# Find quiet paying accounts before they churn > List paying accounts with zero events in 14 days. Sort by ARR. Get personalized outreach drafted in one prompt. ## Agent adaptation contract - Canonical human page: https://agentry.sh/workflows/dormant-account-revival - Execution mode: on_demand - Immutable automation template: none - Applies to: b2b-saas, devtools-api - Required example events: subscription_canceled - Required Agentry resources: none declared - Do not use when: - Do not use until the example events are mapped to observed project signals, the current onboarding state is verified, and live event/property reads prove the required data is present. - Do not recommend this for products without a real revenue lifecycle or an equivalent paid-account signal. - Do not recommend this when the product has no stable account or workspace identity. - Ask before using: - Which observed events map to subscription_canceled? Is the current onboarding state verified, and do live event/property reads show non-synthetic traffic for them? This is an adaptable workflow example, not an API recipe. Map event and property names to the project's saved signal map, require status: "verified" from GET /v1/projects/:project_id/onboarding, and confirm the required signals through live event/property metadata and rows. Fetch current OpenAPI or query-blueprint details before making calls. Do not infer unattended authority from this page. ## Why this matters Paying customers who stop logging in are 60-90 days from cancellation. The CS-team folklore number is "if a paid account goes 14 days without activity, they're 4-5x more likely to churn at renewal." Saving them requires noticing within those 14 days. Almost no SaaS company does. The list-of-quiet-accounts query is doable in BigQuery if you have a data team, exists buried in Mixpanel under "RFM analysis," or requires you to install ChartMogul + connect Stripe + pay $200/mo. So nobody does it weekly. Agentry makes the question one prompt. The agent runs the query, ranks by ARR, looks at the last activity each account had, and drafts a per-account email — no template-y "we miss you" — referencing what they were actually doing. ## What you get - List of paid accounts with **0 events in last 14 days** (or your threshold), excluding canceled - Sorted by **ARR** so CS time goes to highest-impact accounts first - A draft email for the top 5, personalized to what they were last doing before going quiet ## Walk through it **You:** > List paying accounts with zero events in the last 14 days that haven't canceled. Sort by ARR. Draft me an outreach email per top-5. **Agent:** > Let me query dormant paying accounts first. ```text Endpoint: POST /v1/projects/:project_id/analytics/query Exact shape: /v1/openapi.json?path=%2Fv1%2Fprojects%2F%7Bproject_id%7D%2Fanalytics%2Fquery&method=post Custom HogQL goes in the OpenAPI-defined `query` field. Concept fields: query: "WITH paid AS (SELECT properties.account_id AS aid, argMax(properties.plan, timestamp) AS plan, argMax(properties.mrr, timestamp) AS mrr FROM events WHERE event IN ('plan_changed','seat_count_set','subscription_started') GROUP BY aid HAVING mrr > 0), canceled AS (SELECT DISTINCT properties.account_id AS aid FROM events WHERE event = 'subscription_canceled'), activity AS (SELECT properties.account_id AS aid, max(timestamp) AS last_event_ts FROM events WHERE event != '$exception' GROUP BY aid) SELECT p.aid AS account, p.plan AS plan, p.mrr AS mrr, a.last_event_ts AS last_event_ts, dateDiff('day', a.last_event_ts, now()) AS days_quiet FROM paid p LEFT JOIN activity a ON p.aid = a.aid WHERE p.aid NOT IN (SELECT aid FROM canceled) AND (a.last_event_ts < now() - INTERVAL 14 DAY OR a.last_event_ts IS NULL) ORDER BY p.mrr DESC LIMIT 20" ``` ```text { "rows": [ { "account": "megacorp", "plan": "enterprise", "mrr": 5000, "days_quiet": 18 }, { "account": "globex", "plan": "scale", "mrr": 1875, "days_quiet": 22 }, { "account": "scaleco", "plan": "scale", "mrr": 1875, "days_quiet": 15 }, { "account": "midmarket", "plan": "pro", "mrr": 