Creating Win-Back Moments in Awtomic

This guide walks through setting up a Cancel Win-Back Moment, but the same process applies to paused subscriptions.

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Step 1: Create a New Moment

1. Go to Moments in your Awtomic dashboard.
2. Click Create Moment.
3. Give your Moment an internal name that’s easy to recognize (e.g., Cancel Win-Back).
4. Select whether the Moment can be earned multiple times. For win-backs, we recommend once only so customers don’t repeatedly cancel and reactivate.

Step 2: Choose a Trigger

1. Under Triggers, select Subscription → Canceled.
   • This ensures the Moment is only triggered when a customer cancels their subscription.

Step 3: Configure the Reward

1. Decide on the reward you want customers to receive when they reactivate.
   • Example: Add a free gift (such as your best-performing product).
2. Choose whether the reward should be automatically added or claimed by the customer in their portal.
   • Requiring customers to claim the reward encourages them to actively engage with your portal.

Note: You can also configure rewards to be hidden (not visible as achievements). This prevents customers from canceling intentionally just to unlock a reward.

Step 4: Customize Messaging

1. Add a banner to display in the portal when the customer qualifies.
   • Example copy:
   We’re ready when you are! When you’re ready to come back, your favorite flavor is waiting. Reactivate and claim your gift with your next order.
2. Set the button text (e.g., Claim Now).
3. Choose how you’d like to notify customers:
   • Email via Awtomic’s email system
   • SMS
   • Klaviyo event (with custom naming for segmentation)

Step 5: Save & Activate

1. Click Save — your Moment will start in Draft mode.
2. Preview your setup and make any adjustments.
3. When ready, switch the Moment to Active.

You’ll be prompted to decide:
• Apply only to future cancellations, or
• Apply to past canceled subscriptions as well (with an option to send or skip communications).

Step 6: Managing Active Moments

• Once active, certain fields can’t be edited (like the trigger). If you need to change these, archive the Moment and create a new one.
• Customers who already earned a reward will keep it, even if the Moment is archived.

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Example in Action

1. A customer cancels their subscription.
2. They receive the configured banner/email/SMS.
3. They claim their free gift (e.g., Citrus Craze) in the portal.
4. The item is added as a $0 one-time product to their subscription.
5. Once they reactivate and place their next order, the gift is fulfilled.

This encourages customers not only to reactivate but also to complete their next purchase.

Paused Win-Back Example

You can also create a win-back for paused subscriptions.
• Example: Offer a 10% discount as a one-time reward.
• Customize the banner, copy, and communications just like in the cancel flow.

Best Practices

• Experiment with different rewards (discounts, free gifts, or exclusive perks).
• Keep rewards hidden to prevent misuse.
• Monitor performance: check how many customers earn vs. claim the reward to optimize your win-back strategy.

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✅ That’s it! You’ve created a win-back Moment to help keep your subscribers engaged and returning.