✅ Customer Win-Back Flow Objective
The Winback Flow aims to reconnect with past customers who haven’t made a purchase within a specific period of time (for example, 30, 60, or 90 days).
Its purpose is to prevent complete customer loss, encourage a new purchase, and keep the relationship with the brand alive.
📹 Video Tutorial
👉 Trigger
Trigger: Order created
Filter: Optional
Delay: 60 days
Condition: The customer has not made another purchase
⚙️ General Configuration of the Flow
Audience: This can be the entire audience or just a specific segment
Activation Event: We need to select the connector that sends us the event and the event name → Order Created
Cancellation Event: This would be the event that, if triggered, prevents the message from being sent. In this example, if the customer makes another purchase, we will not send the reactivation message.
📨 Configure the message:
Waiting Time: This is the time we will wait from when the contact is added to the list until the message is sent
Sender and Message Text: In this case, a message reminding the customer to restock their products, which we refer to as a restock automation.
⚙️ Delivery settings
Activation Limit: No more than once per month
Do not send this automation if the customer has received another message recently.
📲 Recommended Flow Structure
Time | Goal | Message example |
Day 60 | Remind the customer that the brand misses him/her. | Hey {{first_name}}, it’s been a while since you visited {{brand_name}} 💛. We’ve got some exciting new things you’ll love → {{link}} |
Day 63-65 | Offer an incentive | Still thinking about {{brand_name}}? We miss you 🥹 Here’s 10% off your next purchase: CODE10 → {{link}} |
Day 67-70 | Urgency - Last offer | Last call 😱 Your reactivation code expires today! Use CODE10 before midnight and save → {{link}} |
It will be necessary to activate and save the automation.
Each time a contact is added to the list, the automated message will be sent.