All use cases

Win back

Lapsed-subscriber reactivation

They cancelled two months ago, and the win-back email they keep getting offers a discount for a feature they never even used.

Get aheadTime-based triggerBehavioral triggerRisk triggerEmailPushWhatsAppIn-appSubscription

What it does

A subscriber who churned weeks or months ago is not a cold lead — their account remembers exactly which features they leaned on, when their usage tailed off, and often why they left. Most reactivation programs ignore all of it and send one discounted re-subscribe offer on a fixed schedule, which is why so little of it converts. The agent rebuilds each win-back from the former subscriber's own history — what they actually used, the likely reason they cancelled, and what has shipped since — and reaches out at a judgment-timed moment with the offer that fits: come back to what you used, pause instead of leaving for good, or step down to a tier that matches how you really used it.

How it works

  1. 1
    Trigger. a reactivation window opens for a churned subscriber once a cool-off period has passed since cancellation; the agent picks per-subscriber timing inside that window instead of mailing the whole lapsed list on one day.
  2. 2
    Decision. the agent reads the subscriber's history — features used, the usage curve before they left, the cancel reason if it was captured, and what has changed in the product since — and selects the angle: re-subscribe to what they valued, a pause-and-resume, or a lower tier for a light user. A judge gates the drafted message for relevance, tone, and offer policy before anything sends.
  3. 3
    Action. a personal message lands on the subscriber's preferred channel — email, push, WhatsApp, or an in-app message if they reopen the app — referencing how they actually used the product and opening a two-way conversation, so they can ask, object, or re-subscribe in the same thread rather than bouncing to a pricing page.
  4. 4
    Follow-through. replies are handled through to a re-subscribe, a pause, a downgrade, or a clear no, always via a secure checkout hand-off rather than taking payment in the thread; the outcome writes back to memory; if the subscriber returns on their own first, pending outreach is cancelled; and reactivation and recovered revenue are measured per cohort against a holdout.
Example
AgentHi Daniel — you cancelled in March after mostly using the offline-download feature on your commute. We've just made downloads available across devices and doubled the limit. Your old library and playlists are still saved on your account. Want me to reactivate so you pick up exactly where you left off?
SubscriberI liked it but it was more than I used. Is there a cheaper option?
AgentThere is — a lighter tier that keeps offline downloads and your saved library, just without the family seats you weren't using. I'll send a secure link to switch you onto it, and your saved content comes straight back.

Configuration

How the agent is wired for this use case.

Triggera subscription_cancelled event from the subscription/billing platform, plus an elapsed cool-off timer that opens the reactivation window per subscriber.
Tools & actions
  • Subscription / billing platform · read cancellation date, prior plan and tenure, and the offers (pause, lower tier, re-subscribe) the subscriber is eligible for.
  • Product usage / analytics layer · read which features were used and the usage curve before churn, to choose the angle.
  • Customer memory store · read the captured cancel reason and saved content or settings the subscriber would return to.
  • Messaging channel · run the conversation and send the offer on the subscriber's preferred channel, ending in a secure checkout hand-off.
  • Holdout ledger · assign the subscriber to test or control and record reactivation and recovered revenue per cohort.
Autonomyoutreach and the in-dialog conversation run unattended under judge review; pause, downgrade, and re-subscribe offers are bounded by the client's pricing and retention policy, and the agent hands the actual payment to the client's secure checkout step rather than processing it in the thread.
Channelsemail · push · whatsapp · in-app
Escalationa billing complaint, a data-deletion or do-not-contact request, or an offer ask outside policy hands off to a human with the account context attached.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

subscription lifecycle events (subscription_cancelled, reactivation eligibility), product-usage events and the pre-churn usage curve, organic re-subscribe events for stale-send cancellation.

Data

persistent subscriber memory (features used, captured cancel reason, saved content/settings), plan and tenure history, channel consent and preference.

Guardrails

judge gating on every unprompted message; suppression of recently contacted, opted-out, or already-returned subscribers; frequency caps; pause/downgrade/re-subscribe offers bounded by client policy; payment only via secure hand-off; per-cohort holdout for honest measurement.

Metrics it moves

  • reactivation-rateup: an offer built from how each subscriber actually used the product converts better than a single blanket discount.
  • recovered-revenueup and provable: re-subscribe and downgrade revenue is measured per cohort against a holdout, separating real lift from organic returns.
  • ltvup: a pause or a right-sized tier keeps a relationship that a churned subscriber would otherwise have ended for good.

Related use cases

Win back

Memory-personalized win-back

the all-industry version of this one-to-one motion

Retain / Save

Cancel-flow save conversation

the same pause-or-downgrade remedy, offered before the subscriber leaves

Retain / Save

Renewal-window save

catches the at-risk subscriber at renewal rather than after churn

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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