First transaction activation
When to use it
Section titled “When to use it”- You run a wallet, neobank, savings or payments app, and many customers verify but never fund the account or send money.
- Your app sends events when someone signs up, passes verification and makes a first transaction.
- A support or onboarding team can spend time on your most valuable new customers.
Where the data comes from
Section titled “Where the data comes from”| How | What |
|---|---|
| Events from your app or website (needs a developer) | Your app sends the sign-up, verification-approved and first-transaction events. |
| A CSV upload | No developer yet? A daily CSV of those three events can be uploaded as Events. Reminders then start from the day the file is uploaded, so they arrive later than with live events. |
What it sets up
Section titled “What it sets up”| Kind | Name | What it does | Lands |
|---|---|---|---|
| Team | Customer support | Calls high-value customers who haven't transacted; gets the weekly report. | Empty |
| Segment | Verified, no first transaction | Verified in the last 14 days, no first transaction yet. | Ready |
| Segment | Verified and transacted | Verified in the last 14 days and made a first transaction. | Ready |
| Template | Make your first transaction (SMS) | First tip by SMS. No amounts. | Ready |
| Template | Make your first transaction (push) | First tip as a push notification. | Ready |
| Template | Getting started (email) | How-to email three days later. | Ready |
| Question | Report: sign-ups | Sign-ups in the report's period. | Ready |
| Question | Report: verified | Verifications approved in the report's period. | Ready |
| Question | Report: first transactions | First transactions in the report's period. | Ready |
| Funnel | Activation funnel | Sign-up → verified → first transaction, within 30 days. | Ready |
| Dashboard | Activation | The activation funnel and this period's numbers. | Ready |
| Report | Weekly: activation | The week's sign-ups, verifications and first transactions, and who is still waiting, sent to the support team. | Off |
| Follow-up | First transaction activation | Tip, how-to email, then a call for high-value customers; each step skipped once they transact. | Off |
The questions it asks
Section titled “The questions it asks”| # | Question | Default | Fills in |
|---|---|---|---|
| 1 | What should messages call your company? | none, must answer | org_name |
| 2 | Where should messages send people? (your app or a deep link) | none, must answer | app_url |
| 3 | Which team calls high-value customers who haven't transacted? | Customer support | support_team |
| 4 | Which value of your customer tier marks the high-value customers who should get a call? Your app sets a tier on each customer (see the tier trait below). Only this tier gets a call. | premium | high_value_tier |
| 5 | Which event means a customer made their first transaction? | First Transaction | first_transaction_event |
Other settings
Section titled “Other settings”These have defaults. Change any that don’t fit.
| Setting | Default | Key |
|---|---|---|
| Sign-up event | Signed Up | signup_event |
| Verification approved event | KYC Approved | kyc_event |
| Trait that holds the customer tier | tier | tier_trait |
| Send the first tip as a push notification instead of SMS | No | use_push |
| Hours the support team has to make the call | 48 | call_due_hours |
| Sender address | ‹workspace default_sender› | email_from |
| Time zone for the report | ‹workspace timezone› | timezone |
| Weekly activation report | 0 8 * * 1 | report_cron |
| Greeting when a first name is missing | there | greeting_fallback |
Timings
Section titled “Timings”- Day 1 after verification: a tip by SMS (or push), if they haven't transacted.
- Day 3: a how-to email, if they still haven't.
- Day 7: a call task for Customer support, due in 48 hours, only for customers whose tier is premium.
- Everything stops as soon as First Transaction arrives.
- Weekly activation report: 0 8 * * 1 in ‹workspace timezone›.
Channels
Section titled “Channels”| Channel | Needed for | Before it can send |
|---|---|---|
| sms | The first tip | An SMS provider, or Origamy managed SMS after business verification (KYC). |
| push | The first tip, instead of SMS (optional) | Your app set up for push notifications. |
| The how-to email | A verified sending domain for ‹workspace default_sender›. |
What you need to do
Section titled “What you need to do”- Send Signed Up, KYC Approved and First Transaction from your backend, with the customer's phone number and email as traits.
- Set the tier trait on each customer with an identify call (for example standard or premium). Without it no call tasks are created.
- Never ask for a PIN, one-time code, password or card number in a message or on a call. None of these messages does, and each says so. Tell your support team the same, and publish on your site and in the app that you never ask for them, so customers can spot fakes.
- Add people to the Customer support team.
- If you use push, send the app's push token to Origamy through your SDK. Otherwise connect an SMS provider or finish business verification.
- Verify the sending domain, switch the follow-up and report on, and test with your own account.
- Send the three events with the customer’s phone and email as traits, and set a
tiertrait (for examplestandardorpremium) with an identify call. Only the tier you name gets a call task. - “No first transaction in 14 days” is read from event history. If you upload old events by CSV, load the whole history first, or customers who already transacted may get a tip.
- Regulators in most markets expect you to tell customers that you never ask for a PIN, OTP, password or card number. Put that on your site and in the app as well as in these messages, and keep amounts and balances out of every SMS and email.
- In Nigeria, many first-time users fund by bank transfer, so mention transfer-in as well as cards in your app copy. Push is free and works well for app-first customers; SMS reaches those who have turned push off.
This playbook is synthesized: no customer has run it with us yet. If you build it, tell us what you changed, and we’ll replace it with the real version.
Copilot eval
Section titled “Copilot eval”The request used to test the copilot on this playbook (a live eval):
We run a payments app. Lots of people sign up and pass KYC but never make a first transaction. The day after their KYC is approved, text them a tip to fund their account or make a transfer. Three days later send an email explaining how to get started. If they are on our premium tier and still haven't transacted after a week, give our support team a task to call them. Stop when they make their first transaction, and send our team a weekly activation report. Never ask for PINs or OTPs.
It passes when every piece is a valid draft and everything lands off, with at least: segment, workflow, message_template, report.