Worked example
The customer who went quiet, brought back
Copperline Mechanical — years of past customers who just stopped calling
The cheapest revenue a service business has is the customer it already earned once. Here is the win-back sequence that brings dormant customers back — worded to keep them, sent on the right side of the law, and never fired at your whole book by accident.
This walkthrough follows a sample business. Where the engine is deterministic (statutory checklists, the filing calendar, the report arithmetic), the artifacts below are its actual output for the sample inputs — your dates and dollars come from your own setup.
1 · Dormant customers are identified — not guessed at
A customer counts as lapsed off the business's OWN median time between visits, not a made-up rule. The reactivation sweep lines up customers who have gone quiet well past that window.
2 · The first touch — the exact email the engine sends
Warm, no hard sell, one small ask. This is the verbatim template, with the business name filled in and an opt-out on every send.
We've missed you at Copperline Mechanical
Hey,
It's been a while — we noticed it's been a few months, and we wanted to reach out personally. A lot has changed on our side since you were last around, and a few of the new things were built for exactly the kind of work we did for you.
No agenda here — mostly just wanted to say we'd love to have you back. If you've got 2 minutes, reply and tell us how things are going.
Warmly, The Copperline Mechanical team
— Prefer not to get these? Just reply "stop" and we'll take you off.
3 · The message leads with an UPGRADE, never a discount
The copy names what is BETTER for returning customers — priority scheduling, faster turnaround — instead of cutting the price. This is deliberate: the research shows discount win-backs churn fastest and spend least, while upgrade acceptors stay longest. A second touch follows four days later, then a soft last call. The first text is the verbatim template.
SMS · reactivation, first touch (verbatim)
Hey, it's Copperline Mechanical — been a while. Returning customers now get priority scheduling and faster turnaround. Want your spot back? Reply and we'll set it up. Reply STOP to opt out.
4 · It can't blast your whole book — and it obeys the clock
Reactivation is the one sequence that can enroll an existing customer list, so it ships OFF by default: the owner reviews the book and opts in, so a freshly-imported history never triggers a day-one "we miss you" to everyone. Marketing texts are held to 9am–8pm local, Monday through Saturday, never Sunday (TCPA/FTSA) — a send outside the window is rescheduled, not dropped. And the sequence ends with a soft last call so nobody gets pestered.
The takeaway
Dormant customers get a genuine, well-timed nudge to come back — and the guardrails make sure it never turns into a spam blast or a legal problem.
$1,997/mo + $1,997 one-time setup, first automation included · no long-term contract · All examples →