product/expandable-bag",
              Brand: "YourBrand",
              Price: "$199.99",
              CompareAtPrice: "$249.99",
              ImageURL: "https://example.com/images/expandable-carry-on.jpg"
          }
      }]);

      Why isn't my Instant dashboard displaying revenue from all of my Instant flows?

      If you're seeing discrepancies in the revenue displayed on your dashboard, it could be due to recent changes in your Instant Audiences flow setup.

      To ensure all revenue is properly reflected in your Instant dashboard, please follow the steps below.

      1. Ensure relevant flows include "Instant Audiences" in their flow name. 

        For your Audience flow to be included in dashboard reporting, the flow name must include the term "Instant Audiences". This keyword is used to filter and identify relevant flows for accurate reporting.

      2. Double-check that relevant flow are Not Archived.

        If you've recently archived a high-revenue flow while adjusting your setup, this could explain a sudden drop in reported revenue. As archived flows do not contribute to dashboard reporting, please ensure that the flows you want to track are not archived. 

      3. Verify that the Flow is Live or in Draft Status

        Your dashboard will only track flows that are either Live or in Draft. To ensure your flow is tracked, confirm flows you'd like to track either Live or in Draft status.  

      How do I setup my flows for sale periods?

      During the holiday period, your business may decide to run seasonal promotions to boost revenue and generate more activity for your brand. Because these promotions typically run for one day or over the weekend, we recommend adjusting your existing flow to avoid any flow disruption or duplicate emails.

      By making small changes to your existing flows, you can ensure timely email delivery and accurate tracking of activity for your seasonal promotions.

      Best Practices for Flow Adjustments: 

      Option #1: Edit the Existing Email or SMS

      Modify the current content in your email to reflect the seasonal promotion.

      Steps:

      1. Navigate to your existing flow.  

        Screenshot 2024-11-21 at 4.09.08 PM


      2.   In the email box, click on the three dots in the top right corner of the email and select Edit. 

      Screenshot 2024-11-21 at 4.10.58 PM

      3. On the next page, click the subject line and update the content to reflect your promotion.

      Screenshot 2024-11-21 at 4.12.07 PM

      4. Once you've made the necessary changes, click Done in the top right-hand corner.

      Screenshot 2024-11-21 at 2.18.13 PM

      5.Your updated changes will now be reflected in the email. 

      Screenshot 2024-11-21 at 4.28.34 PM

      6. To test the changes, click on your email to open the panel on the right, and scroll down to the subject and sender section.

      Screenshot 2024-11-21 at 2.22.54 PM

      7. Click Edit.Screenshot 2024-11-21 at 2.23.41 PM

      8.  On the Manage Template page, click Preview & Test.

      Screenshot 2024-11-21 at 4.49.11 PM

      9. On the Preview Mode page, click Send test.

      send test

      10. In the popup, enter your email address and click Send. The preview will be sent to your inbox. 

      email

      Option #2: Clone the Existing Email or SMS

      Clone your existing email and modify the new copy to fit your needs. 

      Steps:

      1. Navigate to your existing flow and click on the email under the trigger. Next, click the three dots in the top right corner and select Clone.

      Screenshot 2024-11-21 at 4.51.55 PM

      2. A cloned copy of the email will appear directly below the original email. 

      Screenshot 2024-11-21 at 4.55.06 PM

      3. In the top right-hand corner of the clone, click the three dots and select Edit.

      Screenshot 2024-11-21 at 4.56.04 PM

      4. On the next page, click the subject line and update the content to reflect your promotion.

      Screenshot 2024-11-21 at 4.57.40 PM

      5. Once you've made the necessary changes, click Done in the top right-hand corner.

      Screenshot 2024-11-21 at 5.00.07 PM

      6. This will redirect you to the flow page. To test the changes, go to the left-hand pane and click Edit.
      Screenshot 2024-11-21 at 5.02.04 PM

      7. On the Manage template page, click Preview & test. 

      Screenshot 2024-11-21 at 4.49.11 PM

      8. On the Preview & Test page, click Send Test.

      send test

      9. In the popup, enter your email address and click Send. The preview will be sent to your inbox.

      email

      10. On the day of the sale, select the Live button in the original email and switch its status to Draft. Next, set the cloned email status to Live.

      Screenshot 2024-11-21 at 5.39.25 PM

      11. After the sale ends, return the flow to its original setup. Click the three dots in the top-right corner of the clone and select Delete. 

      Screenshot 2024-11-21 at 5.43.45 PM

      12. Update the subject in the original email and set the status to Live.

      Screenshot 2024-11-21 at 5.47.50 PM

      How Instant Audiences Attributes Revenue

      Accurate attribution is crucial for understanding marketing performance and making informed investment decisions. That's why Instant Audiences relies entirely on your email service provider—like Klaviyo—for attributed revenue reporting.

      Instead of applying our own attribution model, we pull data directly from your email platform. This ensures the numbers in our dashboard align with what you see in Klaviyo, maintaining consistency, transparency, and reliability in attribution.

      Klaviyo Attribution: A Reliable Standard

      By default, our flows follow Klaviyo’s multi-channel last-click attribution model, where each email and SMS has a customisable tracking window. 

      In this model, when a customer event occurs (i.e., placing an order), Klaviyo checks your attribution window for each channel and credits the conversion to the most recent message within an open window.

      The default attribution windows are:

      By setting distinct attribution windows for email and SMS, each conversion is credited to a single message, preventing double-counting.

      This approach enables you to accurately measure the impact of your campaigns and make informed decisions regarding your marketing budget.

      Note: Note: Every business is unique, so Klaviyo’s default attribution windows should be aligned with your customer behavior. For details on how to modify your attribution setting, click here. 

      How Audiences Works With Klaviyo

      Audiences Flows

      Instant Audiences is designed to enhance your Klaviyo setup by identifying and engaging visitors that Klaviyo may miss—without disrupting your existing flows. We only trigger messages when Klaviyo is unable to trigger the existing flows, ensuring that those Klaviyo native flows always take priority.

      To achieve this, we clone your existing abandonment flows and apply time delays and filters to prevent overlap, ensuring that customers never receive duplicate messages.

      The cloned flows include: 

      Note: Note: Some businesses will have more or fewer abandonment flows, which flows you choose to clone is up to you. But best practice is that all three flows are cloned and activated for best Instant Audience performance.

      Example

      When Klaviyo identifies a visitor on your website, and that visitor then abandons the website and triggers a flow, Instant Audiences remains inactive. If the visitor is not identifiable by Klaviyo, Instant Audiences steps in and sends the corresponding message from your cloned flow.

      For example:

      Result: We trigger an email based on your cloned Klaviyo flow, recovering a conversion that would have otherwise been missed.

      Attributing this conversion

      Conversions attributed to Instant come from visitors who have received, opened, and/or clicked on Instant abandonment emails, following your business’s email marketing attribution rules.

      In the example above, the visitor would have received an Instant cart abandonment email, because only Instant was able to identify and track their session. That conversion would then be attributed to Instant only if the visitor opened and/or clicked on an email in the flow within the last 5 days (or opened and/or clicked on the SMS in that flow within the last 24 hours).

      Tracking your performance

      Once your flows are set up, you’ll have access to a personalised merchant dashboard tailored to your specific needs.

      Your Analytics page provides a clear view of the revenue uplift driven by Instant Audiences, based on data from your connected Klaviyo account.

      Here, you can:

      To learn more about analytics and tracking your progress with Instant Audiences, click here.

      Note:

      If you have any further questions about attribution, please feel free to email help@instant.one.

      How do I add UTM tracking to Instant Audiences flows for Google Analytics?

      UTM tracking can be very useful for sending detailed information and data to Google Analytics about where site traffic and visits are coming from.

      Instant's Klaviyo integration leverages Klaviyo's flows, and therefore merchants can use Klaviyo's native integration into Google Analytics for UTM tracking.

      By adding UTM tracking to emails sent from Instant Audiences flows, you will be able to track conversions from Instant Audiences flows in Google Analytics.

      To understand how to use UTM tracking for Instant Audiences flows, please refer to the following help article from Klaviyo titled "How to add UTM tracking to campaigns and flows" - https://help.klaviyo.com/hc/en-us/articles/360053921252.

      The relevant sections from Klaviyo, are:

      To understand UTM tracking in Klaviyo, please refer to the following help article from Klaviyo titled "Understanding UTM tracking in Klaviyo" - https://help.klaviyo.com/hc/en-us/articles/115005247808

      Please refer to Google analytics' support documentation for any further clarification regarding questions or issues related to your Google Analytics account or setup.

      How do I retrieve the ID of a Klaviyo form?

      You may need to retrieve a form ID from a Klaviyo sign-up form to use for configuration in Instant.

      The instructions below outline how you can retrieve a Klaviyo form ID.

      1. Proceed to Klaviyo's Sign-up forms page.
      2. Click into your form.
      3. Inspect the URL you are currently on.
      4. The 6 character code after /forms/ is your form ID.

        For example, the form ID above is VAnXyj. Once you have this form ID, you can use this throughout Instant, such as in our Predictive Opt-In feature.

      How does Audiences prevent duplicate emails from being sent?

      Flow filters are configured to both the non-Audiences and Audiences Klaviyo flows to ensure that if a customer is identified by both Klaviyo and Instant Audiences, that they only get sent emails from the non-Audiences flow.

      This ensures that emails sent from Audiences flows are emails that would not have been sent otherwise, and Audiences flows do not send emails when standard flows would.

      Note:

      Setup guidelines for flow filters for each flow type can be found here.

      If you need support with this please contact us.

      Why is Instant sending through numerous Klaviyo metrics for a profile?

      Instant may send multiple metrics for a single profile due to user interactions and behavior on the site.

      This is expected behavior and is designed to ensure accurate tracking of a customer's journey.

      This means that the volume of events reflects user activity, not website sessions. This may result in the number of events fired by Instant exceeding the number of site sessions, which is normal behaviour. For example, if a customer refreshes the checkout numerous times, then multiple checkout started events will be fired for the same customer.

      Note:

      💡 For more in-depth information about what metrics Instant Audiences sends to Klaviyo, and when those metrics are fired, please refer to this article.

      Why is the same Instant metric triggered numerous times for a single profile?

      1.    Checkout progression
      2.    Customer behavior during shopping sessions

      3.    Item Added to Cart events with multiple items

      Why does Instant send metrics like this?

      Instant’s behavior is designed to align with the needs of platforms like Klaviyo, which use these events to drive flows and automate customer engagement.

      Here’s why this approach works:

      How do I prevent duplicate emails?

      1. Ensure sufficient flow cooldowns, minimum of 7 days

      2. Understand event frequency

      3. Review flows and triggers

      Flow Setup: Add to Cart Abandonment

      Note:

      Add to Cart abandonment flow targets visitors who have added an item to their cart and left the site without completing a purchase.


      These flows are triggered through the "Add to Cart - Instant Audiences" metric in Klaviyo.

      If you have an existing flow setup for 'Add to Cart', please duplicate it for Instant Audiences.

      If not, we suggest duplicating your Cart Viewed/ Checkout Started flow.

      When creating this Instant Audiences flows, ensure it's named '[Instant Audiences] - Add to Cart Abandonment'.

      Flow Filters

      To ensure that contacts are not enrolled multiple times or if they have made a purchase, it's crucial to add the followingflow filters to your new flow:

      *The cooldown period is how long you want before a customer can reenter this flow to prevent over-messaging. You can configure this as you wish. If you do not wish to have a cooldown, skip adding this filter.

      If you have these existing flows:

      If you have any of these flows, you'll also need to add these filters on yournew '[Instant Audiences] - Add to Cart Abandonment' flow to prevent enrolling contacts already in your existing flow or in a higher intent Audiences flow.

      If you have, or are going to create this existing flow:

      Add these filters to your new Instant Audiences flow:

      Add to Cart abandonment flow


      Add the filter: Added to Cart > zero times > since starting this flow

      Extend the delay on your new flow to be 15 minutes later than your existing flow

      (e.g. if your existing flow was 1 hour, set the Audiences flow to 1 hour, 15 minutes)

      If your existing Browse Abandonment flow has a cooldown (i.e. Has not been in this flow > in the last X days), then add the following filter to your new flow. 

      If this Audiences flow also support SMS, then also add the filter:

      Checkout Started abandonment flow

      Add the filter: Checkout Started > zero times > since starting this flow

      Instant Audiences - Cart Viewed / Checkout Started abandonment flow

      Cart Viewed / Checkout Started - Instant Audiences > zero times > since starting this flow

      Add these filters to your existing flow's

      If you have any of these existing non-Instant Audiences flows, these additional filters must be added to your existing flows to prevent enrolling contacts already in those flows.

      If you have, or are going to create this existing flow

      Add these filters to your existing flow

      Add to Cart Abandonment


      Cart Viewed / Checkout Started - Instant Audiences > zero times > since starting this flow

      If you have a cooldown on your existing flow:

      then add the following filter to your new flow:

      If the Audiences flow also supports SMS, add another identical flow filter to your existing flow, but with "Person has Received SMS" as the filter.

      Using Instant Audiences with a Custom Store

      Instant has native integrations into platforms like Shopify and BigCommerce. However some sites may be headless sites such as a PWA / React app - where the frontend is hosted separately to the back office platform. Or, you may be running an eCommerce store on an alternative platform like Salesforce, WooCommerce etc.

      For these websites, Audiences will need to be integrated through a custom integration. There are detailed instructions for:

      1. Using Instant Audiences with a WooCommerce Store
      2. Using Instant Audiences with a Neto Store
      3. Using Instant Audiences with a Shopify Headless Store

      If your custom build is not covered by these guides, please keep reading below!

      Please contact your customer success manager if you run into any issues - we are happy to guide you or your developers through this implementation if needed.

      Step 1: Installing Instant's Pixel

      The first step of the integration process requires adding Instant's pixel to your site. This allows Instant to identify anonymous shoppers who visit your website.

      1. If you're currently onboarding onto the product, your pixel can be found in the Connect Custom Store step.
      2. If you have already onboarded onto the product, proceed to the Instant dashboard and go to Configuration > Select Custom . You will see a pixel underneath the Custom section.
      3. Add this pixel to the <head> tag of your website's HTML.

      Step 2: Tracking Customer Events

      Caution:

      The code snippets below are example track events.

      They are intended as a reference — copying and pasting them directly may not work as-is.

      After implementing these events in the correct places, make sure you're passing all the necessary data used in your email templates.

      Step 3 walks you through this process.

      Event triggers determine when Instant interaction events are sent and contain the payload data for Klaviyo.

      1. Throughout your website, where you would be sending events to Klaviyo, also send them to Instant Audiences by copy pasting the following snippet just below. See examples below.
      window.InstantJS.track("EVENT_TYPE", [{
          provider: "KLAVIYO",
          event: EVENT_DATA
      }]);

      Note that the available events are as follows:

      Tip:

      We recommend adding adding the following three events at a minimum:

      Example code snippets for these events are shown below.

      Example: Checkout started events

      To track when a customer starts the checkout flow, you'll need to execute the following JavaScript code as soon as someone visits the checkout page. The payload data serves as a placeholder to demonstrate the required data structure for Instant Audiences.

      window.InstantJS.track("CHECKOUT_STARTED", [
        {
          provider: "KLAVIYO",
          event: {
            CheckoutURL: "",
            Items: [
              {
                ProductName: "",
                Quantity: "1",
                ItemPrice: "19.95",
                ImageURL:
                  ""
              },
              {
                ProductName: "",
                Quantity: "1",
                ItemPrice: "221.95",
                ImageURL:
                  ""
              },
            ],
          },
        },
      ]);

      Example: Add to cart events

      To track when a customer adds an item to their cart, you'll need to execute the following JavaScript code when the “Add to Cart” button is clicked.

      One implementation method is to add an event listener to the "Add to Cart" button on relevant pages. When clicked, this will trigger the code shown below. The payload data serves as a placeholder to demonstrate the required data structure for Instant Audiences.

      window.InstantJS.track("ITEM_ADDED_TO_CART", [
        {
          provider: "KLAVIYO",
          event: {
            CheckoutURL: "",
            Items: [
              {
                ProductName: "",
                Quantity: "1",
                ItemPrice: "19.95",
                ImageURL: "",
              },
              {
                ProductName: "",
                Quantity: "1",
                ItemPrice: "221.95",
                ImageURL: "",
              },
            ],
          },
        },
      ]);

      Example: Product viewed events

      To track product views, you'll need to execute the following JavaScript code whenever a customer lands on a product page.  One implementation method is to add the following code snippet to the source code of your product page template. This code will trigger when a customer visits the page. The payload data serves as a placeholder to demonstrate the required data structure for Instant Audiences. 
      window.InstantJS.track("PRODUCT_VIEWED", [
        {
          provider: "KLAVIYO",
          event: {
            ProductName: "",
            ItemPrice: "370.00",
            ImageURL: ""
          },
        },
      ]);

      Step 3: Update Event Properties

      In the code snippet above, the PRODUCT_VIEWED event has a structured event payload:

      event: {
        ProductName: "",
        ItemPrice: "370.00",
        ImageURL: ""
      }

      The properties in this payload will need to match the properties used in your email templates. For example, if you use the property 'event.item_price' in your templates, you will need to change the 'ItemPrice' property to 'item_price'. Similarly, this must be done for any properties your email templates require that are not included in our payload.

      Caution:

      Please ensure you are passing through all the necessary data required in your email templates.

      If you make updates to your email templates without updating your integration, Klaviyo may receive incomplete data.

      Tip:

      Once this is finalised, your integration with Instant Audiences is complete.

      Please reach out to your customer success manager if you require any assistance.

      Using Instant Audiences with a Neto Store

      Instant has native integrations into Shopify and BigCommerce. Alternative platforms like Neto require a custom integration. This custom integration involves three steps:

      1. Installing Instant's Pixel
      2. Tracking Customer Events
      3. Updating Event Properties

      Please contact your customer success manager if you experience any issues. We are happy to guide you or your developers through this implementation if needed.

      Step 1: Installing Instant's Pixel

      The first step of the integration process requires adding Instant's pixel to your site. This allows Instant to identify anonymous shoppers who visit your website.

      1. If you're currently onboarding onto the product, your pixel can be found in the Connect Custom Store step.
      2. If you have already onboarded onto the product, proceed to the Instant dashboard and go to Configuration > Select Custom. You will see a pixel underneath the Custom section.
      3. Add this pixel to the <head> tag of your website's HTML.

      Step 2: Tracking Customer Events

      The second step of the integration process requires forwarding customer events to Instant Audiences, similar to how you would already be forwarding these events to Klaviyo!

