Why implement this flow?
👋 Reactivate your inactive customers: encourage customers who haven't purchased in a while to come back with a personalized message.
🏄♀️ Boost your sales: offer an exclusive deal or highlight new products to encourage purchases.
❤️ Strengthen loyalty to your brand: remind your customers why they chose your brand and offer them benefits to motivate their return.
How to set up this flow?
The Winback flow structure is available in your template library: go to Flow > Library > Winback Flow to add it to your workspace and customize the messages.
Step 1️⃣: How do you trigger this flow?
Via Shopify: using our native integration
Via Klaviyo: using our native integration (simplified webhook)
Klaviyo automatically generates the 3 pieces of information to enter into WAX (destination URL, header, token).
Follow the dedicated guide: 👉 How to Create a Webhook Between WAX and Klaviyo
Via another CRM or automation tool (Yotpo, Splio, or an internal system): via our Webhook system
The principle is the same as for Klaviyo: you create a Webhook node in WAX as your flow's trigger, WAX generates a URL and a token, which you then paste into the tool of your choice. Two guides exist for specific CRMs:
Step 2️⃣: Add a timer
👀 Our recommendation: after 6 to 12 months without a purchase, depending on your business.
For example, for fast-moving consumer goods, the timeframe can be shorter, whereas for durable goods like furniture, it can be longer. What matters is adapting the timing to your customers' specific buying behavior.
Step 3️⃣: Segment your customers
This segmentation logic can be handled in two ways, depending on where your inactivity segmentation lives.
Option A: The calculation happens on WAX's side
You let WAX check for itself that the customer is still inactive at the moment of sending. To do this, add a Conditional Split node with the recommended condition:
Contact Attribute: last_order_date Date is the last 365 days
(Connect the "No" branch to the message following this condition)
To add the Contact Attribute, click on the Conditional Split node.
Learn more about the Conditional Split
Learn more about Tags and Attributes
Option B: The calculation happens on the CRM's side
If your CRM already handles this segmentation, it calculates the right moment (inactivity threshold reached) and triggers the webhook to WAX precisely at that moment. In this case, the flow no longer needs a Timer or a Conditional Split on WAX's side: the message goes out directly upon receiving the trigger.
👉 Choose the option that matches your setup: if you set up the flow's trigger with a Timer in Step 1, use Option A; if your flow starts directly upon receiving a CRM webhook, Option B already applies and you can move straight to the next step.
Step 4️⃣: Re-engage your customers
Send an engaging message such as: "It's been a while since we've heard from you", followed by an attractive offer and call-to-action buttons to encourage them to take action.
To help you create the template 👉 click here.
Tips & Advice for the Winback Flow
🔄 Re-engage in an engaging way: use engaging messages that remind your customers they're valued, and encourage them to return through simple actions, like a discount code or a special offer.
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