Hekana Messaging: email campaigns and abandoned-cart reminders

Your store already emails customers: order confirmations, shipping updates, returns. Hekana Messaging puts all of those emails in one place and adds what a store needs to bring customers back: campaigns with a discount code, abandoned-cart reminders and extra emails when your monthly allowance runs out.

You do not need the app for order emails. Those reach your customers without it. You install the app to send campaigns and to buy extra emails.

What you get

• A monthly email allowance that comes with your plan.
• Campaigns: send a discount code by email to a customer segment.
• Customer segments: choose who each campaign reaches.
• Abandoned-cart reminders: an email to a customer who left their cart without finishing.
• Extra emails: buy more when the allowance is used up.
• Sending address: send emails from your store's own address.

How many emails your plan includes

Every email your store sends a shopper counts: order confirmations and progress, returns, abandoned-cart reminders, promotions and the emails you build in Hekana Flow. Codes sent to log in or verify an account are never counted.

| Plan | Emails per month | | --- | --- | | Free | 500 | | Starter | 500 | | Growth | 1,000 | | Business | 6,000 | | Advanced | 25,000 | | Enterprise | Unlimited |

The allowance renews on the 1st of every month. The This month's allowance card shows how many you have used, for example "300 of 500 emails used".

When the allowance runs out

Past your monthly allowance, the store spends extra emails you bought. With none left, further emails to shoppers are skipped until the 1st of the next month.

• Extra emails are 100 EGP per 1,000 emails, taken from your store wallet.
• Use Buy 1000 emails on the Extra emails card to add a pack.
• Switch on Auto top-up and when your extra emails run out, 1,000 more are bought from the wallet automatically, as long as the balance covers it.

If the wallet balance is too low, the purchase is refused and you are asked to top up the wallet.

Send a campaign to a segment

A campaign sends one of your discount codes to a group of customers.

1. Open Apps, then Hekana Messaging (install it first if you have not), and under Messaging tools open Campaigns. The page is called Marketing campaigns.
2. Create the discount code first if you have none. The page says No active discounts. Create one first when the list is empty.
3. Choose the Audience: a customer segment. The page shows how many customers are in that segment. Manage segments opens the segments page, also under Messaging tools as Customer segments.
4. Choose the Channel: Email, WhatsApp or Both. This guide is about email.
5. Pick the Discount code. You can add a Custom message (optional).
6. Press Send campaign. You are asked Send this campaign now? and told that a sent campaign cannot be undone.

If the audience has no customers with an email, the page says so instead of sending. Campaign history keeps what you sent before. Keep the offer simple: a percentage or a fixed amount, and an end date.

Abandoned-cart reminders

When a customer leaves their cart without finishing, Hekana emails them a reminder to come back and complete the order. These emails count against the monthly allowance.

Abandoned-cart reminders are included in the Growth plan and above. On Free and Starter they are not available.

A reminder on WhatsApp is different from an email: it is a marketing message and costs 5 EGP each, taken from your store wallet and not from your plan's WhatsApp messages. If the wallet balance is below 5 EGP, the reminders are not sent that month and the page tells you how many were missed. Free and Starter plans send no WhatsApp messages.

Automated emails from Hekana Flow

If you build an automation in Hekana Flow that sends an email, it counts against the same allowance and credits. Read what Hekana Flow does, and the Hekana apps guide for how to install and manage any app.

Questions

Is Hekana Messaging free? There is no install fee and no monthly subscription. Every plan includes a monthly email allowance, and extra emails cost 100 EGP per 1,000.

Do my customers still get order emails if I do not install the app? Yes. Order emails reach them without it, within your plan's monthly allowance.

What happens if I use up my emails mid-month? Extra emails you bought are used. If there are none, shopper emails are skipped until the allowance renews on the 1st.

Can I send from my own email address? Yes. Sending address under Messaging tools lets you send from your store's own address.

Do WhatsApp reminders use my plan's messages? No. They are charged at 5 EGP each from your wallet.

What should I write to bring customers back? Keep the custom message short: what is waiting for them, and when the code ends. For ideas on pricing and discounts, read pricing products in Egypt.

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