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The client’s goal
A wellness business needed a clear customer journey from registration through consultations, check-ups and loyalty-program information.
The team already used Trello to manage customer relationships. I built the communication workflow around that existing process using Make.com, email and WhatsApp Business Cloud.
The challenge
The journey combined two different triggers: elapsed time and completed customer conversations.
Some messages needed to wait one, two or 28 days. Others needed to start only after the team confirmed that a consultation had actually taken place.
My task was to connect these steps while keeping the team’s daily work straightforward.
The workflow I built
I used three deliberate Trello card movements to start the relevant stages.
1. Customer registration
When the team moves the card to the onboarding list, Make sends the welcome email.
Where WhatsApp consent is recorded, the workflow also schedules a consultation invitation for one day later.
2. First consultation completed
After the consultation takes place, the team moves the card to the consultation list.
Make sends the consultation follow-up email and schedules a WhatsApp check-up invitation for 28 days later.
3. Check-up completed
After the check-up, the team moves the card to the loyalty-program information list.
Make schedules an email for two days later, explaining the program, linking to an instructional video and inviting the customer to discuss setting it up.
The team remains responsible for confirming that each conversation has happened. Those card movements tell the workflow when to begin the next stage.
How I structured the automation
I built four Make scenarios: three handle customer-stage changes, and one shared dispatcher processes delayed messages.
Trello labels identify the pending communication, while due dates determine when delayed messages become eligible for sending.
The workflow uses customer details for personalization and checks the recorded consent statement before processing WhatsApp messages.
I also formatted the loyalty-program email with simple HTML paragraphs and clickable links to keep it readable and easy to maintain.
Testing and validation
I tested the complete journey using a dedicated test card.
To validate the delayed routes without waiting 28 days, I brought the test due dates forward and ran the relevant scenarios manually.
All five communication steps worked in controlled testing:
- Three emails were delivered.
- Two WhatsApp messages were delivered.
- Pending labels and due dates updated as expected.
These checks validated the main workflow under test conditions.
Practical value
The team has three clear responsibilities: maintain customer details, complete consultations and move cards to the next stage.
The automation connects those actions to the relevant follow-up messages and waiting periods, making the process easier to track in the tool the team already uses.
This project reflects my approach to automation: start with the business process, keep human decisions clear and build a workflow that is understandable and maintainable.
My role and tools
My role: Workflow design, Make.com implementation, message formatting and functional testing.
Tools: Trello, Make.com, SMTP email and WhatsApp Business Cloud.