Reactivating Hibernating Users via Email or WhatsApp

Table, based on reactivations, engagement and etc, add examples of use cases and add the link of the use case page.

Reactivating Hibernating Users via Email or WhatsApp

Trigger Users haven’t engaged (logged in, opened email, used product) in the last 45 days. Segment: "Hibernating".

Action Flow Options Co-Pilot randomly selects and tracks the effectiveness of different actions:

• Email with a reactivation incentive (e.g. discount or reminder of benefits)

• WhatsApp message offering a quick survey or support touchpoint

• Wait step with no action (control group)

• Push notification (if app installed)

Co-Pilot Exploration Initially rotates actions randomly → learns which actions lead to higher reactivation or prevent churn → prioritizes top-performing action for future users.

Next-Best-Action Push Winning action is pushed to CRM or marketing tool (e.g. Customer.io, Klaviyo, HubSpot) with:

• Personalized content (based on segment or RFV score)

• Time of day optimization (based on user past engagement)

• Channel preference routing (email vs WhatsApp)

KPIs Tracked

• Reactivation rate (re-engagement within 7 days)

• Open/Click-through rate per channel

• Conversion or purchase post-reactivation

• Long-term retention lift

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