When you are going to send an intervention to a user, it is a good idea to have a look if they have watched your last video. If not - you can ask them in the upcoming intervention whether they have had any trouble opening the video, or haven’t had time to see it yet. This should be asked in the written intervention message, in case they can’t open videos. You can also send an sms from AW asking them if there is a technical issue for them accessing the video. If yes, they can be directed to contact support in the app.

If they continue to engage in the app (with goals and opening content), but still do not open the videos, you can ask if they would prefer to receive written only check-ins from you, but explain that these will not be as thorough. Again encourage them to contact support if they are having technical issues with the video. Your videos can then be shorter if you are not getting any response from the user - you want to continue to provide some video and written message to the user to demonstrate that you are continuing to support them, even if their motivation is low right now.

Reach out to the coaching community on slack for more ideas on trying to re-engage these users.