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Missed-refill and replenishment outreach
The refill that doesn't happen is revenue you already earned, quietly walking away. The agent restarts it before the supply runs out.
What it does
Repeat purchases are the most profitable revenue a business has: no acquisition cost, full price, a customer who already said yes. They are also the easiest to lose, because nobody owns the moment when a medication, supplement, or consumable runs out and the reorder simply doesn't happen. For medication programs the cost is doubled, since a missed refill is also a break in adherence. The agent watches refill and supply signals and reaches out at the right moment to restart the order, and when the blocker is a prior authorization stuck in pending or denied, it tells the customer what is happening and what comes next instead of leaving them to discover an unfilled prescription at the pharmacy.
How it works
- 1Trigger. a
refill_missedevent, a prescription approaching end of supply, a replenishment-due date on a repeat-purchase product, orrefill_statusflipping topa_pending/denied; the built workflow fires when a refill is due within 7 days. - 2Decision. the agent checks the customer's memory and order state: what they take or use, last order, subscription status, known blockers, and consent. It picks the channel by stakes — push, WhatsApp, email, or SMS for routine replenishment, a voice call when the gap is high-stakes.
- 3Action. it sends a specific, personal nudge tied to the product and the date, with the reorder prepared so the customer only confirms; payment runs through the client's secure payment hand-off. For prior-auth states it explains the status in plain language and what the customer or their clinician needs to do.
- 4Follow-through. confirmed reorders write back to the order system and memory; if the customer reorders on their own first, the queued outreach is cancelled. No response gets one judged follow-up; medication cases that stay unresolved escalate to the care team rather than going quiet.
Configuration
How the agent is wired for this use case.
refill_missed event, a prescription approaching end of supply, a replenishment-due date, or refill_status flipping to pa_pending / denied, sourced from the pharmacy/OMS and billing platform- OMS / pharmacy system · read order and prescription state, prepare the reorder, and write back confirmed reorders
- Messaging channel · send the personal nudge by push, WhatsApp, email, or SMS, or place a voice call when the gap is high-stakes
- Payment provider · run the reorder payment through the client's hosted secure checkout
- Memory store · read what the customer takes or uses, last order, and known blockers
- Care-team escalation path · route unresolved medication gaps to the care team
What you need
The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.
Signals
refill_missed, end-of-supply and replenishment-due dates, refill_status changes (pa_pending, denied), customer-initiated reorders for cancellation
Data
order and prescription history, product supply durations, subscription state, customer memory, channel consent
Guardrails
judge gating on every unprompted message; medication outreach bounded to refill, prior-auth, and coverage topics; frequency caps and one-follow-up rule; stale-outreach cancellation on self-serve reorders; care-team escalation for unresolved medication gaps
Metrics it moves
- adherenceup, by closing the supply gap before the customer goes without
- recovered-revenueup, restarting repeat orders that would otherwise silently lapse
- ltvup, because the replenishment habit, once protected, compounds across every cycle
Related use cases
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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