Ecommerce Solutions FAQ
Integrating with Shopify
1. How do I connect Zoho Campaigns to the user’s Shopify store?
If the customer is subscribed to the Basic plan in Shopify, they will not be able to integrate Shopify into Zoho Campaigns. It only works when the customer subscribes to other plans in Shopify, at which point they will have the option to integrate Shopify into Zoho Campaigns.
2. What happens after I create and install the app for your store in my Shopify account?
After successfully creating and installing the app in your Shopify store, Shopify generates the required API credentials. These credentials are used to securely connect your Shopify store with Zoho Campaigns and enable data sync between the two platforms.
3. How do I create a Shopify private app and obtain the API Access token?
To create and install a private app for your Shopify store:
- Log in to your Shopify account
- Navigate to the Shopify admin page using the URL https://<domain>.myshopify.com/admin.
- Enter your store’s domain name in the <domain> section.
- Go to the Apps section in the bottom-left corner of the admin panel.
Once the app is installed, Shopify provides the API credentials, which you can use to connect your store to Zoho Campaigns.
4. How are product images added to the email content or templates?
Product images are automatically pulled from Shopify and embedded into the relevant ecommerce components when you use product-based elements in your email campaigns. No manual upload is required.
5. Is it possible to send SMS campaigns to Shopify contacts?
Yes. You can send SMS campaigns to Shopify contacts if their phone numbers are saved and successfully synced to the Zoho Campaigns mailing list. Ensure that the phone numbers are valid and properly formatted.
6. Can I choose to sync only selected customers from Shopify?
No, Zoho Campaigns automatically syncs all customer data from your Shopify store. Selective or partial customer sync is not supported.
7. Can I associate multiple mailing lists in the Shopify sync?
No. Only one mailing list can be associated with a Shopify store integration in Zoho Campaigns.
8. Can I send transactional emails using the Shopify integration?
No, Transactional emails (such as order confirmations or shipping notifications) cannot be sent using the Shopify integration in Zoho Campaigns. The integration supports promotional and marketing related email campaigns only.
9. Can I bring in tags from Shopify to Zoho Campaigns?
No. Shopify tags cannot be mapped or synced into Zoho Campaigns for now.
10. Is it possible to integrate multiple Shopify stores with Zoho Campaigns?
No, Zoho Campaigns supports integration with only one Shopify store per account.
11. Why am I unable to access the Personally Identifiable Information (PII) from Shopify?
Shopify’s Basic plan does not share personally identifiable information (PII), such as customer email addresses to users in their basic plan. This means Zoho Campaigns cannot access or sync this data when your store is on the Basic plan. To continue integrating Shopify with Zoho Campaigns and sync customer emails, you’ll need to upgrade your Shopify plan to one that allows PII access, such as the Grow, Advanced, or Plus plan.
12. How do I deny access to my Shopify account in Zoho Campaigns?
Click Settings icon on the top-right corner of the screen.
- Select Integrations
- Move over Shopify and click View Details.
- Click the Deny button beside the account name.
- Click Go Ahead.
13. What happens if I deny access to my Shopify account?
- If you deny/change Shopify integration:
- The contacts in your Shopify account will not be imported.
- Shopify campaigns in draft cannot be sent, but campaigns that are scheduled or in progress or in testing will be sent as usual.
- Recipients who have purchased your products won't be tracked.
- E-commerce reports and the summary of your campaigns won't be generated.
14. Why am I unable to access the Personally Identifiable Information (PII) from Shopify?
Shopify’s Basic plan does not share personally identifiable information (PII), such as customer email addresses to users in their basic plan. This means Zoho Campaigns cannot access or sync this data when your store is on the Basic plan. To continue integrating Shopify with Zoho Campaigns and sync customer emails, you’ll need to upgrade your Shopify plan to one that allows PII access, such as the Grow, Advanced, or Plus plan.
Integrating with WooCommerce
1. What happens when a customer is deleted from WooCommerce?
When a customer is deleted from WooCommerce, the corresponding contact is not automatically removed from Zoho Campaigns. The contact will continue to remain in your Campaigns mailing list unless you manually delete or remove the contact from Zoho Campaigns.
2. Can I sync custom fields from WooCommerce into Campaigns?
Yes. Zoho Campaigns allows you to sync custom fields from WooCommerce during the integration process. While configuring the integration, you can map WooCommerce custom fields to the appropriate fields in Zoho Campaigns to ensure the data is synced correctly.
