Available Context & Tools

@_platform-references/org-variables.md @_platform-references/capabilities.md

Deal Reengagement Intervention

Goal

When a contact has gone dark, generate a data-driven reengagement intervention that analyzes ghosting signals, selects the optimal intervention strategy based on the relationship context, and produces a personalized message with reasoning. This is not a generic "follow-up template" -- it is a strategic intervention designed for THIS contact in THIS situation.

Why Reengagement Interventions Matter

Ghosting is the #1 silent killer of B2B deals. Research consistently shows:

71% of buyers ghost sellers at some point in the evaluation process (RAIN Group, B2B Buyer Behavior Study)
The average deal goes dark 2.7 times before closing (Gong Labs analysis of 70,000+ deals)
15-20% of "dead" deals can be reactivated with the right intervention at the right time (HubSpot Sales Benchmark)
The breakup email strategy (honest, low-pressure check-in) reengages 18% of unresponsive contacts within 48 hours (Gong)
Multi-channel reengagement (email → phone → LinkedIn) is 2.5x more effective than email-only (RAIN Group)
72 hours is the intervention window -- after a contact goes dark, you have roughly 3 days to intervene before their attention permanently shifts elsewhere (Forrester B2B Buying Study)

The difference between "following up" and "intervening" is diagnosis + strategy. Following up repeats the same failed approach. Intervening changes the approach based on what went wrong.

Required Capabilities

CRM: To fetch contact data, relationship health, communication history, and deal context

Inputs

contact_id: The contact identifier (required)
deal_id: Associated deal identifier for context (optional but recommended)
intervention_urgency: "urgent" | "normal" | "low" -- affects strategy selection (optional, default: "normal")

Data Gathering (via execute_action)

Gather comprehensive context for diagnosis:

Contact record: execute_action("get_contact", { id: contact_id }) -- name, title, email, phone, company
Relationship health: Query relationship_health_scores table:
- overall_health_score, is_ghost_risk, ghost_probability_percent
- days_since_last_contact, days_since_last_response, response_rate_percent
- communication_frequency_score, sentiment_score, meeting_pattern_score
- avg_response_time_hours, total_interactions_30_days
Communication history: Query communication_events table (last 60 days):
- All emails, calls, LinkedIn messages sent to this contact
- Response patterns: which messages got responses, which did not
- Last response date and content (if available)
Meeting history: execute_action("get_contact_meetings", { contact_id, limit: 10 })
- Last meeting date, outcome, sentiment score
- Topics discussed, commitments made
Deal context (if deal_id provided): execute_action("get_deal", { id: deal_id, include_health: true })
- Deal stage, value, close date, health score
- Other contacts engaged on the deal (multi-threading status)
Recent activity on contact: Last 5 CRM activities (notes, tasks, emails)
- Look for patterns: what has been tried already?

If data is missing, proceed with available information but note gaps in the diagnosis.

Ghosting Diagnosis Framework

Before selecting a strategy, diagnose the ghosting situation using these criteria:

Ghosting Severity Levels

Severity	Definition	Health Score Indicator	Days Since Response
Mild	Slower than usual to respond, but engagement history is strong	`is_ghost_risk: false`, score 50-70	3-7 days
Moderate	No response to 2+ messages, engagement declining	`is_ghost_risk: true`, score 30-50, ghost prob 40-60%	7-14 days
Severe	No response to 3+ multi-channel attempts, relationship at risk	`is_ghost_risk: true`, score < 30, ghost prob 60-80%	14-21 days
Critical	Complete radio silence for 3+ weeks, relationship likely dead	`is_ghost_risk: true`, score < 20, ghost prob 80%+	21+ days

Probable Cause Analysis

Ghosting rarely happens without reason. Diagnose the likely cause:

1. Overwhelmed / Busy (40% of cases)

Signals: Previous engagement was positive, response time has historically been good, recent organizational changes or busy season
Context clues: Contact mentioned being swamped, Q4 crunch time, product launch, etc.
Intervention approach: Low-pressure, value-add, explicit acknowledgment of their workload

2. Internal Deprioritization (25%)

Signals: Budget discussions stalled, project was pushed to next quarter, new priorities emerged
Context clues: Last meeting mentioned "need to check on timing", references to budget cycle or other priorities
Intervention approach: Permission-to-close, offer to revisit at a better time, seek candid feedback

