Repeat the order. Suggest the add-on. Respect the no.
A repeat customer is the easiest sale to make — but only if you listen when they say no. This demo shows the repeat-only, soft-suggest, opt-out and fulfilment branches.
What triggers this workflow
Time-since-last-order crosses the agreed threshold (e.g. 30 days for a consumable).
Source: Order history + cadence
Workflow steps
- Twenty CRM + n8nDetectRepeat-order window reached; pull the customer's order history.
- Twenty CRMCheck consentHas the customer opted out of suggestions? Skip the upsell branch if yes.
- n8nBranchRepeat-only / soft-suggest / opt-out / fulfilment.
- Listmonk + TwilioSendPlain-English repeat reminder with optional, low-pressure add-on.
- Twenty CRM + ChatwootConfirmIf they accept the add-on, fulfilment picks it; if they reply NOSUGGEST, opt them out.
Tools used
Human handoff
A picker always sees the final order
The repeat branch shows the exact previous order. The soft-suggest branch shows the suggested add-on as a checkbox — never pre-selected.
- Customer accepts the add-on — picker needs the substitution flag
- Customer asks about an item that doesn't appear in the order
- Customer is on a subscription that overrides the one-off repeat
Try it in your browser
Edit the sample inputs, choose a branch, and see what the workflow produces. The sandbox runs offline — no accounts touched, no messages sent.
Try it in your browser
Edit the inputs, pick a branch, and see what the workflow produces. Runs entirely in your browser — no messages are sent, no accounts are touched.
1. Trigger
Hannah ordered weekly tidy-up. Suggested add-on: Premium soil blend.
2. Consent branch
Subject: Time to re-order weekly tidy-up? Hi Hannah, Your weekly tidy-up is due for another round. Tap to repeat the same order: outbackgear.example/r/abc. No upsells, just the same. — Outback Gear Repairs
Sample data only. Numbers, names and messages are placeholders for illustration. Wire the live workflow separately using the setup notes below.
Setup for production
Wiring it for production
Live deployment needs order history, consent flags and a picker integration.
- Connect Twenty CRM with the order history.
- Add a NOSUGGEST keyword handler — replies update the consent flag in Twenty CRM.
- Wire the fulfilment hand-off so the picker sees the final basket.
- Document the cadence (default 30 / 60 / 90 days) and review it quarterly.
Production prerequisites
- Order history with at least one prior purchase per contact
- Consent flag maintained in Twenty CRM
- Picker on shift during fulfilment windows
Nothing here runs by default. Configuration has to be in place before any live send, booking or contact write.
Questions
Does the add-on ever get pre-selected?
No. The add-on is always a checkbox or a click-through in the soft-suggest branch. Pre-selected boxes would undermine the consent principle.
What if a customer replies STOP?
STOP is honoured across every workflow and removes the customer from the contact list, not just this sequence.
More demos you can run in your browser
Want this repeat order & soft suggest workflow running on your stack?
Pick the demo you're curious about or describe your own. We'll come back with what a real deployment looks like for your business — the workflow, the prerequisites, the people involved.