How to Win Back Lapsed Customers on WhatsApp

Your quietest past customers are often your cheapest sales to win — they already know you. This playbook automatically finds people who haven't ordered in a while and lets you send them a win-back offer. It's fully no-code, and once set up it keeps working.

How it works

You store the date of each customer's last order in a field, then build a segment that filters on that date — "last order is more than 60 days ago". Because segments refresh on every send, the audience is always today's lapsed customers.

Step 1 — Create a date field

Go to Settings → Contact Attributes, add a field named "Last order date" with key last_order_date, choose type Date, and click Add Field.

Step 2 — Fill it automatically on every order

In the automation builder, open (or create) your order placed rule and add an Update Customer Attribute step. Set the field to last_order_date and the value to {{date.today}}. From now on, every order stamps that customer's last-order date for you — no coding.

Existing customers: the stamp starts from their next order. To include people who bought before you set this up, import their last-order dates or push them in via your account's API (a one-time job for whoever manages your store data).

Step 3 — Build the win-back campaign

1. Create a broadcast with a warm "we miss you" template — ideally a small incentive (a code, free shipping).
2. Under Audience → By segment, add the condition last_order_date · is more than … days ago · 60 (use 90 for a softer cut-off).
3. Test-send, then send — or set it to repeat weekly so newly-lapsed customers get the nudge automatically.

Make it land

• Give a real reason to return — an offer, a new arrival, or simply "here's what you missed".
• Don't hit the same person every week; a weekly recurring send naturally spaces it because they drop out once they buy.
• Keep it opt-in and relevant to protect your quality rating.