Win-back and review request

Two automated messages that build a longer relationship with your shop's customers: Win back customers writes to people who have been away for a while, and Review request asks customers how it went once their order has arrived.

Before you start

• Both are included in the Growth and Business plans. If your plan does not include them, their cards show Not in your plan.
• A connected store, and the permission described in Automated messages.

Win back customers

The message reaches a customer once their last order is the number of days old you set and they have not ordered again. It goes out after 9 am.

1. Open Campaigns, then Automated messages, and select Settings and results on the Win back customers card.
2. Under This message's settings, enter the number of days in Write after this many days without an order (1). The default is 60; you can choose from 14 to 365.
3. Write the text in Arabic text (2) and English text, or leave them for the ready wording.
4. Choose a WhatsApp template if the message should also reach customers the lower-cost channels cannot, then select Save and turn the message on.

Note: we count only the orders received since the shop was connected. If you connected a month ago and set 60 days, nobody gets the message until another month has passed.

Meta treats a win-back message as marketing, so its template is charged at the marketing rate.

Review request

When an order reaches a delivered status in your shop, the message waits the time you set and then asks the customer for their opinion.

1. Select Settings and results on the Review request card.
2. In Sent after, choose how long after delivery. The default is 3 days; the shortest is one hour.
3. Under This message's settings, check Statuses: your shop's order status codes that mean the order arrived, separated by commas. The default is delivered, completed, complete.
4. Write the text, adding a link to your review page if you have one, then select Save and turn the message on.

A review request is a utility message, and its template costs less. If the text includes an offer or a discount, though, Meta may classify it as marketing.

Results

Each card shows Revenue after messages and the counts of messages with no charge and paid messages. On the message's page, Results shows Customer replies, which matters for review requests: customers usually answer in the same conversation, so their replies land in your inbox.

Note: if the review-request notification in Customer notifications is on for the same shop, the automated review request stays silent so the customer does not get two.