Primary signal
Reactivated
More dormant users return
More inactive users come back and act once the win-back sequence runs, compared with letting them drift.
Re-engagement With Inactive Users
Ship this workflow
Pick how you want to build it.
Try it in the dashboard Fastest
Go to Workflows → New Workflow → Use sample workflow in your workspace, and select this workflow.
Try it
Build with the SuprSend Agent
Build with SuprSend MCP
When to use this workflow
Users go quiet and never come back. Without a nudge, a dormant user drifts away for good.
A single win-back rarely brings a dormant user back. One message is easy to miss; it takes a few tries to land.
Dormant users have stopped opening email. A win-back sent on email alone reaches the one place they no longer check.
Generic "we miss you" messages get ignored. The user needs something worth coming back for, not guilt.
How it works
1
A user goes dormant
When a user goes inactive (USER_DORMANT), a first win-back email goes out.
TriggerMulti-Channel
2
Waits, then checks before the next touch
After a week, it fetches the user's latest activity before reaching out again.
Wait UntilFetch
3
A second touch across channels
A re-engagement message goes out on email and push together.
Multi-Channel
4
A final touch two weeks later
If the user is still inactive, a last touch follows around three weeks in.
Wait UntilFetchMulti-Channel
5
Returning ends it
Completing a core action (CORE_ACTION_COMPLETED) stops the sequence.
Wait UntilExit
Best practices
Give the user a concrete reason to come back
"Here is what you missed" or a new feature beats "we miss you". The Fetch can pull what changed since they left, so the message points to something real.
Reach dormant users on more than email
A dormant user has often stopped opening email, so the later touches add mobile push alongside it. That puts the win-back on a channel they are more likely to still check.
Cap the win-back, then leave them alone
After three touches over three weeks, a user who has not returned is better left alone than chased into an unsubscribe. Stopping protects both your sender reputation and the goodwill of users who may come back on their own.
Common mistakes to avoid
Calling a user dormant too soon
Firing USER_DORMANT after a few quiet days treats a normal pause as churn. Set the dormancy window to real inactivity for your product.
Sending the same message at every touch
The later touches reuse one template, so all three win-backs read alike unless you change them. Give each a different angle: what they missed, then a reason to return, then a last call.
Stopping on a shallow action instead of a real return
The sequence ends on CORE_ACTION_COMPLETED, so what you count as that action matters. Tie it to a genuine sign of return, like using a core feature, not just opening the app, or the win-back stops on a user who never really came back.
What users receive
The actual notifications this workflow sends, on each channel.
First Push for Re-engagement
Email
Re-engagement First Reminder
Android push
Re-engagement Reminder
Email
Android push
iOS push
What good looks like
Fatigue signal
Unsubscribes
Win-backs drive unsubscribes
When dormant users unsubscribe instead of returning, the sequence is too long or firing on users who already chose to leave.
Support
Frequently Asked Questions
Quick answers about setting up and running this workflow.
Yes. Win-backs are promotional, so a user who turns them off in their preferences is skipped automatically. Keep the category one users can opt out of, rather than a mandatory one.
Three over about three weeks: a first email when the user goes dormant, a second after a week, and a last around three weeks in.
Email for the first touch, then email and mobile push together for the later two, so the win-back reaches a user who has stopped checking mail.
A Fetch pulls the user's latest activity before each later touch, so the message can point to what changed since they left.
Fire USER_DORMANT for a test user, then CORE_ACTION_COMPLETED to confirm the sequence stops. Shorten the Wait Until delays to see all three touches quickly, and trigger from the Test button, the SuprSend Agent, or the API, CLI, or MCP.
Ship Re-engagement With Inactive Users in under 5 minutes.
Try directly in SuprSend
FastestSign up and test the workflow directly in the dashboard.
Build with the SuprSend Agent
Copy the prompt, paste it into the Agent in your SuprSend dashboard, and the workflow gets built for you.
Build it with SuprSend MCP
Set up SuprSend MCP in Claude Code, Cursor or Windsurf, copy the prompt, and the workflow builds itself in your workspace.