On the day they become lapsedMarketing
winback_checkin_v1Hi {{first_name}}, it’s been a while since your last {{last_product}}. How’s it going? We’ve got something new you might like: {{link}}
Show meNo thanks
MARKETING USE CASE
Bring lapsed customers back with a reason to return.
Customers who haven’t bought or visited in a while usually haven’t left for good. A personal WhatsApp check-in brings many of them back.
7-day free trial · about 15 minutes to connect your number · Meta bills message charges to you directly (you add a card in Meta)
9:41
Today
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Hi Sarah, it’s been a while since your last Coastal throw. How’s it going? We’ve got something new you might like: northline.co/go/5TR
Reply STOP to opt out
10:02 amShow meNo thanks
Ha, I switched to a subscription somewhere else.
10:14 am ✓✓Fair enough! If you want to compare, our subscription is $2 less a bag and you can pause anytime.
10:15 amMessage
Sheet · No visit in 60 days
Illustrative example. Names and details are made up.
FOR LOCAL BUSINESSES
Bring regulars back without chasing each one.
Your customer list already shows who hasn’t been in for a while. A personal message from your own number does the asking.
- Team
- Marketing
- Starts from
- Google Sheets · Shopify · Zapier · Contact import
- Goal
- Returning customers, and honest feedback from the ones who don’t come back.
- Meta category
- Marketing
IN PRACTICE
Customers who stop buying rarely announce it. A personal check-in that mentions what they bought last feels like a message from a shop that remembers them, not a promotion. The replies are useful either way: some come back, others tell you why they left.
THE JOURNEY
How it runs.
- Starts when
- Your weekly export lists customers whose last order or visit is over your chosen number of days, or Shopify shows no order in that period.
- Stops when
- Purchase or booking, reply, opt-out, or two messages sent.
- Send A personal check-in that mentions what they bought or booked last.
- Wait Three days for a reply.
- Branch Replied: notify a team member. No reply: send one offer or reason to come back.
- Stop End after the second message and suppress them from win-back for 90 days.
SHEET TRIGGERNew Sheet Row
SEND MESSAGEwinback_checkin_v1
WAIT FOR REPLYTimeout: 3 days
NOTIFY MEOn reply
SEND MESSAGEwinback_offer_v1
END FLOWEnd Flow
Styled like ConvoHut’s flow builder. Every node is editable.
THE FULL PLAYBOOK
Everything you need to launch it.
The exact messages, the sheet, the build and the rules.
3 days later, if no replyMarketing
winback_offer_v1{{first_name}}, here’s 10% off your next order, valid for 7 days: {{code}}. Hope to see you soon.
Template names and wording are examples. Write in your own voice and submit templates to Meta for approval; Meta confirms the category.
Win-back campaigns · example sheet
| A | B | C | D | E | |
|---|---|---|---|---|---|
| 1 | first_name | phone | last_order_date | last_product | consent |
| 2 | Tom | +61 4•• ••• | 12 Jun 2026 | Colombian beans 1kg | yes |
| 3 | Nina | +61 4•• ••• | 2 May 2026 | Cut & colour | yes |
| 4 | Ben | +61 4•• ••• | 28 May 2026 | Protein 2kg | yes |
Only the phone column is required. The highlighted row is the newest: adding it starts the journey. Example data only.
- TriggerNew Sheet Row
A weekly export of customers with no order or visit in your chosen period.
- Send Messagewinback_checkin_v1
- Wait for ReplyTimeout: 3 days
- Notify MeOn reply
- Send Messagewinback_offer_v1
Timeout path only.
- End Flow
On reply
A teammate replies. If they say why they left, note it: it’s the best churn feedback you’ll get.
On timeout
One offer is sent, then the journey ends. Keep them out of win-back for at least 90 days.
On opt-out
The contact leaves the journey straight away and is excluded from future marketing messages.
Mistakes to avoid
- Leading with your biggest discount.
- Sending to everyone who hasn’t bought in 30 days, regardless of their normal cycle.
- Ignoring the reasons people give.
The moment
A customer who used to order every month hasn’t been back in 90 days.
Nobody notices until they’re gone. Win-back emails go unread, and there’s no easy way for the customer to say what changed.
Data you need
- First name
- WhatsApp number
- Last purchase or visit date
- What they bought last
- Marketing consent
Measure
- Customers contacted
- Replies and reasons given
- Customers who return within 30 days
- Opt-outs
Good practice
- Reference something specific to the customer.
- Listen to the replies: they tell you why people leave.
- Don’t lead with the biggest discount you have.
Works for
Free PDF- Salons and clinics: “due for a visit” instead of “we miss you”.
- Subscriptions: ask why they cancelled and offer a pause.
- Hospitality: invite them to a new menu or event.
Win-back campaigns playbook
Journey, sample messages, setup checklist and metrics.
Download ↓FAQ
Questions.
How long before a customer counts as lapsed?
It depends on how often they usually buy. A common rule is two to three times their normal gap between orders or visits.
Can I send win-back as one big campaign?
Yes, or as a journey that runs every week for newly lapsed customers. The journey keeps it timely.
Who owns the number and the data?
You do. ConvoHut connects to your own WhatsApp Business Account, and Meta bills messages to you with no ConvoHut markup.
RELATED
Often used together.
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Send your sale, new menu or seasonal offer to the customers most likely to care, and handle the questions it creates in the same conversation.
Google Sheets · Contact import · ShopifySee the journey →SupportCustomer feedback and CSAT
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Google Sheets · Shopify · ZapierSee the journey →IN THE APP
How this runs in ConvoHut.
A new row or form entry starts the journey, then replies decide the next step.
A journey running step by step
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