Contacts who have gone quiet receive a personalised WhatsApp message inviting them back, with a preference form that lets them tell you what they are interested in. Their response routes them into the right nurture path or cleanly out of it, and the HubSpot record is updated either way.
At a glance
| |
|---|
| Trigger | Dormant-contact list or last-activity date |
| Channels | WhatsApp |
| Templates | Preference Flow (optionally an offer) |
| Platforms | HubSpot |
What this workflow does
Dormant contacts receive either a preference form directly, or an offer first followed by the form if they engage. Re-engaged contacts have their interests and contact frequency updated and are enrolled in the matching nurture cadence. Contacts who read but do not act get one follow-up, then a status update. Contacts who do not read at all are flagged as unreachable for review or suppression.
What you will need
- A WhatsApp Flow template for preferences (interests, frequency, categories)
- A HubSpot active list of dormant contacts with a known WhatsApp number
- A re-engagement status property
- An optional offer or discount code
Workflow steps
- Trigger list membership for dormant contacts, or a last-activity date property.
- Stagger sending add a random delay (for example, 0 to 72 hours) to avoid rate limits on large lists.
- Send re-engagement message either the preference Flow directly, or an offer first then the form on engagement.
- Wait for completion delay until Form Completed, up to 7 days.
- Branch, re-engaged update preferences, set status to Re-Engaged, thank, and enrol in the matching cadence (weekly, monthly, quarterly, or offers only).
- Branch, not completed if read but not actioned, send one follow-up then set Unresponsive. If not read, set Unreachable and optionally try another channel.
Tips and gotchas
Run a separate opt-out workflow on Flowella: Text Reply for keywords like stop, unsubscribe, or opt out. Update marketing status and confirm, so a re-engagement push never overrides someone’s clear request to leave.