3. Objection Unresolved (15%)

Signals: Engagement dropped after a specific meeting or proposal, sentiment score declined, pricing or technical questions were raised but not fully resolved
Context clues: Demo raised concerns, proposal had sticker shock, security review flagged issues
Intervention approach: Address the objection explicitly, offer technical deep-dive or reference customer

4. Competitor Won (10%)

Signals: Buyer mentioned evaluating alternatives, new requirements surfaced late, sudden radio silence after active engagement
Context clues: Competitive positioning discussions, buyer asked for feature match
Intervention approach: Honest check-in, leave door open, ask for feedback to improve

5. Champion Lost Political Support (5%)

Signals: Champion was enthusiastic but could not get internal buy-in, economic buyer never engaged, champion's role or influence is limited
Context clues: Champion said "I need to run this by my boss" repeatedly, decision delayed
Intervention approach: Escalate to economic buyer, go around, or offer executive-to-executive alignment

6. Poor Fit Realized (5%)

Signals: Buyer's use case diverged from solution capabilities, scope expanded beyond what ${company_name} offers
Context clues: Buyer kept asking "can you do X?" where X is out of scope
Intervention approach: Graceful exit, refer to partner or alternative, preserve relationship for future

Intervention Strategy Playbook

Select ONE strategy based on the diagnosis. Do not mix strategies -- it dilutes the message.

Strategy 1: Permission to Close (Best for: Internal Deprioritization)

When to use: When the silence signals timing issues, not rejection. The contact was engaged but the project lost internal priority.

Approach: Give them an easy out. Remove pressure. Paradoxically, this often re-engages by creating the fear of loss.

Message template:

Subject: [Contact Name] -- Closing Out

Hi [Contact Name],

I haven't heard back on [project/initiative], so I'm assuming the timing isn't right or priorities have shifted. I totally understand -- these things happen.

I'm going to close this out on my end. If things change down the road, I'm here and happy to reconnect.

Best,
[Your Name]

Why this works: It is honest, low-pressure, and respectful. It removes the awkwardness of ignoring emails. 15-20% respond within 48 hours to clarify or re-engage.

Channel: Email (primary). If no response in 48 hours, LinkedIn message (secondary).

Success metric: Response within 48-72 hours clarifying status or re-engaging.

Strategy 2: Value-Add / Pattern Interrupt (Best for: Overwhelmed / Busy)

When to use: When the contact is likely just swamped and your generic "checking in" emails are getting lost in the noise.

Approach: Shift from asking for their time to giving them value. Share a relevant insight, case study, article, or introduction that helps their business.

Message template:

Subject: Quick resource for [their initiative]

Hi [Contact Name],

I know you're slammed (saw the [recent company news / product launch / event]). Not asking for time -- just wanted to share something that might be useful.

[Specific valuable thing]:
- Article / case study relevant to their problem
- Introduction to someone in their industry who solved a similar challenge
- Data point or benchmark they can use internally

No response needed. If you want to discuss, my calendar is open.

Best,
[Your Name]

Why this works: It breaks the pattern of "need a response" and reframes you as helpful, not needy. It gives them a reason to reply that is not defensive.

Channel: Email (primary). If they open but do not respond, call 24 hours later referencing the email.

Success metric: Email opened + response (even a "thank you" re-opens the door).

Strategy 3: Honest Check-In (Best for: Moderate ghosting, unclear cause)

When to use: When you do not know why they stopped responding, but the relationship had been solid.

Approach: Ask directly. Be vulnerable. Acknowledge the silence without guilt-tripping.

Message template:

Subject: Real talk -- what happened?

Hi [Contact Name],

We had a good conversation going, and then things went quiet. I want to be direct: did something change on your end, or did I miss something?

If the timing is off or this isn't a priority anymore, no hard feelings -- just let me know so I'm not spinning my wheels.

If there is a concern or question I didn't address, I would love to hear it.

Best,
[Your Name]

Why this works: Vulnerability disarms. It acknowledges the elephant in the room and invites honesty. People respect directness.

Channel: Email (primary). If no response in 48 hours, call and reference the email.

Success metric: Response (positive or negative) that clarifies status.

Strategy 4: Channel Switch (Best for: Severe ghosting, email fatigue)

When to use: When email is clearly not working. They are not opening, or opening but not responding.