      1. Navigate to "Settings & tools" and then "All settings & tools".
      2. In the "Settings & tools page", select "Custom Scripts".
      3. The "Custom Scripts" page will show all current custom scripts installed. Select "New" to add a new custom script.
      4. Paste the code snippet below into the "Page Header" section. This will ensure it is added to every page.
      5. When complete, click the "Save" button!
      <script>
        function getCartForInstantEvent(callback) {
          // Wait for k4n.checkout to be available
          if (window.k4n && window.k4n.checkout && Array.isArray(k4n.checkout.items)) {
            // Execute the callback with the cart items
            callback(k4n.checkout);
          } else {
            setTimeout(() => getCartForInstantEvent(callback), 1000);
          }
        }


        function getProductData() {
          if (window.k4n && window.k4n.product) {
            return {
              Title: decodeURIComponent(k4n.product.name),
              ItemId: parseInt(k4n.product.product_id),
              ProductID: parseInt(k4n.product.product_id),
              Categories: k4n.product.categories.map(decodeURIComponent),
              ImageUrl: decodeURIComponent(k4n.product.image),
              Url: decodeURIComponent(k4n.product.url),
              Metadata: {
                Price: parseFloat(k4n.product.price),
              },
            };
          }
          return null;
        }
        

        function getCartItem(item) {
           return {
             image: decodeURIComponent(item.image),
             name: decodeURIComponent(item.name),
             product_id: item.product_id,
             qty: item.qty,
             sku: item.sku,
             total: item.total,
             unit_price: item.unit_price,
             url: decodeURIComponent(item.url)
           }
        }


        // Track Product Viewed
        document.addEventListener("DOMContentLoaded", () => {
          const product = getProductData();
          if (product) {
            window.InstantJS.track("PRODUCT_VIEWED", [
              {
                provider: "KLAVIYO",
                event: product,
              },
            ]);
          }
        });


        // Track Add to Cart with dynamic selectors
        document.addEventListener("DOMContentLoaded", () => {
          const addToCartButtons = document.querySelectorAll("[name='add-to-cart'], [name='addToCart'], [class*='addtocart'], [class*='add-to-cart'], [class*='btn-add-to-cart']"); // Add other potential selectors here
          addToCartButtons.forEach(button => {
            button.addEventListener("click", () => {
              const product = getProductData();
              let cartItems;
              if(window.nCartCache) {
               cartItems = window.nCartCache  
              }
              if (product) {
                window.InstantJS.track("ITEM_ADDED_TO_CART", [
                  {
                    provider: "KLAVIYO",
                    event: { 
                      ...product,
                     items: cartItems
                    },
                  },
                ]);
              }
            });
          });
        });


        // Track Cart Viewed
        document.addEventListener("DOMContentLoaded", () => {
          if (window.location.href.includes("cart") && !window.location.href.includes("payment")) {
            getCartForInstantEvent(function (checkout) {
              window.InstantJS.track("CART_VIEWED", [
                {
                  provider: "KLAVIYO",
                  event: { 
                   items: checkout.items.map((item) => {
                    return getCartItem(item)
                   }), 
                   total: checkout.total
                  },
                },
              ]);
            });
          }
        });
        

        // Track Checkout Started
        document.addEventListener("DOMContentLoaded", () => {
          if (window.location.href.includes("cart") && window.location.href.includes("payment")) {
            getCartForInstantEvent(function (checkout) {
              window.InstantJS.track("CHECKOUT_STARTED", [
                 {
                  provider: "KLAVIYO",
                  event: { 
                  items: checkout.items.map((item) => {
                    return getCartItem(item)
                  }), 
                  total: checkout.total
                  },
                },
              ]);
            });
          }
        });
      </script>

      Step 3: Update Event Properties

      In the code snippet above, the following events have a structured payload:

      For PRODUCT_VIEWED and ITEM_ADDED_TO_CART, this is:
      event: {
        image: decodeURIComponent(item.image),
        name: decodeURIComponent(item.name),
        product_id: item.product_id,
        qty: item.qty,
        sku: item.sku,
        total: item.total,
        unit_price: item.unit_price,
        url: decodeURIComponent(item.url)
      }                   

      The properties in this payload will need to match the properties used in your email templates. For example, if you use the property 'event.item_name' in your templates, you will need to change the 'name' property to 'item_name'. Similarly, this must be done for any properties your email templates require that are not included in our payload.

      Caution:

      Please ensure you are passing through all the necessary data required in your email templates.

      If you make updates to your email templates without updating your integration, Klaviyo may receive incomplete data.

      Tip:

      Once this is finalised, your integration with Instant Audiences is complete.

      Please reach out to your customer success manager if you require any assistance.

      Flow Setup: Product Viewed

      Note:

      Product Viewed abandonment flows target anonymous visitors who have viewed a product but left the site without completing a purchase.


      These flows are triggered through the "Product Viewed - Instant Audiences" metric in Klaviyo.


      If you have an existing flow setup for 'Product Viewed' or 'Abandoned Browse', please duplicate it for Instant Audiences.

      When creating this Instant Audiences flows, ensure it's named '[Instant Audiences] - Product Viewed'.

      Flow Filters

      To ensure that contacts are not enrolled multiple times or if they have made a purchase, it's crucial to add the followingflow filters to your new flow:

      *The cooldown period is how long you want before a customer can reenter this flow to prevent over-messaging. You can configure this as you wish. If you do not wish to have a cooldown, skip adding this filter.

      If you have these existing flows:

      If you have any of these existing non-Instant Audiences flows, add these filters on your Instant Audiences flows to prevent enrolling contacts already in your existing flow.

      If you have, or are going to create this existing flow

      Add these filters to your new Instant Audiences flow

      Product Viewed / Browse abandonment flow

      Add the filter: Viewed Product > zero times > since starting this flow

      Extend the delay on your new flow to be 15 minutes later than your existing flow (e.g. if your existing flow was 1 hour, set the Audiences flow to 1 hour, 15 minutes)

      If your existing Browse Abandonment flow has a cooldown (i.e. Has not been in this flow > in the last X days), then add the following filter to your new flow. 

      If this Audiences flow also support SMS, then also add the filter:

      Add to Cart abandonment flow

      Add the filter: Added to Cart > zero times > since starting this flow

      Checkout Started abandonment flow

      Add the filter: Checkout Started > zero times > since starting this flow

      Instant Audiences - Add to Cart abandonment flow

      Add the filter: Item Added to Cart - Instant Audiences > zero times > since starting this flow

      Instant Audiences - Cart Viewed / Checkout Started abandonment flow

      Cart Viewed / Checkout Started - Instant Audiences > zero times > since starting this flow

      Add these filters to your existing flow

      If you have any of these existing non-Instant Audiences flows, these additional filters must be added to your existing flows to prevent enrolling contacts already in those flows.

      If you have, or are going to create this existing flow

      Add these filters to your existing flow

      Browse Abandonment


      Add: Item Added to Cart - Instant Audiences > zero times > since starting this flow

      Add: Cart Viewed / Checkout Started - Instant Audiences > zero times > since starting this flow

      If you have a cooldown on your existing flow:

      then add the following filter to your new flow.

      If the Audiences flow also supports SMS, add another identical flow filter to your existing flow, but with "Person has Received SMS" as the filter.

      What metrics does Instant Audiences send to Klaviyo?

      Below is a table explaining what the Instant Audiences metrics are, and when each Instant Audiences metric is fired in Klaviyo.

      Metric Type

      When is this Metric fired?

      Page Viewed

      Fired when someone views a page.

      This event will also trigger when someone views a product or cart. For example, if someone views a product, both the Page Viewed and Product Viewed will fire.

      Product Viewed

      Fired when someone views any product page. This metric will fire multiple times if someone views a product multiple times.

      Item Added to Cart

      Fired when someone adds an item to cart, or increases the quantity of any item in their cart.

      This metric will fire multiple times if multiple items are being added to the cart in one go.

      For example, if you add a bundled product that has 5 products, 5 separate Item Added to Cart metrics will be fired for each item.

      Cart Viewed

      Fired when someone views a cart page. This metric will fire multiple times if someone views a cart page multiple times.

      Checkout Started

      Fired when someone views a checkout page. This metric will fire multiple times if someone views the checkout page multiple times.

      This metric will also fire when a customer progresses through parts of the checkout stage, e.g. completing personal or address information will trigger this metric. 

      Cart Viewed / Checkout Started

      Fired when either the "Cart Viewed" and "Checkout Started" events are fired.

      This metric is used to enable simple flow creation, as a single flow can be used for both Cart Viewed and Checkout Started, instead of creating two separate flows.

        How do I add new profiles from Audiences into a welcome flow?

        Incorporating new profiles from the Audiences new profile export into a welcome flow or other low-touch, incentive-driven flows is highly recommended.

        This approach effectively engages shoppers who have shown intent but may still be undecided or browsing.

        By integrating welcome flows with the Audiences new profile export, you can create a powerful conversion strategy that maximizes the ROI from your top-of-funnel traffic.

        1. Create a segment in Klaviyo which contains all new profiles identified by Instant Audiences.
          Screenshot 2025-04-16 at 4.23.11 PM

