What it does
- Mark inactive with a reason. When a client stops having cleans done, mark them inactive and pick a reason (moved away, too expensive, using a competitor…). They move into the Win-back pipeline.
- Warm vs Cold. The pipeline splits your inactive and lost clients automatically: Warm = they've had at least one clean before (your best odds of winning back), Cold = they never had a clean done.
- Blacklist. Flag a contact you don't want to deal with again, with a reason. They're excluded from follow-ups and reminders and show a clear red banner on their page.
On Pro, marking a client inactive also auto-schedules a win-back follow-up (about a month out) so they resurface in your follow-up queue. On the free plan you re-engage them from the pipeline whenever you like.
Where to find it
- The pipeline: Header → Clients → Win-back (
/dashboard/win-back). - Mark inactive / blacklist: open a client → the ⋯ (more) button next to Add job.
Step by step
Mark a client inactive
- Open the client's page.
- Click ⋯ → Mark inactive….
- Choose a reason and add an optional note (e.g. "moving in March, may return").
- Click Mark inactive. They move to the Win-back pipeline, and their reason shows on their page under Why inactive.
Work the Win-back pipeline
- Go to Clients → Win-back.
- Browse the Warm and Cold columns. Each card shows the client, their reason, when they lapsed, and (for Warm) when their last clean was and how many they've had.
- Click a card to open the client and Log interaction or set a follow-up to re-engage them. Win them back by moving their status back to Active client (which clears the inactive markers).
Blacklist a client
- Open the client → ⋯ → Blacklist….
- Add a reason and confirm.
- Their page shows a red Blacklisted banner, and they're left out of follow-ups and reminders.
Remove from the blacklist
On the client's page, click Remove in the red banner. They go back to normal.
What each screen shows
- Win-back pipeline: two columns — Warm (flame) and Cold (snowflake) — each with a count and a card per client. Below, a Blacklisted panel lists flagged contacts with their reason.
- Contact page: a red Blacklisted banner (when flagged), a Why inactive detail row (when inactive), and the ⋯ menu with Mark inactive / Blacklist.
Tips & good to know
- Warm/Cold is automatic — it's based on whether the client has ever had a completed clean, so you don't set it by hand.
- Use the reason consistently — over time it tells you why clients leave (price, competitors, moving) so you can fix what's losing you work.
- Reactivating a client (setting them back to Active) clears the inactive reason but keeps their history and timeline.
- Blacklisting is separate from the pipeline — a blacklisted client is hidden from chasing regardless of their status.
Troubleshooting
- A client isn't in the pipeline: the pipeline shows contacts whose status is Inactive or Lost and who aren't blacklisted. Mark them inactive first.
- They're still getting follow-up emails: make sure they're blacklisted (or have no follow-up date) — blacklisted contacts are excluded from the digest and reminders.
Related guides
- Follow-ups — the due/overdue chase queue (which excludes blacklisted contacts).
- Pipeline board — moving contacts through lead → client.
- Contacts & Contact detail — the client record and its actions.