Approach: Switch to a different channel. Phone, LinkedIn, SMS (if appropriate), or go through a mutual connection.

Phone voicemail script:

Hi [Contact Name], [Your Name] from ${company_name}. I have sent a few emails but haven't heard back -- totally possible they are in spam or you are just buried. I will keep this short: I wanted to confirm if [project] is still on your radar or if the timing shifted. If it is off the table, no problem -- just let me know so I can close the loop. My number is [your number]. Thanks.

LinkedIn message:

Hi [Contact Name] -- I have tried reaching you via email but haven't heard back. Just want to confirm: is [project] still active, or has timing shifted? If it is off the table, no worries -- just want to make sure I'm not spamming you. Let me know either way. Thanks.

Why this works: Different channel = different inbox. Phone and LinkedIn have less noise than email. The message is short, clear, and gives them an easy way to reply.

Channel: Phone (voicemail) or LinkedIn DM. Email has failed -- do not repeat it.

Success metric: Callback or DM response within 48 hours.

Strategy 5: Go Around / Go Above (Best for: Champion lost support, single-threaded risk)

When to use: When the contact was a champion but does not have the authority or political capital to move the deal forward.

Approach: Go to a different stakeholder. Ask for an introduction. If blocked, go directly to the economic buyer or a peer.

Message template (to original contact):

Subject: Looping in [other stakeholder]

Hi [Contact Name],

I haven't heard back, which makes me think either the timing is off or there is someone else who should be looped in.

Would it make sense to include [economic buyer / technical lead / project sponsor] in the conversation? I want to make sure we are aligned with whoever is driving this decision.

Let me know -- happy to send a quick intro or set up a call.

Best,
[Your Name]

Message template (to new stakeholder, if going direct):

Subject: Following up on [project/initiative]

Hi [New Stakeholder Name],

I have been working with [Original Contact] on [project], but I have not been able to reconnect. I wanted to reach out directly to check: is [project] still moving forward, and if so, who is the best point of contact?

Happy to send over context or schedule a quick call to get aligned.

Best,
[Your Name]

Why this works: Single-threaded deals die when the thread breaks. Multi-threading saves deals. Going around is not rude if done respectfully.

Channel: Email (to original contact first). If no response, email or LinkedIn to new stakeholder.

Success metric: New stakeholder engages OR original contact responds to prevent you from going around.

Strategy 6: Soft Close / Future Nurture (Best for: Critical ghosting, likely dead)

When to use: When 3+ weeks of multi-channel silence suggests the deal is dead.

Approach: Close it out gracefully. Preserve the relationship for the future. Do not burn the bridge.

Message template:

Subject: Closing out -- staying in touch

Hi [Contact Name],

I have not heard back in a few weeks, so I am going to assume this is not a priority right now. I will close this out on my end and stop reaching out.

If things change in the future, I would love to reconnect. In the meantime, I will send occasional updates on [relevant topic] -- let me know if you would rather I don't.

Best of luck with [their initiative / company goal].

Best,
[Your Name]

Why this works: It is graceful. It acknowledges reality. It leaves the door open without pressure. Some contacts come back 3-6 months later.

Channel: Email (final message). Add to long-term nurture sequence.

Success metric: No expectation of immediate response. Relationship preserved for future reactivation.

Strategy Selection Logic

Use this decision tree to select the optimal strategy:

Check ghosting severity (from relationship_health_scores):
- Mild (3-7 days) → Value-Add or Honest Check-In
- Moderate (7-14 days) → Permission to Close or Honest Check-In
- Severe (14-21 days) → Channel Switch or Go Around
- Critical (21+ days) → Soft Close
Check probable cause (from diagnosis):
- Overwhelmed → Value-Add
- Deprioritized → Permission to Close
- Objection → Honest Check-In (address objection in message)
- Competitor → Permission to Close or Honest Check-In
- Lost support → Go Around
- Poor fit → Soft Close
Check intervention urgency:
- Urgent (deal closing soon, high value) → Channel Switch or Go Around
- Normal → Permission to Close or Honest Check-In
- Low → Value-Add or Soft Close
Check past attempts (from communication history):
- 0-1 attempts → Honest Check-In or Value-Add
- 2-3 attempts → Permission to Close or Channel Switch
- 4+ attempts → Soft Close or Go Around