        2. Follow the Klaviyo documentation on how you can create a segment triggered flow. When creating the flow, ensure you use this segment.
          https://help.klaviyo.com/hc/en-us/articles/360003040052
        3. Once you have created a segment triggered flow, add the following filters to the flow
          (1) Placed Order zero times since starting this flow
          (2) Placed Order zero times in the last 7 days
          (3) Received email where flow equals {{ your existing welcome flow }} zero times in the last 30 days
          (4) If someone is in or not in a list - person is not in {{ your main subscriber list }}
        Article URL: https://help.instant.one/audiences-for-klaviyo Keywords: ## Instant Agency Partner Referral Agreement: Terms and Conditions Instant Agency Partner Referral Agreement: Terms and Conditions Welcome to the Instant partner program. This article contains the full terms and conditions of the Instant Agency Partner Referral Agreement, which applies between Instant Checkout Pty Ltd (Instant) and you (the Partner), together the Parties. The reward details for your specific partnership (your selected Schedules and any custom terms) appear on your own agreement page when you sign. 1. Recitals Instant provides various software services (Instant Service) to e-commerce merchants (Customers). The Partner aims to promote and market the Instant Service to potential Customers (a Referral Partner). Instant may also refer Customers to the Partner for its professional services (a Professional Services Partner). 2. Terms of Referral The respective terms of referral applicable to a Referral Partner and Professional Services Partner are set out below in Schedule A and Schedule B. The Partner must opt-in to one or both schedules. 3. Marketing materials 3.1. Partner brand: Instant may use the Partner's name and logos to identify the Partner as an Instant partner in general marketing materials or otherwise. 3.2. Instant brand: Partner may use Instant's name and logos to identify Instant as its partner in general marketing materials or otherwise. 4. Confidentiality 4.1. Confidential Information: Both Parties agree to maintain the confidentiality of disclosed proprietary information including the terms and structure of this agreement. 4.2. Exceptions: Confidentiality obligations do not apply to publicly available, already known, or independently developed information. 5. Term and Termination 5.1. Term: This Agreement starts on the last Party's signing date and continues for an initial 12 months, terminable by either Party with 30 days written notice. 5.2. Termination for Cause: Either Party may immediately terminate this agreement if the other Party breaches a material provision and does not remedy that breach within 7 days of being provided with written notice of its breach. 5.3. Obligations upon Termination: Upon termination, both Parties shall return or destroy confidential information and cease using each other's marketing materials as set out in clause 3. 5.4. Void: Provided that the Partner is a Referral Partner and has opted into Schedule A, the agreement is voided at the end of a 12-month period if no direct Customer referrals have been made from the Partner to utilise Instant's Services. A minimum of one Customer must be submitted & closed with each 12 month period for the continuation of agreement. 6. Governing Law and Jurisdiction This Agreement is governed by the laws of New South Wales, with disputes submitted to the exclusive jurisdiction of New South Wales courts. 7. Entire Agreement This Agreement supersedes all prior agreements and constitutes the entire agreement between the Parties. 8. Amendment and Waiver Amendments require written agreement from both Parties, and failure to enforce a provision doesn't waive its applicability. 9. Currency Unless otherwise specified, all references to "currency" or "$" are in AUD. Article URL: https://help.instant.one/partner-agreement-terms-and-conditions Keywords: ## How do AI Personalized Send Times work in campaigns? Personalized Send Times deliver your campaign to each shopper at the time they are most likely to open, rather than sending to everyone at once. Each shopper is sent within a 24 hour window from the date you choose, so your campaign reaches everyone within a day of your scheduled send. Your shoppers do not all open their inbox at the same time, so a single send time means most of them only see your campaign once it is already buried. Sending each shopper at the time they are most likely to open lifts opens, clicks, and revenue from the exact same campaign. ![Personalised Send Times in Campaigns](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20Product%20Videos/Personalised%20Send%20Times%20in%20Campaigns.gif) **To turn on personalised send times:** 1. Build your multi-step campaign as usual, including any email and SMS steps 2. Turn on **Personalised Send Times for all emails** 3. Choose your send date 4. Check the summary line, which confirms **Sending on [date] at each shopper's best time** 5. Schedule or send your campaign **Controlling individual steps** Turning on **Personalised Send Times for all emails** applies personalised timing across every step in your campaign. If a particular step needs to go out at a fixed time, you can turn personalised send times off on that step and set a manual time. The rest of your campaign stays personalised. **How Instant chooses each send time** When personalised send times is on, Instant predicts the best moment to send to each shopper individually: - Instant looks at when each shopper has opened your emails on average over their lifetime - It predicts the hour that shopper is most likely to open - It staggers your campaign so each shopper receives it at their own best time, within the 24 hour window from your chosen date - The same logic applies across every email and SMS step in your campaign The content of your campaign does not change. Every shopper receives the same campaign you built, only the timing is personalised to them. > **Note:** Because each shopper is sent within 24 hours of your chosen date, your campaign can take up to a day to reach everyone. **FAQ** **What happens if a shopper has not opened my emails before?** If a shopper has not opened your emails before, Instant sends them at the best average open time across all your shoppers. Their timing becomes personalised as they build up their own open activity. **How far back does Instant look?** Instant uses the last 90 days of open activity for each shopper. **Does this delay my campaign?** It staggers it. Each shopper is sent within 24 hours of the date you choose, so the campaign reaches your full list within a day rather than all at once. **Does it work for SMS as well as email?** Yes. Personalised send times apply across every email and SMS step in your campaign. **Will my open rates actually improve?** Sending when each shopper is most likely to open is designed to lift opens, clicks, and revenue from the same campaign. Results vary by store and by how much open history Instant has for your shoppers. **Can I set a fixed time for one step but personalise the rest?** Yes. Turn personalised send times off on the step you want to control, set a manual time, and leave it on for the rest of your campaign. To send your whole campaign at a single fixed time, leave **Personalised Send Times for all emails** off. Article URL: https://help.instant.one/personalized-send-times-in-campaigns Keywords: ## How do I change my sender email profile picture in Gmail? The image that appears next to your sender address is set up via your Google/Gmail settings, not within Instant. To do this, you'll need to work with Google directly by following their support page [here](https://support.google.com/mail/answer/7677082?hl=en). Article URL: https://help.instant.one/how-to-change-my-sender-email-profile-picture Keywords: ## How to set up the Instant AI and Meta integration The Meta integration syncs your Instant AI segments to your Meta account as Custom Audiences, so you can target the same shoppers in your Meta ads that you already reach through email. You connect one Meta account, choose which segments to sync, and Instant keeps those audiences refreshed every 24 hours. **Why use it** Your segments already group shoppers by behaviour, purchase history, and engagement. Syncing them to Meta lets you reuse that targeting in your ad campaigns without exporting lists or rebuilding audiences by hand. As shoppers move in and out of a segment, the matching Meta audience updates on the next sync. **Before you start** - Audiences sync by **email address** only. - You can connect **one** Meta account at a time. To switch accounts later you'll need to re-authenticate. - A segment needs at least **100 contacts** to sync successfully. - You can only connect one account at a time, if you choose the wrong one you'll need to re-authenticate to change it. **To connect your Meta account:** 1. Go to **Settings > Integrations** 2. Scroll to **Marketing and Ad Platforms** at the bottom of the page 3. On the **Meta** card, select **Setup** 4. In the modal that opens, select **Authenticate on Meta** 5. The Meta login will launch in a new screen 6. Choose the Meta account you want to connect 7. Select your **Business portfolio** 8. Select **Confirm** (an ad account is optional at this step) 9. Meta will process the connection and show a success screen 10. You'll be taken straight back to Instant AI, where it will keep loading until the connection is complete Once you see the **Connected to Meta** confirmation, your account is integrated. **To sync a segment to Meta:** Once connected, you can choose which segments to sync. Each one syncs to Meta as a new Custom Audience, and you can connect any existing Instant segment. 1. In the **Meta** modal, select **Add new segment** 2. Choose a segment from the drop-down (only segments with over 100 contacts can be selected) 3. Select **Apply** 4. Select **Save changes** You can add multiple segments the same way. If you don't have a segment yet, you can safely close this screen, create one, then come back to **Settings > Integrations** and add it. You can return to this page at any time to change which segments are included. **How syncing works** - A newly added segment moves to **Scheduled** so it can be picked up on the next available sync. - The first sync kicks off immediately when you add a segment. After that, expect around **24 hours** between syncs. - Instant syncs the latest contacts in each segment every 24 hours. Meta can't guarantee exact timing, as it depends on their API and processing, but a refreshed list is made available every 24 hours. - While a segment is syncing, its status shows **In progress** in Instant, and the audience shows **Processing** in Meta while new profiles are being populated. - If a segment has synced before, you can keep using the previous version of the Meta audience with all available options while the new one processes. **To switch to a different Meta account:** 1. Open the **Meta** integration modal 2. Select the **Meta account** drop-down 3. Select **Add account** 4. Authenticate the new account and repeat the connection steps above **Best practice use cases** The value of this integration is not just running ads, it's running ads at a segment you have already qualified in Instant. Instead of paying to reach your whole audience or a broad lookalike, you show ads only to shoppers you know are subscribed, have bought before, or have shown interest in a specific product. Because each audience refreshes every 24 hours, your targeting stays current as shoppers move in and out of the segment, so you spend on the right people and reinforce the same message across email and social. Here are some of the ways brands use segmentation in their Meta ads: - **Give your most engaged shoppers early access.** Sync a segment of shoppers who are subscribed to your email marketing, then run Meta ads that tell them about a sale or launch before anyone else. Your most engaged shoppers hear first, across both their inbox and their social feed. - **Bring past buyers back for a specific occasion.** Sync a segment of shoppers who have bought before, then run ads timed to a gifting moment such as Father's Day or the holidays. A shopper who already knows and likes your product is an easy prompt to buy again, this time as a gift. - **Cross-sell based on what someone has already bought.** Sync a segment of shoppers who bought from a particular collection, then run ads for more from that same collection. You can also target a gap in an order, for example shoppers who bought a bed frame but not a mattress. - **Re-engage shoppers who showed interest in a collection.** Sync a segment of shoppers who viewed, added to cart, or purchased from a collection, then run ads for that collection to keep it front of mind while their interest is fresh. > **Tip:** Build the segment in Instant first, then sync it. Any segment with over 100 contacts can be synced, so the more specific your behaviour, purchase, or engagement rules, the more targeted your Meta audience will be. **FAQ** **Why isn't my segment syncing?** A segment needs at least 100 contacts to sync. If it has fewer, it won't appear in the **Add new segment** drop-down and won't sync until it reaches the minimum. **How often do audiences update in Meta?** Instant refreshes each synced segment every 24 hours. The exact time an audience updates in Meta depends on Meta's own processing, so a new list is available every 24 hours rather than at a fixed moment. **Can I connect more than one Meta account?** No. You can connect one account at a time. To switch, open the integration modal, use the **Meta account** drop-down, and add the new account. **What happens to my Meta audience while it's syncing?** It shows as **Processing** in Meta while new profiles are added. If a previous version has already synced, that version stays usable with all options until the new sync completes. **Where do I see when a segment last synced?** In Meta. Instant shows the current status of each segment, and Meta holds the last sync date and sync history. Article URL: https://help.instant.one/instant-ai-meta-integration-sync Keywords: ## How to add the read_all_orders scope to your Shopify integration If Instant is missing some of your past order history, or your customer order data does not look complete, it is usually because your Shopify connection is using an older set of permissions. Shopify has since updated these, so depending on when you onboarded to Instant, you may need to add one extra scope. This scope lets Instant query your Shopify orders from further back than the last 60 days, so we can pull your customers' full order history from all time. That history is what powers accurate segmentation and analytics. The scope to add is **read_all_orders**. You are updating the Instant app you already have installed, so you do not need to reinstall Instant or create a new app. **To add the read_all_orders scope:** 1. In your Shopify admin, go to **Settings > Apps and sales channels > Develop apps** 2. Click **Build apps in Dev Dashboard**. This opens the Shopify Dev Dashboard in a new tab 3. Find the **Instant** app in the list and select it 4. Click **Versions > Create Version** 5. Under **Scopes**, leave the existing list exactly as it is and add `read_all_orders` to the end (for example, append `,read_all_orders`) 6. Click **Release**, then confirm **Release** again in the pop-up 7. If Shopify prompts you to approve the updated permissions on your store, accept it to finalise Once released, the new version becomes active and the updated scopes apply to the installed app. > **Note:** Only add `read_all_orders`. Leave every other scope in the list as it is, so you do not remove access Instant already relies on. > **Tip:** After releasing, check that the Instant app still shows **1 install**. This confirms the update applied to your store. **What happens next** Once the scope is in place, Instant can backfill your full order history. Your historical orders are pulled in behind the scenes, so there is nothing more for you to do after releasing the new version. Depending on your order volume, it can take some time for the full history and updated segment counts to appear. **FAQ** **Why do I need to add this scope?** Shopify only shares the last 60 days of orders under the standard scope. The **read_all_orders** scope is what gives Instant access to your full order history, which is needed for accurate segment counts and historical analytics. **Will this affect my store or my customers?** No. The scope only changes what order data Instant can read. It does not change anything on your storefront and does not affect checkout. **Do I need to create a new app or reinstall Instant?** No. You are adding one scope to the Instant app you already have installed. **What happens if I don't add this scope?** Instant will keep working, but it will only ever see your last 60 days of orders. Your segment counts and analytics will stay under-sized and will not reflect customers who ordered before that window, so any audiences or reporting that rely on full purchase history will be incomplete. **My segment counts still look low after I added the scope. What should I do?** The backfill can take some time to complete, so give it a while first. If your counts still have not updated, contact support and we will check the backfill on our side. **I can't find the Instant app in the Dev Dashboard. What should I do?** Contact support and we will help you locate the app and confirm the scope is added correctly. --- For more on managing your Shopify connection, contact support or reach out to your account contact at Instant. Article URL: https://help.instant.one/read-allorders-scope-in-shopify Keywords: ## Instant Release Notes | Q3 2026 ## Improved flow analytics with per step analytics Released 3 September 2026 ### What's new? - Flow pages have a new structure, with revenue data at the top, then interactions, then the per step breakdown - Delivered, opens, clicks and conversions each plot as a graph over time when you select their tab - A new performance per step card breaks down performance by touchpoint, alongside the totals ### Impact The numbers behind your flows were already being tracked. What changes here is the order they appear in, so the revenue a flow brought in reads first and the detail sits under it. The per step card is the new part. You can see which touchpoint is doing the work and what share of the results comes from each step, so a flow that looks healthy overall no longer hides a step that is not pulling its weight. ![Flow page showing revenue, interactions and per step performance](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/product-updates/new-analytics.gif) --- ## Add text over images Released 3 September 2026 ### What's new? - The image editor now lets you layer text over any image - Build your own hero images, or drop a message over an image you already have - Text styling reads from your brand kit for smart defaults, and you can override it with your own - Your text stays editable for good. It is never flattened into the image, so you can come back and change it at any time ### Impact Text added to an image is usually baked into the file the moment it is saved. From that point a small copy change means rebuilding the image from scratch, and the original layers are gone. Instant keeps the text as its own layer for as long as the image exists. A price, a date or an offer can be corrected weeks later in a few seconds, without going back to a design tool. [How to crop an image →](https://help.instant.one/how-to-crop-an-image/) ![Adding editable text over an image in the image editor](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/product-updates/add-text-images.gif) --- ## Send emails from a different email address Released 3 September 2026 ### What's new? - A new From section when you edit any email lets you pick which address that email sends from, in both campaigns and flows - Create sender profiles for each address you want to send from, each holding an email address and a sender name, for example John Smith and john@youremail.com - Set one profile as your default, so you only choose a different one when you want to - Find sender profiles under Settings > Email Settings, then scroll down to Sender profiles ### Impact Most of your email should come from the same place, and it still does unless you change it. This is for the emails that should not: a campaign written by your founder, or a plain text step in a flow that reads like a note from a person rather than from a brand. A plain text email lands differently when it actually arrives from your founder, and a message asking whether someone needs help with their order works better coming from support than from your marketing address. [How to send emails from different email addresses →](https://help.instant.one/how-to-send-emails-from-different-email-addresses) ![Switching the sender on an email](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/product-updates/switch-sender.gif) --- ## SMS Welcome flows are now live Released 2 September 2026 ### What's new? - A dedicated SMS Welcome flow texts a shopper as soon as they subscribe to SMS - The flow appears in your dashboard once SMS is connected and ready to send - You write your own copy for each message in the flow - Your configured coupon carries across, and you can include the coupon code in your template - It runs in parallel with your email Welcome flow, so a shopper can receive both depending on which they signed up to and when ### Impact This is a standalone flow rather than SMS added to your existing Welcome flow. It has its own trigger, its own touchpoints and its own copy, and it does not replace or delay the email welcome a shopper is already in. Welcome copy is the most bespoke content most brands write, so this flow hands you the message to write rather than generating it. A shopper who signs up with a phone number and no email address now gets a welcome as well, where before they heard nothing from you until your next SMS campaign. [How does the SMS Welcome flow work →](https://help.instant.one/how-does-the-sms-welcome-flow-work) ![SMS Welcome flow in the Instant AI dashboard](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/product-updates/welcome-flow-sms.gif) --- ## Brand kit now supports a mobile only logo Released 28 August 2026 ### What's new? - Upload a second logo that is specific to mobile - Shoppers reading on desktop see your desktop logo, and shoppers on a phone see your mobile one - Works automatically across every Instant header, all you need to do is upload the extra file ### Impact Plenty of brands have a long horizontal logo that works well on desktop and gets squeezed on a phone, so they keep a shorter mobile version alongside it. Until now the way to handle that in an email was a custom header with your own logic for what to show and hide on mobile. You can keep using Instant’s standard header instead, and just upload the second file. ![Mobile logo](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/product-updates/custom-mobile-logo.gif) --- ## Request Review Flows now support custom triggers Released 28 August 2026 ### What's new? - Set your own waiting period between an order being fulfilled and the review request sending - The default stays at 7 days, so nothing changes unless you adjust it ![Request review trigger](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/product-updates/request-review-trigger-change.gif) --- ## Skip Campaign emails if someone converts Released 21 August 2026 ### What's new? - Turn on a toggle to stop sending the remaining emails in a multi-step campaign to shoppers who convert - Build a nurture campaign of three or four emails and have it behave like a flow, so anyone who purchases early drops out - Off by default, and you can switch it on or off at any time - Find it under Campaigns > your campaign > Overview > Stop sending after purchase ### Impact Campaigns and flows have always worked differently. A flow reacts to what a shopper does, and a campaign sends to everyone on the list. That gap mattered most when you were using a multi-step campaign to nurture shoppers towards a purchase, because someone who bought from the first email kept getting the rest. You can now put that logic on a campaign. Build three or four emails to warm shoppers up, and anyone who converts along the way stops receiving the remaining sends. ![Stop sending after purchase](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/product-updates/turn-on-stop-sending-convert.gif) --- ## Bounce Reasons now on the deliverability dashboard Released 21 August 2026 ### What's new? - A new Reasons tab on the deliverability dashboard breaks down every reason your emails bounce - Bounces are grouped into categories, so you can see exactly what is causing them - An activity log at the bottom of the page shows everything happening on your account - Search, filter and open the full detail on any entry, which makes a problem much faster to diagnose ### Impact This page reports on work that is already happening. Instant manages a large number of deliverability scenarios for you automatically, and the recommendations page already tells you when something needs your attention. Reasons adds the evidence behind that. It shows why the bounces you still see are happening, and once the detail is visible most accounts look a lot healthier than expected. ![Bounce reasons](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/product-updates/bounce-reasons.gif) --- ## Crop images from the email editor Released 20 August 2026 ### What's new? - Crop and edit your images from inside the email editor - Choose from a library of preset image sizes, or crop freeform to your own dimensions - Rotate and flip images as well ### Impact Small image changes used to mean leaving Instant. You would open the image in another tool, crop it, save it, then come back and upload it again. Now the edit happens where you are already working, so the back and forth goes away for the small adjustments that come up while you are building an email. [How to crop an image →](https://help.instant.one/how-to-crop-an-image) ![Image cropping](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/image-cropping.gif) --- ## Send a preview email to someone else Released 19 Aug 2026 ### What's new? - Send a preview email to an address other than your own - Click Send preview to send it to yourself by default - Or open the drop down to pick another user, or type in any email address - Useful when the person who needs to review the email is not an Instant user ### Impact If you work with an agency or review emails across a large team, the person signing off on the copy is often not the person logged into Instant. You can now send the preview straight to whoever needs to see it, without forwarding it on yourself. ![Send a preview email](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/preview-email.gif) --- ## Winback periods are now adjustable beyond 90 days Released 18 Aug 2026 ### What's new? - Set a winback period to any number of days, not just up to a 90 day maximum - Extend to 120 days, 180 days, or longer where your buying cycle calls for it - The 90 day default stays in place, so nothing changes unless you choose to adjust it ### Impact A 90 day winback window is best practice for most stores, and it gets the strongest results across our merchant base. But some categories have much longer natural repurchase cycles, and a 90 day cap meant the flow would reach shoppers well before they were ready to buy again. You can now match the winback period to how your customers actually shop, whether that is four months, six months, or longer. ![Custom winback