Sending a re-engagement campaign

Summary

A re-engagement campaign sends a “we’ve noticed it’s been a while” message to your lapsed customers in one owner-approved action. You see exactly who will receive it before anything goes, you can untick anyone, and Torqueflow enforces the safety rails for you: only customers who have opted into marketing are included, anyone who has said stop is never contacted, and every message carries its own opt-out.

Prerequisites

• You are signed in as an Owner. Running campaigns is owner-only.
• Some customers have marketing consent. Consent is opt-in and off by default; customers grant it at payment, sign-off, or in their portal. See Collection-time opt-in consent.

Steps

Open the campaign

1. Open the Dashboard and find the Customer retention widget.
2. Start the re-engagement send from the widget. The campaign dialog opens.
3. The dialog shows how many lapsed customers are eligible, a preview of the message, and the full recipient list.

Review who receives it

1. The eligible list contains lapsed customers who have marketing consent, a contactable channel, and no recent campaign message. By default, a customer contacted by a campaign in the last 6 months is excluded.
2. Untick anyone you want to leave out. The count on the confirm button updates as you go.
3. Excluded customers are listed with the reason: no marketing consent, no contactable channel, or recently contacted. Customers who have opted out of all messages are shown only as a count, never by name.
4. If the eligible list is very large, Torqueflow caps a single send and tells you so honestly, for example “62 eligible, sending the first 50”.

Check the message

1. The dialog previews the message that will go out.
2. To change the wording, edit the Lapsed customers template in the reminder message editor (email and SMS are editable).
3. Every message automatically carries an opt-out: “reply STOP” on SMS and an unsubscribe link on email. Do not remove it; it is a legal requirement for marketing messages.

Confirm the send

1. Click the confirm button. It names the exact number, for example Queue 14 reminders.
2. A final confirmation asks you to be sure. Campaigns cannot be recalled once queued.
3. The messages are queued, not sent instantly. They go out shortly afterwards through the normal reminder pipeline, on each customer’s preferred channel.

Expected Outcome

• Each recipient gets one message on their best channel (WhatsApp, SMS, or email, following their preferences).
• Confirming twice, or running the campaign again in the same month, does not double-message anyone.
• The send is recorded in the audit log with the counts of who was included and excluded.
• Delivery shows up in the retention widget’s delivery-rate tile over the following days.

Troubleshooting

Problem: The dialog says “No lapsed customers currently have marketing consent”. Cause: Marketing consent is opt-in and starts empty. Most garages build it gradually as customers accept the prompt at payment, sign-off, or portal login. Fix: Nothing is broken. Keep collecting consent; the cohort fills as it grows.

Problem: A customer you expected to see is not in the list. Cause: They have no marketing consent, no contactable channel, were contacted by a campaign recently, have recent work on the books, or have opted out of all messages. Fix: Check the excluded list for a named reason you can fix, such as adding a mobile number or collecting consent on their next visit.

Problem: You confirmed a send but a customer says they received nothing. Cause: Queued is not the same as delivered. A customer who opted out between queueing and sending is suppressed at the last moment, and a wrong number or full inbox can fail delivery. Fix: Check the delivery-rate tile, and the customer’s contact details on their record.

Notes

1. Contact stopped always wins. A customer who has asked you to stop receives nothing from any campaign, on any channel, with no exceptions. This is checked twice: once when building the list and again at the moment of sending.
2. Queued, never “sent”. Torqueflow deliberately says queued, because delivery happens afterwards and some queued messages are rightly suppressed. The numbers you see are honest.
3. One campaign per month per customer is the built-in dedup; the 6-month exclusion window is the anti-pestering rule on top.

Permissions

Action	Required capability
Run a re-engagement campaign	marketing.campaigns.execute (Owner by default)