Depot MVP Journey Map
Access Online · Depot MVP · Phase 1

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

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

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

Three journeys. Journey 0 saves the account's on-hold status to the customer's profile. Journeys 1 and 2 send the emails. 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.

How Journey 2 knows the account is on hold

Journey 2 starts from one event, the order. That event has no on-hold field. So the status is saved onto the customer's profile earlier, when NetSuite processes the quote, and Journey 2 reads it from there.

Step 1 · from the websitesubmitQuoteRequest #1Staff submit the quote. isQuoteOnly = true
No journey acts on this
Step 2 · from NetSuitesubmitQuoteProcessedQuote PDF link and nsAccountOnHoldStatus = true / false
Journey 0 saves the on-hold status to the profile
Journey 1 sends the quote email
Customer profilelastOnHoldStatus = true / falselastQuoteRequestID = quote ID
Step 4 · from the websitesubmitQuoteRequest #2Staff place the order. isQuoteOnly = false. Has the order details, no on-hold field
Journey 2 starts, reads lastOnHoldStatus from the profile, sends E9 or E11 using the order details on this event

Journey 0: Save quote status

DepotMVP_SaveQuoteStatus · sends no emails
1TriggerCustom event submitQuoteProcessed
  • No entry filters, so it runs on every processed event
  • Re-entry on · simultaneous entries on
↓
2User profile updateSave to the customer's profile
  • lastOnHoldStatus = event nsAccountOnHoldStatus
  • lastQuoteRequestID = event quoteRequestID
  • lastQuoteProcessedAt = event createdAt
  • User profile tile, or a webhook to /api/users/update if the tile can't copy event values
End

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
3E6 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
7E5 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?
  • User field lastOnHoldStatus = true (saved by Journey 0)
Yes: on hold
3E11 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
7E9 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.