Why implement this flow?
👋 Reactivate 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 incentivize purchases.
❤️ Strengthen brand loyalty: Remind your customers why they chose your brand and offer them benefits to motivate their return.
How to set up this flow?
The structure for the Winback Flow 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 to trigger this flow?
Via Shopify: Using our native integration.
Via Klaviyo: Using our native integration (simplified webhook)
Learn how to trigger a WhatsApp conversation from Klaviyo here.
Via another CRM: Using our Webhook system.
For more information about webhooks, click here.
Step 2️⃣: Add a timer
👀 Our recommendation: After 6–12 months without a purchase, depending on your business.
For example, in the case of fast-moving consumer goods, the timeframe may be shorter, whereas for durable goods like furniture, it can be longer. The key is to adapt the timing to the specific buying behavior of your customers.
Step 3️⃣: Segment your customers
For this flow, the recommended condition is:
Contact Attribute: last_order_date Date is within the last 365 days
(Connect the "Yes" branch to the message following this condition).
To add the Contact Attribute, click on the Conditional Split block.
Step 4️⃣: Re-engage your customers
Send an engaging message like:
"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.
Tips & Advice for the Winback Flow
🔄 Re-engage with impactful messages: Use engaging messages to remind your customers that they’re valued. Encourage them to return with simple actions, such as a discount code or a special offer.