The Customer Win-back Automation helps stores reconnect with customers who haven't made a purchase recently through personalized messages designed to encourage them to return and buy. These messages often include special offers or discounts.
By identifying inactive customers and sending them personalized messages, you can re-engage their interest, remind them of their positive experiences, and motivate them to make a new purchase.
Requirements to Activate Customer Win-back Automation
Before running the Customer Win-back automation, you must:
Install the E-commerce Application: If the e-commerce application is disconnected, the system will not be able to read customer data. Consequently, it will not identify the "last order dates," causing the Win-back automation to fail.
Set up a WhatsApp Template: Create a template with the usage type set to Customer Win-back (or Customer Recovery).
How to Activate Customer Win-back Automation
To activate the Customer Win-back automation, follow these steps:
Click on the Automated Campaigns icon from the BusinessChat homepage and select Customer Win-back Automation.
Set Up Discount Coupon: Select one of the suggested coupons or design your own, then click Save and Continue. You can use a fixed discount code or skip this stage if you do not wish to offer any deals.
Define Inactivity Period: Specify the number of days since the last order. The message will be sent after this duration has passed.
Set Trigger Filters: You can define the specific time period since the customer's last order, as well as the value of the customer's last order, to target the right people. Click Save.
Note: This allows you to create multiple automations using different coupons and filters, enabling you to send personalized content to different customer segments.
Note: You can specify the time period only without defining the order value; in this case, the message will be sent to all customers based solely on the time elapsed since their last order, regardless of their spending history.
Send Template Message: The campaign path can consist of multiple stages, each containing a delay duration and a template message. Click the plus (+) sign, choose the sending timing (delay), and select the message template you created previously.
Click Turn On Automation.
💡 Tip
Automation with pending templates will be set to pending status. Once all templates are approved, we will set the automation to live, and you will receive an email.
How to Edit Customer Win-back Automation
You can edit the Customer Win-back Automation after creating it. The following information can be changed:
Message Template: Whether changing the message text or the fixed discount code. You must create a new message template before you start editing the automation if you wish to change the content.
Custom Discount Code Value: Simply click on the custom discount code button inside the automation, edit the value, and then save the changes.
Active Filters: Such as the time elapsed since the last order or the customer's last order value.
To make any changes to the Customer Win-back Automation, follow these steps:
Click on the Automations icon from the homepage of your BusinessChat account.
Click on the Customer Win-back Automation you want to edit.
From the page that opens, click "Edit".
To change filters: Click "Edit" to modify the targeting conditions (such as the number of days since the last order or the order value) and click "Save".
To change the message template: Click "Edit" in the message section (you can also change the message sending time). Select the new message template and click "Save".
After completing the changes, click "Publish Changes".
Important Note: Customers who already entered the automation path before the changes will continue according to the old settings and messages.
Customer Win-back Automation Statistics
Once the automation is active, you can track its statistics from the same page:
Started: The customer exceeded the specified number of days since their last order without making a new purchase, AND the customer is not currently active in an Abandoned Cart automation, AND the customer has not unsubscribed from your business messages.
Exited: The customer unsubscribed from your business messages during the automation, OR the customer started a new Abandoned Cart automation (which takes priority), OR the customer made a new purchase during the automation that was not attributed to this automation.
Purchased: The customer made a new purchase during the automation run, and the purchase was attributed to this automation.
Completed: The customer completed the automation up to the last message, OR the customer made a purchase that was attributed to this automation.
Revenue: The total earnings generated on the e-commerce platform through this campaign. Profit Attribution = Purchase made within five days of receiving this campaign.
Note: You can Export the Report to identify customers who completed an order from this campaign, customers who did not receive the campaign message for various reasons, etc. You will receive an email containing the automation report.
How to Export the Win-back Automation Revenue Report
Go to the Automations page and click the win-back automation.
Find the revenue report section at the top of the page.
Click Export to download the detailed report. Choose the time period and click "Export report" again.
Report Contents
The exported report includes:
Contact numbers associated with the automation.
Order dates.
Order amounts in USD.
Troubleshooting Orders and Revenue Attribution
Compare the contact numbers in the report with your e-commerce store orders.
Identify which orders resulted from your BusinessChat campaigns.
Use this information to verify revenue attribution and optimize your automations.
Troubleshooting Win-back Automation failures
If you suspect the automation is failing, follow this diagnostic guide based on its current status.
Scenario 1: The Automation is Paused
If you navigate to the automation and see it is currently Stopped or Paused, the issue is usually system-wide:
Ecommerce Connection: Check if your store integration has been disconnected or if the token has expired.
Payment Issues: Look for a red banner at the top of your dashboard indicating a "Payment problem" with Meta. If your payment method fails, Meta pauses all automations immediately.
Scenario 2: The Automation is Active (Messages Not Sending)
If the automation status is Active but customers are not receiving messages, follow these steps to diagnose the specific cause:
1. Check the Template Status
Inspect the specific WhatsApp template used in this automation. Even if the automation is active, the template itself might have been Paused or Disabled by Meta due to quality issues. If there is an alert on the template, you must replace it.
2. Investigate Specific Examples
If the template is healthy, gather 3 examples of customers who did not receive the message and perform the following checks:
Search the Conversation:
Locate the customer's chat in your inbox.
If the message exists but has a Red Exclamation Mark (!): The system attempted to send it, but Meta rejected it. Hover over the red icon to see the specific error code (e.g., invalid number, spam limit).
If the message is missing entirely: Proceed to the next step.
Search Automation Logs:
If there is no trace of the message in the conversation, verify if the customer entered the automation flow at all:
Go to the Automations page.
Click the More button.
Select Search for a customer.
Paste the customer's phone number, then press Enter.
Locate the win-back automation in the list.
Check the status: You will likely see an Exit Reason explaining why the flow stopped (e.g., they didn't meet a specific condition).
NOTE: Exit reasons from win-back automation are usually is the customer has entered a different automation with a higher priority. It could also be that Smart sending is turned on on the win-back automation, which will exclude any customer who has received a marketing message from your store within the last 5 days.
3. Contact Support
If you cannot find any record of the customer in the automation logs (no entry and no exit reason), please contact the BusinessChat Technical Support team for advanced investigation.