Self-study reactivation cadence, channels, and reset behavior

DEC-0009 - Self-study reactivation cadence, channels, and reset behavior

Context

Need a structured recovery strategy for inactive self-study users.

Decision

Stage-based one-time reminders:

• stage 1: lost streak
• stage 2: 1 week inactive
• stage 3: 1 month inactive
• stage 4: 1 year dormant

Long-term reminder:

• if user remains inactive, send recurring reminder every 3 months.

Channels (default in V2):

• email
• web push notification
• Zalo message

Other rules:

• user can enable/disable channels in settings,
• diversified CTA (explore new, quick practice, start now),
• streak-loss content can include lightweight recap,
• 1-week+ inactivity favors new/trending exercises,
• if user crosses multiple inactivity milestones before first delivery, send only the highest reached stage,
• inactivity counters are evaluated by user local timezone day boundary,
• trend source prioritizes newly published exercises within the user’s program,
• if program mapping is missing, fallback to last practiced skill trend,
• if last practiced skill trend is unavailable, fallback to global trending exercise bank,
• freshly published window default is 30 days and configurable by admin,
• admin can manually pin/select exercises for campaign templates,
• cap reminders during inactive period to max 1/day per channel,
• multi-channel delivery is sent simultaneously,
• failed delivery should retry,
• 1-year inactive message should stay simple and focus on returning to practice,
• stage templates should maintain 3-4 variants and rotate randomly,
• reminder template owner/approver role is marketer.
• if no marketer-approved template is available at send time, system uses default safe fallback template.

Recurring cycle behavior:

• recurring 3-month reminders continue while user remains inactive,
• user can stop each channel independently via settings/unsubscribe,
• email unsubscribe stops only email channel (does not stop push/Zalo).

Reset rule:

• once user returns and completes one exercise, reactivation chain resets immediately and new streak begins.
• if user returns from any channel reminder, pending sends/retries for the current cycle are canceled across channels.

Default execution policies (applied for unspecified parameters):

• retry limit: 3 attempts per failed channel delivery.
• retry schedule: exponential backoff at +5m, +30m, +2h.
• quiet-hours policy: do not send during 22:00-07:00 in user’s local timezone.
• if initial send or retry falls during quiet hours, queue delivery at next 08:00 local time.