How do you reactivate customers from one to three years ago without bothering them?
With a relevant message, not a mass campaign. The agent writes to customers who bought one to three years ago, handles the reply with the same three qualifying questions, and, when the conversation matters, hands it to a person with a written summary. The first deployment, for a sign and graphics company in Houston, is built and in pre-launch.
The customer who bought once and nobody followed up
Old customers who would buy again never hear back. In a business where messages arrive across three channels, at night and on weekends, nobody has time to reread purchases from two years ago to see who is due a follow-up.
That is why reactivation is part of the scope of the project in flight in Houston, alongside qualification of inbound messages, automatic follow-up, and the appointment link.
What counts as relevant
We do not publish the templates, but we do publish the criterion: the message starts from what that customer already did with the company and opens a concrete question. It is not an ad or a promotion sent to everyone alike.
Sensitive replies go through a person before they go out. If the customer answers something the agent should not resolve, the conversation is handed off instead of improvised.
What happens when they reply
A customer who replies enters the same flow as a new lead, with its 4 stages: lead, agent, follow-up, and human. The agent asks a short sequence of 3 qualifying questions, places them in a funnel stage, and sends the appointment link or schedules the follow-up.
WhatsApp, Messenger, and Instagram all reach the same agent, so the criterion is the same no matter which channel they wrote on.
- Customer from 1 to 3 years agoBought once and nobody followed up
- The systemRelevant messageStarts from what they already did with the company
- Replies3 qualifying questions and a funnel stage
- Link or follow-upAppointment link or scheduled follow-up
- A person approvesHumanWith a written summary
When it stops writing
Follow-up is scheduled, not improvised. Every agent action is logged, and rules limit what it may do. How many messages are sent and how far apart is a decision made with the client team before launch, not a value the technology imposes.
Decided with the client team
- How many messages are sent
- How far apart
- What counts as bothering
- Which replies go through a person
Kept in the system
- Every agent action logged
- Rules that limit what it may do
- Scheduled follow-up, not improvised
When a person steps in
When the conversation needs a person, the agent hands it off with a written summary: what the customer needs, when, and the suggested next step. Whoever takes it does not have to reread the chat or ask again what the customer already answered.
Where it stands
The capability is verified end to end. The Houston project is building: the agent is built and in pre-launch. We do not publish reactivation or conversion figures because there is no live operation yet to back them; the case demo uses illustrative data.