01 / FIND
Notice a change
Use segments and recent events to identify customers whose engagement has slowed.
Use case / Retention
Be there when it matters again.
Relationships don't end after the first success. Use engagement signals to keep messages useful and make it easier for customers to return.
Example journey · Reconnect
1
Activity slows downIdentify an audience from recent behavior.
2
Check the contextUse profile and event data to choose a path.
3
Reach out thoughtfullyShare something useful through the right channel.
4
Respond to their returnContinue when engagement picks up again.
Build the flow
Keep your messages worth opening.
Reach out because something changed, not because a calendar says to send another blast.
02 / CHOOSE
Pick a useful reason
Build a path around a relevant update, reminder, or unfinished task.
03 / RESPOND
Follow their lead
Branch when customers return so the next message fits their current behavior.
An example
A return path that feels personal.
Choose what “inactive” and “back” mean for your product.
- Build a segment of people who have not completed a meaningful action recently.
- Send an email with one useful reason to come back.
- Wait for a return event before considering another channel.
- Branch returning customers into a relevant next step.