How to reactivate old customers in a batch
Ask the AI to build a batch with customers who went quiet or lost deals, review the list and the message, and approve the send.
2 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
Lost deals and contacts who went cold don't have to be forgotten. With reactivation, the AI picks out who's worth reaching out to again and writes the message. Nothing goes out without you: the batch waits for your approval, and you can remove anyone who shouldn't receive it.
Where to find it in Cognizy
Before you start
- Automatic follow-up needs to be set up, with an agent chosen.
- Only the owner, admins, and managers can build and approve batches.
- Building the batch uses AI credits. Messages go out gradually, within the daily limit.
- On official WhatsApp, the reactivation message needs a template approved by Meta.
Step by step
- Step 1:
In , click the Reactivation tab.
- Step 2:
Click Build batch now. The AI looks for lost deals and contacts with no conversation in a long time and builds the list.
- Step 3:
The batch appears with the sample message and the list of customers, each with their reason. Read the message and remove anyone who shouldn't receive it. The customers in this screenshot are examples.
- Step 4:
When the list looks right, click Approve batch. The messages join the queue and go out gradually, during the company's sending hours.
How to know it worked
The batch switches to approved and each customer becomes a follow-up in the Follow-ups tab. Anyone who responds lands in Serve › Conversations, and the reactivation screen shows how many responded.
If something goes wrong
The batch came up empty.
There are no lost deals or cold contacts within the configured time frames. Adjust the days in the Configuration tab, in the reactivation section.
The message didn't turn out well.
Reject the batch and build another one. The AI writes based on the follow-up agent: adjust its instructions to change the tone.
I approved it and not all the messages went out.
Sending respects the daily limit and sending hours. The rest goes out on the following days.
On official WhatsApp, the messages aren't going out.
The reactivation template approved by Meta is missing. Submit the template for approval in the Configuration tab.
Next step
Track responses in the Follow-ups tab.
Sign in with your Cognizy account to save your progress.
Sign in