Abandoned signup recovery

Contents

• The signal everything hangs on
• Piece 1: recovery emails in Customer.io
• Piece 2: the Pipedrive sync
• Status
• Reference IDs

The signal everything hangs on

Customer.io holds a person attribute called sign_up_completed. The Carepatron backend writes false partway through signup and true the moment the person finishes.

One measured quirk shapes the whole design: most people who complete signup pass through false on the way. Live data since go-live confirms it: 88% of people entering the dropoff journeys completed signup within the hour and exited quietly. So false on its own means "started signup", not "abandoned".

Since 7 July the backend also writes signup wizard answers onto the profile as the person moves through the steps. A dropoff now carries whatever they entered before leaving: name, phone and country after the first step; profession, practice name and team size after the second; plus the step they stopped at. People who bail in the first minute still carry only their email.

The 60 minute rule

Every part of this system waits one hour before treating someone as a dropoff. Anyone who finishes signup inside that hour exits quietly and is never emailed and never sent to sales.

Piece 1: recovery emails in Customer.io

Campaign 85, "Lost Signup - Recovery (Maddy)" re-engages genuine dropoffs with a personal note and one call to action: book a walkthrough call.

1. A person enters when sign_up_completed flips to false. They must have an email address and no bounce history.
2. 60 minute grace delay. Completers exit here.
3. Email 1 from Maddy: "I saw you started setting up Carepatron", with the booking link.
4. Four day wait.
5. Email 2: a gentle follow-up, same call to action.

People leave the journey the moment they complete signup, become a paying customer, or book a call. The conversion goal is a calendly_call_booked event within seven days. An SMS nudge is built but parked and disabled; now that many dropoffs carry a phone number it is worth revisiting.

Piece 2: the Pipedrive sync

Sales gets genuine dropoffs as Pipedrive Persons roughly an hour after they abandon. The chain has three parts:

1. Campaign 86, "Dropoff -> Pipedrive Signal" watches the same trigger and applies the same 60 minute gate. If the person still has not completed, a webhook emits a signup_abandoned event. Completers never emit one.
2. The event lands in a dedicated pipeline source (156602) connected only to the Pipedrive destination, so it cannot touch Customer.io profiles or any other tool.
3. A Pipedrive action (subscription 764125) picks the event up and creates or updates the Person, matched by email, setting the custom field "Sign up completed" to false. Since 8 July it also carries the person's real name, phone and profession when they got far enough to enter them; people who bailed straight away still appear with their email as the Person name.

What sales sees

Five to six new dropoffs a day in practice (27 in the first five days). Open the People list and use the shared filter "Signup dropoffs (incomplete sign-up)", or filter on Sign up completed = false. Know what you are looking at:

• Many Persons are named by their email address: that person left before typing their name.
• New dropoffs have no owner assigned; they land under whoever the connector authenticates as, currently Carlos.
• A few internal test signups appear in the list (obvious fake addresses). Skip them.

There is no historical backfill: the feed is forward-only from 3 July 2026.

It corrects itself

The live person sync now also carries sign_up_completed, so anyone who later completes signup and starts using the product has their Pipedrive field flipped to true automatically. Everything matches on email, so the same person is never duplicated.

Status

Part	Status
Recovery emails (campaign 85)	Live since 3 July; 26 emails sent in the first five days
Signal campaign (86)	Live since 3 July; 27 webhooks emitted, all 27 landed in Pipedrive
Pipedrive action (764125)	Live; extended 8 July to carry name, phone and profession
Person sync field flip (618448)	Live
Pipedrive filter "Signup dropoffs (incomplete sign-up)"	Created 8 July; Carlos to switch its visibility to shared so sales can use it

Historical backfill stayed off at go-live, by decision: the pre-launch backlog stays out permanently.

One known gap: some dropoffs never get an email written to Customer.io at all (they show name and phone but no email). They cannot enter the email-keyed chain, so sales never sees them. Raised with engineering.

Reference IDs

Object	Reference
Recovery email campaign	85 (grace delay 684, Email 1 action 680, Email 2 action 682, SMS 683)
Signal campaign	86 (delay 686, webhook 687, webhook template 622)
Pipeline source	156602 "Signup Abandoned Signal"
Pipedrive destination	334088
Pipedrive action	subscription 764125
Pipedrive field	"Sign up completed", key d0afd8e1d221c19a2dedd34c4e0ce3cf0ddc0189 (enum 364 = true, 365 = false)
Pipedrive filter for sales	95658 "Signup dropoffs (incomplete sign-up)"
Person sync carrying the flip	subscription 618448