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The Retainer

The Retainer follows up with past customers automatically. It works out when someone is likely to need a refill, sends a reminder at the right moment, and lets them reorder without leaving the chat.

Your team doesn’t have to remember any of it.

How it works

Section titled “How it works”
  1. A customer orders, through WhatsApp or one of your connected stores
  2. ChatAgent records the purchase and works out a reorder window
  3. The Retainer sends a personalized reminder at the right time
  4. The customer can reorder right there in the conversation

Setting it up

Section titled “Setting it up”

Go to AI Settings → Repeat Orders.

Reorder timing

Section titled “Reorder timing”

How long after a purchase should the reminder go out? It depends entirely on how fast the product gets used:

Product type Typical window
Consumables — food, supplements 21 to 30 days
Beauty and skincare 30 to 45 days
Household essentials 45 to 60 days
Fashion and accessories 60 to 90 days
Electronics and accessories 90 days or more

Message templates

Section titled “Message templates”

Different reminders for different moments.

First nudge:

Hey {{customer_name}},


It's been {{days_since_order}} days since your last order.
Need to restock {{product_name}}?


Reply YES to reorder, or LATER to snooze this.

Second try, with a reason to act:

Hi {{customer_name}}, you might be running low on {{product_name}}.


Here's 5% off if you reorder this week:
Code RESTOCK5


Reply SHOP to browse.

Win-back:

We miss you, {{customer_name}}.


It's been a while. Here's 10% off to welcome you back:
Code WELCOME10


Reply SHOP to start.

Which products trigger reminders

Section titled “Which products trigger reminders”
  • All products — every purchase gets a follow-up
  • Specific categories — only things people actually reorder
  • Manual selection — pick products one by one
  • Minimum order value — only remind on orders above a threshold

Reminding someone about a one-off purchase they’ll never repeat is a good way to get blocked.

Frequency caps

Section titled “Frequency caps”
  • Maximum reminders — how many follow-ups per customer, three by default
  • Minimum gap — days between reminders, seven by default
  • Respect opt-outs — if someone says stop or later, that’s the end of it

Measuring it

Section titled “Measuring it”

Check Analytics → Repeat Orders:

  • Reminders sent
  • Reorder rate, or how many reminders turn into a sale
  • Revenue driven by The Retainer
  • Average days to reorder
  • Opt-out rate

Getting better results

Section titled “Getting better results”

Segment by product type. A skincare reorder window has nothing in common with a phone case.

Test your messages. Different tones, different incentives, different timing.

Don’t over-message. Respect the caps or people will block the number.

Let The Closer handle the replies. When someone responds to a reminder, the conversation continues normally.

Where to go next

Section titled “Where to go next”