Overview
The Lapsed Sustainer automation template helps you thoughtfully follow up with recurring donors whose payments have stopped, such as after a cancellation or failed charge.
This workflow is designed to support donor care—not pressure. Messages are spaced out and can be fully reviewed and customized. No emails are sent until you choose to activate the automation.
Use this template when you want to reconnect with sustainers respectfully and give them an easy path back, if they choose.
Before You Begin
Before starting, make sure:
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You can access Workflow Automation
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You understand this workflow is for recurring donors whose payments have stopped
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You’re comfortable reviewing email content and timing
Time estimate: 5–10 minutes
Step 1: Start with the Template
Most people start on the EveryAction Home Page.
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From the left-hand menu, click
Engagement → Communication Tools → Workflow Automation -
If you don’t see Workflow Automation:
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Use Search for a page in the left-hand navigation
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Type Workflow Automation
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Select Build from a template
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Tip: Templates give you a safe starting point—you’re reviewing an existing setup, not building from scratch.
Step 2: Select the Lapsed Sustainer Template
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In the template list, choose Lapsed Sustainer
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Open the template to view the workflow steps
At this stage, you’re only reviewing the setup. No donors are contacted yet.
Step 3: Review Decision Paths
This workflow uses simple decision paths, which are rules that adjust outreach based on payment status.
As you review the steps, you’ll see how the workflow:
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Identifies sustainers with failed or canceled payments
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Waits before sending messages
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Adjusts next steps based on whether the payment issue is resolved
These built-in checks help ensure outreach is timely and appropriate.
Step 4: Customize Outreach (Optional)
You can edit the outreach to match your organization’s tone and values.
Common updates include:
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Softening language to focus on support and appreciation
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Adjusting wait periods between messages
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Confirming sender and reply-to details
Tip: If the default messages and timing feel right, it’s okay to leave them as-is.
Step 5: Run Check and Activate
When you’re ready:
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Run the workflow check to confirm everything is complete
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Activate the automation
Important: Once activated, emails may be sent to sustainers who meet the criteria. If you’re not ready yet, you can save your work and activate later.
What’s Next?
After activation, you may want to:
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Manage recurring donors to better understand sustainer status and payments
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Monitor automation results to see how donors respond
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Return to Understanding Workflow Automation Templates for a broader overview
You can pause or edit this automation at any time if your approach changes.
What else do you need help with?
If this isn’t what you were looking for, you might want to explore:
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Which Workflow Automation Template should I use?
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How do I view workflow automation performance?
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Back to Overview: Workflow Automation