Portal GuideReach
How to configure re-engagement
Set up campaigns that automatically reach out to lapsed leads.
Re-engagement campaigns contact leads who have gone silent after an initial interaction. When a customer stops responding, the system waits a configured period and then sends a follow-up to re-open the conversation.
Set up re-engagement
Go to Reach from the sidebar.
Select the Re-Engagement tab.
Toggle re-engagement On to activate the feature.
Configure the Inactivity Period — how long to wait after the customer's last message before re-engaging (e.g., 3 days, 1 week).
Set the Channel — SMS, Email, or both.
Click Save.
How re-engagement works
- A customer has an initial conversation but stops responding.
- The system monitors for the configured inactivity period.
- After the period expires, the AI sends a re-engagement message.
- If the customer replies, a new live conversation begins.
- If the customer doesn't reply, no further messages are sent (respecting their silence).
Re-engagement vs. follow-up
| Feature | Follow-Up | Re-Engagement |
|---|---|---|
| Trigger | After initial contact | After customer goes silent |
| Timing | Fixed schedule from first contact | Based on last customer activity |
| Goal | Nurture new leads | Recover lapsed leads |
| Frequency | Multi-step sequence | Typically one message |
Re-engagement only fires once per conversation. If the customer doesn't respond to the re-engagement message, the system won't send additional attempts.
Appointment-related re-engagement
You can also enable appointment reminders that automatically remind customers of upcoming scheduled appointments:
In the Re-Engagement tab, find the Appointment Reminders section.
Toggle reminders On.
Set the Reminder Timing — how far in advance to send (e.g., 24 hours before).
Save your changes.
Tips
- Set the inactivity period long enough to avoid feeling pushy (3–7 days is typical).
- Re-engagement messages should offer something new — a price drop, new inventory, or a simple "Still looking?" check-in.
- Monitor conversion rates in Analytics to find the optimal inactivity period.
- Combine with Follow-Up sequences for a complete lead nurturing strategy.