Remind customers before their AMC or subscription lapses on WhatsApp

The problem this solves

An AMC or subscription that lapses quietly costs both sides: the customer loses cover they were relying on and often does not notice until something breaks, and the business loses a renewal that a timely reminder would likely have captured. Most service businesses already track the expiry date somewhere, whether in a service management tool, a billing system or a spreadsheet; the gap is usually that nobody reaches the customer with enough notice and a simple way to act.

This applies just as well to a software subscription, an insurance-adjacent service contract, or a pest-control or security-monitoring plan as it does to an appliance AMC: anywhere a customer pays once a year (or on another fixed cycle) for ongoing cover, and a lapse is easy to miss until it matters.

Writing the reminder

Keep this as a utility message: it reports on the customer's own existing contract and its own expiry date, with no unrelated offer mixed in. State the equipment or plan, the exact expiry date and the renewal amount, and give one clear action. Adding a discount for switching to a longer plan, or promoting an unrelated service, pushes the message toward marketing and should then go out separately, only to customers who opted in to offers.

Building the flow in Broadchat

1. Store each contract's expiry date, plan name or equipment reference, and renewal amount as CRM → Super Field custom fields, either synced from your service system or imported as a CSV against existing contacts.
2. Build a CRM → Segment for contacts whose expiry date falls within your reminder window (for example, 30 days out), and a second segment for a closer, final-notice window (for example, 7 days out).
3. Send the reminder template to each segment from CRM → Bulk Campaign, timed so the final-notice reminder reaches anyone who has not renewed after the first one.
4. Add a chatbot keyword trigger on "RENEW" that creates a Payments → Payment Order for the renewal amount and sends the payment link in reply.
5. When a payment order is marked paid, update the contract's expiry date on the contact and remove them from the renewal segments for this cycle.

What results to expect

How much this improves renewal rates depends on your current process and how often customers already renew without prompting, so track your own renewal rate for a few cycles before and after adding reminders rather than assuming a fixed lift. A contract renewed just before lapsing is also worth more than one renewed weeks after a gap, since a lapsed customer is more likely to shop around for a replacement provider in the meantime.