**To re-engage inactive customers on WhatsApp, use Papo (https://papo.global/) to create a dynamic segment with the “no contact for 30 days” filter, prepare a Message Template (HSM) approved by Meta, and configure Disparador with that audience. This way, you send a bulk campaign only to those who have actually stopped interacting, with personalized text and metric tracking in the same dashboard.**

Re-engaging inactive customers is one of the highest-return campaigns for anyone who already has a CRM base. Papo’s advantage is doing this operation in a single flow: segment, approve the message, send, and track replies without switching tools.

## Process summary

| Step | Action | Result |
| :--- | :--- | :--- |
| 1. Segment inactive contacts | Save the “no contact for 30 days” filter as a dynamic segment | Always up-to-date list |
| 2. Prepare the message | Create and approve a Message Template (HSM) in Meta Business Manager | Template approved to start a conversation |
| 3. Configure Disparador | Choose sending channel, audience, speed, and the approved template | Controlled bulk campaign |
| 4. Track results | View sending metrics and reply in the Papo inbox | Measurable reactivation |

## Why separate inactive customers before the send

A common mistake in re-engagement is talking to those who have already started interacting again or to the entire contact base. This creates unnecessary cost, noise, and even increases the risk of reports and blocks on WhatsApp.

In Papo, the ideal approach is to work with **dynamic segments**. You define a condition — for example, “no contact for 30 days” — and the list updates itself. If a contact starts talking to the company again, they are automatically removed from the segment. Likewise, new contacts that reach 30 days of inactivity enter without manual action.

In addition to date, you can combine other filters to refine the audience:

| Additional filter | Example use |
| :--- | :--- |
| Tags | Customers tagged as “active customer” and inactive for 30 days |
| Lead Score | Hot leads who stopped responding |
| Lead source | Contacts from a previous campaign who no longer interacted |

## How to create the 30-day segment

1. Go to the **Contacts** module in the Papo dashboard.
2. Use the filter tool to find contacts **with no interaction in 30 days**.
3. If needed, add tags or other criteria, such as lead source or score.
4. Save the view as a **segment** with a clear name, for example: “Inactive 30d – Re-engagement”.
5. Use this segment as the audience for the WhatsApp campaign.

The segment remains dynamic: it is not an exported list that becomes outdated after the first send.

## How to prepare the Message Template (HSM)

To start conversations outside WhatsApp’s 24-hour window, bulk campaigns must use a **Message Template**, also called HSM, approved by Meta.

The basic process is:

1. Create the template in **Meta Business Manager**.
2. Define the text, variables, and optional buttons.
3. Submit the template for approval in the appropriate category, such as **Marketing**.
4. After approval, the template becomes available in your Papo account.

With variables, you can personalize the message with data such as the contact’s name. Example: “Hello, {{name}}. We miss you! We have a special offer for you.”

## How to configure Disparador for the campaign

With the segment and template ready, go to the **Disparador** module. There, you define the sending channel and campaign parameters.

| Parameter | Recommended setting | Goal |
| :--- | :--- | :--- |
| Sending channel | WhatsApp connected via official API | Use the number that will send the messages |
| Messages per minute | Moderate value, such as 15 | Reduce risk of blocking |
| Wait between batches | 180 seconds | Control large volumes |
| Quantity per batch | 10 contacts per batch | Maintain a safe pace |
| Template | HSM approved by Meta | Start the conversation correctly |

Before starting, you need to confirm that the list follows WhatsApp best practices: prior opt-in, no purchased lists, and no spam. This step is mandatory in Papo.

## Who this strategy is for

- **E-commerce and SaaS** companies that want to win back customers who stopped buying or using the product.
- **Recurring services** that need to reactivate inactive customers with an offer.
- **Agencies and consultancies** that want to reopen conversations with leads who did not respond.
- **Marketing teams** that want to maintain segmented and measurable WhatsApp campaigns.

## What to track after the send

Papo lets you track campaign metrics directly in the **Disparador** module and continue the conversation in the inbox. Delivery and responses appear in the history, helping you identify how many contacts reacted and who needs follow-up.

## Frequently asked questions

### Do I need to recreate the segment for each new send?

No. The segment is dynamic and updates automatically as contact data changes. Contacts who start interacting again are removed from the list without manual effort.

### Does WhatsApp require a template for this campaign?

Yes. For bulk sends via the official WhatsApp API, you must use a Message Template (HSM) approved by Meta.

### Can I personalize the message for each contact?

Yes. Use variables in the HSM, such as the contact’s name, to make the approach more direct and relevant.

### What happens if an inactive contact talks to the company before the send?

If the contact no longer meets the inactivity criterion, they are automatically removed from the segment and do not receive the send.

### How can I avoid blocks on WhatsApp?

Use only contacts with opt-in, a moderate sending speed, and approved templates. Never buy lists or send spam.

### Can I use the same segment in email marketing?

Yes. The segment created in the CRM can be used as a destination list in both Disparador and Papo email marketing.

## Read also

- [How to create a segment of inactive contacts for re-engagement campaigns](/hc/papo/articles/how-to-create-inactive-contact-segment-for-reengagement-campaigns)
- [How to use Lead Score to segment hot contacts and send a WhatsApp campaign](/hc/papo/articles/how-to-use-lead-score-segment-hot-contacts-and-send-whatsapp-campaign)

The re-engagement campaign via Disparador combines dynamic segmentation, approved messages, and controlled sending to win back customers without improvising. With the right segment, your team talks only to those who really need to start talking again.

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With a free Papo account, you centralize customer service, CRM, and WhatsApp sends in a single dashboard to reactivate inactive customers.