Message Personalization Rules

The selected strategy provides a template. Personalize it with:

Contact's name and title (obvious but critical)
Last meaningful interaction -- reference the last meeting, call, or email that got a response. "After our demo on Feb 10..." not "I haven't heard from you."
Specific project or initiative name -- "the data platform evaluation" not "our conversation"
Company or industry context -- "I saw [company] launched [product]" or "given the [industry trend]"
Why now -- why are you reaching out today? Time-based ("it has been 2 weeks"), deal-based ("your close date is approaching"), or value-based ("I came across something relevant")

Avoid:

"Just checking in" (meaningless filler)
"Circling back" (annoying cliche)
Guilt-tripping: "I have sent you 5 emails" (defensive, not helpful)
Generic value props: "We help companies save time" (they know this already)

Output Contract

Return a SkillResult with:

data.ghosting_diagnosis: object
- severity: "mild" | "moderate" | "severe" | "critical"
- probable_cause: "overwhelmed" | "deprioritized" | "objection" | "competitor" | "lost_support" | "poor_fit"
- confidence: "high" | "medium" | "low" (based on signal strength)
- supporting_signals: string[] (specific evidence from relationship_health_scores and communication_events)
- days_since_last_response: number
- ghost_probability_percent: number (from relationship_health_scores)
- previous_response_rate: number (historical baseline)
data.intervention_strategy: object
- strategy_name: "permission_to_close" | "value_add" | "honest_checkin" | "channel_switch" | "go_around" | "soft_close"
- reasoning: string (why this strategy for THIS contact)
- primary_channel: "email" | "phone" | "linkedin" | "in_person"
- secondary_channel: string | null (fallback if primary fails)
- timing_recommendation: "immediate" | "wait_24h" | "wait_48h" (when to send)
- success_probability: number (0-100, estimated based on strategy and severity)
- escalation_trigger: string (when to switch to next strategy, e.g., "no response in 48 hours")
data.message: object
- subject: string (email subject line)
- body: string (personalized message body)
- tone: "professional" | "casual" | "direct" | "vulnerable"
- call_to_action: string | null (what you are asking them to do, if anything)
- alternative_version: string (optional second version with different tone or framing)
data.success_metrics: object
- primary_metric: string (e.g., "Response within 48 hours")
- secondary_metric: string (e.g., "Email opened")
- failure_threshold: string (e.g., "No response or open after 72 hours")
- next_action_if_fails: string (what to do if this intervention does not work)

Quality Checklist

Before returning the intervention, verify:

Error Handling

No relationship health data

Calculate ghosting severity manually from communication_events: days since last response, number of unanswered messages. Note: "Relationship health data unavailable -- severity assessment based on activity log."

No communication history

Cannot diagnose cause without history. Default to "Honest Check-In" strategy. Note: "Communication history incomplete -- recommend updating CRM logs for better intervention design."

Contact has responded recently (false ghost)

If days_since_last_response < 3, flag this: "Contact responded [X] days ago. No intervention needed at this time. Monitor for 7 days before intervening."

Deal is closed-lost

If associated deal is marked closed-lost, ask: "Deal is marked closed-lost. Are you attempting to reactivate the deal, or is this a relationship-building outreach for future opportunities?" Adjust strategy accordingly.

Contact left company

Check LinkedIn or company website if possible. If confirmed: "Contact is no longer at [company]. Recommend identifying their replacement or reaching out to a different stakeholder. Intervention strategy: Go Around."

Multiple people ghosting on same deal

This is a systemic deal issue, not a contact issue. Recommend: "Multiple contacts on this deal are unresponsive. This suggests the deal is deprioritized or lost. Recommend a deal-level diagnosis (deal-rescue-plan skill) before intervening on individual contacts."

Tone and Presentation

Be diagnostic first, prescriptive second. Explain WHY this strategy, not just WHAT to say.
Message tone should feel natural, not robotic. Read it out loud -- if it sounds stiff, revise.
Avoid sales cliches. "Checking in" and "circling back" are banned phrases.
Be honest about probability. If the ghost is severe and success probability is low, say so: "This is a long-shot reactivation -- the relationship health data suggests the deal is likely dead. The Soft Close strategy preserves goodwill for future opportunities."
Personalization is non-negotiable. A generic template is worse than no message at all.