MT4/MT5 Dormant Client Reactivation Workflow Map

Decide which signal defines dormant when they disagree: last closed trade or last login

A trader who logs in weekly to watch charts but hasn't traded in a year is dormant by one rule and active by the other. Most retention teams use last closed trade for the call list and last login only for segmentation.

Set separate thresholds for funded and zero-balance accounts

A funded account with no trades for 60 days is a different call from an empty one that went quiet 400 days ago. Two thresholds, two lists.

Funded: ____ days. Zero balance: ____ days

Exclude archived accounts unless your CRM still holds a live contact for them

MT4 and MT5 both move inactive accounts to an archive after a configurable period. Archived logins often have no reachable phone, so pull them only where the CRM record is complete.

Write the exclusion list by group name: demo, IB test, staff, partner and any other group that doesn't belong in a retention call

Excluded groups: ____

Record the dormancy definition and the date you set it, so the reactivation rate you measure later means something

Defined by: ____ on ____

Choose the export route: Manager API pull, scheduled admin report export, or your CRM's existing platform sync

If the CRM already mirrors the platform through a bridge or plugin, use that copy and check its lag. A sync that runs nightly is fine for a monthly campaign. A copy that last refreshed in spring is not.

Route: ____ Refresh: ____

Use a read-only manager login with report rights only, and log every export run

A retention export never needs trading, balance or group-edit rights. Ask the platform admin for a dedicated login and review its rights every quarter.

Pull one row per login, then collapse to one row per client in the next step

Traders open several accounts. Calling the same person three times because they have three logins is the fastest way to a complaint.

Export closed-trade history as a per-login latest close time, not the full order table

The full history for a mid-size broker runs to millions of rows. The workflow only needs the latest close time and, optionally, the trade count in the last ____ days.

Time the export for the same day each month, after the platform's end-of-day rollover

Export day: ____ Time (server): ____

Store the export with a run ID and row count, so a list that shrinks or doubles is caught before it's dialed

Expected rows: ____ to ____

Join on login to client ID, then keep the most recently active login per client as the account the agent talks about

The agent should reference the account the trader remembers, not the one opened by accident in 2022.

Set the join failure rule: a platform login with no CRM match goes to a review list, never to the dialer

Compare the platform name with the CRM name and flag mismatches for a human check

A mismatch usually means a merged client, a corporate account or an IB sub-account. None of those should get a standard reactivation call.

Copy the trader's own numbers onto the record: last deposit amount, current balance, time since last trade

The call opens with facts the trader recognises. Those facts come from the platform export and need to be on the CRM record before the list goes to the campaign.

Record the join yield every run

Platform rows ____, matched ____, parked ____

Remove clients with no marketing consent on file for the calling jurisdiction, and anyone with an internal do-not-call flag

Under GDPR and the UK regime a dormant client is still a data subject with a right to object. In the US, TCPA and the TSR govern automated and telemarketing calls, and national and state DNC registries apply. Confirm with your compliance officer or counsel which basis you rely on for each country.

Reason code: NO_CONSENT

Screen every number against the relevant national and state DNC registries where you call

Reason code: DNC_REGISTRY

Remove accounts with an open complaint, chargeback, dispute or fraud flag, and anyone under a regulatory hold

Reason code: OPEN_ISSUE

Remove clients contacted by any channel in the last ____ days, unless this campaign is the follow-up to that contact

Reason code: RECENT_CONTACT

Remove IB-owned clients unless the IB has agreed to the campaign in writing

IB agreements often restrict direct contact with referred clients. Check the agreement as well as the CRM flag.

Reason code: IB_EXCLUDED

Remove clients in any country where you don't hold an approved disclosure script and calling hours

Reason code: NO_SCRIPT

Cap the run at the volume your handoff team can absorb, and hold the remainder for next week

Max per run: ____

Log the count and reason code for every removal, and keep the parked rows for the next run

Signed off by: ____

Assign every joined row to exactly one segment, and put the priority order in writing so overlaps resolve the same way each run

Order: ____

Add language and country to each list so the campaign runs the right script and calling hours per list

Topcalls agents speak 32 languages, but a list with mixed languages still needs the language on each row.

Set a per-segment attempt cap and cadence, then hand the cadence to the call cadence template

Attempts: ____ over ____ days

Hold back a control group per segment that gets no call

Without a control you can't tell reactivation from seasonal noise. Pick a share you can defend and keep it the same across runs.

Control: ____ %

Name the offer, if any, per segment, and get compliance sign-off on it before the list goes live

Bonuses and deposit incentives sit under FCA financial promotion rules in the UK and MiFID II inducement rules in the EU. Any offer is a review item, not a script default. Confirm with your compliance officer.

Open with the account facts: the platform, roughly how long since the last trade, and that the balance is still there if it is

Naming MT4 or MT5 and a real date signals the call is from the broker, not a scam, which is what a dormant trader assumes first.

Disclose that the call is automated or AI-assisted in the first sentence where the jurisdiction requires it, and announce recording

See the AI call disclosure checklist for wording by region. Confirm with your compliance officer.

Give the agent one question per segment and one next step, not a menu

The funded-quiet segment asks what stopped them trading. The withdrawn segment asks what would bring them back. Each answer maps to one outcome code.

Forbid three things in every script: quoting expected returns, pressuring a deposit, and discussing another client's results

These are the phrases that turn a service call into a financial promotion. Have compliance read the script with that lens.

Transfer live when the trader asks for a person, mentions a loss dispute, or asks about regulation

Transfer number: ____ Hours: ____

Set the maximum call length per segment before launch

At $0.35 per minute all-inclusive, a six-minute call costs $2.10. Your own reactivated-account value decides how many minutes a list is worth.

Max minutes: ____

Write outcomes through your CRM's native connector or a webhook, not a spreadsheet upload

Topcalls pushes outcomes, transcripts and recordings to the CRM through Integrations, which connects to 5,000+ tools. A webhook per outcome works where there's no native connector.

Map every outcome code to a CRM picklist value before the first call, and reject unmapped codes at the integration layer

Suppress DO_NOT_CALL in both the CRM and the campaign list, because the campaign may dial again before the CRM sync runs

Run the platform export nightly during the campaign window, so logins, deposits and trades after each call are attributed within a day

Attribution needs the call date on the CRM record and the platform event date on the same client. The join from step 3 does the rest.

Attribution window: ____ days

Give the retention desk a view filtered to HANDOFF and BLOCKER_NAMED, sorted by balance, refreshed on every sync

Send a test batch of five calls through the full loop and check every field landed before scaling the list

Test batch checked by: ____

Count a reactivation only on a platform event: a login, a deposit or a closed trade, never on an outcome code

Intent is what the trader said. Reactivation is what the platform recorded. Report both, and pay attention to the second.

Subtract the control group's rate from the called group's rate before you call the difference a lift

Take the BLOCKER_NAMED reasons to the weekly product and payments meeting

If the same reason tops the list three runs in a row, the fix is in the platform or the cashier, not in the script.

Recycle NOT_NOW and NO_ANSWER rows into the next run with their attempt history, and drop anyone who has hit the cap

Re-check the dormancy definition after the first three runs

If most reactivations come from the 60 to 120 day band, tighten the threshold so the list reaches traders earlier.

Next review date: ____