period](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/custom-winback.gif) --- ## Daily, weekly and monthly view for the campaign revenue graph Released 14 August 2026 ### What's new? - The campaign revenue graph can now be filtered by daily, weekly or monthly, instead of showing the last 7 days only - Switch to monthly to see your total campaign revenue across the past 12 months - Switch to weekly or daily to compare this week against last week - Find it on the campaign revenue graph at the bottom of your `Dashboard` ![Campaign revenue daily weekly monthly](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/campaigns%20daily%20monthly%20weekly.gif) --- ## Configurable stock thresholds for Back in Stock and Low in Stock Released 14 August 2026 ### What's new? - Set your own unit threshold for the Back in Stock and Low in Stock flows, instead of the fixed 10 units - Choose Default to stay on the standard threshold, or Custom to set your own number of units - Low in Stock triggers when inventory falls below the number you set. Back in Stock triggers once at least that many units are added back - One threshold per flow, and you can change it whenever you like - Saved changes apply to the flow straight away - Existing flows stay on the 10 unit default until you change them - Find it under Flows > flow overflow menu > Edit trigger ![Custom stock trigger](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/custom_BIS_trigger.gif) --- ## Upload Images up to 10MB Released 12 August 2026 ### What's new? - Upload images up to 10MB - This includes all supported image types, including GIFs --- ## Custom Flow improvements Released 10 Aug 2026 ### What's new? - Trigger a custom flow automatically when a specific Shopify tag is added to a customer - Ideal for time-limited campaigns like a sale waitlist, a competition, or an event sign-up: apply a Shopify tag to the right customers and the matching flow enrols and sends - Reuse the same tag for segmentation, so you can also send a one-off campaign to everyone carrying that tag (for example, the moment your sale goes live) - Find it under Flows > Custom ### Impact Some brands run a sale, waitlist, or promotion that only needs a flow for a short window, then take it down again. That kind of short-lived, custom automation was hard to manage before. Now you can add a Shopify tag to the right customers and trigger a custom flow off it, for exactly as long as you need it, without touching your core flows. One brand recently shut their store for 48 hours and built a waitlist flow that captured everyone who submitted their email while the store was down. When they reopened, they sent a campaign to everyone carrying that tag: an on-demand announcement to a warm, ready audience of over 1,700 people. The same approach powers competitions too, like tagging 1 in every 100 entrants as a winner and triggering a flow just for them. [How to run a custom waitlist or competition flow →](https://help.instant.one/how-to-run-a-custom-waitlist-or-competition-flow) ![Custom flow from Shopify tag](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/custom-flow-from-shopify-tag.gif) --- ## Upload customers to a custom list Released 11 August 2026 ### What's new? - When uploading a new list of shoppers, you can now choose to tag everyone in that upload with a shared attribute - This creates a custom profile attribute for the new list and tags every shopper you upload with it - Choose to upload to your master list only, or upload to your master list and tag them with a custom attribute at the same time - Find the new attribute after uploading under Shoppers > Filters > Profile Attributes > Your filter ### Impact Often you run an event and walk away with a CSV of sign-up emails, then need to email everyone on that list. You can upload them as new shoppers so they are in your campaigns, but it can be hard to know where you met them or to keep that group of people associated together. Tagging them on upload solves that. The shoppers go into your master list as normal, and the shared attribute lets you find the exact group again in segmentation and target them in a campaign. Previously you could do this with Shopify tags, which is still a great, closely integrated approach. This is an alternative for when you think in terms of "lists", while staying integrated with everything in segmentation. [How to tag shoppers with a label when you upload them →](https://help.instant.one/HELP-ARTICLE-SLUG) ![Add to custom list](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/add-to-custom-list.gif) --- ## Improved breakdown of segment count Released 10 August 2026 ### What's new? - A tooltip now sits next to the total eligible contacts for a campaign, breaking down how that final number is reached - See exactly what is subtracted to get there, for example suppressed contacts and email addresses not eligible to receive marketing ### Impact Your total email list and the number you can actually send a campaign to are often different, and it is not always obvious why. The usual reason is that suppressed contacts cannot be sent a campaign, so they are removed from the eligible count. Now you can hover over the total and see the full breakdown yourself, so the numbers make sense at a glance without having to ask. ![segment-count](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/segment-count.gif) --- ## More Visibility Over Shopify Integration Events Released 10 August 2026 ### What's new? - See webhook events and conversion events directly on your Shopify integration page - Get a clearer picture of the health of your Shopify integration in one place - Check whether the events coming from your store have actually changed over time - See which events we receive from the Shopify webhook (server side) and which from our pixel (client side) - Find it on your Shopify integration page [Understanding Shopify Integration Events with Instant AI →](https://help.instant.one/understanding-shopify-integration-events-with-instant-ai/) ![Shopify integration events](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/integration-events.gif) --- ## Predicted Gender in Segmentation Released 8 August 2026 ### What's new? - A new filter on a shopper's profile that predicts a shopper's gender based on their first name - Go to Shoppers > Add Filter > Profile Attribute > Predicted Gender ### Impact Predicted gender is based on census data matched to first names, the same approach used elsewhere. It is not relevant for every store, but some verticals rely on it heavily, so if you segment this way today you can now do it inside Instant. [How to use Predicted Gender →](https://help.instant.one/how-to-use-predicted-gender/) ![Predicted gender segmentation](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/predicted-gender-segmentation.gif) --- ## Dismissible Klaviyo Integration Banner Released 04 August 2026 ### What's new? - The banner prompting you to integrate with Klaviyo can now be dismissed - Press the X on the banner and it stays hidden for that site from then on - You can still add an integration any time under Settings > Integrations, the banner just won't show ![Dismissible Klaviyo integration banner](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/dissmissable-klaviyo-integration.gif) --- ## Turn Off Review Stars in Emails Released 04 August 2026 ### What's new? - Turn off review stars in your emails if you'd rather not show them - Stars stay on by default, you can opt out whenever you like - Handy if your reviews provider is unsupported or only partially supported - Find it under Settings > Email Settings --- ## Filter Segments by Product Variant Released 05 Aug 2026 ### What's new? - Build segments based on a specific product variant, not just the product itself - Target shoppers by the exact variant they bought or engaged with, like a single size, colour, or style within a product - Combine variant filters with your other segment rules to get as specific as you need - Find it under [Segments > Add Rule > Product Variant] ![Filter segments by product variant](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/product-variant.gif) --- ## Improved Shopper Profiles + Customer Health Insights Released 03 August 2026 ### What's new? - Shopper profiles now open in a side panel, so you can click a profile and see a preview without leaving the page you're on - Expand any preview to a full panel, or copy its URL to share a shopper with a teammate for collaboration - Previewing a shopper now shows customer health insights based on their past purchase behaviour: their total spend with you, their average order value, their average time between orders, and a predicted next order date from their history ### Impact Shopper profiles used to mean a full page redirect every time you wanted a closer look. Now you can open a profile in a side panel, glance at what you need, and carry on where you were. The new customer health insights turn each profile into a quick read on the relationship. See who your highest spenders are, how often they buy, and when they're likely to order next, so you can spot the shoppers worth a targeted follow up. ![Improved shopper profile](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/improved-shopper-profile.gif) --- ## Smart Coupons Can Now Have a Minimum Amount Configured Released 31 July 2026 ### What's new? - Pick a minimum % discount to offer in your smart rules, as well as a maximum - Both ends of the discount range are now fully configurable - Previously the minimum was fixed at 5% and only the maximum could be adjusted ![Smart coupon minimum amount](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/min-coupon.gif) --- ## Filter Segments by Products in a Collection Released 31 July 2026 ### What's new? - Filter segments based on whether a shopper has purchased a product inside a collection - The same option is supported in the Product Viewed and Added to Cart filters - Bulk manage product filters by collection instead of selecting products one by one ![Filter segments by products in a collection](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/products-in-collection.gif) --- ## Bulk Paste for Tone of Voice Words Released 30 July 2026 ### What's new? - Paste a comma separated string of words into your prioritise and avoid fields, and each word is added as its own chip automatically - Placeholder text now shows you how to paste with commas, and displays your remaining word allowance - Each single entry is capped at 60 characters, so a stray paragraph won't get added by mistake ### Impact Tone of voice words are meant to be single words or short phrases, but it wasn't always obvious, and some stores pasted in full paragraphs by mistake. Now the field tells you exactly how to add words, shows your allowance, and blocks overly long entries before they cause problems. Managing a long list is quicker, and you get it right the first time. ![copy-paste-brandkit-strings](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/copy-paste-brandkit-strings.gif) --- ## Change the background colour of an individual email Released 30 July 2026 ### What's new? - Set the background colour and primary text colour for a single email - Use the Style panel on the left to override your brand kit for this one email - Find it in Email Templates > Template Designer ### Impact Most brands use their brand kit for the vast majority of their emails, and that's exactly how it should work. But now and then you want one email to look different, without touching your brand kit or every other email. Now you can change the background and primary text colour of a whole email as a one off override, applied in bulk across that email in a couple of clicks. Without needing to manage individual blocks. ![bulk-change-bg-colour](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/bulk-change-bg-colour.gif) --- ## Cleaner Advanced Segment Filter Released 30 July 2026 ### What's new? - A refreshed layout for the advanced segment filter, making it easier to manage groups and AND/OR logic - All the same functionality, just cleaner and easier to follow ### Impact Building a segment with several groups and nested logic used to be hard to read. The new layout makes the structure clear at a glance, so it's quicker to build the segment you want and easier to spot when the logic isn't quite right. ![new-advanced-shopper-ui](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/new-advanced-shopper-ui.gif) --- ## Drag and Drop Images onto the Canvas Released 30 July 2026 ### What's new? - Drag files straight from your computer onto the canvas in bulk - Every file is added automatically as its own image block, no need to go through the image library ### Impact If you design images in other tools and just need them inside Instant, this is much faster. Drop a whole batch of files onto the canvas at once and we'll turn each one into an image block for you, so you can build a campaign in a fraction of the time. ![drag-and-drop-images](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/drag-and-drop-images.gif) ## Drag and Drop Improvements in the Email Editor Released 24 July 2026 ### What's new? - Drag blocks straight from the gallery on the left onto the canvas, so you control exactly where each one lands - Prefer clicking? A click still auto-inserts the block into the middle of your canvas, so both methods work - The side panel now shows all available blocks by default, so you can reach them faster without opening the library every time - Find it in the email editor ### Impact Placing blocks used to mean clicking and then dragging them into position after they landed in the middle of the canvas. Now you can drop a block exactly where you want it in one move, which makes building and rearranging emails quicker. If you liked the old click to insert flow, nothing changes, it still works alongside drag and drop. ![Drag and drop blocks onto the email editor](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/drag-and-drop-buttons.gif) --- ## Remembering Draft Settings When Swapping Images Released 24 July 2026 ### What's new? - Swap an image and keep all your unsaved customisations, including URL links - Previously, swapping an image reset those settings, so you had to reapply them each time - Makes cloning campaigns and updating images much faster ### Impact If you clone a campaign and swap in new images, you no longer lose the links and customisations you had already set. Everything carries over to the new image, so updating creative is a quick swap rather than a rebuild. ![Swapping image source while keeping draft settings](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/swap-image-source.gif) --- ## New & Improved Deliverability Recommendations Released 22 July 2026 ### What's new? - Instant now assesses your DMARC and SPF settings on the deliverability dashboard to check you have the optimal setup, not just that your records are connected - Your domain is monitored proactively, so we surface other settings that could be quietly affecting your deliverability, even after you have added the right DNS records - Key recommendations now appear on your main domain page as well as the deliverability dashboard, so you see them wherever you are working - Find your recommendations under **Settings > Deliverability** or **Settings > Domain** ### Impact Many brands add the correct DNS records and connect successfully, but do not realise other settings on their domain are still holding back their deliverability. The expanded recommendations catch these for you. It is a useful checklist before you go live, to make sure everything is optimised from day one. It is just as useful if you are already sending and want to confirm you are following best practice. Either way, the goal is simple: fewer emails in spam, more in the inbox. [How to get the best email deliverability →](https://help.instant.one/how-to-get-the-best-email-deliverability) --- ## Reorder Segments Released 22 July 2026 ### What's new? - Drag and drop your segments to reorder them however you like - Reorder the cards directly on screen, or from within the overflow dropdown - The order you set controls which segments show by default, so your favourites stay front and centre ### Impact If you manage a large number of segments, the ones you use most can get lost in the overflow dropdown. Now you decide the order. Pin your key segments (like VIPs or recent purchasers) to the front so they're always easy to reach, and keep the rest tidied away. ![Reorder segments](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/reorder-segments.gif) --- ## First Anniversary Flow Released 21 July 2026 ### What's new? - Enable a First Anniversary flow to celebrate a customer one year on from their first purchase - The email sends automatically one year after a customer's first order - Add a coupon with a discount to mark the occasion and give them a reason to come back ### Impact The First Anniversary flow is a simple, personal way to build loyalty and win back customers who haven't shopped in a while. Marking the anniversary of a first purchase gives you a natural, warm reason to reach out, and pairing it with a discount turns that moment into an incentive to buy again. It works especially well as a winback, reminding customers of a brand they bought from a year ago with a personalised gift. ![First anniversary flow](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/first-anniversary.gif) --- ## Minimum and Maximum Email Touchpoints Released 21 July 2026 ### What's new? - Welcome flows now support up to 10 email touchpoints (previously 5) - Price Drop flows now support as few as 1 email touchpoint (previously 3) - Adjust the number of emails when editing your Welcome or Price Drop flow ![Reduce email touchpoints](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/reduce-email-touchpoint.gif) --- ## Change the Background Colour of Layout Blocks Released 21 July 2026 ### What's new? - A colour picker has been added to the Layout Block options - Override the background colour of an individual layout block, independent of the rest of the email ![Change layout block colour](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/change-layout-block-colour.gif) --- ## Change Font Size in the Text Editor Released 21 July 2026 ### What's new? - Override any text to any size directly in the text editor - Previously text could only be set to brand kit sizes. Now you can highlight any text and set it to any size you like - Override the font style too, using any font imported from your brand kit, along with other styling options ![More granular text controls](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/more-granular-text-controls.gif) --- ## Image Gallery Improvements Released 14 July 2026 ### What's new? - Upload images in bulk. When you add an image block, drag and drop multiple images at once and they auto-select and add to your email together. - Ideal if you design a batch of images in Canva or elsewhere and want to drop them straight into the gallery and add them all in one go. - Bulk delete unused images. In the "Unused" tab of the gallery, select all and clear them in a single action. - Keeps your image gallery tidy by removing images you no longer need. ![Bulk upload images](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/bulk-upload-images.gif) ![Bulk delete unused images](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/clear-empty-image-gallery.gif) --- ## Self-serve changes to domains and subdomains Released 8 July 2026 ### What's new? - Configure and change your own sending subdomain, without going through support - Choose the subdomain name you send from (for example, mail. or send.) - Get a fresh set of DNS records to add every time you create a new domain - Once a domain is authenticated, pick which one Instant sends from - Find it under `Settings` > `Domain` [How to change your sending domain →](https://help.instant.one/update-your-domain-instant-ai/) ![Self-serve domain changes](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/self-serve-domain-changes.gif) --- ## Improved Location Filters Released 8 July 2026 ### What's new? - The location filter in segmentation now supports more granular shopper information - Filter by Country, State, City, or distance from an address - Add the location filter, choose how you want to drill down, and follow the prompts - With the distance filter, choose whether to measure in miles or kilometres - Address searches run through Google's address API, so you can find any valid registered address ### Impact Many brands want to get granular with segmentation to unblock use cases the standard filters could not reach. You can now find every customer within 10km of your store, or target shoppers in specific suburbs for a local promotion. Set the location filter once, pick how you want to drill down, and Instant handles the rest. ![Location filters](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/locationfilters.gif) --- ## NEW Meta Integration for Segments Released 6 July 2026 ### What's new? - Connect Instant AI to Meta to build more targeted audiences for your Meta ads - Create a segment in Instant using any criteria, then add it to your Meta integration - We sync everyone in that segment to Meta once a day, so your audience stays current for targeted ads - Find it under Integrations > Meta and follow the prompts to get started ### Impact Your first party data is some of your best ad targeting data, and Instant AI can help you make the most of it. The Meta integration lets you take any segment you can build in Instant, from cart abandoners to VIPs to shoppers who viewed a specific product, and turn it into a Meta audience for your ads. Because the segment is dynamic, the audience is too. We re-sync it to Meta every day, so as shoppers meet or stop meeting your criteria, your Meta audience keeps up without any manual exports. For example, build a segment of everyone who abandoned cart and viewed a specific product but hasn't purchased, sync it to Meta, then push them a special offer on Facebook and Instagram. [How to set up the Meta integration →](https://help.instant.one/instant-ai-meta-integration-sync/) ![Meta integration](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20Product%20Videos/meta%20integration.gif) Article URL: https://help.instant.one/instant-release-notes-q3-2026 Keywords: ## How to update your sending domain or subdomain with Instant AI The address Instant sends from has two parts: the part before the **@** (the prefix, for example **support**) and the part after the **@** (your sending domain, for example **send.yourdomain.com**). Which part you want to change decides where you go and whether any DNS work is involved. **Before you start: which part are you changing?** - **The part before the @** (the address prefix, your sender name, or your reply to address). These live on a sender profile in **Email Settings**. No DNS changes are needed. - **The part after the @** (your sending domain, including the subdomain or the root domain). This means adding a new domain and adding DNS records, then verifying it. Follow the domain steps further down. > **Tip:** You only need to authenticate a domain once. After that, the prefix, sender name, and reply to address on any of your sender profiles are freely configurable in **Email Settings** without touching your DNS again. **To change the part before the @ (prefix, sender name, or reply to):** 1. Click the **Settings** cog in the bottom-left corner of your Instant AI dashboard 2. Select **Email Settings** 3. Open the **Account** tab 4. Scroll to **Sender profile** and click **Edit** on the profile you want to change 5. Update any of the following: - **From address** to change the prefix before the @ (for example, change **support** to **sales**) - **Sender name** to change the name that shows in your customers' inbox - **Reply to address** to change where replies go when a customer replies to an email sent from that profile 6. Click **Done**, then click **Save changes** Each sender profile has its own address, sender name and reply to address, so you can also add a second profile rather than editing your existing one. See [How to send emails from different email addresses](https://help.instant.one/how-to-send-emails-from-different-email-addresses). The domain shown after the @ on the **From address** field is fixed to your active sending domain. To change that part, you need to add and activate a new domain using the steps below. > **Note:** Changing the prefix, sender name, or reply to address takes effect straight away and does not require any DNS changes or verification. **To add a new sending domain:** You need to create new domain records for any change to the part after the @, whether that is a new subdomain (for example, moving from **send.yourdomain.com** to **mail.yourdomain.com**) or a different root domain. 1. Go to **Settings > Domain** 2. Click **+ New domain** 3. Enter the **Subdomain** and **Domain** you want to send from (for example, **mail** and **yourdomain.com**) 4. Check the preview to confirm the full domain reads correctly, for example **mail.yourdomain.com** 5. Click **Continue** 6. Instant generates a set of DNS records (CNAME records) for you to add 7. Log in to your DNS provider (this is where your domain is registered, such as Cloudflare, GoDaddy, or Shopify) and add each record, copying the host name and value exactly as shown **To verify a domain:** 1. Go to **Settings > Domain** 2. Find the domain in the **Sending domains** table 3. Click the **⋯** menu on that row 4. Select **Verify DNS records** > **Note:** Verification can take a few hours. DNS records need to propagate across the internet, which is outside Instant's control, and can take up to 48 hours. You will usually see records start to connect within the first hour. If verification fails soon after you add the records, wait about an hour and try **Verify DNS records** again. If it keeps failing, check that every value matches exactly what Instant shows. A single typo, a missing dot, or an extra character will stop a record from connecting. **Understanding domain statuses** Each sending domain shows a status in the **Sending domains** table: - **Active** means this is the domain currently sending all your email - **Connected** means the domain is verified and ready, but not currently sending - **Failed** means verification did not pass, usually because a DNS record is missing or incorrect You can hold several **Connected** domains at once, but only one can be **Active**. **To switch your active sending domain:** 1. Go to **Settings > Domain** 2. Find the domain you want to send from in the **Sending domains** table 3. Click the **⋯** menu on that row 4. Select **Set as active** 5. Review the confirmation message, then click **Activate** Once you activate a domain, all email from Instant starts sending through it immediately. > **Note:** If you set a domain as active before it has been authenticated, Instant shows a warning and your email sending will stop, because we cannot send from an unauthenticated domain. Only set a domain as active once its status shows **Connected**. > **Tip:** You can view your records again at any time. Click the **⋯** menu on the domain and select **View DNS records**. **FAQ** **I only want to change the part before the @. Do I need a new domain?** No. If you are changing the prefix (for example, from **support** to **sales**), your sender name, or your reply to address, do it on a sender profile in **Settings > Email Settings > Account**. No new domain or DNS changes are needed. **Can I have more than one sending domain?** Yes. You can add and verify as many sending domains as you like. Only one is active and sending at a time, and you choose which one from the **⋯** menu. **How long does verification take?