Depot MVP Journey Map

Which email each type of customer receives, when it is triggered and who gets it. Depot staff place every quote and order on the customer's behalf, so staff always receive a copy of the customer email.

Customer receives the email Staff copy staff member who placed it Internal internal alert (copy not shown)

At a glance

Every customer is on a trading account. What they receive depends on whether the account is on hold and whether the quote is for hire or buy.

Hire

Buy

30-day account

E5Your Quotation

Quote. Sent 5 minutes after the quote is created, unless staff place the order first.

E9Your Order Acceptance

Order confirmed when staff place the order.

E6Your Quotation

Quote, sent straight away. Buy can't be ordered online; Capital Sales call the customer.

Account on hold

E5Your Quotation

Quote, same as above. On hold customers can still get quotes.

E11Your Order Update

Order not confirmed. A team member calls to sort out the account.

E6Your Quotation

Quote, sent straight away. Capital Sales call the customer.

Journey by customer type

Each row follows one customer type through the four moments that can send an email.

1. Hire customer, 30-day account

Hire30-day terms

Step 1Staff submit quote

submitQuoteRequest

No email yet

Step 2NetSuite creates quote PDF

submitQuoteProcessed

Wait 5 minutes in case staff place the order

Step 3No order after 5 minutes

E5 · Your Quotation

CustomerStaff copy

Internal alertDepot sales rep

Step 4Staff place the order

submitQuoteRequest · quote only = no

E9 · Your Order Acceptance

CustomerStaff copyOrder contact

Internal alertecomm.support Depot sales rep

If the order comes within 5 minutes, E5 is skipped and the customer gets E9 only.

2. Hire customer, account on hold

HireAccount on hold

Step 1Staff submit quote

submitQuoteRequest

No email yet

Step 2NetSuite creates quote PDF

submitQuoteProcessed

Wait 5 minutes in case staff place the order

Step 3No order after 5 minutes

E5 · Your Quotation

CustomerStaff copy

Internal alertDepot sales rep

Step 4Staff place the order

submitQuoteRequest · quote only = no

E11 · Your Order Update

CustomerStaff copyOrder contact

Internal alert: call the customerecomm.support Credit team

Order is not confirmed until the account is sorted out.

3. Buy customer, 30-day account

Buy30-day terms

Step 1Staff submit quote

submitQuoteRequest

No email yet

Step 2NetSuite creates quote PDF

submitQuoteProcessed

E6 · Your Quotation

CustomerStaff copy

Internal alert: call the customerCapital Sales Manager

Step 3No wait

Buy quotes send straight away

Step 4Order

Not available online for Buy. Capital Sales progress the sale by phone.

4. Buy customer, account on hold

BuyAccount on hold

Step 1Staff submit quote

submitQuoteRequest

No email yet

Step 2NetSuite creates quote PDF

submitQuoteProcessed

E6 · Your Quotation

CustomerStaff copy

Internal alert: call the customerCapital Sales Manager

Step 3No wait

Buy quotes send straight away

Step 4Order

Not available online for Buy. Capital Sales sort out the account and the sale by phone.

The four customer emails

Exact copy. Highlighted fields fill in from the quote or the customer record. Staff receive an identical copy of each.

E5 · Hire quote

Item 5

To: CustomerStaff copy
When: 5 minutes after a hire quote is created, if no order is placed
Subject: Your Brand Access Quote is Attached
Preheader: Thank you for your recent Site name quote request.

Your Site name Quotation Quote number

Dear First name,

We are pleased to provide you with the below quote based on your recent enquiry with Staff member name.

Download Quote

The quote covers the details of the equipment, hire period, delivery/pickup arrangements and off hire requirements.

If you have any questions, or to place your order, please don't hesitate to contact us via Depot phone phone or email Depot sales rep email. We look forward to supporting your business with its equipment needs.

Kind regards,
Staff member name
Brand

Experience the Access difference section

Internal alert: Depot sales rep

Email template: [link to be added]

E6 · Buy quote

Item 6

To: CustomerStaff copy
When: Straight away when a buy quote is created
Subject: Your Brand Access Quote is Attached
Preheader: Thank you for your recent Site name quote request.

