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Multi-channel Win-back Sequence

Re-engage inactive customers with personalized messages and escalating incentives across email, web push, and SMS.

Goals

Improve retention and fight churn

Encourage repeat sales

Industries

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Description

This multi-channel win-back sequence helps brands systematically re-engage customers who have stopped purchasing by combining timing-based triggers with personalized content and incentives. By reacting exactly 30, 60, and 90 days after the last purchase, the flow escalates communication intensity while respecting contact consent preferences. Personalized product recommendations, web push reminders, and targeted discount codes work together to bring customers back at the right moment. The result is a scalable, automated approach to reducing churn and increasing repeat revenue.

Implementation Effort

Impact on a goal

Assets

No items found.

Outcome

Higher repeat purchase rates

Improved customer reactivation

Reduced churn among inactive buyers

Detail user scenario

The scenario monitors the time since a customer’s last purchase and triggers tailored win-back actions at 30, 60, and 90 days. At 30 days, the system focuses on soft re-engagement using personalized recommendations and a follow-up web push if no purchase occurs. At 60 and 90 days, the flow introduces increasingly attractive coupon incentives, delivered via the best available channel based on consent. All actions are tracked through events and tags, ensuring visibility and control over coupon usage and performance.

Step-by-step

1
30-day post-purchase re-engagement: When the user’s last purchase was exactly 30 days ago and email consent is true, the system sends a “We miss you!” email with personalized product recommendations based on past purchases. If the email is opened, the system waits three days and checks whether a new purchase occurred within the last four days.
2
Web push follow-up after no purchase: If no purchase is detected after the waiting period and the user has an active web push subscription, the system sends a web push notification linking to the Bestsellers page to encourage a quick return.
3
60-day win-back with discount incentive: When the last purchase was exactly 60 days ago and email consent is true, the system assigns a winback10 discount code. If no valid coupon is available, an alert email is sent to an agent; if successful, a “coupon assigned” event is created. If SMS consent is true, the discount is sent via SMS; otherwise, it is sent by email, and the user is tagged with coupon_winback10.
4
90-day high-intent win-back offer: When the last purchase was exactly 90 days ago and email consent is true, the system assigns a winback20 discount code. If the coupon has value, a “coupon assigned” event is created and an email offering 20% off plus free shipping is sent. The user is then tagged with coupon_winback20 for tracking and segmentation.

Detail user scenario

Step-by-step

1
30-day post-purchase re-engagement: When the user’s last purchase was exactly 30 days ago and email consent is true, the system sends a “We miss you!” email with personalized product recommendations based on past purchases. If the email is opened, the system waits three days and checks whether a new purchase occurred within the last four days.
2
Web push follow-up after no purchase: If no purchase is detected after the waiting period and the user has an active web push subscription, the system sends a web push notification linking to the Bestsellers page to encourage a quick return.
3
60-day win-back with discount incentive: When the last purchase was exactly 60 days ago and email consent is true, the system assigns a winback10 discount code. If no valid coupon is available, an alert email is sent to an agent; if successful, a “coupon assigned” event is created. If SMS consent is true, the discount is sent via SMS; otherwise, it is sent by email, and the user is tagged with coupon_winback10.
4
90-day high-intent win-back offer: When the last purchase was exactly 90 days ago and email consent is true, the system assigns a winback20 discount code. If the coupon has value, a “coupon assigned” event is created and an email offering 20% off plus free shipping is sent. The user is then tagged with coupon_winback20 for tracking and segmentation.

How to implement it?

Implementing use case automation involves several key steps and tools. Here's a comprehensive ressources to get you started:

Used Modules

Pop-Ups

Collect information from your visitors and navigate them on the website.

SMS Messages

Automate SMS delivery based on user actions or specific conditions.

Push Notifications

Delivers personalized notifications to users of your website (webpush) or app (mobile push).

Email Marketing

Send personalized emails that resonate with your users at the perfect moment.

Landing Pages

Easily design and customize landing pages that convert visitors into leads, optimizing the journey from click to action.

Embedded Forms

Get more data from users easily with embedded forms.

In-app Messages

Show pop-ups inside your mobile app to guide or inform your users.

Deals

Deals help you track sales opportunities and manage your pipeline efficiently.

Launch personalized, automated WhatsApp campaigns.

Mobile Wallet

Reach customers effortlessly through Apple and Google Wallet.

Coupons

Create promotions, import unique codes, and assign them automatically.

Prerequisities

Set up your own domain to send emails

Implement Product Events

Set up product recommendations

Set up Web Push prompt configuration

Set up coupons and upload codes to winback_discount10 and winback_discount20 Promotion

Step by Step Guide

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Read the guide

Recommended data structure

Contact Attributes

Contact attribute is a named data field that describes a specific property of a contact stored on its profile and used for segmentation, personalization, reporting, and automation.

Attribute name	Attribute type
email	(standard) string
Web push subscription	(standard) boolean
Consent email	(custom) boolean
Consent SMS	(custom) boolean

Segments

Segments are dynamic groups generated based on predefined criteria, which update in real-time as contacts behaviors and attributes change.

Segment name	Segment definition
Products - With Assets	Image URL AND Product URL have any value

Product Events

A product event is information about a contact’s interaction with a specific product, such as a view, cart addition, or purchase.

Product Event name	Customer path
Purchase	order completed with the product

Promotions

A Promotion is a simple, named bundle of discount codes for your customers – with a short description for context – while your store’s settings decide how and when the codes are used.

Promotion name	Definition
winback_discount10	discount 10% for the win back sequence
winback_discount20	discount 20% for the win back sequence

Tag name	Tag definition
coupon_winback10	Discount 10% for the win back sequence
coupon_winback20	Discount 20% for the win back sequence

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Multi-channel Win-back Sequence