3. How do I integrate WooCommerce with Zoho Campaigns?
To integrate WooCommerce with Zoho Campaigns, you need to install the Zoho Campaigns plugin on your WordPress site. Once installed, connect the plugin using your Zoho Campaigns account credentials to enable data sync between WooCommerce and Zoho Campaigns.
Learn more about the integration steps in the detailed help guide.
Integrating with Zoho Commerce
1. Can I send order confirmation or shipping emails through Zoho Commerce?
Yes. Order confirmation and shipping-related emails are sent directly through Zoho Commerce as part of its built-in transactional email functionality. These emails are triggered automatically based on order events such as order placement, fulfilment, or shipment updates.
However, Zoho Campaigns is not used for transactional emails. Instead, you can use Zoho Campaigns to send post-purchase and follow-up emails, such as:
- Order follow-up messages
- Product review requests
- Cross-sell or upsell campaigns
- Customer re-engagement emails
2. How do I integrate Zoho Commerce with Zoho Campaigns?
The integration between Zoho Commerce and Zoho Campaigns is built in and does not require any external plugins or apps.
To enable the integration:
Step 1: In your Zoho Campaigns organization, click the Settings button at the top-right.
Step 2: Under the Integrations section, click Apps.
Step 3: Click the e-commerce tab at the top.
Step 4: Click the Connect button after hovering over Zoho Commerce.
Step 5: Click Continue in the new tab that appears.
Step 6: In the pop-up, select the Store and click the Add Store button.
After this, you'll continue the integration process by selecting the mailing list and topics to sync contacts from Zoho Commerce to Zoho Campaigns. Once integration is completed, your Zoho Commerce customer data can be synced with Zoho Campaigns, allowing you to run targeted marketing and follow-up campaigns based on customer activity.
Understanding ecommerce
1. What are the types of product recommendations used to promote products in Zoho Campaigns?
Zoho Campaigns promotes relevant products to customers employing five different product recommendation algorithms.
- Most popular
- Recently added
- Similar products
- People who bought this also bought
- Bought together
2. What are the limitations set by Zoho Campaigns to use the product recommendation tool?
The Most Popular and Recently Added product recommendation types will be available for all types of online stores. However, to generate personalized recommendations such as the Similar products, People bought this also bought this, we require your store to have at least 10 products, 50 orders, and 100 customers.
3. Where can I find the analytics (or summaries) for product recommendations?
The product recommendation summary lets you see how the recommendation tool has impacted your online business. To view the summary:
- From the Navigation toolbar, select Ecommerce.
- Click on your online store for which you've used product recommendations.
- On the Summary tab, scroll down to find Product recommendations - Summary.
4. How does the product recommendation tool work in Zoho Campaigns?
Connecting your online store to Zoho Campaigns imports all products and customer purchase histories. The product recommendation engine then analyzes this data, using algorithms to suggest personalized, relevant products to each customer based on their past purchases. The product recommendation engine allows you to narrow the selection from all of the products in your store and only recommend products that are relevant to each customer.
5. How do I add the product recommendation tool to my online store?
You can insert the product recommendation component in an email campaign while sending promotional emails to customers from your online stores. The product recommendation component can be found in your email template editor. Drag and drop the component onto your content, then select the type of recommendation you need to promote products in your store. Listed below are steps to add the product recommendation component to your email campaign:
- From the Navigation toolbar, select Ecommerce and click the online store for which you want to add product recommendations.
- Click Create Promotion under the Promotion section to create a promotional email for the first time and click Create in the top-right corner of the page and select Promotional Email to create more promotional emails.
- Enter the basic details for the campaign and click Next.
- Select a template for the campaign.
- Drag and drop the product recommendation component onto the content.
- Choose the product recommendation type to promote your products.
- Select the mailing lists and click Next.
- Send your email campaign for review and choose to launch your campaign immediately or at a later.
Alternatively, you can create a promotional campaign for your online store in the same way you would create an advanced campaign.
- From the Navigation toolbar, select Campaigns and click Email Campaigns.
- Click Create Campaign in the top-right corner.
- Scroll down to the Ecommerce section, click Create New, and select either Regular campaign or A/B test.
- Select the store you would like to create a promotional campaign for.
- Enter the basic information about the campaign and click Next.
- Select a template for your campaign.
- Drag and drop the product recommendation component onto the content.
- Choose the product recommendation type to promote your products.
- Choose the mailing lists to send the campaign to and click Next.
- Send your email campaign for review and choose to launch your campaign immediately or at a later.
