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How to Set Up a Win-Back Automation

Re-engage customers who haven't attended or purchased in a while with an automated email or SMS offer.

Steps

  1. Navigate to: Marketing > Automations.
  2. Click: New Workflow. Pick a ready-made re-engagement template, or Start from Scratch.

The Choose a Template gallery with engagement and re-engagement automation templates 3. Set the trigger:

  • Choose a time-based trigger like Monthly Anniversary or Events Attended Milestone
  • Or: use a condition-based trigger that fires when a customer reaches N days of inactivity
  1. Add a delay (optional): wait until they’ve been inactive for your threshold (e.g., 30 or 60 days)
  2. Add a Send Email action:
    • Write a re-engagement message: “We miss you! Come back and save 20%”
    • Include a clear call to action: book a class, use a discount code
  3. Optionally add Send SMS for a text follow-up
  4. Publish the automation

Win-Back Email Template Ideas

  • “It’s been a while — here’s 15% off your next session”
  • “We saved your spot. Come back this week.”
  • “Your membership credits are expiring soon — don’t let them go to waste”

Tips

  • Offer an incentive: Win-back emails with a discount or free trial session perform significantly better than generic “we miss you” messages.
  • Limit frequency: Set the automation to run once per customer maximum so lapsed members don’t get repeated win-back messages.
  • Follow up SMS: Add a 3-day delay after the email, then send a short SMS reminder.

Troubleshooting

The automation isn’t finding lapsed customers. Verify the trigger is correctly configured with the right inactivity period. Test with a known lapsed customer account to confirm it fires.

Need a hand?

Email our team at support@joinzipper.com and we'll usually reply within a few hours.

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