Win-back is a conversation, not a campaign.
Win-back sequences need to be careful. This demo shows four branches — soft nudge, incentive, different-service suggestion and a polite pause-or-stop — with a hard cap on reminders.
What triggers this workflow
Customer hasn't booked in the agreed window (e.g. 60 days for a salon).
Source: Booking history + cadence
Workflow steps
- Twenty CRM + n8nDetectTime-since-last-booking crosses the rebook window.
- n8nBranchSoft nudge / incentive / different-service / pause-or-stop.
- Listmonk + TwilioSendEach branch sends a different message — never four identical nudges.
- Twenty CRMStopPause or STOP keywords remove the customer from the sequence.
Tools used
Human handoff
PAUSE / STOP keywords always win
Customers who reply PAUSE go on a 6-month break; STOP removes them from the sequence permanently. The cadence never overrides their reply.
- Customer is on a medical or personal hold
- Customer reports a complaint about a past service
- Customer is in a defined vulnerable group — handled personally
Try it in your browser
Edit the sample inputs, choose a branch, and see what the workflow produces. The sandbox runs offline — no accounts touched, no messages sent.
Try it in your browser
Edit the inputs, pick a branch, and see what the workflow produces. Runs entirely in your browser — no messages are sent, no accounts are touched.
1. Trigger
Hannah hasn't booked in 56 days. Last service: signature facial.
2. Branch handling
Hi Hannah, it's been a while. We'd love to have you back for another signature facial. Reply BOOK and we'll find a slot that suits. — Tidewater Spa, Manly
Sample data only. Numbers, names and messages are placeholders for illustration. Wire the live workflow separately using the setup notes below.
n8n workflow template
n8n template — LGM 07 Customer Event Recipe (SIMULATED, inactive). Ships with active: false — no live integrations are wired. See the setup section below for the wiring checklist, and download the JSON to inspect or import it.
Setup for production
Wiring it for production
Live deployment needs booking history, consent flags and a clear opt-out path.
- Connect booking history so the cadence can detect rebook windows.
- Set the rebook window (default 60 days for salons) and the cap (default 3 touches).
- Add PAUSE / STOP keyword handling so a reply always wins.
- Document the cadence and review it quarterly with consent records.
Production prerequisites
- Booking history available via Twenty CRM
- Consent flag maintained for marketing
- Cap and cadence signed off internally
Nothing here runs by default. Configuration has to be in place before any live send, booking or contact write.
Questions
How many messages will a customer get?
A hard cap of three touches across the agreed window. After three, the sequence ends unless the customer re-engages.
What if the customer says STOP?
STOP is honoured across the platform and removes the contact from every win-back sequence. The booking history stays intact for the next time the customer reaches out.
More demos you can run in your browser
Want this rebook & win-back workflow running on your stack?
Pick the demo you're curious about or describe your own. We'll come back with what a real deployment looks like for your business — the workflow, the prerequisites, the people involved.