6. How do I track revenue generated by the product recommendation tool for my business?
You’ll see a report showing revenue from the number of clicks made in the tool, as well as the total revenue via the recommendation tool, impressions, clicks, and click-through rate.
Listed below is the information you can get from the product recommendation summary:
- Revenue generated via recommendation - The sum of the total revenue generated for every product selected from a recommendation panel and ultimately purchased. Revenue calculated is inclusive of shipping charges, tax, or any discount applied at purchase time.
- Impressions - The total number of products promoted via the recommendation panel in the emails.
- Clicks - The number of clicks made by the users on the various products recommended by the tool.
- Click-through rate - The percentage of the users who've clicked on products recommended by the tool.
7. What e-commerce platforms can be integrated with Zoho Campaigns, and how many stores can be integrated at a time?
Zoho Campaigns currently supports integration with Shopify, Woo-commerce, and Zoho Commerce. Zoho Campaigns plans to add support for additional platforms in the future.
At present, only one e-commerce store can be integrated per Zoho Campaigns account at a time.
8. What are the benefits of connecting an e-commerce store to Zoho Campaigns?
Connecting your store to Zoho Campaigns allows you to:
- Run targeted promotional email campaigns
- Send automated follow-up emails such as abandoned cart or post-purchase emails
- Segment customers based on purchase data
- Track campaign driven revenue
- Scale your e-commerce marketing and drive repeat purchases
9. What data is imported from the e-Commerce store into Zoho Campaigns?
After integration with Zoho Campaigns, you can import the following data directly from your store:
- Customer details
- Products information
- Coupons
- Order data
This data enables segmentation, automation, and revenue tracking.
10. What does "Marketing allowed" and "Marketing not allowed" contacts mean?
“Marketing allowed” contacts are the ones to which you can send your email campaigns and those who can receive your campaigns. These contacts will be counted under the Marketing subscription type
“Marketing not allowed” contacts will be synced as non-marketing contacts to which you will not be able to send any campaigns nor can they receive your campaigns.
This classification is based on the consent and subscription status received from the ecommerce store during the integration.
11. Can Zoho Campaigns connect to an e-commerce store without an active domain?
No. Your ecommerce store must have an active domain in order to connect to Zoho Campaigns and perform the integration to sync data with Zoho Campaigns.
It is one of the very first steps while trying to integrate your store with Zoho campaigns. So it is necessary that your store has an active domain for an effortless integration.
12. How does the sync work in Zoho Campaigns and how often does the sync occur? Can it be triggered manually?
E-commerce data sync in Zoho Campaigns happens immediately once the integration is set up. This sync is continuous and permanent, meaning data is updated whenever changes occur in the connected store, rather than running on a fixed periodic schedule.
Yes. You can trigger the sync manually using the sync now option available in the integration or plugin dashboard. This is useful when you want any recent updates to reflect immediately in Zoho Campaigns.
13. How do I create abandoned cart and post purchase follow-up email campaigns based on their e-commerce store carts?
Zoho Campaigns allows you to automate both abandoned cart emails and post-purchase follow-up emails using e-commerce workflows. You can use the pre-existing templates to re-engage your customers and customize the template if it is necessary.
- Abandoned cart emails can be created using pre-designed e-commerce templates that are specifically built for cart recovery. These templates help you quickly re-engage customers who left items in their cart and can be customized to suit your messaging.
- Post-purchase follow-up emails can be sent by configuring a purchase follow-up trigger in the Automation section. Once set up, Zoho Campaigns automatically sends follow-up emails after a customer completes a purchase.
These automations help you stay connected with customers at the right time without manual effort.
14. Can e-commerce workflows be edited while they are running?
No, once an e-commerce workflow is activated, it cannot be edited live.
To make changes, you’ll need to stop the workflow, update the configuration, and then reactivate it.
To make changes, you’ll need to stop the workflow, update the configuration, and then reactivate it.
15. What segmentation options are available based on purchase data, and can I create campaigns based on purchase behaviour?
Zoho Campaigns lets you segment contacts using purchase-related details synced from your ecommerce store. You can create segments based on criteria such as:
- Products purchased or not purchased
- Total or average amount spent
- Spend per order
- Number of orders
- Most recent purchase date
These segments can be used to send targeted campaigns, such as product-specific promotions or re-engagement emails.
However, Zoho Campaigns does not currently support predefined filters like “first-time buyers” or “repeat customers.”
16. Can I exclude certain products or customers from campaigns?
Yes. You can exclude contacts from campaigns using lists, segments, or campaign-level exclusions, depending on how you want to control targeting.
