Intercom on Customer Engagement

Inactive or disengaged users
These are the users who have not used your product in a meaningful way for a certain amount of time. This is entirely natural for most SaaS businesses. People get curious, kick the tires, shrug their shoulders and leave without saying goodbye.
These users should be handled delicately. They probably remember your name and have a vague idea what your product does, but their impressions are likely out-of-date, and you’ve (hopefully) improved a lot since they last saw you. You need to focus on what your product can do for them, what news you have and why they should check up on you again. False assumptions or false familiarity here is a guaranteed fast track to the trash folder

You can take this further: your disengaged users aren’t all the same either. Some were once power users, while others were using your product for only a few days. Some added their team, some never finished onboarding. Segment accordingly and the effectiveness of your messages will improve

Engaged users are your regular customers. They’re loyal and depend on or enjoy your product often, so treat them accordingly. Don’t sell them a product they’ve already bought. Don’t promote features they’ve already used. Don’t pitch them things they can’t use. Instead, focus on things you think they should try, know or master