** It can take up to 48 hours for DNS records to propagate, though records usually start connecting within the first hour. If verification fails soon after you add the records, wait an hour and try again. **What happens to email already sending when I switch?** The switch takes effect immediately. All new email from Instant sends through the newly activated domain from that point on. **My domain shows Failed. What do I do?** A **Failed** status means one or more DNS records did not verify. Click the **⋯** menu and select **View DNS records** to check the records against what is saved with your DNS provider. Look for typos, a missing dot, or an extra character, correct any differences, then run **Verify DNS records** again. **Why would I switch my sending domain?** Common reasons include moving to a new brand domain, changing DNS providers, or replacing a domain that is no longer authenticating correctly. Article URL: https://help.instant.one/update-your-domain-instant-ai Keywords: ## What is the best practice to use GIFs in my emails A GIF is a short, looping animation that plays automatically with no click or video player needed. It's a nice way to add movement to an otherwise static image and can lift engagement to your emails. The thing to watch is file size: a GIF is heavier than a normal image, and the bigger it is, the more it affects how your email loads. Instant AI supports GIFs up to 5MB. **Why the GIF you choose matters** - **Loading.** All images, in every inbox provider, are loaded via a link. When a recipient opens an email they'll see a blank email while they wait for their email client to open the link and display the image. A heavy GIF will increase the load time. It's particularly noticeable on a mobile phone or with slow internet, and the image may seem broken or missing before it appears. This is unfortunately out of your control when creating the email and depends on the recipient's internet and how big the file is you're trying to send them. - **Frames.** A GIF isn't one image, it's a series of frames played one after another, and the email client has to draw each frame. The more frames it contains, the more work that is, so a GIF can feel slow or stutter even when the file itself is small. This is most noticeable on phones, which have less power to render each frame. - **Deliverability.** A GIF won't trigger a spam filter just for being a GIF, so the impact here is indirect. If the hero loads slowly or looks broken, people are more likely to delete the email without scrolling, or occasionally mark it as spam. Inbox providers watch those engagement signals to decide where your future emails land, so over time a poor experience can quietly drag on your deliverability. This is why we cap GIFs at 5MB. Beyond that, the loading and usability issues start to outweigh the benefit. **How to get it right** **Keep the frame count low** Frame count is the biggest lever you have. Because the email client draws every frame, fewer frames means faster loading and smoother playback, regardless of file size. So even a small GIF can behave badly if it's packed with frames. > **Tip:** The best GIFs often use just 2 to 3 frames. A simple loop looks intentional and performs far better than a smooth, video-style animation. **Build it 600px wide** The standard width for an email is 600px, so build a full-width GIF at 600px wide. That way it fills the space without being stretched or looking blurry. It's the same width we recommend for all email images. **Design the first frame to stand on its own** Some inboxes, including the desktop version of Outlook, don't animate GIFs at all, they just show the first frame as a still. So make sure that first frame works as a complete image on its own. It's also the frame everyone sees while the rest of the GIF loads. **Alt text is handled for you** Alt text is what shows when an inbox blocks or can't load an image, and it's what screen readers read out, so your message still gets across when the GIF doesn't. You don't need to add it yourself. Instant AI automatically generates alt text for every image in your emails, including uploaded GIFs, based on the image's content, so there's nothing to configure. > **Note:** Stick to one GIF per email, as the hero. The loading cost adds up with each one, so several GIFs in a single email undo the effort you've put into any one of them. **Keep the movement gentle** Avoid fast, strobing or flashing animation. As well as looking frantic, it can cause issues for people with photosensitivity or motion sensitivity. Slower, subtler movement is safer and tends to look more premium anyway. **Test before you send** 1. Add a short GIF (2 to 3 frames) to a test campaign 2. Send a test to yourself 3. Open it on a real phone, not just desktop, since that's where slow loading shows most 4. Check it in Gmail (web and app), Apple Mail and an Outlook inbox if you can 5. Check the first frame looks right on its own Once you're happy, try it in a single campaign before using it more widely. **FAQ** **What is the maximum GIF size I can use?** 5MB. Beyond that, the loading and deliverability trade-offs aren't worth it. **My GIF is small in file size but still loads slowly. Why?** It probably has too many frames. File size and frame count are separate things, and lots of frames are slow to draw even in a small file. Cut the number of frames down. **Why does my GIF look static for some recipients?** Some inboxes, like the desktop version of Outlook, only show the first frame and don't animate. That's normal. Just make sure the first frame stands on its own. **How many frames should a GIF have?** Fewer is better. 2 to 3 works well for most email GIFs. **Can I use more than one GIF in an email?** Best not to. Each one adds loading cost. Use one as the hero and keep the rest static. **Will Instant AI compress my GIF?** Instant AI compresses images for deliverability, but it can't reduce the frame count for you. That part you'll need to do in your own editing tool before uploading. --- For more on sizing your visuals, see [What's the ideal image size for my emails?](https://help.instant.one/whats-the-ideal-image-size-for-my-emails). For accessibility, see [How does Instant AI manage alt text in emails?](https://help.instant.one/how-does-instant-ai-manage-alt-text-in-emails). Article URL: https://help.instant.one/what-is-best-practice-with-gifs-in-email Keywords: ## How to manage your tone of voice in Instant AI Instant AI writes in your brand's voice automatically, so you never have to set your tone of voice manually. If you want to add context that your website can't show us, you can answer a few optional questions to sound even more like you. **How your tone of voice works by default** By default, Instant AI reads your website and uses it to write so that your copy sounds like you. When we write any of your flows, we read your product descriptions and information about your products to work out what to talk about and how to sound. The more personality your product descriptions have, the more personality shows up in your copy. We also pick up key phrases from your website and product pages automatically. This means you don't need to do anything to get on-brand copy. It works out of the box. **When to add extra context** Sometimes there's context about your brand that just can't be captured from your website. If that's the case, you can answer a few extra questions to give us more to work with and sound even more on brand. This step is completely optional. If you leave it blank, we'll still use your website content to sound like you. **To customise your tone of voice:** 1. Go to **Brand Kit** in your Instant AI dashboard 2. Click **Edit** in the top right 3. Scroll down to the **Tone of voice** section and click the edit (pencil) icon 4. Answer any of the questions you'd like to (all optional) 5. Click **Save changes** **The questions you can answer** There are five questions, plus a formatting option for your subject lines and preview text. - **About your brand.** Tell us who you are, where you came from, and what you stand for. - **About the products you sell.** Describe what you sell and what makes it worth buying. - **About your target audience.** Tell us who you're writing to and what they care about. - **Words we prioritise.** The words and phrases you like to use. - **Words we never use.** The words and phrases you want us to avoid. - **Subject & preview formatting.** Set how you'd like your subject lines and preview text to be cased. **About your brand**, **About the products you sell**, and **About your target audience** are free text fields with a 1,500 character limit each. Write them in your own voice, the same way you'd describe your brand to a new team member. **Words we prioritise** and **Words we never use** accept up to 30 entries each. Each entry can be a single word or a whole phrase. For example, `cart` is a valid entry, and so is `still looking for this`. Use these for anything specific you want us to lean into or steer clear of. **A worked example** Here's how a made-up brand, Feisty Goat Coffee Co, might fill these in. **About your brand** We're a Melbourne roastery that started in a garage in 2019. We roast in small batches every week and we're not precious about it. We think coffee should be strong, honest and a bit of fun, not a lecture. **About the products you sell** Single-origin beans and house blends, roasted weekly and shipped within days. We've got an easy morning house blend right through to a punchy espresso that'll wake the dead. **About your target audience** Home baristas and everyday coffee drinkers who care about a good cup but don't want to be talked down to. They know their way around a grinder and they'd rather we got to the point. **Words we prioritise** bold, punchy, small-batch, roasted weekly, brew it your way **Words we never use** artisanal, journey, elevate, curated, unlock From Feisty Goat's product descriptions, we already know their coffee is roasted weekly and comes in small batches, so an abandoned cart email would talk about their beans accurately either way. What the website didn't tell us was the bit of fun in how they talk. With the tone of voice context above, that same email can open with "Still thinking it over? Your beans are getting lonely." instead of a straight "Your coffee is waiting in your cart." The facts come from your products, the personality comes from here. > **Tip:** You don't need to answer every question. Fill in the ones where you have something specific to add and leave the rest blank. We'll fall back to your website for anything you skip. > **Note:** These questions add context on top of your website, they don't replace it. Even with every field filled in, we still read your product descriptions and pages to write each flow. **FAQ** **Do I have to set my tone of voice?** No. Instant AI reads your website and product descriptions and writes in your voice automatically. The questions are there for extra context only. **What happens if I leave the questions blank?** We'll use your website content to sound like you, exactly as we do by default. Nothing breaks. **Can I enter phrases, or just single words?** Both. The **Words we prioritise** and **Words we never use** fields accept single words and full phrases. **How many words or phrases can I add?** Up to 30 entries in each of the **Words we prioritise** and **Words we never use** fields. **Is there a limit on the longer answers?** Yes. **About your brand**, **About the products you sell**, and **About your target audience** each have a 1,500 character limit. **Will changes apply to emails I've already sent?** No. Your tone of voice applies to copy written after you save your changes. Emails already sent are not affected. Article URL: https://help.instant.one/instant-ai-manage-your-tone-of-voice Keywords: ## How to use Instant AI segments with Google Ads Your Instant segments are built on identified shopper data, which makes them a strong source for building custom audiences in your paid ads. Instant does not have a direct Google Ads integration, so you cannot sync a segment to Google automatically. You can still put the same audience to work by exporting any segment as a CSV and uploading it to Google Ads as a customer list. If you advertise on Meta, Instant connects natively. It syncs your segments to Meta as Custom Audiences and refreshes them every 24 hours, so there is no manual export. See [How to set up the Instant AI and Meta integration](https://help.instant.one/instant-ai-meta-integration-sync). For Google Ads, the export below gives you the same targeting outcome with a quick manual upload. **Why use Instant segments in your paid ads** Instant identifies far more of your site traffic than standard cookies, so a segment can reach a larger, more accurate set of shoppers than a list built elsewhere. Because you can filter the **Shoppers** page on anything (engagement, purchase behaviour, location, product interest, and more), you can shape an audience precisely and then use it in Google Ads to: - Target a specific group of shoppers with tailored offers and messaging - Exclude a group, such as recent purchasers, so you stop spending on people who have already converted - Build lookalike or similar audiences in Google Ads from a high-quality seed list The export is a direct match of the table on screen. Whatever filters you have applied are exactly what gets downloaded, so you control the audience before it ever leaves Instant. **To build and export a segment for Google Ads:** 1. Go to **Instant AI > Shoppers** 2. Apply any filters you want to define your audience (for reusable segments, see [How to create and save segments in Instant AI](https://help.instant.one/how-to-create-and-save-segments-in-instant-ai)) 3. Check the shopper list on screen matches the audience you want 4. Click the **⋯** menu in the top-right corner 5. Select **Export as CSV** 6. Once your file is ready, click **Download CSV** Exporting a segment for Google Ads **To upload your list to Google Ads:** 1. In Google Ads, open **Tools > Audience manager** 2. Go to **Your data segments** and click the **+** to create a new segment 3. Select **Customer list** 4. Upload the CSV you exported from Instant 5. Map the columns Google Ads uses to match shoppers, such as email address and phone number 6. Save the segment, then apply it to a campaign to target or exclude it **What the export includes** Each row is one shopper profile. The columns Google Ads uses to match shoppers are the **Email Addresses** and **Phone Numbers** fields. The file also includes Profile ID, Last Event Time, First Name, Last Name, address fields, and engagement counts. For the full column list, see [How to export your Shoppers list](https://help.instant.one/how-to-export-your-shoppers-list). > **Tip:** Google Ads matches customers on email address and phone number, and both are included in the export. The more contact details in your list, the higher your match rate in Google Ads. > **Note:** The export reflects whatever is in view when you download it. Apply your filters first, then export, so the CSV contains only the shoppers you want. **FAQ** **Does Instant integrate directly with Google Ads?** No. Instant does not sync segments to Google Ads. You can export any segment as a CSV and upload it to Google Ads as a customer list, which gives you the same audience to target or exclude. **Do you have a direct integration for Meta?** Yes. Meta connects natively and syncs your segments as Custom Audiences, refreshed every 24 hours, with no manual export. See [How to set up the Instant AI and Meta integration](https://help.instant.one/instant-ai-meta-integration-sync). **What data does Google Ads use to match my shoppers?** Email address and phone number. Both are included in the export, so no extra formatting of the data is needed on Instant's side. **How do I keep my Google Ads audience up to date?** The export is a point-in-time snapshot of your segment. To refresh it, re-export the segment from the **Shoppers** page and upload the new CSV to the same customer list in Google Ads. **Can I export a saved segment, or only a filtered view?** Both. Open a saved segment or apply filters manually on the **Shoppers** page, then export. The download always matches what is on screen. --- For more on connecting Instant to Meta, see [How to set up the Instant AI and Meta integration](https://help.instant.one/instant-ai-meta-integration-sync). For more on segments, see [How to create and save segments in Instant AI](https://help.instant.one/how-to-create-and-save-segments-in-instant-ai). Article URL: https://help.instant.one/how-to-use-instant-ai-segments-with-google Keywords: ## How Instant AI protects your welcome flow coupons Your welcome flow is usually where your most valuable discount goes out, so it is also where coupon abuse does the most damage. Instant AI decides coupon eligibility for every shopper individually, at the moment each email is sent, rather than handing the same code to everyone and hoping it does not leak. This means you can run a generous welcome offer without giving discounts to people who should not get one, and without codes circulating on deal sites. This article explains the four ways coupon abuse usually happens and exactly how Instant AI handles each one, so you can set your welcome flow live with confidence. **How Instant AI optimises your welcome flow coupons** Instead of policing coupons manually, Instant AI applies its own logic to every send. The core principle is that eligibility is decided per shopper, per email, not once at signup. By default, we provide our protections work together: - Each code is unique to the shopper and single-use - Each code expires automatically once the series is over - Coupons are stripped from anyone who has ever ordered from you - Re-entry and send frequency are controlled by built-in cooldowns Options such as reusing coupon codes or coupon codes that don't expire are available as optional settings in our coupon configuration however aren't enabled by default to provide the best configuration by default. **"Won't my discount code end up on a deal site?"** By default, every shopper who qualifies for a welcome coupon receives their own unique code. These codes are randomly generated, checked against your Shopify discounts so no two shoppers ever share one, and set to **single use**. Once a code has been redeemed once, it is dead. A shopper cannot post their code to a coupon forum and have hundreds of strangers redeem it, because the second person to try will find it already used. If you would rather run one shared code for everyone (for example, a memorable campaign code), you can choose that instead. When you create a coupon in **Settings > Coupons**, the setup wizard lets you pick the code type. A shared code can be redeemed multiple times, so this is the trade-off: choose unique codes for the tightest control, or a shared code for simplicity. **"What stops an old code being redeemed weeks later?"** Welcome coupons are time-boxed automatically. Each code stays valid for the length of the welcome series plus a short buffer, then expires at the end of that day. You do not set a fixed number of days yourself. Instant AI sizes the window to your flow, so the code lives just long enough for the shopper to use it while they are engaged, and expires soon after the last email in the series has sent. Because the window is tied to the flow rather than a static date, a code that escapes onto another site becomes worthless within days rather than lingering indefinitely. If you select an existing Shopify discount without an expiry, then this will apply instead of Instant's expiry date. **"A customer subscribed while placing their first order. I don't want to give them a welcome discount."** Before sending a welcome email with a coupon, Instant AI checks the shopper's full Shopify order history. If they have **ever** placed an order with you, the welcome email still sends, but the coupon is removed. This covers the exact case where a large share of new subscribers are people who just bought something and got added to your list at checkout. You do not want to hand those shoppers a discount, and you do not have to remember to exclude them. **"Someone unsubscribes and resubscribes to farm the code."** Instant AI closes this loophole through a combination of checks automatically so that you don't have to: - The order-history check above still applies, so any resubscriber who has bought from you gets the welcome email with no coupon - The welcome series only sends once per shopper profile, so a profile that has already been through the welcome flow will not run through it again and pick up a fresh code **"I need control over when the series can send again."** Instant AI has built-in cooldowns so shoppers are not bombarded or re-enrolled too soon: - A shopper cannot receive more than one welcome email within a 24 hour window - Once a shopper has completed a flow, they will not be re-enrolled into that flow group for 7 days - A completed purchase stops any in-progress welcome enrolment, so someone who buys mid-series stops receiving the rest Because eligibility is decided per shopper at send time, Instant AI lets genuine new signups into the welcome flow and then decides coupon eligibility individually, rather than relying only on a blunt re-entry timer. In practice this is tighter control over who gets a discount, not looser. **FAQ** **Do all shoppers get a unique code?** Yes, by default. Every shopper who qualifies for a welcome coupon receives their own single-use code. You can switch to a single shared code if you prefer, but shared codes can be redeemed more than once. **How long is a welcome coupon valid for?** The window is set automatically based on the length of your welcome series plus a short buffer, then the code expires at the end of that day. You can also set your own end date, and Instant AI will use whichever comes first. **When does the discount first appear?** In the welcome flow, the coupon is included from the very first email, which sends immediately after signup, and it carries through every following email in the series, as long as the shopper is eligible. **What happens if someone has already bought from me?** They still receive the welcome email, but the coupon is removed. Instant AI checks whether they have any order on record in Shopify, including orders later cancelled or refunded, not just recent ones. **Can someone get a second welcome coupon by unsubscribing and resubscribing?** No. The welcome series sends only once per profile, and anyone who has any order on record has their coupon stripped regardless of subscription status. If you have Klaviyo connected, shoppers who already existed in your Klaviyo account and were subscribed there before the flow started are suppressed from the welcome email. **Can I use my own Shopify discount instead of an automatically generated one?** Yes. You can connect an existing Shopify discount in **Settings > Coupons**, and Instant AI will still generate unique single-use codes per shopper while respecting your discount's rules and exclusions. --- For more on how the welcome flow is triggered and structured, see [How does the Welcome Flow work?](https://help.instant.one/how-does-the-welcome-flow-work). For coupon setup, see [How to Manage Coupons with Instant AI](https://help.instant.one/how-to-manage-coupons-with-instant-ai). Article URL: https://help.instant.one/how-instant-ai-protects-welcome-coupons Keywords: ## How does the First Anniversary Flow work? The First Anniversary Flow automatically emails a shopper one year after their first purchase, celebrating the milestone and giving them a reason to come back. It is an out-of-the-box flow that turns itself on, so there is nothing to build or schedule. **Where to find it** Go to **AI Flows** in your Instant AI dashboard and look under **Loyalty**. The Anniversary Flow appears there by default on every account. **How it works** - Triggers exactly one year after a shopper's **first** completed purchase (based on their first order date, not their most recent order). - Applies to all shoppers and all products. There is nothing to configure per product. - Sends one touchpoint by default. You can turn on additional touchpoints if you want a longer series. - The copy is written by AI in your brand's tone of voice, referencing the one-year milestone. - The email uses the same structure as your Post Purchase and Win-Back flows: header, body, cart, and footer. **Adding a coupon** You can attach a coupon to the Anniversary Flow to incentivise the repeat purchase, in the same way you configure coupons on any other flow. 1. Go to **Settings > Coupons** 2. Add or open the coupon you want to use 3. Click the **Settings** (gear icon) on the **Coupons** page 4. Select **Anniversary** among the flows the coupon applies to 5. **Save** > **Note:** The trigger is fixed. You cannot change when the Anniversary Flow sends or which shoppers it targets. This keeps the one-year timing accurate for every shopper. > **Tip:** The Anniversary Flow runs on a fixed one-year timer, so it is not affected by your Email Intensity setting. Intensity controls your abandonment flows, not lifecycle flows like this one. **FAQ** **Do I need to set the Anniversary Flow up?** No. It appears under **Loyalty** by default and turns on like your other flows. Your shoppers experience it automatically with no setup from you. **Which purchase does it count from?** Only the first purchase. The flow measures one year from a shopper's first completed order, so each shopper receives it once, on the anniversary of that first order. **Does it send for free or $0 orders?** No. The flow only counts purchases above $0, so free orders and $0 orders do not start the timer. **What happens if the first order is refunded?** Orders that do not represent a genuine paid purchase are not counted, so a refunded or $0 first order will not trigger the flow. **Can I edit the trigger or target specific products?** No. The trigger is fixed at one year from first purchase and the flow is product agnostic. You can add a coupon and turn on extra touchpoints, but you cannot change who receives it or when. **Can I add more than one email?** Yes. One touchpoint is on by default, and any additional touchpoints are optional. --- For more on how flows enrol shoppers and send, see [Understanding Instant AI Flows](https://help.instant.one/understanding-instant-ai-flows). For coupon setup, see [How to Manage Coupons with Instant AI](https://help.instant.one/how-to-manage-coupons-with-instant-ai). Article URL: https://help.instant.one/first-anniversary-flow Keywords: ## How to get the best email deliverability with Instant AI Deliverability is one of the biggest factors in how your email marketing performs, so Instant continuously checks your setup against best practice and makes personalised recommendations to keep you optimised. This article shows you where to find those recommendations and how to action them. **Where to find your recommendations** There are two places you can see your deliverability recommendations. The first is your deliverability dashboard. Go to **Settings > Deliverability** in your Instant AI dashboard. This runs a complete analysis of your deliverability score for both flows and campaigns, depending on how many you have sent, and lists personalised recommendations based on your domain. The second is your domain settings, at **Settings > Domain**. The same recommendations appear here, so wherever you are editing your setup you will always see them if we have any. **To action a technical recommendation:** 1. Go to **Settings > Deliverability** in your Instant AI dashboard 2. Scroll to the recommendations listed under your domain 3. Read the recommendation, including when to add a record and what to replace it with 4. Add the record with your DNS provider following the steps shown 5. Click **Verify** and we will mark the recommendation as done **What kind of recommendations you might see** Recommendations are personalised to your domain and fall into two groups. Technical recommendations relate to your DNS setup and email authentication. These could be setting up your own authenticated domain (required by default), adding an SPF or DMARC record, or moving from your main domain to a subdomain. We do our best to explain what each one means, but the most important thing is to follow the best practice setup and the exact steps shown, including which records to add and what to replace. Non-technical recommendations come after your technical setup is complete. An example is setting a custom reply-to address so replies reach a monitored inbox, and we will show you where to do that. > **Tip:** If you see a single large green tick with no recommendations, that is a good sign. It means you have completed every step we check for and your setup is fully optimised. **Changing your domain configuration** If you want to change the domain itself, meaning everything after the @ symbol on your sending address, go to **Settings > Domain**. This is where you can change which domain is authenticated, for example if you have rebranded or need to connect to a different subdomain. You will see the same technical recommendations here as on your deliverability dashboard. **FAQ** **What actually affects my deliverability?