Re-engage dormant contacts without the spam feel. Clean win-back on WhatsApp.

Invite quiet contacts back with one honest question on WhatsApp. Welcome back the ones who want to stay, let the rest go cleanly, and keep HubSpot tidy instead of blasting the whole list.

Get started free Try a live Flow on WhatsApp (opens in a new tab)
Flo, the Flowella mascot, pointing at a simple flowchart in an open ring-bound playbook with colourful tabbed pages
Trigger
A dormant or lapsed list
Channel
WhatsApp, with the answers in HubSpot
Workflow
4 templates, 1 Flow, 1 branch
Needs
HubSpot workflows, on Professional or Enterprise

Step through the play as the contact.

Ellie, a past client, has gone quiet. Each step shows what she sees on WhatsApp and what lands on her HubSpot record, from the first message to a clean result either way. Your answer in the Flow decides whether she stays. All five properties are custom ones the play creates.

Flo pointing along one of three signpost arrows, the way the branch sends each contact down one path
Re-engagementStep 1 of 5
  1. Where Ellie comes from

  4. Yes, staying: save it, welcome them back

    No, going: confirm it, let them go

  5. Back: reengage_welcome_back, on their terms

    Let go: reengage_goodbye, then suppressed

Acme TrainingBusiness account
Sample data

Today

Ellie TurnerKestrel Design, +44 7700 900214
Sample data

Properties

reengage_segment
dormant_90_daysNo engagement in 90 days
reengage_choice
No value
reengage_feedback
No value
reengage_status
dormant
whatsapp_marketing_consent
true

Activity

    3 of 5 properties written

    Workflow triggers and actions need HubSpot Professional or Enterprise. Workflow actions guide

    Try a live Flow

    Scan the code with your phone to open one in WhatsApp. It’s Flowella’s own Flow, not this playbook.

    Open it in WhatsApp (opens in a new tab)

    The re-engagement blueprint.

    A dormant list, an honest opener, a one-question Flow, then one branch: contacts who want to stay are welcomed back and the rest are let go cleanly. You build it in a HubSpot workflow, from Flowella’s WhatsApp triggers and actions.

    • Trigger
    • Send WhatsApp
    • Delay
    • Branch
    • Goal
    • Numbered note
    1. Enrolment triggerJoins a dormant list

      An active list: 90 days with no opens, visits or replies, or no booking in 12 months.

    2. DelaySpread over up to 3 days

      Split a big list across days, so sends stay inside Meta’s messaging limits.

      Spread the sends

      A big list in one go can hit Meta’s daily limits, and a spike in blocks hurts your quality rating.

    3. Send WhatsApp TemplateThe honest opener

      reengage_opener, with the Flow button “Set your preferences”.

      Honest, not hyped

      Admit the silence, give a real reason to reply, and put the way out in the message itself.

    4. Delay until event happensForm Completed, up to 7 days

      The answers land as reengage_choice and reengage_feedback.

      No answer in 7 days: one follow-up, then marked unresponsive.

    5. BranchIs reengage_choice anything but stop?

      Keep me posted, the big news only and ask me later all stay. Please stop goes.

    6. Yes
      Send WhatsApp TemplateThe welcome back

      reengage_welcome_back, with what’s new

      Add to static segmentNurture, by their choice

      Every month, the big news only, or a check-in in 3 months

      GoalRe-engaged

      Back in the main funnel, on the terms they chose

      No
      Send WhatsApp TemplateThe clean goodbye

      reengage_goodbye, with no last pitch

      Edit recordSuppressed from marketing

      whatsapp_marketing_consent set to false, and on your exclusion list

      GoalLet go cleanly

      Out of every campaign, and the list is healthier for it

      Tag the returners

      Mark re-engaged contacts as previously lapsed. They are a cohort worth measuring.

      Opt-out is a result

      A clean no protects your quality rating, and with it every other message you send.

    Workflow triggers and actions need HubSpot Professional or Enterprise. The answers land as contact properties on every HubSpot plan, Free included. Workflow actions guide

    Copy that earns a reply.

    The opener, the Flow it opens and two replies carry the play, with one follow-up for anyone who doesn’t answer. Each reads well on a phone, and every variable comes from the HubSpot record.

    Show the messages as

    • reengage_openerMarketingEnglish (UK)Sample data

      Sends when a contact joins your dormant or lapsed list, spread over a few days

      Still want to hear from us?Hi {{first_name}}, it’s been a while since we last heard from you. Rather than keep guessing, we’d like to ask what you want from us now, if anything. One tap, and you can also tell us to stop.Reply STOP to opt outSet your preferences
      Still want to hear from us?Hi Ellie, it’s been a while since we last heard from you. Rather than keep guessing, we’d like to ask what you want from us now, if anything. One tap, and you can also tell us to stop.Reply STOP to opt outSet your preferences

      Honest about the silence, with the way out in the message itself, not in the small print.

    • reengage_preferencesWhatsApp Flow1 screenSample data

      Opens from the opener’s button, synced from your HubSpot form

      The Flow, Your preferences: shall we keep in touch (yes, keep me posted; only the big news; ask me in 3 months; no, please stop) and an optional question, anything we should do differently.

      Ellie’s Flow, with yes, keep me posted chosen and the optional question left blank.

      Four honest answers, from keep me posted to please stop, and an optional line on what to change.

