Win Back Lost Customers

What Is This?

Win Back is an automated campaign that detects customers who haven't made a purchase in a set number of days, then sends them a personalised message to bring them back. Once set up, it runs on its own every night — no manual tracking needed.

Real-Life Example

Farah owns a café and notices some regulars have gone quiet. She sets up a Win Back campaign with a 14-day trigger. When Wei Lin hasn't visited in 14 days, she automatically gets a WhatsApp message — "We miss you! Come back for 20% off your next cup." Wei Lin pops in that evening. Farah never had to lift a finger.

How to Set It Up

1. Go to CRM → Campaigns in the left sidebar

2. Click Create Campaign and select ✨ Win Back Lost Customer

3. Fill in the campaign form:

   • Days Without Transaction — how many days of inactivity before the campaign triggers (default: 14 days, range: 1–365)
   • Send At — the time of day messages go out (default: 9:00 AM)
   • Broadcast Channels — Email, SMS, or WhatsApp (SMS and WhatsApp have additional charges and require prior setup)

   

4. Make sure the Active toggle is turned on, then click Save

The system checks every night in the early morning (around 4:30 AM) and schedules messages for any newly inactive customers, starting from your configured send time. Messages go out between 9:00 AM and 5:00 PM: a send time after 5:00 PM starts at 9:00 AM the next day, and weekends are skipped unless Include Weekends is turned on. Messages are spaced out rather than sent all at once.

What Your Customers Will See

Customers receive a personalised message on whichever channels you chose. The message addresses them by name and can include an offer or incentive. It reads like a personal outreach, not a mass blast — most customers appreciate it rather than feeling spammed.

Good to Know

• Each customer receives this campaign only once — the system won't send it again if they stay inactive after receiving it, or if they lapse again later
• Customers marked Do Not Contact or Blocked are skipped. If they opt back in, they are considered again at the next nightly check
• Only purchase transactions reset the inactivity timer — redeeming rewards, checking their balance, earning referral points, and birthday rewards do NOT count
• If a customer makes a purchase in the morning of the same day a message is scheduled, the message will still go out (scheduling happens overnight, around 4:30 AM)
• You can run multiple Win Back campaigns at different thresholds — e.g., one at 14 days and another at 30 days — to target different customer segments. Each campaign works on its own, so a customer can receive one message from each
• New campaigns start checking customers from the next overnight check (around 4:30 AM) after you activate them
• Each Win Back campaign also appears under CRM → Automations, marked as managed from the campaign. Edit or switch it off here in CRM → Campaigns, not from Automations

What's Next?

• Set up a Birthday Reward to automatically reward customers on their birthday
• Create a Membership Day Campaign to run a monthly promotion for all customers
• Check your campaign history under CRM → Campaigns to see how many messages went out