Closure

Reach customers 6-24 months lapsed, where the relationship needs rebuilding rather than nudging.

Vertical: Program · Status: ⬜ Planned Back to Program · workflows index

Who it targets

A2 inactive base, 6-24 months. Long enough that product terms, rates and the customer's own circumstances have likely changed.

Trigger

Promotion out of the Winback bucket at 6 months. Exits at 24 months into Rechurn.

Flow

select inactive 6-24m
        |
re-verify contactability and eligibility   (stale data is the norm here)
        |
segment by lapse reason where known
        |
generate reintroduction message     [Creative Agent]
        |
compliance review                   [Compliance Agent]
        |
dispatch                            [A5 dispatcher]
        |
route responders to branch

Data it needs

Needs	Have
Lapse date and reason	⬜
Current eligibility (re-scored, not cached)	⬜
Contact validity - numbers go stale over 2 years	⬜
Branch mapping for responders	⬜

Agents involved

Same three as Winback. Copy differs materially - this is a reintroduction, not a reminder.

Blocked on

CRM integration and the BTL channel layer - neither started.

Roadmap source

Page 2 - A2 Inactive -> Closure - 6m-24m — see roadmap_ref_extracted.md.

Design notes

Re-verify eligibility, never cache it. Offering a product the customer no longer qualifies for is both a bad experience and a compliance exposure.
Contact data decays badly across this window; expect meaningful bounce and budget for it rather than reading it as disinterest.