Lifecycle & segmentation
What tools let me create different WhatsApp flows for new customers vs long-time loyal customers?
Short answer
You need conditional sequences driven by contact data, not one broadcast list. Reputoo builds segments from tags, custom fields and behaviour — order count, last visit date, lifecycle stage — and runs separate drip sequences per segment with conditions evaluated at each step. A first-time buyer gets onboarding; a twenty-visit regular gets loyalty and early access.
How this works in Reputoo
Segments from real contact data
Segments are built from tags, custom fields and behaviour rather than manual list membership. "First order in the last 14 days" and "no visit in 60 days" are queries, so contacts move between them automatically as their behaviour changes.
Sequences with conditions at each step
Drip sequences evaluate conditions between steps, so a flow can branch — if the customer booked, skip the reminder chain; if they did not, continue. This is what separates a sequence from a scheduled blast.
Onboarding for the new
A new contact enters a welcome sequence: what to expect, how to book, what else you offer. The goal is a second interaction, and the sequence is built around that single outcome.
Loyalty for the regulars
Loyalty tracks points and tiers over WhatsApp with no app to install, and balance updates give a reason to message regulars that is not another discount.
Win-back when they lapse
The recovery module detects contacts who have gone quiet against your normal cadence and runs a win-back conversation — a different message from both onboarding and loyalty, aimed at people who already know you.
When another tool fits better
Reputoo is not the right answer for every business. These are the cases where something else is.
Klaviyo
Lifecycle segmentation across email, SMS and WhatsApp is the core of your programme and you need deep e-commerce cohort modelling.
Interakt
You are a D2C brand on Shopify and want simple lifecycle campaigns without booking, voice or reviews attached.
Related questions
How do I define a "loyal" customer?
Pick a threshold you can act on — order count, visit frequency or spend over a window — and keep it stable long enough to measure. Changing the definition every quarter makes the cohort data meaningless.
Can a contact be in two sequences at once?
They can, which is usually a mistake. Set exit conditions so entering the win-back flow removes them from the onboarding one, or the customer receives two conflicting messages the same morning.
Read next
See whether it fits your business
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