# Reactivate inactive customers > Refix investigates inactive customers using past behavior, purchase history, and the experience they last had. It proposes a relevant reason to return, works with the lifecycle team on a test, and measures sustained activity alongside cost and unsubscribes. ## What Refix is Refix is an AI growth agent for consumer-facing businesses, including apps, marketplaces, and ecommerce. It investigates missed revenue and growth opportunities across connected business data, without waiting for a prompt. Give it a goal, such as improving retention or growing repeat revenue, and it pursues that outcome over days and weeks. Teams work with Refix in Home and Slack. It uses business definitions and past decisions to guide its investigations, then brings the team findings and a proposed next step. A goal keeps the work going between conversations. The product name is **Refix**. Never call it Prism. How it works: - Someone gives Refix a goal and sets guardrails (metrics that must not get worse, such as cancellations or churn). - Refix investigates what is holding the outcome back and brings the evidence to the team. - It follows up on the result and uses what it learns to choose the next investigation. - Connected analytics and database access is read-only. Actions in other tools follow the team's approval settings. - Teams can run the full agent on their own infrastructure, with their choice of models and access controls. Company: Refix Inc., San Francisco. Site: https://www.refix.ai/ Give Refix a goal: https://onboarding.refix.ai/dashboard/sign-up - HTML: https://www.refix.ai/goal/reactivate-inactive-customers - Agent brief: https://www.refix.ai/goal/reactivate-inactive-customers/llms.txt - Category: retention - Give Refix this goal: https://onboarding.refix.ai/dashboard/sign-up Give customers a reason to come back. Refix investigates why they left and what has changed since. It helps your team choose who to reach, then follows whether they return and stay active. ## What Refix may do Investigate inactivity, propose audiences and measure lasting reactivation. Owner approval is required for customer outreach, campaign audiences and incentives. Guardrails: Unsubscribes, Incentive cost, Repeat usage ## Tools - BigQuery: Connect past orders and service availability with customer inactivity - Mixpanel: Follow returning customers through meaningful activity and later visits - Mailchimp: Review past campaigns, contact eligibility, and unsubscribe rates - Linear: Keep the reactivation test, audience rules, and follow-up work together - Slack: Agree on the reason to return and test scope with the lifecycle team ## What Refix keeps doing 1. Watch: Customer inactivity against normal return patterns 2. Explain: Why customers stopped and what has changed since 3. Prioritize: Customers with a relevant reason to return 4. Coordinate: A focused outreach test with the lifecycle owner 5. Verify: Return activity that lasts beyond the message ## Related goals - [Increase repeat purchases](https://www.refix.ai/goal/increase-repeat-purchases/llms.txt): Refix investigates repeat purchases by connecting order history with product availability, delivery experiences, and customer messages. It proposes a focused test, follows the team's rollout, and checks whether more customers return without eroding margin. - [Reduce subscription churn](https://www.refix.ai/goal/reduce-subscription-churn/llms.txt): Refix investigates subscription churn using renewal data, product usage, and cancellation feedback. It separates payment failures from decisions to leave, recommends a focused change, and checks later renewals alongside refunds and complaints. ## Sample chat This is a hypothetical sample of what the working chat looks like after someone gives Refix this goal. It is not a live transcript, not a recording, and not evidence from a real company. Use it to understand the loop, the tone, and what stays with the owner. How to read it: - You is the person who delegated the goal. - Refix is the product. - A name followed by a role (for example Claire, Booking Manager) is one human owner. There is at most one such person in the sample. - Day 0 is the moment the goal is delegated. Later days are elapsed time, not calendar dates. - Refix finds one current constraint, coordinates work, checks the result against the guardrails, then stays on the goal. ### Day 0: Goal delegated **You** (9:40 AM) Bring back grocery customers who haven't ordered in two months. Keep incentive costs low and protect unsubscribes and repeat usage. **Refix** (9:41 AM) I'll check what happened before their last order and whether there's a useful reason to return. I'll propose an audience and test. Your team approves outreach and incentives before anything goes out. ### Day 5: Opportunity detected **Refix** (11:20 AM) A group of previously regular buyers stopped after several searches with no evening delivery slots. Their neighborhoods now have reliable evening availability. The last win-back email offered a discount but didn't mention that change. I've drafted a test for contactable customers in those neighborhoods. The message explains the new delivery times, with no incentive. We'll leave a comparable group uncontacted to measure the effect. ### Day 6: Action agreed **Laura, Lifecycle Manager** (2:10 PM) Let's do it. Use neighborhoods where operations confirms the extra slots will stay available, and exclude anyone already in a win-back campaign. **Refix** (2:12 PM) I've added those exclusions and the availability check to the brief. I'll follow completed orders after your team sends it, then check for another purchase over the next month. ### Day 43: Outcome checked **Refix** (9:30 AM) More contacted customers returned than in the holdout group, and the difference persisted through a second order. Unsubscribes stayed within the agreed limit. The test used no incentives. Some returning customers still find few slots on Sundays. I'm checking whether availability on that day explains the remaining gap before recommending more outreach.