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Reactivation SMS to dormant customers with a tracked link offer, capped at one per quarter

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Marketing Hub Professional.

Contact13 stepsUpdated for HubSpot seat pricing
OutcomeA customer with no purchase for 180 days gets one offer by SMS with a tracked link, never more than once every 90 days, and the result is written on the contact so the offer can be measured.
Workflow mapmessaging-017
Weekly run on dormant customers leads to SMS sent in the last 7 days. SMS sent in the last 7 days leads to Yes: Status skipped capped; No: SMS opt-in and marketing contact and US number. SMS opt-in and marketing contact and US number leads to No: Status skipped no consent; Yes: Send SMS and stamp dates. Send SMS and stamp dates leads to Delay 14 days. Delay 14 days leads to Purchase in the last 14 days sets converted or no response. Yes No No Yes Weekly run on dormant customers SMS sent in the last 7 days Status skipped capped SMS opt-in and marketing contact and US number Status skipped no consent Send SMS and stamp dates Delay 14 days Purchase in the last 14 days sets converted or no response
Weekly run on dormant customers leads to SMS sent in the last 7 days. SMS sent in the last 7 days leads to Yes: Status skipped capped; No: SMS opt-in and marketing contact and US number. SMS opt-in and marketing contact and US number leads to No: Status skipped no consent; Yes: Send SMS and stamp dates. Send SMS and stamp dates leads to Delay 14 days. Delay 14 days leads to Purchase in the last 14 days sets converted or no response. Yes No No Yes Weekly run on dormant customers SMS sent in the last 7 days Status skipped capped SMS opt-in and marketing contact and US number Status skipped no consent Send SMS and stamp dates Delay 14 days Purchase in the last 14 days sets converted or no response

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

When to use it, when not to

Use it

  • Use it for repeat-purchase businesses where a customer who has gone quiet can come back with a small offer.
  • Use it after the email win-back has run. Email costs less per message, SMS is the second step. For churned subscription accounts, the account-level process is renewal-expansion-017.
Read more on when to use itShow less

Skip it

  • Do not use it for numbers outside the US. Native Marketing SMS only reaches US numbers that start with +1 and contain 11 digits. For other countries, rebuild the send with the app action in messaging-018.
  • Do not use it on customers with an open support ticket or an unpaid invoice. An offer in the middle of a dispute reads badly.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 9 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 13 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 6

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 6 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

Unlock all 565 specs, 149 EUR

One-time, excl. VAT. 30-day refund. Installs in 3 portals. Founding price until 30 November.

Read the free SMS and WhatsApp spec

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More in SMS and WhatsApp

25 specs in this section

See all 25 This category, 39 EUR
FreeAppointment reminder by SMS 24 hours before a booked meeting, opted-in contacts onlyContact10 steps SMS outside the US or without the add-on: an app action (Aircall, Sakari, Salesmsg, Dialpad) in place of Send SMS messageContact12 steps Capture SMS consent from a form checkbox into the SMS subscription type with a legal basisContact8 steps Frequency cap: stamp the last SMS and last WhatsApp sent on the contact and block a second send within seven daysContact11 steps

Read 12 complete specs before you pay.

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