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Documentation Index

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This page provides ready-to-use prompt examples for Merlin AI Flows Assist, grouped by industry. Each example uses the same structure (goal, entry criteria, channels, flow behavior, and exit condition) so you can paste the text into the Create using Merlin AI Flow Assist field on the Create flow page, then adjust events, timing, and copy to match your workspace and campaign. For how AI Assist builds and refines flows from prompts, see Create a Flow Using AI Assist.
Every MoEngage workspace uses different event names. For example, Purchase Completed, Order Placed, and Checkout Success might all represent the same action depending on your implementation. Replace event names in these examples with the exact names used in your workspace. If a prompt is ambiguous, Merlin AI asks clarifying questions before building the flow.

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Retail and E-commerce

Retail and e-commerce teams use flows to recover lost revenue, drive repeat purchases, and build loyalty through timely, personalized journeys. Common use cases include:
  • Cart abandonment recovery: Re-engage users who added items but did not check out, with a time-limited discount incentive.
  • Browse or product view abandonment: Bring back users who viewed a product category but did not add anything to their cart.
  • Post-purchase cross-sell: Recommend complementary products after a purchase to increase order frequency and lifetime value.
  • Win-back lapsed users: Re-engage customers who have not opened the app or made a purchase in 30 or more days.
  • New user onboarding: Guide newly signed-up users to complete their profile or place their first order.

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Example Prompt: Cart Abandonment Recovery

Goal: Achieve a 15% cart recovery rate by re-engaging users who left items behind. Entry criteria:
  • Trigger event: Added to Cart (for example, “Item Added”, “Add to Bag”).
  • Suppression: No Purchase Completed event within 1 hour of the trigger.
Channels: Push notification; email with a 10% discount code; SMS only if the user opted in to SMS. Flow behavior:
  • Step 1 — Immediate Entry: Send a Push Notification exactly 1 hour after the item was added to the cart.
  • T+23 hours: Check for Purchase Completed. If none, send an email with a limited-time 10% discount.
  • T+48 hours (after email): If there is still no purchase and the user is SMS opted in, send an SMS as a final nudge before the discount code expires.
Exit condition: Exit the flow immediately whenever Purchase Completed is tracked.

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Example Prompt: Post-Purchase Cross-Sell

Goal: Increase customer lifetime value by about 10% by driving repeat purchases. Entry criteria:
  • Trigger event: Purchase Completed (for example, Order Placed, Checkout Success).
  • Enrollment: Trigger immediately when the event is tracked.
Channels: Email, In-app notification. Flow behavior:
  • T+5 days: Initial wait period to account for shipping and unboxing.
  • Step 1: Send a cross-sell email with personalized product recommendations based on the user’s last purchase.
  • T+3 days (after email): Check for a new Purchase Completed event.
  • Step 2 — conditional: If no new purchase, send a final in-app notification encouraging a second order.
Exit condition: Exit immediately if a second Purchase Completed event is tracked during any wait period.

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Finance, Insurance, and Banking (BFSI)

BFSI apps focus on onboarding completion, first-action activation, and ongoing engagement with financial products. Flows often reduce drop-off during verification, drive product adoption, and support long customer lifecycles. Common use cases include:
  • KYC or onboarding completion: Nudge users who started account setup but did not finish identity verification.
  • First transaction activation: Encourage newly onboarded users to make their first transfer, investment, or payment.
  • Credit card spend activation: Re-engage users who received a card but have not transacted yet.
  • SIP or investment nudge: Prompt users to set up a recurring investment plan or top up an existing one.
  • Loan repayment reminder: Send reminders before EMI due dates to reduce defaults and delinquency.

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Example Prompt: KYC Completion Flow

Goal: Achieve a 40% KYC completion rate among users who started but did not finish onboarding. Entry criteria:
  • Trigger event: KYC Initiated (for example, Account Created, Verification Started, Sign-up Completed).
  • Suppression: No KYC Completed event within 1 hour of the trigger.
Channels: Push notification, email, SMS as a final nudge for opted-in users. Flow behavior:
  • T+1 hour: Send a push notification to complete KYC, with a deep link to the verification screen.
  • T+24 hours: Check for KYC Completed. If not completed, send an email describing the benefits after completion (for example, higher transaction limits, full product access).
  • T+48 hours (after email): If KYC is still incomplete and the user is SMS opted in, send an SMS with a direct link to resume verification.
Exit condition: Exit immediately when KYC Completed is tracked.

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Example Prompt: First Transaction Activation

Goal: Achieve a 20% first-transaction rate among newly onboarded users within 7 days of account activation. Entry criteria:
  • Trigger event: Account Activated (for example, KYC Completed, Onboarding Finished, Profile Verified).
  • Enrollment: Trigger immediately when the event is tracked.
Channels: Email, In-app message, Push notification. Flow behavior:
  • Step 1 — immediate: Send a welcome email introducing key features with a clear call to action for the first transfer or investment.
  • T+3 days: Check for Transaction Completed (for example, Payment Made, Fund Transfer, Investment Placed). If none, send an in-app message highlighting a first-transaction benefit such as zero fees or cashback.
  • T+4 days (after in-app): If there is still no transaction, send a push notification with a time-sensitive incentive before the welcome offer expires.
Exit condition: Exit immediately when Transaction Completed is tracked.

