# Win back customers

Source: https://kirora.io/docs/guides/kiro-ai/tasks/win-back

Find lapsed customers and quiet contacts, then draft a segment and a win-back journey or a re-engagement email.

Two tasks find people who've drifted away and draft what to send them: a segment first, then a journey or an email for it. You get a **Draft**, which you check and save yourself.

## Win back lapsed customers

Customers who bought before, whether they ordered, booked, renewed or gave, but haven't for a while.

| Question | Default |
| --- | --- |
| **The purchase event** | Your transaction event from [Key events](https://kirora.io/docs/guides/goals/key-events) |
| **Days without a purchase** | 90 (14 to 366) |
| **The lapsed customers segment** | Optional: choose one you already have |

1. **The segment.** Without a segment of your own, Kiro AI drafts **Lapsed customers**: contacts who made the purchase at least once, but not in the last 90 days (or the days you chose). It says how many that is. If you don't send the purchase event yet, it says which event to send, with its amount, and offers a segment of contacts who stopped clicking instead.
2. **Save it** in the segment builder.
3. **The journey.** Choose **Draft the win-back journey**. Kiro AI may ask how often your customers usually come back (**Every week**, **Every month**, **Every few months** or **Less often**) and whether you'll make an offer (**A discount**, **Free shipping** or **No offer**). It drafts a two-email win-back journey for the segment that ends for anyone who buys again. The timing follows how often your customers come back. It includes an offer only if you chose one.

## Re-engage quiet contacts

Contacts who've stopped clicking and doing anything else, asked whether they still want to hear from you.

| Question | Default |
| --- | --- |
| **Days without engagement** | 120 (30 to 366) |
| **Events that count as activity** | Your activity event, usually your transaction event. Optional, up to 5 events |
| **The quiet contacts segment** | Optional: choose one you already have |

1. **The segment.** Kiro AI drafts a segment of contacts who were sent marketing in that time but didn't click once, nor do any of the activity events. Opens don't count, because mail apps and scanners open some email by themselves. It says how many that is.
2. **Save it** in the segment builder.
3. **The email.** Choose **Draft the "still want to hear from us?" email**. Kiro AI drafts one email campaign with a clear way to stay and a plain way to go.

The email never promises to remove anyone. Whether to suppress people who don't answer is your call.

## Next steps

- [Kiro AI tasks](https://kirora.io/docs/guides/kiro-ai/kiro-tasks)
- [Build a journey](https://kirora.io/docs/guides/journeys/build-a-journey)