All use cases

Win back

Non-converting lead re-engagement

They started the demo, asked one pointed question about price, and then went silent — and the next thing they hear from you is a generic drip that never mentions the thing they actually got stuck on.

Get aheadTime-based triggerBehavioral triggerEmailChatSMSE-commerce & RetailSubscriptionFintech

What it does

Plenty of leads engage and then stall just short of converting: they begin a demo, ask a pricing question, compare plans, and go quiet without ever buying. The usual answer is a calendar-based nurture sequence that treats everyone the same and ignores why each lead actually paused. The agent re-engages these non-converting leads at the right interval with the specific reason they stalled — the price objection they raised, the feature they were unsure about, the comparison they were running — and opens a real conversation rather than firing another templated email into the void. Pre-purchase intent that would otherwise decay gets a second, relevant chance to convert.

How it works

  1. 1
    Trigger. a lead-gone-quiet condition fires — engagement with no conversion (demo started, pricing viewed, plan compared) followed by a defined silence window — and the agent picks per-lead timing instead of advancing everyone on the same campaign day.
  2. 2
    Decision. the agent reads what the lead actually did and said — the question they asked, the page they lingered on, the objection on record — against memory and any do-not-contact state, and selects the angle that answers their real blocker. A judge gates the drafted message for relevance, tone, and policy before anything sends.
  3. 3
    Action. a specific message lands on the lead's reachable channel — email, chat, or SMS — that picks up exactly where they paused ("you asked whether the mid plan covers your team size — it does, here's how") and opens a two-way thread the lead can answer in.
  4. 4
    Follow-through. replies are handled through to a conversion, a booked call, or a clear no; the outcome writes back to memory; outreach is cancelled if the lead converts or re-engages on their own first; and re-engaged conversions are measured against a holdout so the program proves its lift.
Example
AgentHi Dana — when you looked at us a couple of weeks ago you asked whether the mid plan handles a team of fifteen. It does, with room to grow, and you don't pay per seat above ten. Did that question stall things, or was it something else?
CustomerHonestly it was the per-seat pricing, that's what put me off.
AgentThat's the part that changed — the mid plan is flat above ten seats, so fifteen costs the same as eleven. Want me to set up a short walkthrough on your actual team size, or send you the side-by-side first?

Configuration

How the agent is wired for this use case.

Triggera lead_stalled condition — a marketing/sales engagement event (demo started, pricing viewed, plan compared) followed by a silence window with no conversion, surfaced from the CRM.
Tools & actions
  • CRM / lead system · read engagement history, lead stage, and stall reason; log the re-engagement and update lead status
  • Customer memory · recall the question asked and the objection raised; write back the outcome; cancel outreach on organic conversion
  • Product / pricing knowledge base · pull the exact answer to the blocker (plan fit, seat pricing, feature coverage)
  • Booking / scheduling system · offer and hold a walkthrough or sales call when the lead wants one
  • Messaging channel · send the re-engagement email, chat, or SMS and run the two-way thread
Autonomylead selection, message drafting, and the re-engagement conversation run unattended under judge gating; a high-value lead or a request to speak to sales is handed to the team. The agent re-engages and qualifies; the client owns the close and the send channels.
Channelsemail · chat · sms
Escalationa complex or high-value deal, a pricing-exception request, or an explicit "put me through to a person" hands off to a sales rep with the full engagement history attached.

What you need

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

Signals

lead-engagement events (demo started, pricing viewed, plan compared), conversion state, and the silence window that defines "stalled".

Data

lead history and stage, the question or objection on record, persistent memory of the interaction, channel consent and do-not-contact state.

Guardrails

judge gating on every unprompted message; suppression of converted, opted-out, and do-not-contact leads; frequency caps; stale-outreach cancellation on organic conversion; per-cohort holdout for honest measurement of re-engaged conversions.

Metrics it moves

  • reactivation-rateup, because stalled leads get the answer to their actual blocker instead of another generic touch
  • conversion-rateup among re-engaged leads, since the message resumes the exact conversation they paused
  • recovered-revenuepre-purchase intent revived into conversions, measured per cohort against a holdout

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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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