Return Series

How Return Series works

Nothing happens when a donor stops giving. There is no event, nothing arrives in a queue — the signal is silence, which is why this agent goes looking on a schedule instead of waiting for a trigger. It measures silence against each donor’s own rhythm, then decides whether an email or a phone call is the right response.

1. 1

   Measure silence against their own rhythm

   A monthly donor who misses three months has stopped. An annual donor at 14 months is behaving normally. A single fixed threshold gets one of those wrong, so the agent uses each donor’s own median gap between gifts.

2. 2

   Rule out the donors it must not contact

   Deceased, do-not-solicit, an open complaint, or anyone a colleague has spoken to in the last 90 days — all excluded before anything else happens.

3. 3

   Split on lifetime value

   Below the threshold, run an automated win-back. At or above it, send nothing at all and book a call instead.

4. 4

   Three touches, one ask

   Reconnect at day 0, impact at day 14, and a single gentle invitation at day 42. Two touches before any ask is deliberate.

5. 5

   Hand off, then stand down

   Escalations go to Morning Brief as tasks, and Morning Brief suppresses anyone mid-sequence so no donor is worked twice.

See Return Series in action