Win-back & re-engagement
Every list has customers who used to buy and subscribers who used to open — and quietly stopped. A win-back flow catches them before they're gone for good, with a timely reminder, a reason to return, and a clean exit for those who won't.
Winning back beats starting over
A lapsed customer already knows and trusts you, so reactivating them costs a fraction of finding a new one. A win-back sequence targets exactly the people slipping away, at the moment they slip.
- Re-engage customers who haven't ordered in a set window
- Wake up subscribers who've stopped opening
- Offer a reason to return — an update, a favourite, an incentive
- Keep your list clean by retiring contacts who won't come back
How to set it up
- 1
Define 'lapsed' for your business
Pick the window that signals dormancy — days since last order, or a run with no opens or clicks.
- 2
Trigger on the inactivity segment
Enter contacts into the flow automatically the moment they cross that threshold.
- 3
Build a 2–3 step sequence
Start with a soft 'we miss you', follow with your best reason to return, and finish with a time-boxed incentive.
- 4
Add a clean exit
If they still don't engage, send a final confirm-your-interest message and suppress the unresponsive — protecting deliverability.
Segment so it feels personal
Win-back works when it's specific. Target by how long they've been gone and what they used to buy, and personalize with their name and a favourite product so the message reads like it was written for them.
- Segment by days-since-order or last engagement date
- Reference the category or product they used to buy
- Scale the incentive to the customer's past value
- Exclude anyone who's already active again
Reach them beyond the inbox
- Email for the story and the offer
- SMS or WhatsApp for a direct, hard-to-miss nudge
- Web push for browsers you can reach without an email
- Telegram for community members who drifted
Frequently asked questions
When is a customer 'lapsed'?
It depends on your buying cycle — often 60, 90 or 180 days since the last order. For subscribers, a run of no opens or clicks is the usual signal.
Should a win-back include a discount?
An incentive helps on the final step, but lead with a reason to return first — a new product, a favourite back in stock — so you don't discount people who'd have come back anyway.
How does this help deliverability?
Retiring contacts who never re-engage after a win-back keeps your engagement rates high, which protects inbox placement for everyone else on your list.
Can I win back on more than email?
Yes. The same flow can add SMS, WhatsApp, Telegram and web push, so a win-back reaches lapsed contacts on the channel they still check.
Start sending in minutes
Create a free account, connect your domain and reach your audience across every channel — no credit card needed.
Free plan forever · No credit card required · Set up in minutes