** Several things: whether your sending domain is authenticated (SPF, DKIM, and DMARC), your sender reputation, your list quality, and how recipients engage with your emails. Instant checks the parts we can see and recommends fixes, but a clean, engaged list and consistent sending matter too. **Do I have to complete every recommendation?** Technical basics like an authenticated domain are required before you can send. Some recommendations, such as adding an SPF record on your sending subdomain, are strongly recommended rather than strictly required, because a missing subdomain record is one factor in deliverability alongside sender reputation and DMARC. We recommend actioning all of them for the best results. **What is the difference between the SPF record on my root domain and the one on my subdomain?** Every brand needs an SPF record on their root domain, and if you have none we add it. When we send from a subdomain (such as mail.yourbrand.com), we also recommend an SPF record on that subdomain, because inbox providers check the sending subdomain, not the root. A perfectly good root record does not cover the subdomain on its own. **Why are my emails landing in spam or junk even though my setup looks fine?** A missing subdomain SPF record does not guarantee junk placement, and having one does not guarantee inbox placement. Placement depends on authentication, sender reputation, and recipient engagement together. Start by actioning any recommendations on your deliverability dashboard, then focus on list quality and consistent sending to build reputation over time. **How do I stop replies from being missed?** If a sender profile has no reply to address it shows **No reply-to**, so replies to emails sent from it may not reach anyone. Set a **Reply to address** on the profile in **Settings > Email Settings > Account** so customer replies reach an inbox you check. **I made a change but the recommendation still shows. What do I do?** After adding a record with your DNS provider, click **Verify** on the recommendation. DNS changes can take some time to propagate, so if it does not verify immediately, wait a little and try again. --- For more on authentication and connecting your domain, see [Why does Instant AI need to connect to my DNS provider?](https://help.instant.one/why-does-instant-ai-need-to-connect-to-my-dns-provider). To set your reply to address and sender details, see [How to send emails from different email addresses](https://help.instant.one/how-to-send-emails-from-different-email-addresses). Article URL: https://help.instant.one/how-to-get-the-best-email-deliverability Keywords: ## How SMS pricing and credits work # How SMS works on Instant ## How does SMS work on Instant? SMS on Instant is billed the same way as email: your plan includes a monthly allotment based on send volume, and anything beyond that allotment is billed as overage. The only difference is that SMS usage is measured in credits rather than individual messages. SMS is not a separate channel you need to design or manage. It works inside the flows and campaigns you already run, with Instant handling timing, targeting, and (in flows) the content itself. ## How can I enable SMS? To enable SMS, reach out to your CSM and they will be happy to support. Before you can send, your business must complete a one-time verification process. Mobile carriers require proof that a business is legitimate before it can send commercial SMS. For Australian sending, you complete this in the SMS page under Configuration by submitting proof of business registration (such as an ABN extract) and proof of business addretss (such as a utility bill). Verification is typically processed within 48 hours. For US sending, your CSM will collect your business registration details and proof of SMS opt-in consent, and complete the process for you. Note: verification is based on where your recipients are, not where your business is located. If you want to send to both Australian and US numbers, you need to complete both verifications. ## Who is eligible to send SMS? Any verified business can send SMS, with one exception: brands in carrier-restricted content categories. These restrictions apply in every region Instant supports — they are enforced by mobile carriers and messaging providers, and no amount of recipient consent overrides them. The industry standard for restricted content is the SHAFT framework, which prohibits or restricts SMS relating to: Sex — adult content, dating services, sexually suggestive content Hate — always prohibited, no exceptions Alcohol — permitted in the US only with age-gating (21+) in place Firearms — weapons, ammunition, and accessories Tobacco — including vapes, e-cigarettes, and smoking accessories Carriers also restrict adjacent categories such as cannabis, CBD, gambling, payday loans, and debt collection. Brands in these categories may fail carrier registration or have their messages filtered, even when recipients have opted in. Enforcement differs slightly by region. In the US, these rules come from the CTIA's messaging principles and are checked during carrier registration. In Australia, gambling, firearms, and cannabis-related content is strictly prohibited at the carrier level, and the Spam Act additionally requires consent, sender identification, and a working unsubscribe in every message. Instant handles identification and unsubscribe automatically: every SMS includes your brand prefix and an auto-appended "Reply STOP to unsubscribe" line. If you're unsure whether your products fall into a restricted category, ask your CSM before starting verification. Finally, Instant only sends SMS to shoppers who have given explicit SMS consent. SMS consent is separate from email consent, and unsubscribes sync both ways with Klaviyo if you have an integration. ## What regions can I send SMS in? SMS is currently available in Australia and the US. ## What is a credit? Text messages are transmitted in segments. A single SMS of up to 160 standard (GSM) characters is one segment; longer messages are split into multiple segments. Each segment consumes credits based on where it's sent: United States: 1 credit Australia: 4 credits Because usage is normalized into credits, SMS plan tiers are global — one credit allotment covers sending to any supported country. Note that pricing follows the recipient: a US brand sending to an Australian number is charged at the Australian rate. Every SMS sent from a flow is kept within a single segment, so flow sends always cost a predictable one segment's worth of credits. ## Plan tiers Your SMS plan is a monthly subscription that includes a set number of credits. Choose the tier that matches your typical monthly send volume — and if you need more than 3.5M credits per month, contact us for custom pricing. ## What happens if I go over my included credits? Your messages keep sending — nothing is paused or blocked. Credits consumed beyond your plan's allotment are billed at your tier's per-credit overage rate on your next invoice. If you're regularly incurring overages, moving up a tier is almost always cheaper. Email notifications are delivered to brands when 70%, 90%, and 100% of credits are consumed to give plenty of advance notice. ## Tracking your usage Your credit consumption is metered in real time and visible in your Instant dashboard alongside your email usage, so you can always see where you stand for the current billing period. ## How does SMS work in flows? SMS is available inside your Abandoned Cart and Abandoned Checkout flows. There is nothing to build or write — enable SMS on a flow and Instant handles the rest. - Instant sends **one SMS per enrollment**, inserted at the highest-impact touchpoint of the flow. All other touchpoints send email as normal. - If a shopper has no SMS consent, no phone number, or a number in an unsupported region, Instant **falls back to email** — no shopper is skipped. - Each message is **AI-generated per shopper**, based on what they viewed, their cart, and your brand's tone. If a coupon is configured on that touchpoint, it carries through to the SMS automatically. - If the shopper converts or unsubscribes before the SMS touchpoint, the SMS is skipped. - Every flow SMS stays within one segment, so the cost is predictable on every send. Once live, your flow dashboard shows a full breakdown by channel: revenue split between email and SMS, sends, clicks, and deliverability, plus a per-message activity log where you can preview the exact SMS each shopper received. ## How does SMS work in campaigns? SMS is a step type inside multi-step campaigns. You can mix SMS and email steps in any combination, or send a standalone SMS-only campaign. - **You write the content.** Unlike flows, campaign SMS is written by you: 120 characters including your brand prefix, with a live character count in the editor. A first-name variable with a fallback value is supported. - **One link, always.** Every SMS includes exactly one link (your store URL by default). SMS attribution is click-based, so the link is required. The unsubscribe line is appended automatically and doesn't count toward your character limit. - **One segment for the whole campaign.** You pick a single audience segment, and Instant works out who receives each step: email-only subscribers get email steps, SMS subscribers get SMS steps, and shoppers subscribed to both get both. - **Each step has its own send time**, in your store's local time zone. SMS results — sends, clicks, attribution, and revenue — appear in your campaign analytics alongside email, so you can compare both channels in one place. Article URL: https://help.instant.one/how-SMS-pricing-and-credits-work Keywords: Instant AI, SMS, Pricing, price, tiers ## How to add the write_customers scope to your Shopify integration If new subscribers are not being added to your list, it is usually because your Shopify connection is using an older set of permissions. Instant creates a customer record in Shopify each time someone subscribes, and it cannot do that without permission to write customers. The scope to add is **write_customers**. You are updating the Instant app you already have installed, so you do not need to reinstall Instant or create a new app. **To add the write_customers scope:** 1. In your Shopify admin, go to **Settings > Apps and sales channels > Develop apps** ![Go to Develop apps in your Shopify admin](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/shopify-step1.gif) 2. Click **Build apps in Dev Dashboard**. This opens the Shopify Dev Dashboard in a new tab ![Open the Shopify Dev Dashboard](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/shopify-step2.gif) 3. Find the **Instant** app in the list and select it ![Select the Instant app](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/shopify-step3.gif) 4. Click **Versions > Create Version** ![Create a new version](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/shopify-step4.gif) 5. Under **Scopes**, leave the existing list exactly as it is and add `write_customers` to the end (for example, append `,write_customers`) ![Add write_customers to the end of the scopes list](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/shopify-step5.gif) 6. Click **Release**, then confirm **Release** again in the pop-up ![Release the new version](https://21262878.fs1.hubspotusercontent-na1.net/hubfs/21262878/Instant%20AI%20GIFS/shopify-step6.gif) 7. If Shopify prompts you to approve the updated permissions on your store, accept it to finalise Once released, the new version becomes active and the updated scopes apply to the installed app. > **Note:** Only add `write_customers`. Leave every other scope in the list as it is, so you do not remove access Instant already relies on. > **Tip:** After releasing, check that the Instant app still shows **1 install**. This confirms the update applied to your store. **What happens next** Instant can create customer records in Shopify as soon as the new version is released, so new sign-ups start being added to your list again. There is nothing more for you to do. **FAQ** **Why do I need to add this scope?** Instant writes new subscribers back to Shopify as customer records. Without **write_customers**, Instant can read your existing customers but cannot create new ones, so new sign-ups are not added to your list. **Will this affect my store or my customers?** No. The scope only lets Instant create and update customer records. It does not change anything on your storefront and does not affect checkout. **Do I need to create a new app or reinstall Instant?** No. You are adding one scope to the Instant app you already have installed. **What happens if I don't add this scope?** Instant will keep working for the shoppers already on your list, but new subscribers will not be created. Your list stops growing, and those shoppers never enter your welcome flow. --- For more on updating your Shopify permissions, see [How to add the read_all_orders scope to your Shopify integration](https://help.instant.one/read-allorders-scope-in-shopify). Article URL: https://help.instant.one/how-to-add-write-customer-scope Keywords: ## Understanding your Shopify integration events in Instant AI Instant AI tracks two kinds of Shopify events: **Website Events**, which come from the Instant pixel on your storefront, and **Webhook Events**, which come straight from Shopify's servers. Together they show whether your shopper activity and store data are flowing into Instant, which is the first thing to check when something looks off. **Where to find your events** 1. Go to your Instant AI dashboard and open the **Shopify** integration 2. Make sure the integration shows **Connected** 3. You'll see three charts: **Website Events**, **Conversions**, and **Webhook Events** 4. Use the date selector (for example **Last 14 days**) in the top-right to change the range. It applies to all three charts at once Hover over any point on a chart to see the exact event count for that day, broken down by event type. **The two types of events, and why Instant uses both** Instant listens to your store in two places at once. Each one answers a different question, so both work together. **Website Events (client-side)** are collected by the Instant pixel running in your shopper's browser. They capture what a shopper is doing on your site in real time, as it happens: the pages they view, the products they browse, the moment they add to cart. This is the behaviour that lets Instant identify shoppers and trigger flows based on what they do on your site. **Webhook Events (server-side)** are sent directly from Shopify to Instant whenever something changes in your store. They are the authoritative record of what actually happened: an order was placed, a customer was created, a product was updated. Because they come from Shopify's servers rather than the browser, they don't depend on the shopper's device, ad blockers, or the pixel loading correctly. In short, Website Events show what shoppers are doing on your site, and Webhook Events show what your store recorded. Reading them together is what makes them useful. **What your event volume tells you** The most useful thing about these charts is the volume. If events are flowing at a healthy, steady level, your data is coming in. If volume drops or a whole event type is missing, that points you towards the cause. A few common patterns: - **Both charts flowing normally.** Your data is coming in as expected. If your emails or flows seem off, the cause is likely further along, not in your data collection. - **Webhook Events flowing but Website Events low or empty.** Shopify is sending data to Instant, but the pixel on your storefront is not. This usually means the pixel isn't installed correctly, isn't firing, or is being blocked on your site. - **Website Events flowing but Webhook Events low or empty.** Your pixel is working, but the server-side connection isn't delivering. This usually points to your Shopify connection rather than your storefront. - **Both low or flat.** The integration itself may be disconnected or newly set up. Check that it shows **Connected** first. > **Tip:** If your emails or flows aren't sending as often as you expect, start here. If your event volume is low, the issue is the data coming in, not the emails going out. If your volume looks healthy, the cause is likely further along in your flows or campaigns. **Conversions** Between the two event charts is a **Conversions** chart. This is your outcome layer: it shows the purchases coming through your store, sitting alongside the activity that leads to them. It plots two lines: - **Conversion count** - the number of conversions in the selected range. - **Conversion amount** - the total value of those conversions, shown in your store currency. The two lines use separate scales (count on the left axis, amount on the right), so they won't line up exactly. Reading conversions next to your event volume helps you connect shopper activity to real results. Healthy events with steady conversions is the pattern you want to see. **What each event means** **Website Events (from the Instant pixel)** - **Page Viewed** - a shopper loaded any page on your store. - **Collection Viewed** - a shopper viewed a collection or category page. - **Product Viewed** - a shopper viewed a product page. - **Added to Cart** - a shopper added a product to their cart. - **Checkout Started** - a shopper began the checkout process. These events aren't unique, and one shopper can trigger several in a single visit. Viewing a product page fires both a **Page Viewed** and a **Product Viewed**, and if they reach that product through a collection page, they'll fire a **Collection Viewed** too. This is why the totals across these events overlap rather than adding up to a clean count of visits. It's also normal to see more **Checkout Started** events than **Added to Cart** events. Some cart configurations trigger **Checkout Started** by default, so shoppers can end up firing that event instead of **Added to Cart**. This has no tangible impact: those shoppers simply enter the same flow through **Checkout Started** instead, and it triggers in exactly the same way. **Webhook Events (from Shopify's servers)** - **Orders** - an order was created or updated in your store (a purchase). - **Products** - a product in your catalogue was created or updated. - **Carts** - a cart was created or updated. - **Checkouts** - a checkout was created or updated. - **Customers** - a customer record was created or updated in Shopify. - **Collections** - a collection was created or updated. Event volumes won't match across the two charts, and they aren't meant to. A single shopper can generate many Website Events (lots of page and product views) while producing very few Webhook Events, so the charts sit on different scales. **FAQ** **Why is Checkout Started higher than Added to Cart?** This is normal and nothing to worry about. Some cart configurations trigger a **Checkout Started** event by default, so shoppers can end up firing **Checkout Started** rather than **Added to Cart**. It has no tangible impact on your flows: those shoppers simply enter the relevant flow through **Checkout Started** instead, and it triggers the same way. **Which events can only come from the pixel?** Your browsing events, **Page Viewed**, **Collection Viewed**, and **Product Viewed**, can only be captured by the pixel in the browser. Shopify's webhooks don't send them. So if your pixel stops firing, you'll lose these events entirely, even though **Orders** and **Customers** keep arriving server-side. Seeing **Product Viewed** events is a quick sign your pixel is working. **Are these events counted per shopper, or can one shopper trigger several?** One shopper can trigger several. The events aren't unique. Viewing a single product page fires a **Page Viewed** and a **Product Viewed**, and arriving via a collection page adds a **Collection Viewed** too. So your event totals will overlap rather than adding up to a clean count of visits or shoppers. **I'm not seeing as many emails as I expect. Where do I start?** Check these charts first. If your Website Events and Webhook Events are both flowing at normal volume, your data collection is fine and the cause is further along in your flows or campaigns. If your event volume is low, or a type is missing, that's where to look. **My Webhook Events look fine but Website Events are almost zero. What does that mean?** Shopify's servers are sending data to Instant, but the pixel in the browser is not. This is a problem on your website: the pixel is likely not installed correctly, not firing, or being blocked. Check your pixel installation. **My Website Events are flowing but Webhook Events are low. What does that mean?** Your storefront pixel is working, but the server-side connection isn't delivering events. This points to your Shopify connection rather than anything on your storefront. **Why do the charts show such different numbers?** They measure different things on different scales. Website Events count on-site shopper actions, which are high volume. Webhook Events count changes to store records like orders and customers, which are lower volume. A gap between them is normal. **The charts are flat or empty. Is the integration broken?** Check that the Shopify integration shows **Connected** at the top of the card. A flat chart on a newly connected store can simply mean your data hasn't started flowing yet. If it stays flat on an established store, the integration may have disconnected. **Does a drop in events mean I've lost data permanently?** Not necessarily. A drop shows that fewer events came in during that window. The cause could be lower store traffic, a pixel that stopped firing, or a connection issue. Check which chart dropped first, then work back from there. **Do these counts reflect Instant activity or all Shopify activity?** They reflect the events Instant is receiving from your store, both from the pixel and from Shopify's webhooks. They measure the data flowing into Instant, not your email performance. --- For setup, see [Integrate Instant with your Shopify Site](https://help.instant.one/integrate-instant-with-your-shopify-site). Article URL: https://help.instant.one/understanding-shopify-integration-events-with-instant-ai Keywords: ## How to tag shoppers with a label when you upload them When you upload a CSV of shoppers, you can tag everyone in that file with a label so you can find them again later as a group. This is useful when you collect contacts from one place, like an in-person event, and want to retarget just those people rather than your whole shopper list. The label is saved as a profile attribute, not a separate list, so all your normal segmentation, flows, and campaigns work with it. There are two ways to group shoppers like this. You can tag them in Shopify, or you can tag them in Instant as you upload them. This article covers tagging on upload. If you already organise customers with Shopify tags, or you would rather manage the group in Shopify, see [Use Shopify Flows to score and tag shoppers for segmentation](https://help.instant.one/shopify-flows) instead. **A common use case** Say you run an event and collect a stack of names and email addresses on the day. You want to email that exact group a follow-up, without mixing them into the rest of your shoppers. You upload the event contacts as a CSV, tag them with a label like "Summer Market 2026" during the upload, then build a segment for that label and send a campaign to it. The steps below walk through the whole flow. **To tag shoppers with a label as you upload them:** 1. Go to **Instant AI > Shoppers** 2. Click **Import CSV** 3. On the first step, choose **Tag with a label** 4. Enter a name for the label, for example **Summer Market 2026** 5. Click **Next** 6. Upload your CSV file and map the columns as usual 7. Start the import and wait for it to finish Both options add the shoppers to your master list. If you choose **All shoppers**, the upload runs exactly as before and no label is applied. If you choose **Tag with a label**, they are added to your master list and tagged with your label. The choice only appears on this first step, so set it before you move on. **How the label works** The label is saved as a custom profile attribute on every shopper in the upload, with a value of **true**. Instant creates this attribute for you automatically, and it lives only on your site. Because it is a standard profile attribute, you can segment on it, save that segment, and use it anywhere you already use segments. > **Tip:** Pick a label name you will recognise later, tied to where the list came from (the event, the campaign, or the date). You will search for this exact name when you build the segment. **The import is only complete once tagging is done** The upload and the tagging run as one job. The loading time you see includes the time to create the profiles and apply the label to all of them. When the import shows as complete, every shopper in the file has been created and tagged, so you can go straight to segmentation. **To segment and send a campaign to your tagged shoppers:** 1. Go to **Instant AI > Shoppers** 2. Open **Filters** and choose **Profile Attributes** 3. Select the field with your label name, for example **Summer Market 2026** 4. Set the value to **true** 5. Save the result as a segment 6. Create a campaign and select that segment as the audience This gives you an end-to-end flow: collect contacts at an event, upload them with a label, segment on that label, and send a campaign to just that group. **Another way to do this: Shopify tags** If you would rather manage the group in Shopify, you can tag the customers with a Shopify tag and segment on that tag in Instant instead. This is a well integrated approach and works well if you already organise customers with tags in Shopify. For the full steps, see [Use Shopify Flows to score and tag shoppers for segmentation](https://help.instant.one/shopify-flows). Tagging on upload is the alternative for when you want to stay inside Instant and think in terms of segments rather than lists. **FAQ** **Is this a separate contact list?** No. Instant manages contacts as profiles rather than lists, so the label is a profile attribute saved against each shopper. You find the group by filtering on that attribute, which keeps all your existing segmentation and campaign features available. **Can I add more shoppers to the same label later?