Win-back sends a short sequence of emails to customers who received a quote but never paid. Each email is tied to that specific ticket — you're nudging a quote they already have, not sending a newsletter.
HelpWin-back
Win-back sequences
IntoPaidWin-back → Sequences
DemoDay 3Template
Still thinking it over?
Friendly check-in with the open invoice attached.
Day 7Custom
Holding your pickup slot
Soft close — date still open, pay to lock it in.
Day 14Template
Last chance on this quote
Final nudge before the quote expires and frees capacity.
ClosedPaid
Paid!
Invoice cleared — pickup locked on the calendar.
Build your sequence
Open Win-back → Sequences to set up the steps your win-back emails follow. For each step you control:
- Delay — how many days after the previous step (or after enrollment for the first step).
- Subject line — what the customer sees in their inbox.
- Body — the email content. Keep it short. They already have the quote; you're reminding them it's there.
You can add, reorder, or remove steps at any time. Changes apply to future enrollments.
Send time and timezone
In Win-back → Settings, set your preferred send time and timezone. Emails go out around that time so customers hear from you during reasonable hours, not at 2 a.m. in your shop's zone.
Getting quotes into the sequence
There are two ways idle quotes enter your sequence:
Auto-enroll
Turn Auto-enroll on in Win-back → Settings. Quiet, unpaid quotes automatically join the live sequence — no action needed from you.
Turn it off if you'd rather choose who receives win-back emails.
Manual or scheduled start
Open Start to enroll eligible idle quotes right now or on a schedule. This is still the idle-quote flow — it won't blast your entire contact list.
Track what's sending
Campaigns shows every win-back send and its current status:
| Status | Meaning |
|---|---|
| Active | Sequence is in progress; emails are going out. |
| Waiting | Enrolled but the first step hasn't fired yet. |
| Paused | You paused the campaign manually. |
| Paid | The customer paid — the sequence stopped automatically. |
| Stopped | Ended for another reason (you stopped it, or the quote was closed). |
Each campaign also carries a badge so you can tell how it started:
- Manual — you enrolled it from Start or from a ticket.
- Automated — it was auto-enrolled or scheduled.
Opens and clicks are tracked on every email so you can see what's working.
If sending is blocked
Win-back requires the Grow plan and available quota. If emails aren't going out, check:
- Your current plan in Plans and billing.
- Your usage at Settings → Usage.
- The Win-back overview for general requirements.
If something still isn't working, email [email protected].
Was this helpful?
Can’t find an answer?
Send a note — we’ll email you back.