Documentation — Rekindle

Rekindle Documentation

Rekindle helps small businesses win back lapsed customers using AI-drafted messages, RFM scoring, and multi-channel delivery (email + WhatsApp). This guide covers everything from uploading your first customer list to connecting Zapier for automated syncing with your POS or e-commerce platform.

Need help? support@rekindle.business

Account Setup

Sign up at rekindle.business/signup. All new accounts start with a 30-day free trial on the Starter plan — no credit card required.

After signing up, complete your business profile in Settings:

Business name & industry — used to personalise AI-drafted messages
Contact email — shown in the "From" field of outbound emails
Average customer spend — used to estimate revenue recovered from win-backs
Review URL — included in messages to satisfied returning customers

Uploading Customers

Go to Customers → Upload and drag and drop a CSV or spreadsheet export from your POS, accounting tool, or CRM. Any column names work — Rekindle will ask you to confirm the mapping before importing.

Column mapping

After selecting your file, a mapping step shows each column from your file alongside sample values. Rekindle pre-fills guesses based on common column name patterns. Confirm or override each mapping, then click Import.

Rekindle field	Common column names recognised
Customer name	Name, Client Name, Customer, Full Name, Contact
Email	Email, Email Address, E-mail, Contact Email
Phone	Phone, Mobile, Cell, Phone Number, WhatsApp Number
Last purchase date	Last Purchase, Last Order, Last Visit, Last Sale Date
Total spent	Total Spent, Revenue, Lifetime Value, Total Sales, Amount
Purchase count	Orders, Purchases, Visits, Transactions, Order Count

💡 The Import button stays disabled until at least a name and an email or phone column are mapped. All other columns are optional.

Single customer entry

Switch to the Add single customer tab to add one customer at a time — useful for walk-in customers or quick manual entries.

CSV templates

Download a pre-formatted template from the Upload page to see the expected columns. Most POS and accounting exports (Vend, Square, QuickBooks, Xero, Sage) map automatically without any changes.

Understanding Customer Scores

Every customer receives an engagement score from 0–100 based on three factors from their purchase history:

Factor	What it measures
Recency (R)	How recently they last made a purchase
Frequency (F)	How often they buy relative to your other customers
Monetary (M)	How much they spend relative to your other customers

Status	What it means	What to do
Active ✅	Buying regularly — healthy relationship	Keep them engaged with occasional check-ins
At Risk ⚠️	Engagement slipping — haven't bought recently	Send a win-back message soon
Lapsed 😴	Gone quiet — no purchase in a while	A personalised offer or reminder works well
Lost 🚨	Extended absence — needs immediate attention	Win-back message recommended now

ℹ️ Scores update every time you upload a spreadsheet, sync from Google Sheets, or push an update via Zapier. The Outreach view always reflects the most recently uploaded data.

Sending Messages

Rekindle drafts messages using AI — you always review and approve before anything is sent. No message is ever sent automatically.

Single send

Click Draft message next to any customer. Rekindle generates a personalised email or WhatsApp message based on the customer's history and your business type. Edit the subject, body, or tone if needed, then click Send.

Bulk send Starter+

Select multiple customers using the checkboxes in Outreach, then click Bulk message. Rekindle drafts individual messages for each customer. Review each draft before confirming the batch send.

Scheduled send Starter+

When reviewing a draft, choose a future date and time to schedule delivery. Scheduled messages are sent daily at 9:00 AM UTC.

Message history

Every sent message is logged under History. Email delivery events (delivered, opened, clicked, bounced) are tracked automatically via Resend webhooks. WhatsApp delivery receipts (delivered, read) are tracked via Meta webhooks.

Google Sheets Sync Growth+

Connect a Google Sheet to keep your customer list automatically up to date without re-uploading a spreadsheet each time.

Go to Settings → Google Sheets
Click Connect Google Sheets and authorise Rekindle
Paste the URL of the sheet containing your customer data
Rekindle syncs automatically once per day. Click Sync now for an immediate refresh.

💡 Your sheet needs at least a name column and an email or phone column. Column names are auto-detected using the same logic as CSV upload — no reformatting needed.

ℹ️ Win-back attribution runs after every sync. If a previously lapsed customer appears with a recent purchase date after a Rekindle message was sent, they are automatically counted as returned and revenue recovered is updated.

WhatsApp Starter+

Rekindle uses a bring your own account (BYOA) model. You connect your existing Meta Business WhatsApp number — Rekindle never charges for WhatsApp message delivery.

Go to Settings → WhatsApp
Click Connect WhatsApp and follow the Meta Embedded Signup flow
Select your WhatsApp Business phone number
Once connected, the channel selector in message drafting will include WhatsApp

⚠️ Phone numbers must include the international country code (e.g. +27821234567 not 0821234567). Rekindle validates format before sending and shows a clear error if the country code is missing.

WhatsApp access tokens expire every 60 days. Rekindle automatically refreshes your token via a daily cron job — you will receive an email warning if the refresh fails.

Zapier Integration Scale

Connect Rekindle to 6,000+ apps via Zapier — no code required. Use Zapier to automatically push customers from your POS, e-commerce platform, or CRM into Rekindle, and to receive alerts in Slack, email, or any other tool when a customer needs attention.

Getting your API key

Go to Settings → Zapier & Integrations
Click Generate API key
Copy the key immediately — it is shown only once and cannot be retrieved again
In Zapier, search for Rekindle, click Connect, and paste the key

⚠️ If you lose your API key, generate a new one from Settings. This immediately invalidates the old key and any Zaps using it will need to be reconnected with the new key.

Available triggers

Trigger	When it fires
Customer Needs Attention	A customer's status changes to At Risk, Lapsed, or Lost — Zapier polls every ~15 min
Customer Returned	A customer is attributed as returned (won back) after a Rekindle message

Available actions

Action	What it does
Update or Add Customer	Creates or updates a customer record and re-scores them immediately. Detects win-back attribution automatically.
Find Customer	Looks up an existing customer by email address. Use as a Search step before Update or Add.

Example Zaps

Shopify new order → Rekindle "Update or Add Customer" — keeps scores current after every purchase
Square sale → Rekindle "Update or Add Customer"
Rekindle "Customer Needs Attention" → Send Slack alert to owner
Rekindle "Customer Returned" → Mark as won in your CRM

API Reference

Full endpoint documentation, request/response schemas, and error codes for the Zapier integration.

View API docs →

Plans Overview

Feature	Starter	Growth	Scale
Monthly price (ZAR)	R399	R899	R2,699
Customers	150	1,500	Unlimited
AI messages/month	100	500	Unlimited
Email	✅	✅	✅
WhatsApp (BYOA)	✅	✅	✅
Bulk & scheduled send	✅	✅	✅
Google Sheets sync	❌	✅	✅
Insights & score trends	❌	✅	✅
Custom email domain	❌	✅	✅
Remove Rekindle branding	❌	✅	✅
Zapier integration + API	❌	❌	✅

Pricing is displayed in your local currency at checkout. Billing is processed via Paystack.

Free Trial

All new accounts start with a 30-day free trial on the Starter plan. No credit card is required to start.

Period	What happens
Days 1–30	Full Starter plan access — no restrictions
Days 30–60 (grace period)	Read-only mode: view data, export, delete customers. Sending and uploading paused until you subscribe.
Day 60	Account and all data are permanently deleted.

Subscribe anytime from Settings → Billing. Subscribing during the grace period immediately restores full access with no data loss.

💡 If you win back even one customer during the 30-day trial, Rekindle has already paid for itself. Most businesses see their first return within the first two weeks.

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