** Yes. Run another upload and enter the same label name on the first step. The new shoppers are tagged with the same attribute set to **true**, so they appear in the same segment. **What happens to shoppers who are already in Instant?** Their consent state from the CSV is preserved. A subscribed row stays subscribed and an unsubscribed row stays unsubscribed. The label is applied on top of their existing profile. **Can I remove the label later?** The label is a profile attribute like any other, so you manage it through profile attributes. It is not deleted automatically after a campaign. Article URL: https://help.instant.one/how-to-tag-shoppers-with-a-label-when-uploading Keywords: ## How to use predicted gender with Instant AI Predicted gender is a profile attribute that estimates whether a shopper is likely female or likely male, based on their first name. It is a prediction, not a fact a shopper has told you, so treat it as a helpful signal rather than a certainty. **How Predicted gender works** Instant looks at the first name on a shopper's profile and compares it against global census data to estimate the most likely gender associated with that name. Each shopper is placed into one of three groups: - **Likely female** - **Likely male** - **Uncertain** A shopper is marked **Uncertain** when the first name is missing, not recognised, or ambiguous. Unisex names (for example Alex, Sam, or Jordan) and names that do not appear in the census data will fall into this group. Predicted gender is worked out automatically, so you do not need to set it up or collect anything from your shoppers. **To segment by Predicted gender:** 1. Go to **Shoppers** in your Instant AI dashboard 2. Open the **Advanced Filter** 3. Set the first dropdown to **Profile Attributes** 4. Select **Predicted gender** in the conditions field 5. Choose **In** to include a group, or **Not In** to exclude one 6. Select one or more values: **Likely female**, **Likely male**, or **Uncertain** 7. Click **Apply** The shopper count updates so you can see how many shoppers match before you save the rule. **Ways to use it** Predicted gender is most useful when part of your range is aimed at a particular audience and you want the right shoppers to see the right products. Common uses include: - Sending a gendered product range (for example menswear or womenswear) to the group most likely to be interested - Tailoring the imagery, wording, or featured products in a campaign - Combining it with other attributes, such as location or past purchases, to narrow a segment further > **Tip:** Because Predicted gender is an estimate, it works best for softening or steering content rather than hard targeting. Where you can, include products or messaging that work for everyone, so a shopper who is predicted incorrectly still sees something relevant. > **Note:** The **Uncertain** group can be a large share of your list, because it includes every shopper with a missing, unisex, or unrecognised first name. If you send a campaign only to **Likely female** or **Likely male**, you leave these shoppers out entirely. Consider including **Uncertain** in gender-specific sends, or sending them a neutral version. **FAQ** **How accurate is Predicted gender?** It is an approximation based on first name and census data, so it will not be right for every shopper. Names vary by region and culture, many names are unisex, and some shoppers use nicknames or initials. Use it as a directional signal, not a guarantee. **Does this use gender a shopper has given me?** No. Predicted gender is estimated from the first name only. It does not read a gender field a shopper has filled in themselves. If you collect self-reported gender, that information is more reliable and you can segment on it separately. **Why are so many shoppers marked Uncertain?** A shopper is Uncertain whenever the first name is missing, not recognised, or ambiguous. If a large part of your list has no first name captured, or has unisex names, you will see a bigger Uncertain group. **Does Predicted gender update over time?** It reflects the first name currently on the profile. If a shopper's first name is added or changed, the prediction is based on the latest name. **Can I use it to permanently label a shopper's gender?** No, and you should not treat it that way. It is a marketing estimate to help you tailor content, not a fixed attribute of the person. Keep this in mind for any sensitive or personal messaging. Article URL: https://help.instant.one/how-to-use-predicted-gender Keywords: ## How to run a custom waitlist or competition flow Instant AI's flows usually trigger off shopping behaviour: a purchase, an abandoned cart, a browsed collection. But every so often you need a flow for a specific, one-off moment that doesn't fit a standard trigger, like a Black Friday waitlist or a competition. Triggering a flow from a Shopify tag lets you unlock these custom use cases yourself, without waiting for Instant to build a dedicated trigger for each one. A few examples: - A sale waitlist, like a Black Friday early-access list - A competition, like 1 in every 100 entrants wins - A product waitlist for a sold-out or unreleased item - A quiz or questionnaire where a shopper's answers shape what they receive The method is the same every time. Use [Shopify Flows](https://help.instant.one/shopify-flows) to automatically apply a Shopify tag to the right profiles, then configure a custom flow in Instant that triggers off that tag. Because it's a separate custom flow, you don't interrupt any of your existing automated flows. You build a specific flow just for your use case, and it runs alongside everything else you're already sending. The tag does more than trigger the flow, though. You can also use it for segmentation. So you might trigger the flow to send an immediate sequence when someone joins your waitlist, then also send a one-off campaign to everyone with that tag the moment the sale goes live. One tag, a triggered flow and a broadcast, from the same sign-up. ## Strong use cases ### Sale launch sign-up Tag: `sale-signup` Big sales are where a lot of brands make their year. Father's Day, Black Friday, a product drop. The shoppers who sign up before it starts are your warmest possible audience for that launch, and they've explicitly asked to be told when it goes live. Put a sign-up form on a landing page or a password-protected pre-sale page. When a shopper signs up, tag them `sale-signup` and trigger a custom flow that builds anticipation, teases what's coming, and sends the moment the sale opens. You've turned a launch-day scramble into an automated countdown. ### The 1-in-100 competition Tag: `competition-winner` Competitions grow your list fast and create a bit of theatre around your brand. One of the most effective formats is "1 in every 100 entrants wins" — it gives every entrant a real reason to hope, and it gives you a group of genuine winners to celebrate. Collect entries with a Shopify form, then add an automation so that 1 in every 100 submissions gets an extra `competition-winner` tag. That winner tag triggers a custom flow that tells them they've won and what to do next. Want to talk to everyone who entered too? Give all submissions an entry tag and trigger a separate flow off that. Same form, two audiences, two automated conversations. ### The waitlist Tag: `waitlist-[product]` A shopper wants something you can't sell them yet: a sold-out product, an unreleased drop, a size that's out of stock. That's not a dead end, it's a sign-up waiting to happen. Let them join a waitlist, tag them for that specific product, and trigger a flow that keeps them warm until it's back, then tells them the moment it is. These shoppers have the highest purchase intent you'll find, because they've asked to buy something that doesn't exist for them yet. ### The questionnaire or quiz Tags: one per answer, e.g. `goal-sleep`, `goal-recovery`, `goal-focus` Ask your shoppers what they're actually looking for, and route each answer to its own tag. A shopper's response becomes a tag you can act on: trigger a flow tailored to their goal, and use smart rules to swap the content of the email depending on which answer they gave. You can trigger one flow off any of several answer tags (for example, anyone who picked one of three goals), then let a smart rule personalise the copy inside it per answer. One flow, many personalised experiences, all driven by what the shopper told you. ### The event list Tag: `event-[name]` Running a pop-up, a launch party, a webinar, or a VIP night? Tag everyone who registers and trigger a flow that handles the details: confirmation, reminders as the date approaches, and a follow-up afterwards. The list manages itself as people sign up. --- ## How to set it up There are two parts: the Shopify form and tag automation (in Shopify), and the custom flow (in Instant AI). This needs custom flows enabled on your account. If you don't have custom flows, ask your customer success manager for support. ### Step 1: Set up your Shopify form and tag automation This part happens in Shopify. Set up a form to collect entries or sign-ups, then add an automation that applies a Shopify tag based on the submission. - **Everyone gets a tag.** Add the same tag to every submission. Use this for waitlists, sale sign-ups, event lists, and everyone-wins competitions. - **A subset gets a tag (1 in 100).** Add an extra tag to a fraction of submissions, for example 1 in every 100 entrants wins. Trigger the flow off the winner tag. - **Answers become tags.** For a questionnaire or quiz, route each answer to its own tag, so a shopper's response becomes a tag you can segment and personalise on. The tag names in this article (`sale-signup`, `competition-winner`, and so on) are only examples. Name your tags whatever makes sense for you. All that matters is that the tag you apply in Shopify is the same one you select as the trigger in your custom flow. Anything you want to use in Instant needs to be captured as a Shopify tag, because tags are what flow through to the shopper's profile and make them usable as triggers, filters, and conditions. One thing to get right at this stage is consent. Set your Shopify tag up to also grant email marketing consent. The tag will trigger the flow either way, but the shopper won't receive any email unless their profile also has email marketing consent. ### Step 2: Build the custom flow in Instant AI 1. Go to **Flows** in your Instant AI dashboard 2. Scroll to the **Custom** section and click **Create custom flow** 3. Give the flow a **Name** 4. Set the **Starting point** to **Shopify customer tags updated** 5. Choose the **# of emails** in the flow 6. Set **Send once per profile** to **On** if you want each shopper to enter the flow only once 7. Under **Shopify tags**, open **Filter Conditions** and choose **Has All**, **Has Any**, or **Has None** 8. Search for and select the tag or tags applied by your form (for example your `competition-winner` tag or your `waitlist` tag) 9. Click **Apply**, then create the flow 10. Add and edit the emails in the flow, then enable it > **Tip:** To trigger a flow when a shopper gets any of several tags (for example any of three quiz answers), select those tags and use **Has Any**. ### Step 3: Reuse the tag across Instant AI The same tag can do more than one job: - **Immediate response.** The flow sends as soon as the tag is added, so sign-ups hear from you right away. - **One-off campaign.** Filter a campaign to shoppers with the tag if you want to retarget the same group later. - **Smart rules.** Change the content of an email for shoppers in that segment, so people in different tags see different copy or offers inside a shared send. ## FAQ **Do I need a developer to set this up?** No. The form and tag automation are set up in Shopify, and the flow trigger is a Shopify tag you select when you build the custom flow in Instant. If you're not sure how to do the Shopify side, Shopify has great resources to walk you through it: [Shopify Forms](https://help.shopify.com/en/manual/promoting-marketing/create-marketing/forms-app) for collecting sign-ups, the [Add customer tags](https://help.shopify.com/en/manual/shopify-flow/reference/actions/add-customer-tags) action in Shopify Flow for applying the tag automatically, and [Creating and using tags in Shopify](https://help.shopify.com/en/manual/shopify-admin/productivity-tools/using-tags) for the basics. **A shopper got the tag but didn't receive any email. Why?** The most common reason is missing email marketing consent. The tag can trigger the flow, but the profile won't receive email unless it also has email marketing consent. Set your tag up to grant consent. **How long after the form is submitted does the flow trigger?** Instant reads the tag within 1 to 2 minutes of it being applied in Shopify. Because the integration sync can take a couple of minutes, we recommend configuring your flow with a 10 minute wait time on the first step to account for this. You can set this to anything you like, but a short wait avoids any race with the sync. **Will sign-ups still get my normal flows and campaigns?** Yes. Custom flows sit above your other flows, so a qualifying shopper receives the custom flow as well as any other flows or campaigns they're valid for. **Can I run a competition where only some entrants win?** Yes. Use a Shopify form automation to add an extra tag to the winners (for example 1 in 100), then trigger the flow off the winner tag rather than the entry tag. **I don't have custom flows in my account. How do I get them?** Ask your customer success manager for support. --- For more on tagging shoppers and the ways you can use tags in Instant, see [Use Shopify Flows to score and tag shoppers for segmentation](https://help.instant.one/shopify-flows). Article URL: https://help.instant.one/how-to-run-a-custom-waitlist-or-competition-flow Keywords: ## How to edit or crop an image in Instant AI You can crop, rotate, flip, and add text to any image without leaving the email editor. Instant always keeps your original, so nothing you do here changes the image you started with, and you can reset at any time. Image editing is available anywhere you edit an email, including campaigns, flow emails, and email templates. **To add an image to your email:** 1. Open the campaign, flow email, or template you want to edit 2. Drag the **Image** block from **Add blocks** into the editor 3. Click **View library** to open the **Block Library**, then select **Images** under **Your library** 4. Choose an existing image, or click the upload area to select files from your computer You can also drag and drop an image straight into the editor at any point, without opening the library first. Supported formats are JPEG, PNG, WEBP, and GIF. **To open the image editor:** 1. Click the image in the editor to select it 2. In the left panel, click **Edit image** 3. Use the two tabs down the left of the modal to switch between cropping and text 4. Click **Save changes** when you are done 5. Click **Save Changes** at the top right of the editor to save your work **To crop, rotate or flip an image:** 1. Open **Edit image** and select the crop tab 2. Drag the handles on the image to set your crop area, or type exact values into **Width** and **Height** 3. Select an **Aspect ratio** if you want a fixed shape (**Freeform**, **Original**, **1:1**, **4:5**, **4:3**, **2:3**, **3:2**, **16:9**, and more) 4. Use the icons to the right of the image to rotate left, rotate right, or flip the image horizontally or vertically 5. Click **Save changes** **To add text to an image:** 1. Open **Edit image** and select the text tab, marked with a **T** 2. Pick a style from the list to place it on the image 3. Drag the text box where you want it, and use the handles to resize it 4. Type your copy 5. Click **Save changes** The styles in the list come from your **Brand Kit**, so your headings and body text already match your brand before you change anything. Pick **Custom** to start from scratch. **To change how the text looks:** Select a text box and use the panel on the left: - **Typography** to switch to another Brand Kit style, or to **Custom** - **Font**, **Size** and **Weight** - **Style** for bold, underline and italic - **Alignment** for left, centre or right - **Color** to set a hex value Use the copy icon at the top of the **Text** panel to duplicate a text box, or the bin icon to delete it. **Reset** returns the image to how it started. **Your text stays editable** Text is not baked into the image. Reopen **Edit image** on that image at any time, click the text, and change the wording or the styling. This is what makes a hero image reusable. Build the image once, then each time you need it, click into it and change the copy, rather than going back to a design tool and uploading a new file. **How image copies work** When you crop or add text to an image that already exists in your library, Instant creates a new image rather than overwriting the one you started with. The new copy is created when you save, so if you edit an image and then discard your changes, nothing is added to your library. - Your original image stays in your library, untouched - The edited version is added to your library as a separate image - Both versions are available to reuse in any email For example, if you add an image and use it in Email A, then add the same image to Email B and add text to it, Instant creates a new copy of the version with text. Email A keeps the original, and you can reuse either version anywhere in the editor. **FAQ** **Does editing an image change it everywhere it's used?** No. Editing creates a new image, so every other email using the original is unaffected. **Can I change the text after I have saved it?** Yes. Click the image, click **Edit image**, open the text tab and edit the copy or the styling. The text stays editable, so you never have to rebuild the image to change a few words. **Can I get the original image back?** Yes. Instant preserves the original, so you can open **Edit image** and click **Reset** at any time. The original also remains in your library as its own image. **Where do the text styles come from?** Your **Brand Kit**. The heading and body styles listed in the text tab use the fonts, sizes and weights saved there. You can override any of them on the image, or pick **Custom** and set everything yourself. **Can I add more than one piece of text to an image?** Yes. Place a style, then use the copy icon at the top of the **Text** panel to duplicate it. **Can I edit an image without adding it to an email first?** No. Editing happens on the image block, so the image needs to be placed in an email before you can edit it. **What editing options are available?** Crop (freeform or fixed aspect ratio), exact width and height in pixels, rotate left, rotate right, flip horizontal, flip vertical, and text overlay with control over font, size, weight, style, alignment and colour. **Will my library fill up with copies?** Every edited version is saved as its own image, so your library grows each time you edit an image that came from the library. You can reuse those copies instead of editing again. Article URL: https://help.instant.one/how-to-crop-an-image Keywords: add text to image, text overlay, image text, edit image, crop image, hero image, brand kit typography, font size colour, rotate flip image, email editor image ## How to collect SMS sign-ups There are three ways to collect SMS subscribers for Instant, and all of them run through Shopify or Instant directly, so there is nothing to connect. Instant only sends SMS to shoppers who have given explicit SMS consent, which is separate from email consent. **Before you start** SMS needs to be configured on your account before any of these will send. If you have not done that yet, set it up in your Instant AI dashboard first. Collecting sign-ups does not depend on it, so you can start building your list now and switch sending on later. SMS is available in selected regions. Shoppers with a number outside a supported region are still captured, but skipped at send time. --- **Option 1: Add SMS to your Instant pop-up** Your Instant sign-up pop-up can ask for a phone number as a second step, after the shopper gives you their email. 1. Go to **Configuration > Signup form** in your Instant AI dashboard 2. Click **Edit** 3. Add the **Phone Capture** step to your form 4. Choose whether shoppers can skip the step 5. Save and publish your form The Phone Capture step is disabled by default, so you need to add it manually. Phone capture is a separate step to email capture, not a second field on the same screen. We keep them apart because splitting the two lifts overall sign-up rates. --- **Option 2: Build an SMS sign-up landing page with Shopify Forms** Use this when you want a page to send people to, rather than a pop-up that appears on your store. It is the right approach for an "SMS club" page, a link in your bio, or a link inside a post-purchase email. Shopify Forms is a free app from Shopify. Because Instant reads from Shopify directly, a form built this way needs no integration work. 1. In your Shopify admin, go to **Apps > Forms**, and install **Shopify Forms** from the Shopify App Store if it is not there 2. Click **Create form** and select **Inline form** 3. Add the **Phone** field 4. Turn on SMS marketing consent and set it to require a checkbox, so you have a clear record of the opt-in 5. Write your **Consent disclaimer**, covering message frequency, data rates, how to opt out, and a link to your terms and privacy policy 6. Add a customer tag, for example `sms-signup`, so you can segment these shoppers later 7. In the placement step, select **Create a landing page**, which gives you a URL such as `yourstore.com/pages/sms-club` 8. Publish the form, then submit a test number and check the shopper in **Customers** in Shopify to confirm SMS consent is recorded > **Tip:** If you are moving off Klaviyo, this replaces Klaviyo's Embed form. Instead of pasting a code snippet into your theme, the form lives natively in Shopify and Instant picks the consent up from there. --- **Option 3: The checkout consent checkbox** Shopify can show an SMS marketing checkbox at checkout. This collects consent from shoppers who are already buying, without any extra page or pop-up. 1. In your Shopify admin, go to **Settings > Checkout** 2. Under **Customer contact method**, enable the SMS marketing option 3. Save Consent is only recorded once the shopper completes the checkout. --- **How these reach Instant** Instant reads SMS consent from Shopify automatically. There is no list to import and no setup step to connect a form. Once a shopper has SMS consent and a number in a supported region, they are eligible for: - Your **Welcome Flow**, including the SMS touchpoint - **Abandoned Cart** and **Abandoned Checkout** flows, where SMS sends at touchpoint 2 - Any **campaign** with an SMS step A shopper can be subscribed to SMS but not email, or the other way around. The two subscriptions are managed separately, and unsubscribes are handled per channel. If you are also collecting SMS consent through Klaviyo or another provider, turn off their SMS flows before you enable the same flows in Instant. Shoppers forgive a duplicate email. They do not forgive a duplicate text. --- **FAQ** **Do I need an SMS provider to collect sign-ups?** No. Shopify stores the phone number and the consent on the customer record, and Instant reads it from there. You only need SMS configured on your Instant account to send. **Can I build the sign-up page myself with a custom form in my theme?** Not reliably. Shopify's storefront form supports email marketing consent only, so a hand-built form can collect a phone number as plain text but cannot record SMS consent against the shopper. Use Shopify Forms instead. **Can I use an Instant pop-up for a dedicated SMS landing page?** No. Instant pop-ups appear on your storefront and feed your Welcome Flow. For a standalone page with its own URL, use Shopify Forms. **Will shoppers who signed up before I turned SMS on still get texts?** Yes, as long as they have explicit SMS consent and a number in a supported region. That includes consent synced from Shopify, from your checkout checkbox, and from an existing Klaviyo list. **Can I offer a discount for signing up to SMS?** Yes. Set your coupon in [Instant Coupons](https://dashboard.instant.one/configuration/coupons) and it carries through your Welcome Flow. Make sure the offer wording on your Shopify Forms page matches the coupon you have configured in Instant. **Does a Shopify Forms sign-up trigger the Welcome Flow?** Yes. Instant treats it as a new subscriber and enrols them, the same as a sign-up from your Instant pop-up. --- For more on how sign-ups feed your first flow, see [How does the Welcome Flow work?](https://help.instant.one/how-does-the-welcome-flow-work). For SMS in your abandonment flows, see [Instant AI SMS in Flows](https://help.instant.one/instant-ai-sms). Article URL: https://help.instant.one/how-to-collect-an-sms-signup Keywords: ## How does the SMS Welcome flow work? ## What is an SMS Welcome flow? The SMS Welcome flow is a standalone flow that texts a shopper as soon as they subscribe to SMS. It follows the same logic as your email Welcome flow, with its own touchpoints, timing and coupon, but sends texts instead of emails. ### Why you need one - SMS consent is separate from email consent, so an SMS subscriber is not enrolled in your email Welcome flow. - A shopper who signs up with a phone number and no email address has no other welcome to receive. - Without this flow, a new SMS subscriber hears nothing from you until your next SMS campaign. - It runs alongside your email Welcome flow, so a shopper who gives you both gets both. ## How to set it up ### Before you start The SMS Welcome flow only appears in your dashboard once SMS is set up on your account. If you cannot see it, you either do not have SMS billing enabled or your SMS configuration is not complete yet. - SMS must be configured and verified for your sending region. See [Enabling Instant AI SMS in Australia](https://help.instant.one/enabling-instant-ai-sms-in-australia). - Your SMS brand prefix should be set to your brand name. See [Customising your SMS brand prefix](https://help.instant.one/customising-your-sms-brand-prefix). - If you currently send an SMS welcome or new subscriber text through another platform such as Klaviyo, Attentive or Postscript, turn it off before you enable this flow. Shoppers forgive a duplicate email, but a duplicate text is a fast way to lose a subscriber. ### Turning the flow on 1. Go to **AI Flows** in your Instant AI dashboard 2. Find the **Welcome Flow SMS** and toggle it on 3. Click **Edit templates** to open the flow 4. Under **SMS content**, replace the default text in the **Message** field with your own copy 5. Add a **Link** so clicks and revenue can be attributed 6. Add a coupon if you want to offer one, then insert the **{{coupon_code}}** variable into your message 7. Save, then send yourself a test to check how the message reads on a phone ### Writing your SMS content You write the copy for each touchpoint. Instant does not generate SMS copy in this flow, so each step ships with a default message that you replace with your own. If you leave the default in place, that is what sends, so write your copy before you turn the flow on. Every message is made up of your copy plus the parts Instant adds automatically: ``` [your brand prefix]: [your message] [your link] text STOP to opt out ``` Your brand prefix, the tracked link wrapper and the opt-out text are all handled for you. The character counter in the editor accounts for them, so what you write is what a shopper reads. See [Understanding SMS character limits](https://help.instant.one/understanding-sms-character-limits) for how long a single message can be. You can personalise your copy with variables from the dropdown above the **Message** field, including first name and **{{coupon_code}}**. > **Tip:** Keep the first text short and lead with the offer. This is the one message a new subscriber is expecting, so it does not need to introduce your whole brand the way a welcome email does. ### Adding a coupon Coupons are optional and are set on the flow rather than in the message. - If no coupon is configured, the **{{coupon_code}}** variable is not available - If a coupon is configured, you have to insert **{{coupon_code}}** yourself so the code appears in the text - If you save with a coupon configured but the variable unused, Instant warns you before you continue - Where a shopper is in both the email and the SMS Welcome flow, they get one shared code ## How it works ### How shoppers enter the flow The flow is triggered by a new SMS subscription. As soon as Instant records live SMS consent for a shopper, they are enrolled and the first text sends. Instant captures SMS opt-ins from every source on your store, with no extra setup: - The phone capture step on an Instant sign-up form - The SMS marketing consent checkbox at Shopify checkout - A Klaviyo, Alia or Postscript pop-up, picked up automatically by the Instant pixel - SMS consent synced from Klaviyo or Shopify A shopper can enrol on their phone number alone. They do not need to give you an email address as well. Only a live opt-in enrols a shopper. Importing a list or backfilling existing SMS subscribers does not trigger the flow, so turning it on will not text your existing list. A shopper whose consent has not changed is not re-enrolled. ### What happens if someone subscribes to email and SMS at the same time They receive both. The email Welcome flow and the SMS Welcome flow are separate flows with their own enrolment, so a shopper who gives you an email address and a phone number in the same sign-up gets the first email and the first text within seconds of each other. - Each flow tracks its own sends, so one does not cancel or delay the other. - A shopper already part way through your email Welcome flow who then opts in to SMS starts the SMS Welcome flow from the beginning. The email flow keeps running on its own schedule. - If you have a coupon configured, the shopper gets the same code in both channels rather than two separate discounts. ### Touchpoints and timing The flow sends one text by default. You can add up to five, and they use the same delays as your email Welcome flow. - Use **Add step** to add a touchpoint and **Delete step** to remove one - Each step has its own message, link and coupon variable - If the shopper places an order, the remaining steps are skipped ## FAQ **Does Instant write the SMS copy for me?