Question 1

How does Geta.ai identify customers who are about to churn?

Accepted Answer

Geta.ai's engagement scoring model tracks recency (days since last interaction), frequency (number of interactions in the last 30 days), and value signals (purchase history, stage in lifecycle) for every contact. When a contact's score drops below a configurable threshold, they are automatically flagged as 'at-risk' and entered into your re-engagement journey, typically 14–21 days before they go completely dormant.

Question 2

What channels are used in re-engagement journeys?

Accepted Answer

Re-engagement journeys can span all four channels: Email (for detailed offers and content), WhatsApp (for high-open-rate nudges and two-way conversation), SMS (for concise urgency messages), and Voice AI (for high-value customers worth a personal call). The Journey engine selects the channel sequence based on each contact's historical engagement preference.

Question 3

Can I set up different journeys for different customer segments?

Accepted Answer

Yes. You can create segment-specific journeys based on any combination of CRM properties: purchase value tier, product category, acquisition source, days since last purchase, or custom properties. A high-value customer at churn risk gets a different journey than a low-engagement free-tier user.

Question 4

How do dynamic offers work in re-engagement?

Accepted Answer

Geta.ai's personalization engine renders offer content from live CRM data per contact. You define offer logic (e.g., 'if LTV > ₹10,000, send 20% coupon; otherwise send 10%') and the platform renders the right offer in the message automatically, no manual segmentation required.

Question 5

What counts as a successful re-engagement?

Accepted Answer

You define the conversion event, which could be a click, a purchase, a form submission, or a specific page visit. The journey marks a contact as re-engaged when they complete that event, exits them from the sequence, and attributes the revenue to the journey for ROI calculation.

Question 6

How is customer engagement different from just sending more campaigns?

Accepted Answer

Mass campaigns go to everyone on your list regardless of behaviour, increasing unsubscribes and burning your list. Geta.ai's engagement system is triggered by individual contact behaviour and sends only when a contact needs a nudge, with content specific to their history. Response rates are typically 4–6× higher than broadcast campaigns.

Question 7

Can I measure the ROI of re-engagement journeys?

Accepted Answer

Yes. Revenue attribution connects every re-engagement journey step to downstream purchases and stage movements. You see exact revenue recovered per journey, per segment, and per channel, not just open and click rates.

Question 8

How does Geta.ai handle customers who don't respond to re-engagement?

Accepted Answer

After a configurable number of attempts with no response, contacts are automatically moved to a 'dormant' segment and exit the re-engagement journey. You can set a suppression window (e.g., 90 days) after which they may be re-evaluated. This keeps your list clean and your sender reputation healthy.

Keep every customer active, loyal, and coming back.

What changes when you automate customer engagement

From churn risk to loyal customer in 4 steps

Identify at-risk customers

Trigger re-engagement journey

Incentivise return

Measure LTV and ROI

Powered by these Geta.ai features

Journey Orchestration

Engagement CRM

Messaging

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