Creating a winback conversation based on a purchased event requires a checkout subscription point or advanced retail segmentation that also fires a purchased external event. First, ensure you are on your main marketing list before starting this process. After you are on your main marketing list, the easiest way to tell if you have a checkout subscription point is to:

  1. Navigate from the home menu to Authoring.

  2. Go to Listrak Conductor.

  3. Then External Events.

If you have an external event set up already for a purchase, you most likely have a checkout subscription point and we can use this event to feed your winback campaign. 


Now that you have verified a checkout subscription point, start creating your conversation by following the below steps:

  1. Navigate from the home menu to Authoring.

  2. Go to Listrak Conductor.

  3. Then Conversations.

Or, create a new conversation:

  1. Click New Conversation.

  2. Enter a Name for your conversation. This will be called Winback.

  3. We will not use a template.

  4. Click Create Conversation.


1. Click on the Conversation Settings icon.
2. Select Winback from the campaign drop-down menu.

NOTE: If you do not have a Winback campaign type, you can create a new one to reflect this.

3. Ensure your conversation is set to Allow Unlimited Entries.
4. Click Update.


Start by building the thread that will contain the message. This will be built below the initial thread that is set up within the conversation.

  1. Click New Thread.

  2. Then New Trigger Step.

  3. Rename the step to Winback Thread.

  4. Check the No Events Required checkbox.

  5. Click Update.


FOR EXAMPLE: if it's a 90-day winback, we need to hold our customers for 90-days after their last purchase.

  1. Click the Add Step Icon.

  2. Add a Wait Step.

  3. Click the new Wait Step.

  4. Set a Duration of 90 days.

  5. Click Update.


  1. Click Add Step.

  2. Add a Message Step

  3. Click the new Message Step.

  4. Then Edit a Saved Message.

  5. Select your Winback Message from your saved messages.

  6. Click Commit Message.

  7. Then Commit Message to Conversation on the confirmation screen.


The final step is to get customers into the conversation via the purchased event and then direct them to the winback thread. You'll add this to a different thread, because when a customer purchases a subsequent time, they will be pulled out of the wait step and be pushed back into the wait step to wait for another 90 days.

  1. Click New Trigger Step.

  2. Rename the step to Entry Thread.

  3. Add your Purchased External Event to the selected events.

  4. Then click the Advanced Tab.

  5. Update the Thread Rank to 2.

  6. Then Update.

  7. Click Add Step.

  8. Add a GoTo Step.

  9. Click the GoTo Step.

  10. Direct this Step to your Wait Step.

  11. Click Update.

You are now ready to publish your winback campaign and you will start having customers waiting for 90 days after their last purchase. 

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