An account that has not ordered for two months may be lost, seasonal, overstocked, or simply following its usual buying cycle. Start by defining dormancy relative to the account rather than an arbitrary date.
This is a proposed workflow to configure and test with your business. It does not assume that Dots already has access to your sales systems.
Understand the missing order before proposing an offer
Define the result, the records the agent should use, and who owns the decisions. Keep the opportunity state in a shared tracker your team can inspect, with stable IDs, current sources, and the next action.
Prepare the information Dots needs
Order history
Account IDs, order intervals, products, quantities, margin, returns, and seasonality.
Relationship context
Assigned representative, buyer changes, service issues, disputes, and prior outreach.
Current assortment
Available products, changed lines, lead times, approved substitutions, and delivery coverage.
Commercial boundaries
Approved reactivation offers, credit-review process, minimum order, and contact restrictions.
Verify app access before assigning work. Configure recurring tasks explicitly. Define action permissions before sending or changing records.
If a needed connection is unavailable, use an approved export for research and draft preparation. Keep source timestamps visible and require a current system check before an action depends on price, availability, or status.
Build the agentic workflow
1. Identify plausible dormancy
Compare the account’s pattern with its past behavior and known seasonality. Label uncertain cases for review rather than declaring them lost.
2. Check for unresolved problems
Look for stock failures, returns, service complaints, or a changed buyer. Send unresolved relationship issues to the account owner before making another sales pitch.
3. Choose a relevant reason to reconnect
Prepare an update tied to a resolved problem, suitable new assortment, or the buyer’s stated need. Do not lead automatically with a discount.
4. Work the response
Capture whether the account needs different products, timing, terms, or a new contact. Prepare a next step within approved rules and escalate exceptions.
5. Verify durable reactivation
Distinguish a reply from a placed order, and a placed order from fulfilled profitable business. Check whether the account continues ordering after the initial return.
A worked example
Illustrative scenario; this is not a reported customer result.
A retailer stopped ordering after repeated stock gaps. Dots surfaces that history and a current replenishment report. The account owner confirms reliable supply before reviewing a message about the restored assortment.
A starter instruction for your dot
Identify wholesale accounts whose ordering has slowed relative to their own pattern. Check service history and existing account ownership. Prepare evidence-backed reasons to reconnect and draft relevant messages.
Do not override credit holds or offer unapproved discounts. Track fulfilled reactivation orders and subsequent repeat business.
For a repeating check, add a time, time zone, end date, and where results should arrive. Ask for confirmation that the schedule was saved. Define which exceptions deserve a notification and when the workflow should stop.
Measure the commercial result
Measure reactivated accounts, fulfilled order contribution, repeat purchasing, concessions, and representative time. Review whether an initial incentive produced a continuing relationship or only a single discounted order.
Keep the handoff clear
An unresolved dispute or credit hold is a decision for the responsible team. The agent should surface the context and route it correctly, not work around it to make the pipeline look healthier.
Begin with a small, reviewable pilot. Inspect the records and actual outcomes before expanding its scope. Give the agent enough authority to complete the agreed work, with clear ownership of exceptions.
Talk to Looski about this workflow. We can help map the data, integrations, decisions, and measurement before implementation.
Frequently asked questions
How should we define a dormant account?
Use the account’s typical ordering interval, product cycle, seasonality, and known circumstances. A single universal cutoff can misclassify healthy seasonal customers.
Should the first reactivation message include a discount?
Only when an approved offer addresses the actual situation and makes economic sense. A supply problem, contact change, or service issue may require a different response.