Before you start
Set up the automated campaigns you’ll use inside the flow. Each campaign can run on any of these channels:- SMS
- Viber
- Mobile push
- Web push
How the flow works
The flow has nine steps. It runs daily, filters customers who match the reactivation criteria, sends the first reminder, waits, and then escalates to a bonus offer if there’s still no order.Launch trigger
Schedule the flow to run daily.On each run, the flow checks two things before letting a customer through:
- The customer’s contact in the chosen channel is valid.
- The customer is still subscribed to that channel.
- The customer has been in the database for 6 months or more.
- The customer has at least one order in their history.
- The customer has not placed an order in the last 180 days.
These values are a starting point. Tune them to your business model and average purchase cycle. A coffee subscription brand might consider 60 days “inactive,” while a furniture retailer might use 365 days. RFM segmentation can sharpen the audience further — for example, focusing the flow on previously high-value customers who’ve gone quiet.
First reactivation campaign
Send the opening campaign. Pick whichever angle fits your brand and catalog:
- A short survey (“Tell us what you’ve been missing”)
- Bestsellers from the last few weeks
- Personalized product recommendations
- Products from the customer’s favorite category
- A curated set or edit
Check for an order
After the wait, check whether the customer placed an order during those seven days.
- If they ordered: they’re reactivated. Exit the flow.
- If they didn’t order: continue to the bonus step.
Send a bonus offer
Send a campaign with a real incentive — either a promo code or a deposit of loyalty points. Set an expiration date for the bonus using an
AddDays expression so the offer has urgency.Use these personalization tokens inside the campaign:| Content | Token |
|---|---|
| Promo code from a pool | Recipient.LastReceivedPromoCode.WithType{poolname}.Value |
| Personalized recommendations | Recipient.Recommendations.{algorithmname} |
| Favorite category | Recipient.{categoryname} |
Check whether the bonus was used
Verify whether the customer redeemed the promo code or spent the loyalty points.
- If they used the bonus: exit the flow — they’re back.
- If they didn’t: continue to the final reminder.
Send an expiration reminder
Send a last-chance campaign reminding the customer that their bonus is about to expire. This is usually the highest-performing step in the sequence because the urgency is concrete and personal.
Set entry frequency
Configure how often a customer can enter this flow in the start block.In practice, the segmentation itself limits re-entry: a customer can only qualify again after they place a new order and then go quiet for another 180+ days. That means the frequency cap mostly protects against edge cases rather than throttling normal flow traffic.
Personalization reference
Use these tokens inside any campaign in the flow to pull customer-specific content:Recipient.LastReceivedPromoCode.WithType{poolname}.Value— the most recent promo code issued to the customer from the named pool.Recipient.Recommendations.{algorithmname}— product recommendations from the named algorithm.Recipient.{categoryname}— the customer’s favorite category.