** No. AI copy generation is not available in the SMS Welcome flow. A default message is provided as a starting point, but you write and edit the copy yourself. This is different to SMS in abandonment flows, where each message is generated for the individual shopper and their cart. **Will a shopper get a text and an email if they sign up for both?** Yes. Both welcome flows run at the same time and neither one suppresses the other. **Will turning this on text my existing SMS subscribers?** No. Only a new opt-in triggers the flow. Existing subscribers and imported lists are not enrolled. **Can I run the SMS Welcome flow without an email Welcome flow?** Yes. The two flows are independent, so you can run either one on its own. **Do I need to capture an email address to enrol someone?** No. A phone number and SMS consent are enough. **Why can I not see the SMS Welcome flow in my dashboard?** The flow is hidden until SMS billing is enabled and your SMS setup is complete and valid. Speak to your CSM if you want SMS switched on. **How do I see how it is performing?** Open the flow and use the Performance and Activity tabs, the same way you would for any other flow with SMS enabled. See [Instant AI SMS in Flows](https://help.instant.one/instant-ai-sms). --- For more on the email side of the welcome experience, see [How does the Welcome Flow work?](https://help.instant.one/how-does-the-welcome-flow-work) and [How to Use Sign Up Forms and Welcome Flows with Instant AI](https://help.instant.one/how-to-use-sign-up-forms-and-welcome-flows-with-instant-ai). Article URL: https://help.instant.one/how-does-the-sms-welcome-flow-work Keywords: SMS, SMS Welcome flow, Welcome flow, SMS opt-in, subscribers, coupons, flows ## How to send emails from different email addresses When you onboard, Instant connects to your domain and sets up one address that all of your email sends from. That address works for most of what you send, but not every email should look like it came from the same place. A plain text note that reads like it was written by your founder lands differently when it actually arrives from your founder, and a help-style email reads better coming from support. Sender profiles let you set up more than one address on your domain, then choose which one an email appears to come from. ## What is a sender profile? A sender profile is a saved sender identity. It holds the name shoppers see in their inbox, the address the email sends from, and where replies go. You set a profile up once, then pick it whenever you build a campaign or a flow email. ### Why you need one - A founder-style plain text email only reads as personal if it actually arrives from your founder rather than from your store. - Replies to a founder email need to reach the founder. With one shared reply address for everything you send, they do not. - A one-off campaign, an outreach email or a support-style message often suits a different name and address to your regular marketing. ## How the addresses work Instant is already connected to your domain so it can send your email, which means new addresses on that same domain need no extra setup from you. If you send from **yourbusiness.com**, you can add: - **founder@yourbusiness.com** for personal notes and plain text outreach - **info@yourbusiness.com** or **hello@yourbusiness.com** for general sending - **support@yourbusiness.com** for help-style emails you want replies to You type the part before the **@** and Instant adds your sending domain after it. The domain is fixed, which is what keeps every address you send from authenticated. No DNS changes are needed to add an address. ## You already have a default Every brand starts with one profile, built from the sender name, from address and reply to address you already send with. That is your default profile. If you never add another profile, nothing changes. If you add profiles but do not pick one on a particular campaign or flow email, that email still sends from your default. You only change what a shopper sees when you deliberately choose a different profile. ## How to set it up ### Before you start - Sender profiles apply to email only. Your SMS sender is unchanged. - Your domain is already connected, so adding an address does not involve DNS or verification. - You can only change the part before the **@**. To change the domain itself, see the related article at the end. ### Adding an address 1. Click the **Settings** cog in the bottom-left corner of your Instant AI dashboard 2. Select **Email Settings** 3. Open the **Account** tab 4. Scroll to **Sender profile** and click **Add sender profile** 5. Enter a **Title** to describe who the profile is, for example **Founder**, **Support** or **Marketing manager** 6. Enter a **Sender name**, which is the name shoppers see in their inbox, for example **Amelie from Cendre** 7. Enter the **From address**, typing only the part before the **@**, for example **founder** 8. Enter a **Reply to address** if you want replies to reach an inbox someone monitors 9. Click **Done**, then click **Save changes** > **Note:** Leave **Reply to address** empty and the profile shows **No reply-to**. On a founder or support profile, this is the field that decides whether a shopper who hits reply actually reaches a person. ### Changing which profile is the default Your default is the profile every new campaign and flow email starts on. 1. Go to **Settings > Email Settings > Account** 2. Click **Default** next to the profile you want new campaigns and flows to use 3. Click **Save changes** You cannot remove your default profile. To remove any other profile, click the **X** to the right of it, then click **Save changes**. ## How it works ### Choosing the sender for a campaign The **From** row sits above **Subject** in the email editor and shows the name and address the campaign will send from. 1. Click the chevron at the end of the **From** row 2. Select a profile from the list, which shows each sender name with its address and title 3. The **From** row updates to that profile Do this before you send, and the campaign goes out from the profile you picked. > **Tip:** To add or edit a profile without leaving the editor, click **Manage sender profile** at the bottom of the list. ### Choosing the sender inside a flow The same picker appears on every flow touchpoint that has a subject line, so the choice is per email rather than per flow. This is what lets you mix senders inside one flow, for example a designed email from your store early on, then a plain text follow-up from your founder later in the same sequence. ### What happens if you do not pick one New campaigns and flow emails start on your default profile and stay there unless you change them. Changing which profile is the default later does not go back and change a campaign or flow email that already has one. ### What shoppers see The sender name appears in the inbox and the from address appears when they look at the sender details. If the profile has a reply to address, replies go there. Everything else about the email, including your design, content and unsubscribe handling, is unaffected by which profile you choose. ## FAQ **Does this change how my current campaigns and flows send?** No. Your existing sender name, from address and reply to address became your default profile, and everything keeps sending from it until you choose otherwise. **Can I send from any email address I want?** No. You can create any address you like on your connected sending domain, but not on a different domain. This is what keeps your email authenticated. To send from a different domain, you need to add and verify that domain first. **Do I need to change my DNS to add an address?** No. Your domain is already authenticated, so a new address on it works straight away. **Can I use a different sender on each email in a flow?** Yes. The picker is on every flow touchpoint that has a subject line, so a plain text founder email and a designed store email can sit in the same flow. **Where do replies go?** To the reply to address on the profile that sent the email. If a profile has no reply to address it shows **No reply-to**, so set one on any profile where you expect a shopper to write back. **Does this apply to SMS?** No. Sender profiles set the sender identity for email only. **Do I have to use this?** No. If you leave it alone, every email keeps sending from your default profile exactly as it does today. --- For more on changing the domain your email sends from, see [How to update your sending domain or subdomain with Instant AI](https://help.instant.one/update-your-domain-instant-ai). For more on how Instant sets up your sending domain and address, see [How does Instant AI manage email sender to and from addresses?](https://help.instant.one/how-does-instant-ai-manage-email-sender-to-and-from-addresses). Article URL: https://help.instant.one/how-to-send-emails-from-different-email-addresses Keywords: send from different email address, sender profile, sender profiles, founder email, plain text outreach, support email address, change sender name, from address, reply to address, email settings, account tab ## How to send SMS from your brand name in Australia ## What is an alphanumeric sender ID? An alphanumeric sender ID is a short piece of text, 2 to 11 characters, that appears as the sender of your SMS instead of a phone number. Your shoppers see `NAKIE` at the top of the message rather than `+61 4XX XXX XXX`. ### Why brands ask for one - A phone number gives your shopper nothing to recognise before they open the message. - If you sent branded SMS on your previous platform, moving to a number is a visible change your shoppers will notice. - Your business name has to appear in every commercial SMS. On a sender ID it sits in the sender line rather than taking up characters in your message. ## The standard setup in Australia Every Australian brand on Instant sends from a numeric Australian number with a brand prefix at the start of the message. That is the standard path, it is included, and it needs nothing beyond your SMS verification. A branded sender ID is an optional addition you can ask for. Your numeric number stays on your account either way. It is what you send from while a sender ID is being registered, and what you fall back to if a registration is ever rejected or revoked. To start, tell your Customer Success Manager that you want to send under your brand name. They will confirm what applies to your business and open the request. ## Before you start ### Registration is mandatory in Australia Since 1 July 2026, every alphanumeric sender ID used in Australia has to be registered on the ACMA SMS Sender ID Register. This is a regulator requirement, not an Instant one. - A sender ID that is not registered is stamped `Unverified` on delivery, and traffic from a provider that is not registered against it can be blocked. - The registration belongs to your business, not to Instant and not to your previous platform. - Each provider has to be authorised separately against your registration. There is no porting. If Klaviyo was authorised on your sender ID, Instant still has to be authorised on it before we can send. ### Your starting point Which path you are on depends on whether your business already holds a registration. **You already send branded SMS on another platform.** Your entity and your sender ID are already on the register and you already have an ACMA Assist account. The remaining work is authorising Instant against the registration you hold. This is the shorter path and you have done the steps before. **You have never sent branded SMS.** Your business needs to register with ACMA first, then the sender ID is registered against it. This takes longer and includes identity verification through ACMA Assist. ### Shoppers cannot reply to a branded sender ID An alphanumeric sender ID is one way. A shopper cannot text back, so `Reply STOP to unsubscribe` does not work and cannot be used as your unsubscribe instruction. Every SMS you send from a sender ID carries an unsubscribe link instead, which Instant adds for you. ## What to prepare Have these ready before you start. Anything that does not match your Australian Business Register record is the most common reason a registration is held up. **Your business details** - Your legal entity name exactly as it is registered on the ABR, not your trading name. For example `JDT GOODS PTY LTD`, not `Nakie`. - Your ABN. - The name and email address of your authorised representative, matching the contact on your ABR record. **Your documents** - Proof of business registration, such as your ABN extract or business summary from the ABR. - Proof of business address, issued in the last 6 months, showing your business name and full address. - Photo identification for your authorised representative. - If you already send branded SMS elsewhere, the ACMA approval email for your registration. This is the email from `no-reply@digital.acma.gov.au` that names your entity. There is a second email that says "submitted by" and names a provider, which is that provider's authorisation rather than your registration, so send the one that names only your entity. **Your decisions** - The sender ID you want, 2 to 11 characters. It has to match your registered business name, a registered business name you hold, a trademark you own, or your domain, and it has to pass ACMA's restricted terms rules. - Who your authorised representative is. This person has to be reachable and able to sign in to ACMA Assist. - Whether you are keeping your previous platform sending SMS. Running two platforms on the same audience means duplicate texts, and shoppers are far less forgiving of duplicate texts than duplicate emails. ## How it works 1. You give your CSM the details and documents above. 2. Instant sets up your business profile with our messaging provider and submits your sender ID registration under your entity. 3. ACMA emails your authorised representative. That person signs in to ACMA Assist and confirms Instant's authorisation. **Nothing sends from your brand name until they do**, so this is the step worth watching. 4. Once the registration is approved, Instant attaches the sender ID to your account and your Australian SMS starts sending from your brand name. 5. Your numeric number stays on your account as a fallback. While all of this is in progress your SMS keeps sending from your numeric number. You do not lose SMS at any point in the process. Your CSM will tell you when the registration is submitted, when ACMA needs your representative, and when your sender ID is live. If a registration is rejected, they will tell you the reason and what to change before resubmitting. ## FAQ **Can my shoppers reply to a branded SMS?** No. An alphanumeric sender ID is one way, so replies do not reach you and `STOP` replies do not work. Your unsubscribe link handles opt outs instead. **Can I move the sender ID approval I have with Klaviyo across to Instant?** Not directly. Your registration stays with your business, but provider authorisations are separate and cannot be transferred, so Instant has to be authorised against it. That is a short step because your registration already exists. **Can I pick any brand name I want?** No. The sender ID has to match your registered business name, a business name you hold, a trademark you own, or your domain, and it has to pass ACMA's restricted terms rules. Your CSM will check your preferred sender ID before it is submitted. **Do I have to give up my Australian number?** No. The number stays on your account, sends while your registration is pending, and is the fallback if a registration is rejected or revoked. **Does this apply to flows and campaigns?** Yes. Once your sender ID is live it is used for every SMS Instant sends to Australian numbers, in both flows and campaigns. **What happens if my registration is rejected?** Your SMS keeps sending from your numeric number. Your CSM will pass on the reason and what needs to change, then resubmit. **Is a sender ID available for SMS to other countries?** No. This is an Australian sender option. United States numbers do not support alphanumeric sender IDs at all, so SMS to United States shoppers always sends from a number. --- For the documents and steps to enable SMS in the first place, see [Enabling Instant AI SMS in Australia](https://help.instant.one/enabling-instant-ai-sms-in-australia). Article URL: https://help.instant.one/how-to-send-sms-from-your-brand-name-in-australia Keywords: alphanumeric sender ID, SMS sender ID, branded SMS, ACMA SMS Sender ID Register, Australia SMS, sender name, SMS setup ## How to use a short code for SMS in the US ## What is a short code? A short code is a 5 or 6 digit number, such as `12345`, leased from the United States mobile carriers and dedicated to one brand. It is used only for messaging, and shoppers see the digits as the sender of your SMS. ### Why brands ask for one - If you already lease a short code, it is printed on your site, your receipts and your in store signage, and your shoppers recognise it. - Carriers apply the highest level of trust and the highest sending throughput to short codes, which matters for large sends going out in a narrow window. - If you are already paying for a short code on another platform, moving to a new number means paying for something you stop using. ## The standard setup in the US Every United States brand on Instant sends from a dedicated toll free number, verified with the carriers before your first send. That is the standard path, it is included in your SMS plan, and verification usually takes a few days. A short code is an optional addition you can ask for. The lease is paid to the mobile carriers, so it is an extra cost and it takes considerably longer to set up. Toll free is the right answer for most brands. To start, tell your Customer Success Manager that you want to use a short code. They will confirm your options and the cost before anything is ordered. ## Your two options ### Option 1: bring across a short code you already own This is the path most brands want. Your existing lease is moved to Instant's messaging provider, then each carrier moves its connection across. - If your short code is already hosted on the same messaging platform Instant sends through, which is the case for short codes running on Klaviyo, the move can be completed in as little as two business days. - If it is hosted somewhere else, the carrier connectivity migration takes 6 to 10 weeks. - Expect up to an hour where messages cannot be sent on the day of the cut over. - You will need to export your subscribed and unsubscribed lists from your current platform, so consent carries across cleanly and nobody is texted who has opted out. - Sending from your short code on two platforms at the same time is a compliance risk, so plan the cut over as a single switch rather than an overlap. ### Option 2: apply for a new short code Available in two forms. A random short code is whatever digits the carriers assign. A vanity short code is a specific set of digits you choose, if it is available. - Instant submits the application, which is reviewed in 1 to 2 weeks. - The carriers then review the application and your website, ask questions, connect the code for testing and approve it. This takes 6 to 10 weeks on average and can run longer. - Billing for the lease starts when the carriers begin their review, so you pay for the code for several weeks before you can send from it. - Because of that timeline, we set you up on toll free first so you can send from day one, then move you to the short code when it is approved. ## What it costs Short code pricing is set by the United States mobile carriers, not by Instant. We pass the cost through to you directly at what the carriers charge us, and it is quoted on top of your SMS plan. Indicative monthly lease costs, so you know the order of magnitude before you decide: | Option | Indicative monthly lease | | --- | --- | | Toll free number (the standard setup) | Included in your SMS plan | | Short code you already own, moved to Instant | From about US$500 | | New random short code | From about US$1,000 | | New vanity short code | From about US$1,500 | - A one off setup fee applies to a new short code, on top of the monthly lease. - Carriers bill short code leases quarterly. - Your per message price does not change. Toll free and short code cost the same per SMS, so the whole difference is the lease. Your CSM will confirm the exact figures in writing before anything is ordered. Do not treat the ranges above as a quote. ## Before you start - **A short code is dedicated to one brand.** United States carriers banned shared short codes in 2021, so the code and its cost belong to your business alone. - **Your keywords have to be recreated.** Any keywords you run today on your existing custom number, such as `STOP`, `HELP` or a join keyword, have to be set up again on Instant's side and have to match what is submitted in the application. - **Your consent list does not move by itself.** Subscribers stay attached to the code, but your subscribed and unsubscribed lists need to be exported and imported around the cut over. - **A short code does not show your brand name.** United States numbers and short codes cannot display an alphanumeric sender, so your shoppers see digits either way. Your business name appears in the message itself. - **Restricted categories still apply.** The business categories the carriers do not allow on toll free apply to short codes too. - **Instant SMS is text only.** Short codes can be enabled for picture messaging at extra cost, but Instant does not send images, so there is nothing to gain from paying for it. ## What to prepare Bring these to your CSM and the application can be submitted without going back and forth. **Decisions** - Whether you are moving a short code you already own, or applying for a new one. - For a new code, whether you want a random or a vanity code, and your preferred digits if vanity. - Your target go live date, and whether you are happy to start on toll free in the meantime. - Who is paying and who holds the lease, so billing is agreed before the code is ordered. **Documents and details** - Your legal entity name, business address and website. - Your business registration number. - The name, email and job title of an authorised representative. - For a code you already own, your current lease or registration details and the name of the provider hosting it. - A release or letter of authorisation from your current provider, so the lease can be moved. - Proof of how shoppers opt in, which is a screenshot or the URL of the sign up form where they agree to receive SMS from you. - Your opt in and opt out keywords, and the reply message each one sends today. - Two to five sample messages of what you will send. - Your privacy policy URL and your terms and conditions URL. - Exports of your subscribed and unsubscribed lists, ready for the cut over. ## FAQ **Do I need a short code to send SMS with Instant?** No. Toll free is the standard setup and needs no extra cost or lease. A short code is only worth it if you already own one, or if your sending volume needs the throughput. **Will my shoppers see my brand name as the sender?** No. United States numbers and short codes show digits only. Sending under a brand name is possible in Australia, not in the United States. **Does a short code make my SMS cheaper per message?** No. The per message price is the same as toll free. The lease is the only difference in cost. **Can I keep sending while my short code is being set up?** Yes. You send from your toll free number throughout, and the short code takes over once it is live. **How long does it really take?** Moving a short code that is already on the same platform Instant uses can be as quick as two business days. Anything else involves a carrier migration or a carrier review, which runs 6 to 10 weeks. **What happens to my short code if I leave Instant?** The lease can be moved to another provider the same way it was moved to us. Your CSM will confirm who holds the lease when it is set up, because that determines what the exit looks like. **Can two of my brands share one short code?** No. Shared short codes are not allowed in the United States. Each brand needs its own code and pays for its own lease. Article URL: https://help.instant.one/how-to-use-a-short-code-for-sms-in-the-us Keywords: short code, US SMS, toll free number, short code transfer, vanity short code, SMS setup, carrier pricing ## Other resources If you couldn't find your answer in this document, here are some other things you could try: - Our privacy policy lives here: https://www.instant.one/legal/privacy-policy - Our terms and conditions live here: https://www.instant.one/legal/terms-of-service - We have customer case studies here: https://www.instant.one/case-studies - Customers can submit support tickets to our team here: https://help.instant.one/kb-tickets/new (ALWAYS look for an answer here before submitting a ticket, though. This is the fastest way to get a resolution to your problem. Encourage your user to look for an answer).