You want to welcome every new client, nudge someone who stays away, and say in time that a membership is ending. With many members, that gets forgotten. Automatic messages do it for you.
Where. Go to Growth → Automatic. Only the owner of the business can set them up. Automatic messages belong with Follow-up and are in the plans that include Follow-up. If it's no longer in your plan, they stay on but don't go out; if it comes back, they go again from that moment (not for the time in between). All three messages start off.
The three messages.
- Welcome: for a new client or member. Only for people who join after you turn it on. People who are already there get nothing.
- Not been in: when someone hasn't been in for a number of days (you choose, 7 to 180). Being in means the same as in Follow-up: a workout or run in the app, a class, a door scan, an activity or a session on a machine. Someone who just started counts from their first day. After a pause, it counts from the end of the pause.
- Membership ends: a number of days (1 to 60) before the end date. That's after a cancellation, for a fixed contract that doesn't renew, or for a membership with an end date.
When it goes. Welcome: every hour between 9:00 and 21:00, so within an hour of joining (during the day). Not been in and membership ends: every morning around 9:40. Each message goes only once: one welcome per member, one "not been in" each time someone stays away (and at most one per 30 days), and one "ends" per end date. If someone would get two on the same day, the second comes the next day: at most one automatic message per member per day.
Who doesn't get it.
- "Not been in": only people with a running membership. So not anyone who is paused, who cancelled (they get "ends" at most) or whose membership is over. Also not people who had already been away for a long time when you turned it on: it counts from when you turn it on.
- "Ends": only if the end date was known at least three days ahead. Not for a trial (that has its own email), a withdrawal or payment arrears, and not if a new membership follows on. When you turn it on, only for end dates at least that far away or that become known later.
- Nobody who unsubscribed, whose account is being deleted, or who had their file with you erased (not afterwards either).
How it arrives. Choose in the app (a notification, with a push message) and/or by email. The email comes on behalf of your business; a reply reaches you. Anyone without a valid email address only gets the notification in the app.
The text. If you leave the text empty, the standard text goes out, in the member's language (Dutch, English or Spanish). If you write your own text, it goes to everyone exactly as written. You can use these words; they get filled in:
- {voornaam}: the member's first name;
- {zaak}: the name of your business;
- {dagen} (for not been in): how many days;
- {einddatum} (for ends): the last day.
While editing, you see an example with everything filled in.
A task for you. Turn on Also a task, and the member's regular coach (or else the owner) gets a task, for example "Sanne hasn't been in for 21 days. Get in touch." That task also comes if the member unsubscribed.
Unsubscribing. Every email has a link to unsubscribe. In the app, a member turns them off under Profile → Notifications & reminders, and can turn them back on there. How many members unsubscribed is shown under Automatic.
"We miss you" from xBase360. The app itself already nudges anyone who did nothing for a week. If you turn on Not been in, your members no longer get that nudge: you send it instead. Members you can't reach (unsubscribed, without a running membership, or by email only without a valid address) keep the app's nudge. That way nobody gets the same thing twice.