Hot
Ready to buy, something is blocking them. Next: payment follow-up or cold enquiry revival within hours.
Auto-SegmentationSegments thatbuild themselves
Every conversation and every order updates who a customer is to you. You never build a list, write a filter, or maintain a rule.
Auto-segmentation sorts every contact into one of six groups — hot, warm, cool, customer, at-risk and dormant — using what they did rather than what you tagged them. A price enquiry with no reply makes someone hot. An unpaid payment link keeps them hot. A regular buyer who has passed their usual gap becomes at-risk. Segments update after every conversation and every order, and they drive which retention flow a person receives.
The six segments
Six segments, sorted by what people actually did
Warm
Interested, not ready. Next: slower nurture — useful information rather than a push.
Cool
Aware, low intent. Next: low frequency. Occasional relevant content only.
Auto-segmentationCustomer
Has bought at least once. Next: post-purchase flow, then reorder timing based on their own cycle.
At risk
Used to buy, has gone quiet. Next: win-back, led by relevance rather than discount.
Dormant
Stopped buying. Next: one low-frequency reactivation attempt, then rest.
| Segment | Who lands here | What triggers it | What happens next |
|---|---|---|---|
| Hot | Ready to buy, something is blocking them | Asked a price, got a quote, received a payment link, or abandoned a cart in the last 72 hours | Payment follow-up or cold enquiry revival within hours |
| Warm | Interested, not ready | Browsed the catalogue, asked a general question, or engaged more than once without buying | Slower nurture — useful information rather than a push |
| Cool | Aware, low intent | One conversation, no depth, no return | Low frequency. Occasional relevant content only. |
| Customer | Has bought at least once | Completed order | Post-purchase flow, then reorder timing based on their own cycle |
| At risk | Used to buy, has gone quiet | Past 1.5× their own average gap between orders | Win-back, led by relevance rather than discount |
| Dormant | Stopped buying | Past 3× their own gap, or no activity for 180 days | One low-frequency reactivation attempt, then rest |
At-risk and dormant use the customer's own average gap, not a fixed number of days. A wholesale buyer who orders every 45 days and a skincare customer who reorders every 90 are both “late” at different points.
What it watches
What it actually watches
This is what most tools miss. Segmentation built only on orders and clicks cannot tell the difference between someone who asked “what's the price for 500 units” and someone who asked “do you deliver to Pune”. The agent reads the intent in the conversation and that becomes a signal.
Recency, frequency and monetary value — the classic RFM model — computed per customer rather than per cohort, and updated with every order.
Product views, cart adds, checkout starts and abandonment, pulled from Shopify or WooCommerce where connected.
Often the strongest signal. A payment link that was opened but never paid. A quote that was read and not answered. A reorder window that has passed in silence.
By business type
It segments differently depending on what you sell
A wholesale distributor and a skincare brand need different definitions of the same word. You pick your business type at setup and the thresholds change with it.
| Business type | “Hot” means | Reorder cycle basis | Value measured as |
|---|---|---|---|
| B2B | Asked for a quotation or received a proforma invoice | Account's own order rhythm, typically 30–90 days | Account lifetime value across all contacts at that company |
| D2C brand | Abandoned a cart or viewed the same product three times | Product consumption cycle, typically 30–60 days | Customer lifetime value |
| Online store | Cart abandoned in the last 24 hours | Category replenishment norm | Customer lifetime value and average order value |
| Service business | Enquired about an appointment without booking | Service interval — visit, session or treatment cycle | Value per client per year |
| Professional practice | Booked a first consultation without returning | Recommended follow-up interval | Client lifetime value and referral value |
Questions
Questions about auto-segmentation
Yes. The six automatic segments run regardless, and you can add your own on top — by city, by product category, by order value, by any field in the customer record. Most businesses find they never need to, but the option is there.
Immediately after the event. A customer who pays moves from hot to customer the moment the payment confirms, and any flow they were in stops in the same instant.
RFM stands for recency, frequency and monetary value — how recently someone bought, how often they buy, and how much they spend. Scoring customers on those three axes is the standard way to find your best customers and your at-risk ones. We compute it per customer automatically and use it alongside conversation signals.
They sit in one primary segment, which decides their main flow, but they can carry additional tags — high value, price sensitive, bulk buyer. The frequency cap means overlapping tags never cause multiple messages in a day.
You can move a contact manually at any time and the agent will respect it. If you find yourself correcting the same pattern repeatedly, that is a signal your business type or thresholds need adjusting, and it is worth a support conversation.
Book a demoSee it run on
See it run on
your own catalogue
Send us your product list and we will set the agent up on it before the call. You will watch it answer questions about your own products, not a generic demo account.Thirty minutes. No obligation.
A demo on your products, not ours
Pick a time that works. Share a catalogue, price list or website link when you book and we load it into the agent before we speak.
- Before the call
You send a catalogue, price list or website link. We set the agent up on it.
- On the call · 30 min
You ask it the questions your customers actually ask. We show you the segments and follow-ups it would run.
- After
A written summary of what it would do for you, and what it would cost.
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Or email sandeep@3xretention.com
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OfficeBengaluru, Karnataka, India
HoursMonday to Saturday, 10am–7pm IST