How do I run my first WhatsApp win-back campaign in Singapore or Malaysia?

This guide takes a Singapore or Malaysia venue from no WhatsApp setup to a first win-back campaign sent to the regulars PEKO flags as drifting. Each step says what to do, why, how long it takes, where to click in PEKO and the mistake to avoid. The consent rules are summarised as plain facts with official sources, not legal advice.

Step 1: Use a dedicated WhatsApp Business number

What to do: pick a business line for guest messages, not the owner's personal number. Why: guests will reply to it, and it has to stay with the venue. Time: about 10 minutes if you already have one. In PEKO: nothing yet. Common mistake: using a personal number that leaves with a staff member.

Step 2: Add the WhatsApp Business channel to PEKO

What to do: add the WhatsApp Business add-on (S$399 a year in Singapore, RM999 a year in Malaysia) and connect your number. WhatsApp template message costs are billed at cost with no markup, on top of the add-on. Why: win-back needs the app your guests read. Time: about 10 minutes. In PEKO: add the WhatsApp Business channel to your plan, then connect your business number. Common mistake: budgeting for the add-on but not for the per-message costs Meta sets by country.

Step 3: Confirm who agreed to marketing messages

What to do: send win-back messages only to members who agreed to hear from you. In Singapore, the PDPA requires consent for the purpose you collect data for, and the Do Not Call rules cover marketing messages to Singapore phone numbers: check the number against the Do Not Call Registry unless the person gave clear and unambiguous consent in written or other accessible form, and identify yourself in the message. In Malaysia, the PDPA 2010 requires consent and a notice in the national language and English, and a person can ask in writing that you stop using their data for direct marketing. Why: these rules apply to marketing messages. Time: about 15 minutes. In PEKO: check your join page wording before you send. Common mistake: treating a points sign-up as consent to every kind of message.

Step 4: Let PEKO flag the regulars who are drifting

What to do: wait for about 14 days of visit data, then open the list of regulars PEKO flags as drifting. Why: the churn prediction needs roughly 14 days of history; until then points, vouchers and rule-based messages run as normal. Time: two weeks of trading, then a few minutes. In PEKO: AI Agent, ask who has stopped coming. Common mistake: messaging everyone instead of the guests who are actually drifting.

Step 5: Choose one simple offer

What to do: pick one offer worth a return visit, with an end date, such as a free drink or a small discount on the next bill. Why: one clear reason to come back is easier to act on than a menu of deals. Time: about 5 minutes. In PEKO: describe the offer to the AI Agent in one sentence. Common mistake: an offer so large it costs more than the visit is worth.

Step 6: Let the AI Agent draft the message

What to do: ask the AI Agent for a short, personal win-back message to the flagged group. Business-initiated WhatsApp messages are sent as message templates that Meta reviews, so keep the wording plain. Why: a short, friendly message reads like the venue, not a broadcast. Time: about 5 minutes. In PEKO: AI Agent, describe the campaign, then read the draft. Common mistake: long messages with several offers and links.

Step 7: Review and approve

What to do: check the recipients, the offer and the wording, then click Approve. Nothing sends until you do. Why: you stay in control of who receives each message. Time: about 5 minutes. In PEKO: review the draft, then Approve. Common mistake: approving without checking the end date of the offer.

Step 8: Measure who came back, then repeat

What to do: after two to four weeks, look at which flagged guests returned and redeemed the offer, then run the next campaign for the next group PEKO flags. Why: small, regular campaigns to the right guests beat one big blast. Time: about 10 minutes a week. In PEKO: AI Agent, ask who returned after the campaign. Common mistake: judging the campaign on day two.

Launch-day checklist

Dedicated business number connected. Consent wording checked against the rules for your market. Flagged group reviewed. One offer with an end date. Draft read and approved.

Your first 30 days

Days 1 to 14: points and vouchers run while visit data builds up. Around day 14: PEKO starts flagging drifting regulars. Weeks 3 to 4: approve the first win-back to the flagged group and note who returns.