How to win back lapsed customers with a Klaviyo segment

Updated 1 month ago5 min readIntegrations

A concrete win-back setup: one Klaviyo segment of customers who bought once but have gone quiet, called by a Loop agent with a small offer. Klaviyo must already be connected — see Install and connect Klaviyo.

What you’ll accomplish

You’ll build a lapsed-customer segment in Klaviyo, call it once with a promotion, and measure the result in your Loop call logs.

Step 1 — Build the segment in Klaviyo

Create a segment with these conditions:

Placed Order at least once over all time
AND Placed Order zero times in the last 90 days
AND Phone number is set

Give it a clear name such as “Lapsed 90 days — callable”. It can take up to 5 minutes to appear in Loop unless you press “Refresh” in the campaign builder.

Step 2 — Start the campaign

Campaigns → “New campaign”. In Basics, name it and set the goal to “Promotion”.

Step 3 — Choose the Klaviyo audience

In Audience, set Audience Source to “Klaviyo Segment” and pick your lapsed segment. Read the estimated reach line — “Only those with a phone number will be called” means actual calls will be fewer than the profile count.

Step 4 — Agent and offer

In Agent & Promo, pick a conversational agent and attach a discount. Keep the script short: acknowledge that it has been a while, make the offer, and let the customer talk. The agent can open with {{first_name}} when the Klaviyo profile has a first name.

Align the call script with the email and SMS the customer already receives from Klaviyo so the channels don’t contradict each other.

Step 5 — Schedule and launch

A win-back is a one-shot push: set the audience sync frequency to “Once (at launch)”, choose a calling window inside your customers’ daytime hours, then Launch and confirm.

Step 6 — Measure

Review outcomes, transcripts and summaries in the call logs, and check orders in your store for the discount you attached. Loop does not report anything back into Klaviyo, so measurement happens in Loop and in your store.