Retention

GrowthPhase 2

Lead: Retention Orchestrator Agent

10 agents10 planned

Linear: HB-RETE

53 permissions (13 write)Orchestrator-Workers+ Evaluator-Optimizer

Architecture Pattern

Retention Orchestrator identifies at-risk players and delegates to specialist workers (bonus, CRM, cashback, crypto education). Campaigns use evaluator-optimizer loops for A/B testing.

Evaluation

5 metrics defined

Error Handling

4 scenarios covered

Self-Improvement

4 human checkpoints

Phase 2: Core Operations

Core Operations. Retention directly impacts LTV and revenue. Depends on Phase 1 player intelligence, risk data, and rewards infrastructure.

Tools

Customer.ioBack Office APIPostHogLinear

Goals

Reduce churnMaximize player lifetime valueAutomate bonusing & cashbackLifecycle retention flowsSurface product issues from PostHogConvert card depositors to cryptoMake fiat users profitable

Agent Sizing Rationale

10 agents: 1 orchestrator + 3 retention strategy (odd for intervention voting) + 2 bonusing/cashback + 1 lifecycle CRM + 1 PostHog monitor + 2 fiat-to-crypto conversion. Marketing owns acquisition CRM; Retention owns lifecycle CRM for existing players.

Retention Strategy (3-agent voting panel)

AgentDescriptionComplexityRolesStatusActions

Retention Campaign AgentDesigns organic retention strategies — re-engagement campaigns, win-back flows, lapsed player outreach, and activity-based triggers. Targets players based on churn risk and segment.medium

executorgenerator

Paid Retention AgentManages paid retention — deposit bonuses for at-risk players, cashback offers, reload bonuses, and personalized incentives. Calculates ROI per intervention and optimizes spend.medium

analyst

Churn Intervention AgentExecutes real-time churn interventions when players show exit signals (declining deposits, session drops, withdrawal spikes). Selects the optimal retention action from the playbook.medium

executor

Bonusing, Cashback & Monitoring

AgentDescriptionComplexityRolesStatusActions

Bonus Code & Delivery AgentGenerates, validates, and tracks promotional and bonus codes. Manages code expiry, usage limits, eligibility rules, and redemption analytics. Executes bonus distribution via Back Office API.medium

monitorexecutoranalyst

Cashback AgentManages the cashback system — calculates daily/weekly cashback amounts, processes claims, tracks sent/claim history, and generates daily cashback reports. Handles claimable balance and payout scheduling.medium

monitorexecutoranalyst

Retention Lifecycle AgentOwns post-deposit player lifecycle flows — win-back sequences, re-deposit nudges, reward slider reminders, inactivity alerts, and milestone celebrations. Uses Customer.io for delivery. Coordinates with Marketing CRM to prevent overlap.medium

monitorexecutorguardian

PostHog Issue Notifier AgentMonitors PostHog for product issues, UX friction points, error spikes, and funnel drop-offs that correlate with churn. Surfaces actionable alerts to Product & Engineering teams for resolution.simple

monitorgenerator

Retention Orchestrator AgentCoordinates all retention operations — manages intervention budget, tracks retention KPIs (churn rate, reactivation rate, retention ROI), and reports to leadership.complex

orchestratormonitoranalyst

Fiat-to-Crypto Conversion

AgentDescriptionComplexityRolesStatusActions

Crypto Education AgentSole purpose: educate card depositors on switching to crypto. Designs and delivers educational content — in-app tutorials, email sequences, push notifications, and contextual tooltips explaining crypto deposit benefits (faster withdrawals, lower fees, higher limits). Tracks education funnel: impression → engagement → first crypto deposit.medium

monitorexecutorgenerator

Fiat Profitability AgentWorks out the ultimate flow to make fiat users profitable. Analyzes the full cost stack per fiat user (card processing fees, chargeback risk, KYC costs, conversion rates) and models break-even thresholds. Designs incentive structures to either convert fiat users to crypto or optimize their fiat journey to profitability.medium

executoranalystgenerator

Agents Used From Other Departments

These agents from other departments feed data into or are called by this department's agents.

Player Intelligence & DataExternal

Churn Prediction AgentSegmentation AgentLTV Prediction Agent

Churn scores and player segments drive all retention targeting and intervention timing.

Rewards & VIPExternal

Bonus Design AgentReward Personalization AgentReward Delivery AgentVIP Orchestrator AgentVIP Retention Agent

Retention bonuses and cashback offers are executed through the Rewards system. VIP retention requires special handling — higher-value offers and dedicated communication.

Risk & FraudExternal

Bonus Abuse AgentFraud Pattern Agent

Retention offers must be filtered through fraud and abuse checks to prevent exploitation.

MarketingExternal

CRM & Email Agent

Retention lifecycle flows coordinate with Marketing CRM to avoid message fatigue. Marketing handles acquisition comms; Retention handles post-deposit lifecycle.

Customer SupportExternal

Proactive Support AgentCS Orchestrator Agent

CS surfaces churn signals (complaints, repeated issues) and Proactive Support detects player problems that Retention can act on.

Product & DesignExternal

UX Research AgentPlayer Journey Orchestrator Agent

PostHog issue notifier surfaces UX problems that cause churn. Player Journey data informs conversion flow design.

Wallet & PaymentsExternal

Crypto Swap AgentPayment Routing Agent

Fiat-to-crypto conversion agents need payment cost data and crypto onramp capabilities to design profitable conversion flows.

Front-End EngineeringExternal

First Display AgentPlayer Language Agent

Crypto education content must be localized and integrated into the first-display experience for fiat depositors.

Compliance & LegalExternal

Responsible Gambling AgentSelf-Exclusion Agent

Retention campaigns must comply with responsible gambling regulations. Self-excluded players must be excluded from all retention campaigns and communications.

Finance & TreasuryExternal

Revenue Accounting Agent

Retention budget allocation and campaign ROI reporting flows through Finance. Cashback and bonus costs are tracked as retention spend.