> ## Documentation Index > Fetch the complete documentation index at: https://docs.servicebooked.ca/llms.txt > Use this file to discover all available pages before exploring further. # Reactivation overview > Win back past customers and dormant leads with targeted SMS / email campaigns. Reactivation is for customers and leads who've gone quiet. They booked a job last year and haven't been back. They asked for a quote three months ago and never replied. They're already in your CRM — they just need a nudge. A reactivation **campaign** is a scheduled SMS or email send to a defined audience. You build the audience (e.g., "everyone who hasn't booked in 6 months"), write the message, schedule it, and we handle the send + replies. ## Why this matters Acquiring a brand-new lead is expensive. Reactivating someone who already knows your business — past customer, old quote, lapsed lead — is essentially free. Most service businesses have hundreds of these contacts gathering dust in their CRM. ## How a campaign flows 0. **(Optional) Start from a template** — pick an industry-specific starting point that pre-fills the audience and message sequence for you. ([See the templates →](/reactivation/building-a-campaign)) 1. **Build an audience** — filter your contacts by status, last interaction, service type, or deal value. 2. **Write the message** — short, friendly, with a clear next step. 3. **Pick the channel** — SMS or email. 4. **Schedule** — send now, or pick a date / time. 5. **Preview** — see exactly what will go out, with the audience size. 6. **Activate** — send goes out, replies route to your inbox like any other conversation. ## Compliance & dedupe We're careful about not spamming customers. Built-in safety rails: * **STOP suppression** — anyone who's STOPped from your business in the past doesn't get reactivation messages, full stop. * **Quiet-hours respect** — sends respect the customer's local time zone (when we know it). No 6am wake-ups. * **Cross-campaign dedupe** — a contact in two simultaneous campaigns doesn't get two messages. * **A2P 10DLC compliance** — every SMS includes the standard "Reply STOP to opt out" footer (auto-added). ## Channels ### SMS Higher reply rate, more immediate. Best for short, time-sensitive offers ("quick check-in — anything we can help with?"). Costs voice/SMS minutes from your plan. ### Email Better for longer, more formal messages or when you don't have phone numbers. Doesn't count against SMS minutes. You can run a campaign that sends SMS to contacts with phones AND emails to contacts without — we handle the channel choice per-contact automatically. ## Replies When a contact replies to a reactivation send, it lands in your **Inbox** as a fresh conversation. The AI takes over from there using the existing conversational logic. So a reactivation message that gets a "yeah, can you swing by Tuesday?" reply turns into a booking via the AI Receptionist without you lifting a finger. ## Tracking outcomes Each campaign has a results page showing: * **Sent** — total recipients * **Replied** — how many engaged back * **Reactivated** — replies that resulted in a booking or pipeline movement (within a 7-day attribution window) * **Opt-outs** — how many STOPped So you can see "I sent to 200 dormant customers, got 23 replies, and ended up with 6 new bookings" — the kind of clear ROI math reactivation campaigns are good for. ## Cadence Don't run reactivations more than \~1x per month per audience segment. Customers stop responding when they feel pestered. Test a few approaches; find what works for your business; pick a sustainable rhythm. ## Next Step-by-step. The filter logic for picking who to send to.