Build Guide

In this article, you’ll learn how to:

• Track drop-off points using events
• Create a re-engagement Workflow from scratch
• Set entry conditions based on inaction
• Add timing delays to avoid premature messages
• Send targeted re-engagement messages
• Set finish criteria and allow re-enrollment

If you haven’t set up event tracking for your product milestones yet, do that first so you can target based on key actions—or inactions.

Step 1. Create a new Workflow

Head to the Workflows tab in Appcues and click Create Workflow.

Give your workflow a clear name like “Re-engage setup drop-offs” so you can find and optimize it later.

You’ll have a Start node and a Finish node in your Workflow. Let’s set your entry criteria.

Step 2. Set start criteria

Click the Start node to define which users should enter the flow.

Audience: Create or use an existing segment with the targeting for the workflow.

Conditions:

• Event A (e.g., “Started setup”) occurred
• Event B (e.g., “Completed setup”) did not occur
• Add a time condition like “Event A was more than 3 days ago” to avoid messaging too soon

This setup targets users who started something important but never finished it.

Step 3. Add a delay (optional)

Click the + and choose Delay to add a short buffer before sending a message.  This helps avoid hitting users who might still be mid-task or planning to return on their own.

Example: Add a 2-day delay to ensure they’ve truly gone cold.

Step 4. Add your re-engagement message

Click the next + and choose Send message. Select either an email or in-app message.

Use your message to:

• Acknowledge what they started
• Offer help or guidance to get them unstuck
• Reinforce the value of completing the task

Example CTA ideas:

• “Pick up where you left off”
• “Finish setup now”
• “Book a quick walkthrough”

Step 5. Set finish criteria

Click the Finish node to configure exit logic.

When should users exit:

• After they click your CTA
• Or after they complete the goal you were nudging them toward (like “Completed setup”)

Timeout threshold:

Set a limit (e.g., 10–14 days) if users don’t re-engage.

Re-enrollment:

Optionally, if using “They reach the end of the workflow” turn this on so users can enter the flow again if they drop off in the future. Set a re-enrollment time to allow time before requalifying (e.g., 7-14 days)

Step 6. Publish Workflow

Double-check your messages and logic, then click Publish in the top-right corner.

👏 That’s it! You’re now re-engaging users automatically, so they’re less likely to fall through the cracks—and more likely to finish what they started.