    • reengage_welcome_backMarketingEnglish (UK)Sample data

      Sends when reengage_choice says stay in touch, now or later

      Thanks, {{first_name}}. We’ve saved your choice and we’ll stick to it. If you’d like to see what’s changed since we last spoke, it’s all below.Reply STOP to opt outSee what’s new
      Thanks, Ellie. We’ve saved your choice and we’ll stick to it. If you’d like to see what’s changed since we last spoke, it’s all below.Reply STOP to opt outSee what’s new

      Thanks them, keeps to their choice and offers one useful link, not a sales pitch.

    • reengage_goodbyeUtilityEnglish (UK)Sample data

      Sends when reengage_choice is no, please stop

      Thanks for letting us know, {{first_name}}. You won’t get any more marketing messages from us here. If you ever need us, just send a message.
      Thanks for letting us know, Ellie. You won’t get any more marketing messages from us here. If you ever need us, just send a message.

      A clean, polite exit: confirmed in one message, no last pitch, and the door left open.

    • reengage_followupMarketingEnglish (UK)Sample data

      Sends once, 7 days after the opener, if the Flow is still unanswered

      Hi {{first_name}}, just checking once more: do you still want to hear from us? Choose below in one tap. If the answer is no, that’s fine too, and we won’t ask again.Reply STOP to opt outSet your preferences
      Hi Ellie, just checking once more: do you still want to hear from us? Choose below in one tap. If the answer is no, that’s fine too, and we won’t ask again.Reply STOP to opt outSet your preferences

      One reminder, never two, with the same way in and the same way out.

    Sample templates. Meta approves each template before it can send, and the Send WhatsApp Template action maps HubSpot properties to its variables.

    Five signs a quiet contact is worth keeping.

    The play captures all five, and each lands in HubSpot as something a workflow can read, not a note someone has to interpret.

    5 signals, what each looks like, and where each lands in HubSpot
    SignalStill driftingWorth keepingLands in HubSpot as
    What they chooseTheir own answer beats any guess from open rates. Ask me in 3 months Yes, keep me posted reengage_choice
    How fast they open itFlowella logs how long the opener took to read. Minutes beat days. Read days later Read in minutes timeToReadSecondsOn the Message read event
    Whether they finishOnly a finished Flow fires Form Completed, so a half answer never changes a preference. Opened, then left Answered and saved Form CompletedThe Flowella trigger
    What they tell youA line of feedback explains the silence before anyone has to guess at it. Left blank Their own reason reengage_feedback
    Whether they write backA typed reply means a person is reading. Route it to your inbox, not another template. No reply “Call me next week” flowella_last_reply_messageUpdated on every Text Reply

    Why WhatsApp re-engagement works.

    Dormant contacts rarely need another newsletter. They need a reason to reply, and an easy way to say no. WhatsApp makes both one tap.

    • Why lists go quiet

      Priorities change, inboxes fill up and old nurture turns invisible. One honest question on WhatsApp sorts real interest from dead data in days, not quarters.

    • How to enhance it

      Match the welcome back to their lifecycle stage, alert the owner when a past client returns, and try email for contacts who never read the opener.

    • Gotchas

      Message only contacts who opted in and stop after a no. Flowella blocks sends after a STOP, but HubSpot only logs the reply, so add a Text Reply workflow to mark them too.

    The point: re-engagement should wake people up or cleanly let them go.

    Every play, in one playbook.

    The HubSpot + WhatsApp Playbook, Vol. 01, puts each play on a two-page spread: why and when it works on the left, the blueprint on the right, and the WhatsApp copy ready to paste. Re-engagement is one of them.

    1. Leave your WhatsApp number. Four fields, and no sales call attached.
    2. A short Flow arrives. It’s a live Flowella Flow, so you see one working.
    3. The playbook lands in the same chat.
    Get the playbook

    Free. Reply STOP at any time to stop the messages.

    The cover of The HubSpot + WhatsApp Playbook, Vol. 01.

    Page 1 of 5The cover

    Browse playbooks by what you do.

    Twenty plays, each a working blueprint. These six sit closest to re-engagement.

    Browse all playbooks

    This play is filed under Marketing Customer success B2B SaaS Agencies Professional Services Education Charity & Non-profit Healthcare

    • Membership Renewals

      Renew more memberships: a WhatsApp reminder 30 days out, a one-screen Flow, the renewal link for members who stay, and a person for anyone unsure.

      • Customer success

    • Contact Data Refresh

      Refresh stale CRM records with WhatsApp confirmations, structured corrections, one reminder, and a clear freshness flag.

      • Support
      • Customer success

    • NPS / CSAT

      Collect two-tap CSAT or NPS answers on WhatsApp, thank happy customers, and route every unhappy one to a person and a HubSpot ticket.

      • Support
      • Customer success

    • Lead Capture & Qualify

      Qualify captured leads with WhatsApp questions, scoring, high-fit sales routing, and nurture for low-urgency contacts.

      • Sales
      • Marketing

    • Abandoned Cart Recovery

      Recover abandoned carts with WhatsApp reminders, purchase-status exits, support-first rescue, and controlled incentives.

      • Marketing
      • Customer success

    • Trial-to-Paid SaaS

      Convert SaaS trials with WhatsApp activation nudges, usage-based branching, support rescue, upgrade CTAs, and paid-plan exits.

      • Sales
      • Customer success
    Flo jumping for joy with her fist in the air and a phone in her hand

    Ship the re-engagement play first.

    Turn a dormant HubSpot list into known preferences and clean data. Start free today, or book a 30-minute demo and we’ll map this play to your own lists.

    Get started free Try on WhatsApp (opens in a new tab)
    Or book a 30-minute demo