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Reorbit

Setting Up Retention Triggers in Reorbit

Configure your automated messages end to end: the weekly delivery limit, the review asks, the loyalty messages, and the two referral emails.

Set up your automated messages end to end — the weekly limit, the review asks, the loyalty messages, and the two referral emails.

Before you start

  • Connect Klaviyo. Reorbit picks the audience; Klaviyo sends the email. Without it nothing has anywhere to go. (See Connecting Integrations.)
  • Decide how many messages a customer should receive per week.
  • Know roughly how long your orders take to arrive, so a minimum you set doesn’t ask before the parcel lands.

New to this? Start with What are retention triggers? for what each message does.

Step-by-step

1. Open the Automated messages page

From the app, go to Settings → Automated messages. If Klaviyo isn’t connected you’ll see a notice at the top of this page.

2. Set your delivery limit

In the Delivery settings section, set Most messages per customer, per week. Full detail on how this counts is in Delivery settings — the short version is that it’s a rolling 7 days, and each message type keeps to the limit on its own.

3. Configure a review message

Under Review messages, click Review Request or Review Reminder. Each has one or more variants — expand a variant to set its name, channel, timing, and which products it covers.

The setting that matters most is When to ask on the request. Three choices: Automatically, from what your customers do (Recommended), Automatically, but never sooner than my minimum, or Always exactly my number — the number field only appears on the last two, and is counted from when the order reaches your customer rather than from fulfilment. Full field reference: Review Request · Review Reminder.

4. Configure a loyalty message

Under Loyalty messages, click Welcome or Points reminder. Both open a single form — no variants — with a Send this message switch at the top. Turning it off keeps every setting, it just stops the sending.

Set the welcome window before switching Welcome on. Don’t welcome anyone who joined longer ago than is the safety catch that stops your entire existing membership being welcomed at once on the first run. If you’ve had members for months, a wide window means a very large first send.

Full field reference: Welcome · Points reminder.

5. Choose which referral messages send

Under Referral messages, two switches: Tell the friend their referral link worked and Tell the customer their referral reward is ready. Both are on unless you turn them off, and there’s nothing else to set — see Referral messages.

6. Save

Use the save bar to save.

Tips and best practices

  • Keep the weekly limit low. Two or three is typical. A trickle of well-timed messages outperforms a flood.
  • Give the order time to arrive. If you set a minimum, make it cover the time your customers need with the product, or the ask lands too early.
  • Price the points reminder threshold against your cheapest reward. Reminding someone about 40 points when your smallest reward costs 500 invites them to look at an empty shelf.
  • Use Product Rules to keep review asks off products you don’t want feedback on yet — a pre-order line, or a gift card.
  • Build the Klaviyo flow before switching a message on. Reorbit will happily select an audience for a flow that doesn’t exist, and nothing will send.

FAQ

I turned on Welcome and nothing sent.

Check three things: the Send this message switch is on, Klaviyo is connected with a flow built for it, and the joined longer ago than window — members who joined before that window aren’t eligible.

When is a Review Request sent?

It depends which timing mode you chose. On Automatically there is no number — Reorbit picks the moment per product. On never sooner than my minimum your number is the earliest it will ask, and it may wait longer. On Always exactly my number it asks exactly that many days out. Either number is counted from when the order reaches your customer, not from fulfilment.

Do I need Klaviyo for all of this?

Yes, today. Reorbit decides who to message and prepares what the message needs; Klaviyo is what delivers it. Native email sending is in pilot with founding merchants.

Next steps

Common questions

I turned on Welcome and nothing sent.
Check three things: the Send this message switch is on, Klaviyo is connected with a flow built for it, and the joined-longer-ago-than window — members who joined before that window aren't eligible.
When is a Review Request sent?
It depends which timing mode you chose. On Automatically there is no number. On never sooner than my minimum your number is the earliest it will ask. On Always exactly my number it asks exactly that many days out. Either number counts from when the order reaches your customer.
Do I need Klaviyo for all of this?
Yes, today. Reorbit decides who to message and prepares what the message needs; Klaviyo is what delivers it. Native sending is in pilot with founding merchants.