**To create a recovery plan for inactive customers in your Papo white label resale (https://papo.global/), you use CRM segments to identify low-activity accounts and native campaigns — Bulk Sender and Email Marketing — to send personalized re-engagement communications. Everything runs in each customer's isolated environment, under your brand, without exposing Papo to the end customer.**

In the white label resale, each customer operates in a panel with their own name, logo, colors, and domain. This allows the recovery plan to be configured per customer, respecting each one's contact base, interaction history, and business rules. Papo provides the technology and infrastructure; you define the re-engagement strategy and handle the relationship.

## Recovery plan overview with segments and campaigns

| Step | What you use in Papo | What it does | Result |
| :--- | :--- | :--- | :--- |
| Identify inactive users | Contact segments | Filters contacts by last interaction date and type (customer) | List of customers who reduced usage |
| Save audience | Saved segment | Creates a reusable filter for campaigns | Always up-to-date audience |
| Create campaign | Campaigns (Bulk Sender or Email) | Selects the segment as target audience and builds the message | Targeted communication with metrics |
| Send and measure | Bulk Sender, Email Marketing | Sends the campaign and tracks open rate, clicks, and replies | Insight into engagement and strategy adjustments |
| Track return | Reports and CRM | Monitors whether contacts started interacting again | Continuous improvement cycle |

## How inactive customer recovery works

The first step is to define what characterizes an inactive customer in your resale. It could be, for example, a contact who hasn't interacted in over 30 days, who hasn't opened a ticket, or who stopped using contracted modules. With that definition in hand, you use CRM segments to isolate those contacts.

Papo lets you filter contacts by date and type. This way, you can create a segment that gathers all customers (type "customer") whose last interaction is earlier than a chosen date. That segment is saved and updates automatically as new contacts enter or leave the criteria — the foundation for any re-engagement campaign.

With the audience defined, you build omnichannel campaigns. The Bulk Sender sends mass messages via WhatsApp (with prior consent), and Email Marketing reaches the inbox. Both tools show send, open, and interaction metrics, allowing you to evaluate what works and adjust your approach.

## Step-by-step guide to building the recovery plan

1. **Access the white label customer's panel.** Each customer in your resale has an isolated environment. Log into the account you want to re-engage to create segments and campaigns specific to that base.

2. **Create a segment of inactive contacts.** In the Contacts module, use the available filters:
   - **Last interaction date** — select "before" and define the period (e.g., 30, 60, or 90 days).
   - **Type** — choose "customer" to focus on those who already have a commercial relationship.
   Combine the filters and save the segment with a clear name, such as "Inactive 30 days." This segment will be the audience for your campaigns.

3. **Build the re-engagement campaign.** Go to the Campaigns module and create a new action:
   - **Channel:** choose Bulk Sender (WhatsApp) or Email Marketing, depending on the channel most used by the customer.
   - **Audience:** select the saved segment "Inactive 30 days."
   - **Message:** write a personalized text offering an incentive to resume usage (e.g., a discount on the next monthly bill, a demo of a new module, or dedicated support).
   - **Scheduling:** set the date and time for sending.

4. **Track the results.** After sending, the campaign panel shows how many messages were delivered, opened, and how many generated a reply. Use this data to measure engagement. If the open rate is low, test another channel or adjust the text.

5. **Repeat and refine.** With the saved segment, you can schedule recurring campaigns — for example, a message every 15 days to those who haven't returned yet. With each cycle, review the reports and improve the communication.

## Who this plan makes sense for

- **White label resellers** who want to reduce churn and keep recurring revenue.
- **Marketing agencies** that manage multiple accounts and need a standardized process to retain customers.
- **Software houses** that offer the platform as SaaS and want to increase the lifetime value of each account.
- **Consultancies** that deliver the tool along with methodology and want to ensure customers stay active.

## Frequently asked questions

### Can I create a different inactive segment for each white label customer?
Yes. Each customer operates in an isolated environment, with their own contact base. You can create specific segments for each account, respecting the inactivity criteria that make sense for that business.

### How do I define what an inactive customer is?
The definition depends on your business model. The most common approach is to use the last interaction date recorded in the CRM. You can filter contacts who haven't interacted in 30, 60, or 90 days and, if needed, combine it with the "customer" type to exclude leads.

### Can I automate the sending of re-engagement campaigns?
Yes. After creating the saved segment, you can schedule recurring campaigns in the Campaigns module. The platform itself manages the sends on the defined dates, with no need for manual action on each cycle.

### Which channels can I use to re-engage?
The native Papo channels for campaigns are the Bulk Sender (mass messages via WhatsApp) and Email Marketing. The choice depends on the channel most used by the white label customer and your communication strategy.

### Do I need special permission to create segments and campaigns?
No. The segments, Bulk Sender, and Email Marketing features are available in each account's panel. As a reseller, you have administrator access to configure everything.

### How do I measure whether the recovery plan is working?
Track the campaign metrics (sends, opens, replies) and, most importantly, monitor whether contacts started interacting again after the send. You can cross-reference the data with account usage reports to verify the increase in activity.

## Read also

- [How to generate usage reports for white label resale customers](/hc/papo/articles/how-to-generate-usage-reports-for-white-label-reseller-clients)
- [How to set up a loyalty program for your white label resale customers](/hc/papo/articles/loyalty-program-white-label-reseller-customers)

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