17. Does the total revenue generated show only campaign revenue from Zoho Campaigns, or the total store revenue generated to date?
The e-commerce dashboard shows the total revenue generated by individual campaigns, showing only the sales driven by emails sent from Zoho Campaigns.
18. Are pre-designed e-commerce templates available, and can they be customized?
Yes. Zoho Campaigns provides pre-designed templates for:
- Abandoned cart recovery
- Upselling and cross-selling
- New product announcements
- Order follow-up emails
All templates can be customized using the drag-and-drop editor. You can add, remove, or rearrange components based on your needs.
19. What product and customer details are visible after integration?
Product details include:
- Product name
- Product code
- Price
- Date added or last modified
Customer details include:
- Purchase history
- Revenue generated
- Recent activity
In Zoho Campaigns, customers are categorized as Marketing or Non-marketing contacts based on their consent and subscription status.
20. Can I test e-commerce emails and preview merge tags?
You can send test emails, but product, cart, and price merge tags do not work in test emails.
To verify how merge tags work, send the email to a small live test list, including your own email address.
21. How do I send emails to customers who purchased specific products?
Zoho Campaigns lets you reach customers who purchased specific products in two ways: automation workflows and purchase-based segments.
Using automation, you can create product-based workflows by:
- Adding the relevant trigger to the workflow canvas
- Configuring the trigger conditions
- Selecting the connected store
- Creating the email content
This allows you to send targeted follow-up emails based on specific purchases.
Using segments, you can manually create purchase-based segments to target customers who bought a particular product or product category and send them promotional or follow-up campaigns.
22. What types of e-commerce emails does Zoho Campaigns support?
Zoho Campaigns supports:
- Promotional email campaigns
- Automated email campaigns through workflows
Transactional emails, such as order confirmations or shipping notifications, are not sent through Zoho Campaigns.
23. Can I sync non-marketing and marketing contacts to different lists automatically?
No, only one mailing list can be associated with an e-commerce store.
If needed, you can manually export marketing or non-marketing contacts and import them into separate lists. However, future contacts will continue syncing only to the originally linked list and may not sync into separate lists.
24. Can exit conditions be defined in e-commerce workflows?
Yes. You can set exit criteria using product-related conditions such as:
- Purchased product (with or without variants)
- Has not purchased product
- Number of products ordered
For abandoned cart workflows, enabling the goal option ensures contacts exit the workflow automatically once the conditions are met. You can choose from product-related conditions for this exit.
25. Which e-commerce platforms support abandoned cart recovery emails in Zoho Campaigns?
Abandoned cart recovery is supported for stores integrated with:
- Shopify
- WooCommerce
- Zoho Commerce
26. How is the abandoned cart trigger configured, and when does it stop?
An abandoned cart workflow is triggered when a customer adds products to their cart and does not take any action for one hour.
If the customer completes the purchase:
- The abandoned cart automation automatically stops
- No further cart reminder emails are sent.
You can also define exit conditions in the workflow so contacts are removed once they meet specific goals, such as completing a purchase.
27. Can I pair abandoned cart or purchase/product-specific follow-up triggers with other triggers?
No. Abandoned cart, purchase follow-up and product-specific follow-up triggers cannot be combined with any other triggers in the same automation workflow.
28. Can I use coupons and discounts in e-commerce campaigns?
Yes. You can include coupon codes, including dynamic coupons, in your e-commerce campaigns using merge tags.
29. Can I run re-engagement campaigns for inactive customers?
Yes. You can create segments for customers who haven’t purchased recently and send targeted re-engagement campaigns to encourage repeat purchases.
30. Is it possible to localize product emails using multi-language support?
Yes. You can create separate templates for each language. Automatic translation is not supported, so each language version must be created manually.
31. Can I schedule promotional email campaigns for holidays or sales?
Yes. You can pre-schedule campaigns or set workflows that are triggered on specific dates, such as holidays or sales events.
32. How long does it take for store data to appear after integration?
Store data usually appears within a few minutes after integration. The exact time may vary depending on store size and data volume.
33. Do I need to enable cookies or tracking manually for product engagement?
No, Tracking is automatically enabled through synced store data and email interactions.
34. What happens when a user unsubscribes from emails?
When a user unsubscribes, they are removed only from Zoho Campaigns. Their details remain in the e-commerce store and are not deleted.
35. What happens when I disconnect my e-commerce store?
If the store is disconnected:
- Campaigns stop receiving new data
- Historical data remains available
- Sync resumes only after the store is reconnected
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