Using Omnisend
Omnisend can send your subscription emails and texts in your own templates and languages, and we tell it what happened. When a subscription starts, renews, pauses, fails or is cancelled, we send Omnisend an event with the subscription, its products and its dates. You build the message as an Omnisend automation.
It is useful if your marketing already lives in Omnisend and you want subscription messages to look and sound like the rest, or if you want to follow up on subscription events in Omnisend without changing who sends your emails.
Connect your Omnisend account
- In Omnisend, open the API keys page and create a new API key. Give it the Events (write) permission so we can send events, and Brands (read) so we can check the key and show your store name.
- Go to Supr Bundles & Subscriptions > Settings > Integrations > Omnisend. Paste the key into API key and click Connect.
The page shows Connected with your Omnisend store name. Nothing changes for your customers yet: we keep sending every email until you choose otherwise.
Send a test event first
Under Test an event, pick a notification and a subscription, or use our sample subscription, and click Send test event.
The test goes to your store's contact email, not to a customer, and it is marked test: true so you can keep it out of a live automation. It works while we are still sending your customer emails, so you can build your automations first and switch the sender afterwards.
Omnisend only lists an event as an automation trigger after it has arrived once, which is what the test is for. Omnisend takes a few seconds, so reload if it is not there straight away.
Build an automation for each event
In Omnisend, go to Automations > Create workflow > Create from scratch and choose one of these events as the trigger. Each notification arrives as its own event:
Event in Omnisend | Sent when |
|---|---|
Subscription Started | A subscription is started |
Subscription Restarted | A subscription is reactivated |
Subscription Paused | A subscription is paused |
Subscription Cancelled | A subscription is cancelled |
Subscription Renewed | A subscription is successfully renewed |
Subscription Updated | A subscription is changed |
Subscription Next Order Date Changed | The next order date is changed |
Subscription Renewing Soon | Before a subscription renews, at the lead time you choose |
Subscription Price Changed | The price of a subscription changes |
Subscription Item Out Of Stock | An item on an upcoming renewal is out of stock |
Subscription Failed | A subscription fails |
Subscription Payment Failed | A renewal fails because of the customer's payment, so they need to fix their card |
Subscription Renewal Failed | A renewal fails for a reason the customer cannot fix |
Subscription Pause Reminder | A few days after a subscription is paused |
Subscription Pause Win-Back | A paused customer is sent an offer to come back |
Subscription Resuming Soon | A few days before a paused subscription resumes by itself |
Subscription Auto Resumed | A paused subscription resumes by itself |
Subscription Auto Cancelled | A paused subscription is cancelled after the pause limit |
Subscription Win-Back 1, 2 and 3 | 14, 30 and 60 days after a subscription is cancelled |
Every event carries the subscription, its products, totals, next order date and a link to the customer portal. Use these fields to filter the trigger, to split the workflow, and to personalize the message.
Check the workflow's channel settings. A new Omnisend workflow emails only contacts who are subscribed to marketing, so a customer who never opted in would not get it. For a renewal or payment notice, open the workflow's Workflow channel settings and choose Any subscription status (transactional message). Keep marketing messages, such as the win-back ones, for subscribed contacts.
Choose who sends your customer emails
Under Who sends your customer emails, pick one:
- Supr Bundles & Subscriptions: we keep sending every customer email. This is the default.
- Omnisend: we stop sending customer emails and send the events to Omnisend instead.
- Choose per notification: tick the ones Omnisend should send, and we keep sending the rest.
Click Save. When the change hands emails to Omnisend, the app asks you to confirm and lists the emails that stop coming from us.
Build and switch on the automation before you hand an email over. Omnisend accepts our events whether or not an automation is listening, so a customer receives nothing until the automation for that event is live.
Keep our emails and also send every event
Turn on Also send Omnisend the events we do not hand over. We keep sending those emails ourselves, and each one also arrives in Omnisend as an event, so you can tag customers, build segments or run a follow-up there. The customer gets our email and whatever your automation sends.
A customer email has one sender. If Klaviyo already sends an email, Omnisend cannot send it too, and the page tells you which ones. Mirroring is not affected: both can receive the events.
Once an email goes through Omnisend, Settings > Notifications shows Sent through Omnisend beside it, and its template there is not what the customer receives. An email we still send and also mirror shows Also sent to Omnisend.
Good to know
- Each customer message comes from us or from Omnisend, never both.
- Staff notifications and the Email me a copy switches keep coming from us either way.
- A notification turned off under Settings > Notifications is off everywhere, Omnisend included. Turn it on there first.
- If Omnisend rejects an event, for example because the key was deleted, we send that customer our own email instead so nobody is left with nothing. The Omnisend page then shows Omnisend rejected the last event with a Re-check key button.
- We send Omnisend the customer's email address and name, never their phone number.
- The events we send become part of your Omnisend account, which you control. If a customer asks you to erase their data, remove them in Omnisend as well as in Shopify. Erasing them in Shopify does not remove them from Omnisend.
Disconnect
Click Disconnect on the Omnisend page. We delete your key and go back to sending your customer emails ourselves. Any Omnisend automations built on these events stop receiving them.
If you uninstall the app, we delete your key at the same time and your customer emails come from us again. After you reinstall, connect Omnisend again by pasting your key.
Updated on: 10/03/2026
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