What are retention triggers?

Retention triggers are automated messages that reach your customers at the right moment — asking for reviews, welcoming new members, and nudging people who have points waiting.

What is a retention trigger?

A retention trigger is an automated, event-driven message. Instead of emailing customers by hand, you configure a trigger once and Reorbit works out each night who should receive it — everyone whose order was fulfilled a week ago, say, or every member who joined yesterday.

Each one keeps to a delivery limit, so customers are never over-messaged. See Delivery settings.

Reorbit picks the audience. Klaviyo sends the email. Reorbit decides who should hear from you and mints the links the message needs; building the flow that actually sends it is your side of the job. For the whole path, see How Review Requests Work.

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The messages you can configure

Trigger	What it does	Guide
Review Request	Asks recent customers to review the product they received.	Review Request
Review Reminder	Follows up with customers who haven’t left a review yet.	Review Reminder
Welcome	Greets someone the first time they join your loyalty program, and tells them the balance they’re starting with. Sent once per customer, ever.	Welcome
Points reminder	Reminds a member who’s gone quiet that they have points waiting. Only reaches people with enough points to actually spend.	Points reminder
Referral link claimed	Tells the friend their referral link worked, with the discount code it gave them.	Referral messages
Referral reward ready	Tells the customer their referral has paid out, with the reward they’ve earned.	Referral messages

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Scheduled messages vs. messages that fire on the spot

Most triggers are scheduled: Reorbit runs once a night, works out who qualifies, and hands the list to Klaviyo. That is why every timing setting is expressed in days rather than hours.

The two referral messages work differently. They go out at the moment someone claims a link or a referral pays out, so they have no timing settings and don’t count toward your weekly limit. They only send while your referral programme is running.

A day setting is a floor, not a fixed schedule. Reorbit will not message sooner than the number you set, but it may wait longer if that turns out to be a better moment for that customer.

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Before you start

• Connect Klaviyo, or nothing has anywhere to be sent. (See Connecting Integrations.)
• Decide how many messages a customer should receive per week.
• Have a rough idea of how long after fulfilment you want to ask for a review — long enough that the order has arrived, soon enough that it’s still fresh.

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FAQ

Which messages can I set up?

Review Request, Review Reminder, Welcome, Points reminder, and the two referral messages. Those are the ones with settings you control on the Automated messages screen.

Why do the referral messages have no settings?

Because there’s nothing to decide. A referral email is only worth sending the moment it becomes true — “your friend just ordered” a day later is worth nothing — so there’s no timing to choose and no audience to narrow. The switch is the whole setting.

Do I have to write the emails myself?

Yes, in Klaviyo. Reorbit decides who gets a message and supplies everything it needs — the product, the link, the balance — but the email design and the flow that sends it are yours.

Can I A/B test a message?

Review messages support variants, so you can run more than one version. Welcome and Points reminder carry only thresholds, so they edit a single set of settings.

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Next steps

• Next: Setting up retention triggers — set them up.
• Related: Delivery settings · How Review Requests Work · Connecting Integrations