750, "days_quiet": 31 }, { "account": "smallpaid", "plan": "starter", "mrr": 250, "days_quiet": 16 } ] } ``` **Agent:** > Top dormant account is megacorp — $5,000/mo, quiet for 18 days. Let me look at what they were last doing. ```text Endpoint: GET /v1/projects/:project_id/users/:distinct_id/summary Exact shape: /v1/openapi.json?path=%2Fv1%2Fprojects%2F%7Bproject_id%7D%2Fusers%2F%7Bdistinct_id%7D%2Fsummary&method=get Use query parameters, not a JSON body. Query/filter concept: windows: [ { name: "last_30d_active", from_relative: "44d ago", to_relative: "14d ago" } ] ``` ```text { "windows": { "last_30d_active": { "total_events": 4200, "by_event": { "report_generated": 88, "api_call": 3200, "dashboard_view": 640, "team_member_invited": 4 }, "top_users": [ { "distinct_id": "sarah@megacorp.com", "events": 2840 }, { "distinct_id": "engineering@megacorp.com", "events": 1100 } ] } } } ``` **Agent:** > Megacorp's primary user (Sarah) was averaging 200+ events/day on API + reports. Then silence for 18 days. Possibilities: she's on PTO, the project ended, or she left the company. Draft email: > > --- > > **To:** sarah@megacorp.com > **Subject:** Quick check-in > > Hi Sarah, > > Noticed your team's been pretty quiet on Agentry the past couple weeks — usually you and the engineering team are running 200+ API calls a day, and that's dropped to zero. Wanted to make sure nothing's blocking you (or that you haven't been away on a project). > > If there's something we can help unblock — or if you've moved to a different tool and want to talk through it — happy to jump on a call this week. > > Best, > [your CSM] > > --- > > Want me to do the same for the other four? ## The output ``` Dormant Paying Accounts (>14 days quiet, not canceled, top by ARR) ACCOUNT PLAN MRR LAST ACTIVITY PRIMARY USER megacorp enterprise $5,000 18 days ago sarah@megacorp.com globex scale $1,875 22 days ago ops@globex.co scaleco scale $1,875 15 days ago multiple midmarket pro $750 31 days ago one user — gone? smallpaid starter $250 16 days ago founder@smallpaid.io Total ARR dormant: $9,750/mo ($117k/yr at risk) DRAFT EMAILS: → megacorp (sarah@): "noticed your team's been quiet — API was 200+/day" → globex (ops@): "your monthly report cycle hasn't run yet — anything we can help with?" → scaleco: "team dispersed — would a quick 1:1 with each user help?" → midmarket: "no activity for 31d — should we pause your sub temporarily?" → smallpaid: "low-touch nudge — share new feature X" ``` ## Setting it up Same instrumentation as `account-health-score`: every event needs `account_id` and you need an MRR-or-plan signal per account. Then the SQL just composes a `paid ∩ not_canceled ∩ not_active` set. ```ts // Per-user event with account_id await fetch(`https://api.agentry.sh/v1/analytics/`, { method: "POST", headers: { "Authorization": `Bearer ${process.env.AGENTRY_SERVER_API_KEY}`, "Content-Type": "application/json", "User-Agent": "myapp/1.0", // REQUIRED — Cloudflare 403s default UAs }, body: JSON.stringify({ event: "report_generated", distinct_id: user.email, properties: { account_id: user.workspace_id, report_type: "monthly" }, }), }); // On Stripe cancellation await fetch(`https://api.agentry.sh/v1/analytics/`, { method: "POST", headers: { /* same */ "User-Agent": "myapp-stripe/1.0" }, body: JSON.stringify({ event: "subscription_canceled", distinct_id: subscription.metadata.account_id, properties: { account_id: subscription.metadata.account_id, reason: subscription.cancellation_details?.reason, }, }), }); ``` Why exclude canceled accounts? They're a different workstream (winback campaigns, not save campaigns) and would dilute the priority list. ## Variations - *"Run the same query for trial accounts — who's mid-trial and gone silent? Probably abandoning."* - *"Find accounts that were active last quarter but completely silent this quarter. Slower-burn churn."* - *"For each dormant account, also pull any support tickets from the last 30 days — context for the outreach."* - *"Weekly cron Monday 9am: post the previous week's new-dormant accounts to #cs-pulse."*