In Papo's CRM (https://papo.global/), you create an inactive contacts segment by saving a filter such as "no contact for X days." This segment updates itself and is ready to be used in re-engagement campaigns via WhatsApp (Disparador) or email marketing, without exporting lists or doing manual control.
Combining date filters with the creation of dynamic segments allows your marketing team to reactivate customers who stopped interacting, keeping the contact base always up to date — without the risk of sending messages to those who have already started talking to the company again.
Process overview
| Step | Action | What happens |
|---|---|---|
| 1. Define inactivity | Choose the criterion (e.g., "no interaction for 90 days") | Basis of the segment |
| 2. Apply filters in the CRM | Use the date filters and, if desired, add tags or other data | List displayed in real time |
| 3. Save as a segment | Give it a clear name and save the view | Dynamic segment accessible at any time |
| 4. Use in a campaign | Select the segment as the target audience in Disparador (WhatsApp) or Email Marketing | Automated sends with control |
What defines an inactive contact?
The criterion of inactivity is fully customizable and is based on the date of the last interaction. Inside the Contacts module, you can filter by:
- "No contact for X days": the platform considers the interval since the last conversation recorded in the history (WhatsApp, Instagram, email, etc.).
- Last conversation date: allows you to define a specific period (e.g., contacts whose last interaction was before January 1).
This filter can be combined with other data to make the segment even more precise, such as:
| Additional filter | Example of use |
|---|---|
| Tags | "Customer" + inactive for 60 days — re-engagement of customers who have already purchased |
| Lead Score | Contacts with a high score but who stopped responding |
| Lead source | Leads from a specific campaign who no longer interacted |
Step by step to create the re-engagement segment
- Access the Contacts module in the Papo panel.
- Use the filter tool to define the inactivity criterion (for example, "no contact for 90 days"). The list will be updated instantly.
- If desired, apply additional filters — tags, source, or Lead Score — to refine the audience.
- When you see the correct list, look for the option to save the filter as a new segment.
- Assign a descriptive name, such as "Inactive 90 days – WhatsApp" or "Customers without interaction – 60d".
- Done: the segment is saved and remains dynamic. Contacts who interact again leave the list automatically; new contacts who meet the criterion enter without manual intervention.
How to use the segment in re-engagement campaigns
With the segment created, you can use it in two main modules:
- Disparador (WhatsApp): when setting up a WhatsApp campaign, select the inbox, choose the "Inactive 90 days" segment as the audience, set the sending speed, and use a Message Template (HSM) approved by Meta to start the conversation. You can personalize the text with variables such as the contact's name.
- Email Marketing: similarly, when creating an email campaign or sequence, select the segment as the destination list. The send will follow the defined delay and time window settings.
Both options allow you to track sending, open, and response metrics within the platform itself.
Who this strategy is useful for
- Businesses with recurring sales that need to reactivate dormant customers.
- E-commerces and SaaS companies that want to win back inactive users with personalized offers.
- Agencies and consultancies that want to maintain relationships with leads who did not respond to previous contacts.
Frequently asked questions (FAQ)
How often is the inactive segment updated?
The segment is dynamic and updates automatically as contact data changes. If an inactive contact starts talking to the company again, they stop appearing in the list without any manual action.
Can I combine the inactivity filter with other conditions?
Yes. You can add tags, Lead Score, lead source, or any other field available in the CRM to create highly specific segments, such as "VIP customers inactive for more than 120 days".
Do I need a message template to send WhatsApp messages through Disparador?
Yes. For bulk sends via the official WhatsApp API, you must use a Message Template (HSM) approved by Meta. You can create and submit the template directly in Meta Business Manager and, after approval, it becomes available in Papo.
Does the segment consider conversations from all channels?
The date filter "no contact for X days" is based on the platform's interaction records. This includes WhatsApp, Instagram, Facebook, Telegram, email, and other channels connected to your Papo account.
Can I use the same segment for email and WhatsApp campaigns?
Yes. Once saved, the segment can be selected as the target audience both in Disparador and in Email Marketing campaigns, without needing to duplicate the filter.
How do I avoid sending messages to people who have already re-engaged?
Because it is a dynamic segment, the contact who replies or is served leaves the list automatically. There is no need to manually clean the contact base or create additional suppression rules.
Read also
- How to create Segments to group contacts and conversations dynamically?
- How to use Lead Score to segment hot contacts and send a WhatsApp campaign
Start for free and create smart segments → Papo allows you to segment inactive contacts and send re-engagement campaigns on WhatsApp or email, all in a single panel.