Reach the customers who quietly stopped buying.
Lapsed customers already trust you — they're cheaper to bring back than a stranger is to acquire. Hamla builds the segment from purchase history and runs the sequence that reopens the relationship.
Trigger: Segment: inactive since
What a win-back campaign looks like.
Define lapsed for your business
01Ninety days is lapsed for a coffee shop and normal for furniture. Set the window against your real repeat cycle, not a default.
Open with the relationship
02Reference what they actually bought and ask whether it's still working. A "we miss you" with no memory of them reads like a bulk send.
WhatsAppShow what changed
03New arrivals, a restocked favourite, a fixed complaint. Give them a reason to look that isn't a discount.
💬Then make the offer worth it
04The final step is your strongest offer, because this contact is otherwise gone. Hamla stops the sequence for anyone who bought in the meantime.
WhatsAppSMSLet go cleanly
05No response after the full sequence means stop sending and move them out of your active list. A clean list protects deliverability for everyone else.
Win-back, across every business.
E-commerce
No order in 120 days → "still using it?" → new arrivals → best offer → suppress.
Salons
No visit in 10 weeks → stylist check-in → new services → returning-client rate.
Restaurants
No order in 6 weeks → "we changed the menu" → a dish they used to order.
Clinics
Check-up overdue → health reminder → open slots → priority booking.
Win-back questions.
When does a customer count as lapsed?
Roughly two to three times your normal gap between orders. Hamla can read that gap from purchase history per contact, so a monthly buyer and an annual buyer aren't judged by the same window.
Should the win-back lead with a discount?
Lead with the reason to come back and hold the discount for the last step. Opening with your best offer means the customers who would have returned anyway cost you margin.
Why suppress contacts who never respond?
Because mailbox providers read sustained non-engagement as a spam signal and start filtering your whole domain. Dropping unresponsive contacts protects delivery to the customers still buying.
Integrations that power this campaign
Channels it sends on
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Use case · Acquisition
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Use case · Recovery
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Most shoppers who add to cart never check out. Hamla watches for the abandoned-cart event and reaches out while the intent is still warm — on the channel that customer actually reads.
Use case · Retention
Keep customers coming back.
The sale is the start, not the finish. Build a post-purchase sequence that delights, earns reviews, and brings customers back for more.
Use case · Recovery
Follow up on the product they looked at but didn't add.
Browsing is intent too. Hamla tracks viewed products and repeat visits, then follows up on the item someone kept coming back to — long before a cart ever exists.
All use cases →Ready to build your campaign?
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