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This workflow proactively reaches users who show disengagement signals, helping protect retention before churn happens. MailerPath handles trigger logic, queueing, and safety controls. You can adjust supported customization fields and template copy.

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Definition and business outcome

Use this workflow to reduce churn risk and retain valuable users. Primary outcomes:
  • More at-risk users re-engage.
  • Renewal intent improves.
  • Fewer preventable cancellations.

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Entry criteria

Trigger signals may include:
  • Inactivity over threshold.
  • Declining feature usage.
  • Negative support/feedback signals.
  • Renewal approaching without action.
Required conditions:
  • Valid email and subscribed state.
  • Contact qualifies for churn-risk segment.

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Exit criteria

Complete when:
  • Re-engagement message is delivered.
  • User returns and completes key action.
Cancel/expire when:
  • User unsubscribes.
  • User exits risk segment.

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Suppression and conflict rules

  • Suppress duplicate churn messaging in short windows.
  • Respect account frequency caps.
  • MailerPath conflict and priority rules determine final send order.

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Required configuration fields

Client-configurable fields:
  • delay_minutes
  • send_time_mode
  • preferred_send_hour / preferred_send_minute
  • priority_score
  • Churn-prevention email template and offer copy

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Message blueprint

  1. Empathetic outreach.
  2. Reminder of value/features.
  3. Optional incentive or support offer.
  4. One clear re-engagement CTA.
CTA examples:
  • Return to your workspace
  • Talk to support

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Launch checklist

  1. Confirm churn-risk segmentation rules.
  2. Validate suppression and dedup windows.
  3. Verify tracking for reactivation and renewal actions.

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Metrics and thresholds

  • Open rate target: 28% to 45%
  • Re-engagement CTR target: 6% to 14%
  • At-risk reactivation target: 10%+

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Failure scenarios and fixes

  • High sends with low impact: tighten risk scoring and targeting.
  • Low reactivation: test stronger support/incentive framing.

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Workflow group and source

Workflow group:
  • Retention and churn reduction
Source reference:
  • docs/workflow/MailerPath Workflow Details.md