> ## Documentation Index
> Fetch the complete documentation index at: https://docs.digifist.com/llms.txt
> Use this file to discover all available pages before exploring further.

# VIP Win-Back

> Re-engage high-value lapsed customers the moment they enter a defined lapsed-buyer segment.

Win-back flows target customers who have a strong purchase history but have stopped buying. The VIP win-back recipe is specifically aimed at high-lifetime-value customers — the segment of buyers most worth the effort of a direct, personalized re-engagement message with an exclusive offer.

The power of this recipe lies in the trigger: instead of running on a scheduled basis, it fires automatically the moment a customer's data causes them to enter the lapsed segment. There is no manual list building or campaign scheduling required.

## Flow structure

```
Trigger: User Added to Segment ("High LTV - Lapsed")
→ Delay: 1 hour
→ Action: Send exclusive win-back offer template
```

## Node-by-node breakdown

### Trigger — User Added to Segment

**Trigger:** `USER_ADDED_TO_SEGMENT`
**Segment:** "High LTV - Lapsed"

Fires when a customer newly matches the rules of the defined segment and is added to its membership. The trigger fires only on the transition into membership — customers who were already in the segment when the automation was activated are not enrolled unless `include_existing_users` is enabled.

**Defining the segment**
The "High LTV - Lapsed" segment is a dynamic, rule-based segment you build in **Audience → Segments**. A typical rule structure:

```
Total spent > [your high LTV threshold]
AND Days since last order > [your lapse threshold, e.g., 60]
```

Adjust the thresholds to match your store's data. A fashion brand with frequent repeat purchases might define lapse as 30 days; a furniture brand with longer purchase cycles might set it at 180 days.

**Recommended frequency cap:** `30 days` — a customer who lapsed, was messaged, purchased, and then lapsed again after another period deserves re-enrollment after a meaningful gap. `30 days` prevents the same customer from receiving the win-back multiple times within a single month if their data fluctuates around the lapse threshold.

***

### Delay — 1 hour

A 1-hour delay between segment entry and message send is a short buffer that prevents the message from arriving in the same moment the segment evaluation runs. It also avoids the awkwardness of a customer receiving a lapse message immediately after an event that pushed them into the lapsed state (such as a price change affecting their total spend calculation).

This delay can be extended if preferred — 6 or 12 hours is also reasonable. The goal is to avoid a message that feels instantaneous in response to a data change the customer is unaware of.

***

### Action — Exclusive win-back offer template

The win-back template for high-LTV customers should reflect their value to your store. This is not the moment for a generic promotional message — customers who spent significantly with your brand respond better to personalized acknowledgment and an offer that feels exclusive.

Effective elements for a VIP win-back template:

* Address the customer by name
* Acknowledge the relationship without being heavy-handed ("We've missed you" is sufficient; detailed purchase history recaps feel surveillance-like)
* A genuinely exclusive offer — a discount not available in standard campaigns, early access to a new collection, or free shipping that is not broadly advertised

**Suggested variable mapping:**

* `{{1}}` → `customer.first_name`

## Building the segment

The "High LTV - Lapsed" segment drives this entire flow. Before activating the automation, build and verify the segment in **Audience → Segments**:

1. Set a `Total spent` threshold that reflects your definition of high LTV
2. Set a `Days since last order` threshold that reflects your definition of lapsed
3. Add `Consent status = SUBSCRIBED` as a rule to exclude non-opted-in customers from the segment entirely — this prevents the trigger from firing for customers who cannot be messaged
4. Review the initial membership count — if the segment is very large, consider increasing the LTV threshold to focus on your top tier before activating with `include_existing_users`

<Warning>
  If you activate this automation with `include_existing_users` enabled and the segment already has thousands of members, a large batch of win-back messages will be sent within a short period. Review your credit balance and consider activating without `include_existing_users` first to let the flow run on new entrants only.
</Warning>

## Templates required

| Template           | Purpose                                             |
| ------------------ | --------------------------------------------------- |
| VIP win-back offer | Re-engagement message for high-LTV lapsed customers |

## Related recipes

* [Abandoned Checkout Recovery](./abandoned-checkout) — For customers who showed intent but did not purchase
* [New Customer Welcome](./new-customer-welcome) — For customers at the beginning of their lifecycle

## Related guides

* [Triggers](../triggers) — USER\_ADDED\_TO\_SEGMENT trigger and include\_existing\_users behavior
* [Audience — Segments](/whatsapp/audience/segments) — Building the lapsed buyer segment
* [Frequency Caps](../frequency-caps) — Recommended 30-day cap for segment-triggered flows