| name | winback-list-builder |
| description | Build a targeted win-back segment from support signal — customers who hit a problem, left low CSAT, or went quiet after a bad experience — as a list you can hand to your email/SMS tool. The most qualified re-engagement audience you have is in your tickets. Read-only. |
Win-Back List Builder
Your support history knows exactly which customers wobbled: who hit a problem, who left a low score, who hasn't ordered since a rough experience. That's the most qualified win-back audience you'll ever build — and it's sitting in Gorgias, not your ESP. This recipe turns it into a clean segment you can drop into Klaviyo, Postscript, or wherever your flows live. Read-only.
When to use it
- Building or refreshing a win-back / re-engagement flow
- After a rough patch (shipping delay, defect, stockout) you want to make right at scale
- A quarterly retention push
- Before a sale, to re-approach lapsed-but-recoverable customers
Customize before you run
| Variable | Example |
|---|
{{SEGMENT_CRITERIA}} | "left CSAT ≤ 3 in the last 90 days on a now-resolved ticket" |
{{WINDOW}} | "the last 90 days" |
{{FIELDS}} | "email, first name, order count, last issue" |
The workflow
Using the Gorgias MCP, build a win-back segment from my support data over {{WINDOW}}.
- Find customers matching: {{SEGMENT_CRITERIA}}.
- Return them as an export-ready list with these fields: {{FIELDS}}.
- Group them by why they're on the list (had a defect, slow shipping, low CSAT, abandoned after a question) — the reason should drive the message.
- For each group, suggest a win-back angle and offer that actually addresses what went wrong.
- Exclude anyone with an open ticket — don't re-market to someone you're still resolving.
What it writes
Nothing in Gorgias — read-only. It produces a list of your own customers' contact details for you to load into your own email/SMS tool. Handle it like any customer export.
Tips
- Prioritize your highest-value customers in the list — they deserve a richer offer or a personal note, not a bulk blast.
- Match the gesture to the reason: a defect win-back needs a replacement or credit, not 10% off.
- Suppress anyone who's still unhappy or mid-conversation — re-marketing to an open complaint backfires.