Your Quotation

Dear First name,

We are pleased to provide you with the below quote based on your recent enquiry with Staff member name. Please note that pricing and availability are subject to confirmation at the time of order.

Download Quote

Kind regards,
Staff member name
Brand

Internal alert: Capital Sales Manager to call the customer

Email template: [link to be added]

E9 · Hire order confirmed

Item 9

To: CustomerStaff copyOrder contact
When: Staff place a hire order, account not on hold
Subject: Thank you for your Brand Order
Preheader: Thank you for your Site name order acceptance.

Your Order Acceptance

Dear First name,

Thank you for placing your order Reference number, to start on Start date.

Your order is currently being processed and we will be in touch as soon as your equipment is allocated.

Order details: reference, site and address, delivery and collection, equipment and dates, totals

If you have any questions, please don't hesitate to contact us via Depot phone phone or email Depot sales rep email. We look forward to supporting your business with its equipment needs.

Kind regards,
Staff member name
Brand

Next steps for your hire

Internal alert: ecomm.support Depot sales rep

Email template: [link to be added]

E11 · Hire order, account on hold

Item 11

To: CustomerStaff copyOrder contact
When: Staff place a hire order, account on hold
Subject: Thank you for your Brand Order
Preheader: Thank you for your Site name order acceptance.

Your Order Update

Dear First name,

Thank you for placing your order Reference number.

A team member will be in touch shortly to finalise your order.

If you have any questions, please don't hesitate to contact us via Depot phone phone or email Depot sales rep email. We look forward to supporting your business with its equipment needs.

Kind regards,
Staff member name
Brand

Next steps for your hire

Internal alert: ecomm.support Credit team to call the customer

Email template: [link to be added]

How it's built in Iterable

Two journeys, one per trigger event. Customer emails are email tiles. Staff copies and internal alerts are webhook tiles that call Iterable's send API, because an email tile can only send to the customer in the journey.

Journey 1: Quotes

DepotMVP_Quotes · covers E5 and E6

1TriggerCustom event submitQuoteProcessed

Entry requirement: event processingComplete = true
Entry requirement: user has not done submitQuoteRequest with isQuoteOnly = false in the last 60 minutes (blocks the extra processed event NetSuite sends after an order)
Re-entry on · simultaneous entries on

↓

2Attribute splitEvent transactionType

= Buy

3EmailE6 to customer

4WebhookE6 copy to staff

To {{impersonatorEmail}}

5WebhookI6 to Capital Sales

To Capital Sales inbox (to confirm)

End

= Hire

6Hold untilMax 5 minutes

Waits for submitQuoteRequest with isQuoteOnly = false
Event occurs → exit (Journey 2 sends the order email)
Time expires → continue

7EmailE5 to customer

8WebhookE5 copy to staff

To {{impersonatorEmail}}

9WebhookI5 to depot sales rep

To {{depotSalesRepEmail}}

End

Any other transactionType value goes to End and sends nothing.

Journey 2: Orders

DepotMVP_Orders · covers E9 and E11

1TriggerCustom event submitQuoteRequest

Entry requirement: event isQuoteOnly = false
Entry requirement: event isImpersonating = true (Depot MVP only)
Re-entry on · simultaneous entries on

↓

2Yes/No splitAccount on hold?

Yes if the user has done submitQuoteProcessed with nsAccountOnHoldStatus = true in the last 30 days

Yes: on hold

3EmailE11 to customer

4WebhookE11 copy to staff

To impersonator email

5WebhookI11 to ecomm.support

6WebhookI11 to credit team

Shared credit inbox (to confirm)

End

No: not on hold

7EmailE9 to customer

8WebhookE9 copy to staff

To impersonator email

9WebhookI9 to ecomm.support

10WebhookI9 to depot sales rep

To {{salesRepEmail}} (customer profile)

End

Only hire orders reach this journey, because buy quotes can't be ordered online.

Every webhook tile POST https://api.iterable.com/api/email/target · headers Api-Key (server-side key) and Content-Type: application/json · body sets campaignId, recipientEmail and the customer and quote details as dataFields. Waiting on: impersonator name and email on both events, depot sales rep email on submitQuoteProcessed, sales rep email on the customer profile, depots catalog for depot phone, and the exact transactionType value for Buy.