Win-back cancelled users
Trigger User cancelled their subscription in the past 7β30 days. Segment: "Recently Cancelled"
Action Flow Options Co-Pilot randomly selects and tracks the effectiveness of different actions:
Email with a win-back offer (e.g. 20% off or βwe miss youβ message)
WhatsApp message asking for quick feedback or offering help
No-action control group (to track natural reactivations)
Follow-up push (if app is installed) with a time-limited incentive
Co-Pilot Exploration Initially rotates actions randomly β learns which actions result in reactivations β prioritizes top-performing message/channel for future cancelled users.
Next-Best-Action Push Winning action is pushed to marketing or CRM platforms (e.g. Customer.io, Klaviyo, HubSpot) with:
Dynamic content based on previous subscription type
Send time optimization (based on past open/click behavior)
Channel routing (e.g. WhatsApp for mobile-first users)
KPIs Tracked
Reactivation rate (subscription resumed)
Open/Click-through rate per channel
Revenue generated from returned users
Retention after reactivation
Feedback submission rate (if survey is included)
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