How to Set Up Inactive User Automation to Re-Engage Dormant Users?

Inactive User Automation helps you automatically re-engage users who haven’t sent any messages (SMS, WhatsApp, or Voice) for a specified period. This is crucial for reducing churn and reminding users about their unused credits.

Step-by-Step Setup Guide:

Step 1: Create New Automation

1. Go to Admin Panel > User > User Automations
2. Click “Create Automation”
3. Select “Inactive User Automation” from the dropdown
4. Click “Continue”

Step 2: Basic Configuration

• Automation Name: Enter a descriptive name (e.g., “Re-engage 30-Day Inactive Users”)
• Description: Add details about the automation’s purpose (optional)
• Status: Set to “Enabled” to activate immediately, or “Disabled” to save as draft

Step 3: Configure Execution Rules

Check which messaging products to monitor for activity:

• ☑️ Check SMS Activity: Monitor SMS message history
• ☑️ Check WhatsApp Activity: Monitor WhatsApp message history
• ☑️ Check Voice Activity: Monitor voice call history

Minimum Balance Required (Optional):

• Set a minimum balance threshold (e.g., 100 credits)
• Users with balance below this amount will be skipped
• Leave as 0 to include all users

Step 4: Create Email Steps

For each inactivity period, configure:

Inactivity Period:

• Select from dropdown: 1 month, 2 months, 3 months, 6 months, or 1 year
• Already configured periods won’t appear in the dropdown

Select Email Template:

• Choose from pre-built templates or create custom
• Templates include appropriate messaging for each time period

Email Subject:

• Use dynamic placeholders for personalization
• Example: "We Miss You, {{FIRSTNAME}}! 👋"

Email Content:

• Rich text editor for formatted emails
• Available placeholders:
• {{USERNAME}} – User’s username
• {{FIRSTNAME}} – User’s first name
• {{LASTNAME}} – User’s last name
• {{EMAIL}} – User’s email address
• {{BALANCE}} – User’s current balance (auto-detects SMS or Wallet)
• {{LASTMESSAGEDATE}} – Date of last message sent
• {{INACTIVEDAYS}} – Number of days since last activity

Add Multiple Steps:

• Click “+ Add Email Step” to add more periods
• Example progression: 30 days → 60 days → 90 days
• Each step sends only if previous steps were already sent

Step 5: Save and Activate

1. Review all settings carefully
2. Click “Save Changes”
3. Automation will execute according to the configured schedule

How Emails Are Sent:

• Progressive Delivery: Users receive only ONE email per cron run
• Next Eligible Email: System sends the next email they qualify for
• No Duplicates: Each email is sent only once per user
• Smart Timing: Cron checks daily and sends appropriate emails

Example Configuration:

Email Step 1 (30 Days Inactive):

• Subject: “We Miss You! Your Account Has {{BALANCE}} Credits”
• Content: Friendly reminder about unused credits and available features

Email Step 2 (60 Days Inactive):

• Subject: “⚠️ Don’t Lose Your {{BALANCE}} Credits!”
• Content: More urgent tone emphasizing credit value and expiry concerns

Email Step 3 (90 Days Inactive):

• Subject: “Final Reminder: Use Your Credits Before They Expire”
• Content: Last chance message with strong call-to-action