The 14-Day Win-Back Trigger

Win-back is an automatic trigger that reaches out to a customer once they've gone 14 days without any activity.

How it works

• A daily scan checks every customer's last activity date.
• A customer crossing the 14-day inactivity mark fires the win-back message.
• A 30-day de-duplication rule means the same customer won't be win-back messaged again for 30 days.
• Each win-back send counts against your monthly message balance, like any other trigger.

Turning it on

1. Open the Instant card

   In the Notifications tab, open the Instant card.

2. Toggle win-back on

   This is the 14-day inactivity trigger.

3. Write and save your message

   For example: "We miss you! Come back this week for a stamp on us."

Why the 30-day dedupe matters

Without a dedupe window, a customer who stays inactive would get win-back messaged again and again every day after the 14-day mark. The 30-day rule means a lapsed customer gets one nudge, then a break before the next one — so your win-back sends stay a welcome reminder instead of noise a customer mutes.

Next steps

• Review all four automatic triggers
• Set up your welcome message
• Check your message balance