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Quick Service Restaurants (QSR)

QSR apps drive order frequency, shorten time-to-second-order, and reactivate lapsed users. Flows in this vertical are often short and action-oriented, with immediate timing and personalized incentives. Common use cases include:
  • First order conversion: Convert newly installed or registered users into first-time buyers.
  • Repeat order frequency nudge: Encourage users who placed one order to return within a defined window.
  • Lapsed user reactivation: Re-engage users who have not placed an order in 30 or more days.
  • Post-order upsell: Recommend add-ons, combos, or premium items shortly after an order is placed.
  • Loyalty points expiry nudge: Remind users of expiring reward points to drive a redemption order.

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Example Prompt: Lapsed User Reactivation

Goal: Drive app opens and reactivate dormant users who have not placed an order in 30 or more days. Entry criteria:
  • Trigger schedule: Recurring daily at 9:00 AM in the user’s local time.
  • Audience filter: Users whose last Order Placed event (for example Order Confirmed, Checkout Completed) was more than 30 days ago.
Channels: Push notification, Email including a 10% discount coupon, SMS as a final nudge. Flow behavior:
  • Step 1 — immediate on enrollment: Send a push notification featuring their last ordered item or a top-rated item in their area.
  • T+72 hours: Check for Order Placed; if an order is placed, the user exits.
  • Step 2 — conditional: If still inactive, send an email with a 10% off coupon on the next order.
  • T+4 days (after email): Check again for Order Placed.
  • Step 3 — final nudge: If still inactive, send an SMS with the discount code and an expiry deadline.
Exit condition: Exit whenever Order Placed is tracked.

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Example Prompt: Post-Order Upsell

Goal: Increase average order value by about 15% by driving add-on purchases within 24 hours of an order. Entry criteria:
  • Trigger event: Order Placed (for example, Order Confirmed, Checkout Completed).
  • Enrollment: Trigger immediately when the event is tracked.
Channels: Push notification; in-app message. Flow behavior:
  • T+30 minutes: Send a push suggesting a popular add-on or dessert that pairs with the current order (for example, “Complete your meal — add a side for a fixed low price”).
  • T+4 hours (after push): Check for a new Order Placed event. If none, send an in-app message with a “Trending today” section, top-rated items, and a limited-time combo offer.
Exit condition: Exit immediately when a new Order Placed event is tracked.

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Travel and Hospitality

Travel brands use flows to recover abandoned bookings, upsell ancillary products, and keep travelers engaged before and after trips. Journeys often span days or weeks and tie to trip dates and booking status. Common use cases include:
  • Abandoned booking recovery: Re-engage users who searched or started but did not complete a booking.
  • Ancillary upsell post-booking: Offer seat selection, travel insurance, or airport transfer after a booking is confirmed.
  • Pre-trip engagement: Send check-in reminders, weather updates, or travel tips closer to departure.
  • Loyalty miles or points expiry nudge: Remind users of expiring miles to drive a redemption booking.
  • Post-trip feedback and re-engagement: Collect satisfaction ratings and prompt the next trip search.

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Example Prompt: Abandoned Booking Recovery

Goal: Achieve a 10% booking recovery rate by re-engaging users who started but did not complete a booking. Entry criteria:
  • Trigger event: Search Initiated or Booking Started (for example, Flight Searched, Hotel Selected, Booking Initiated).
  • Suppression: No Booking Confirmed event within 2 hours of the trigger.
Channels: Push notification, Email showing the searched route or property and current price, SMS as a final nudge for opted-in users. Flow behavior:
  • T+2 hours: Send a push reminding the user of the trip they were planning, with a deep link to resume booking using the last searched route or property.
  • T+24 hours: Check for Booking Confirmed. If none, send an email with the route or property, current price, and a limited-time offer (for example, free seat selection or 5% off).
  • T+48 hours (after email): If there is still no booking and the user is SMS opted in, send an SMS with a price-drop or urgency message (for example, low remaining inventory at that price).
Exit condition: Exit immediately when Booking Confirmed is tracked.

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Example Prompt: Post-Trip Feedback and Re-engagement

Goal: Achieve a 15% survey completion rate and drive a follow-up trip search within 7 days after travel. Entry criteria:
  • Trigger event: Trip Completed (for example, Check-Out Completed, Flight Arrived, Journey Ended).
  • Enrollment: Enter users 24 hours after the event is tracked so they have time to settle in.
Channels: Email, In-app message, Push notification. Flow behavior:
  • T+1 day: Send a thank-you email asking for a rating, with a direct link to the feedback form.
  • T+3 days (after email): Check for Feedback Submitted (for example, Survey Completed, Review Submitted). If none, send an in-app message with a short survey and a reward (for example, loyalty points for feedback).
  • T+3 days (after in-app): Check for Search Initiated. If the user has not started a new trip search, send a push with personalized destination ideas based on travel history.
Exit condition: Exit on Feedback Submitted or a new Booking Confirmed event, whichever occurs first.