A Customer Winback Flow is an easy way to automate your retention strategy by automatically engaging with customers who haven’t bought from you in a while. Repeat customers are 9x more likely to convert, spend 3x your average order value, and are 20% more profitable for your business, therefore reaching out to them is more than worth your while! Follow this step-by-step guide to get your Customer Winback Flow up and running.
To send Customer Winback Emails, you need to be integrated with BigCommerce, Shopify, Shopify Plus, or Wix so that your customers’ order history is available to Privy. 

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Create a new Customer Winback Flow

To get started:
  • Navigate to Flows and click New Flow in the upper right corner.
  • Select Customer Winback from the menu.

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Name your Flow

To name your new Flow:
  • Click on the title in the upper left corner.
  • Select “Edit Name” from the dropdown menu.
  • Update the name and Save.

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Build your Flow

Our Flow builder allows you to fully customize the recipients’ journey. You can add and remove emails, customize the timing of each message, and even apply audience filters to target a specific group of contacts. To add a new emails, time delays, or audience filters to your Flow:
  • Hover between the blocks in your Flow until you see a blue plus sign appear.
  • Click the blue plus sign.
  • Select the desired action from the following menu.
Once your new block is added, you can edit its settings on the right side of the builder.
Need more guidance on using our Flow builder? Check out this step-by-step guide!

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Customize your Settings

To customize who enters and exits your flows, select the Trigger block at the top of your Flow. Your Flows’ settings will appear on the right side of the builder:

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1. Trigger Filters

For Purchase Follow Ups, you have the option to add the following filters to customize which contacts are allowed to enter this Flow:
  • Purchased Product: Target contacts based on whether or not their order contained certain products.
  • Purchased from Collection: Target contacts based on whether or not their order contained products from a certain Collection.
  • Order Value: Target contacts based on the dollar amount of their order.
  • Order Count: Target contacts based on how many times they’ve ordered.

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2. Retroactively Add Contacts

When building your Customer Winback, you have the option to retroactively queue up customers that meet your Flow’s criteria.

How does this work?

If you have this setting enabled, Privy will search through your contacts using the lookback window as soon as you activate your flow. If there’s any mailable contacts who meet your Flow’s criteria, they will be queued up to enter the flow.For example: let’s say your first email is set to trigger 60 days after someone’s last order, and your lookback window is also set for 60 days. Once you activate your Flow, Privy will identify all mailable contacts whose last order was 0-60 days prior, and queue them up to enter the flow. What happens if someone ordered 45 days ago, but my first email isn’t set to trigger until 60 days after their last order? That contact would enter your Flow as soon as they hit 60 days since their last order. In this case, if they only ordered 45 days ago, then they’d receive the flow in 15 days.
By default, this feature is enabled and set to a lookback window of 60 days. You can customize this time frame.
Disabling this setting means that no past customers will be queued up when you publish your Flow — the only contacts who will enter are customers that place their order after the date that you publish this Flow.

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3. Exit Criteria

Enabling this feature allows you to automatically remove any contacts who place an order while in the Flow.

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4. Entry Frequency

Control how often contacts are allowed to re-enter this flow after they’ve already received it:
  • Immediate re-entry: Contacts can re-enter this Flow without a delay.
  • Delayed re-entry: Contacts can re-enter this Flow as long as a certain period of time has passed since they last received it.
  • No re-entry: Contacts will only be allowed to enter this specific Flow once.

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Publish your Flow

Once you’re happy with your new Customer Winback Flow, press the Publish button in the upper right corner, and your flow will start to trigger for customers. You can review your Flow’s performance at any time.