Notifications

The Notifications page lets you manage campaigns and automated notifications. It has two tabs: Campaigns and Automations. The Automations tab also carries the customer notification categories, which control what customers may opt out of.

Getting there

• Sidebar path: Insights → Notifications (also linked from Settings → Communication).
• Permission: the email-campaigns resource for campaigns and email-hooks for automations. The category locks need brands:read to see and brands:update to change.

Campaigns

One-off messages you send by email to a group of customers.

Create a campaign

Select Create Campaign, write your campaign (a subject and body) and save it. The All Campaigns card lists each one with Name, Status (draft, scheduled, sending, sent, or cancelled), Recipients (sent / total), Delivered, Opens, Clicks, and Scheduled date. Bounces and spam complaints appear as badges next to the status. Use the chart icon on a sent campaign to open its Recipients view, which lists each recipient's delivery status, opens, and clicks.

Choose who receives it

When you build a general campaign, pick its audience. As you change the audience, a live recipient count updates so you know how many customers it will reach before you send. Everyone in the audience must still be a valid marketing recipient (not archived, opted in to email, and opted in to marketing), so the estimate reflects who will actually be mailed. Customers who never opted in to marketing are not counted (see How customers opt in to marketing). The options are:

• Everyone: all sendable customers.
• By membership status: customers with a membership in the statuses you choose.
• By tag: customers carrying one of the tags you choose.
• By visit frequency: customers by how many times they've visited (a completed booking) within a trailing window you set, e.g. at least 4 visits in the last 90 days to reward regulars, or 0 visits in the last 60 days to win back lapsed customers. Set a minimum, a maximum, or both.
• By spend: customers by how much they've spent (settled payments) within a trailing window, e.g. spent at least $200 in the last 365 days. Set a minimum, a maximum, or both.

The same visit-frequency and spend segments are available as filters on the Customers list, so you can preview exactly who a segment covers before building a campaign around it.

Manage a campaign

• Edit a draft or scheduled campaign. For a scheduled campaign the editor shows when it is currently scheduled to send with the pickers filled in. Update and keep schedule saves your changes without moving that time; pick a new date and time and choose Reschedule to change it.
• Cancel a scheduled campaign before it sends.
• Delete a draft.

An empty list shows No campaigns yet. Create your first one.

Bookings and revenue a campaign drove

Open a sent campaign's detail to see its Attribution: the bookings and revenue it drove, split into Direct (customers who clicked a link in the email and then booked, with the booking tagged to the campaign) and Assisted (customers who booked within a week of clicking, without the booking itself being tagged). For the cross-campaign view, and to filter by date range or location, use the Marketing tab of Reports & analytics.

Reading delivery stats

Both campaigns and automations report the same delivery funnel, each stage counted against the number of emails Sent:

• Delivered: the recipient's mail server accepted the message. This is the most reliable signal that an email arrived.
• Opens: how many recipients loaded the tracking pixel at least once, with the total number of opens shown in parentheses.
• Clicks: how many recipients clicked a tracked link at least once, with total clicks in parentheses. The unsubscribe link is never counted.
• Bounced / Spam-reported: badges that appear when a message hard-bounced or was marked as spam. For customer-directed mail, neither changes the contact's Email opt-in. A hard bounce or a spam report on a non-authentication email durably suppresses the address from non-critical delivery. A spam report on an authentication email leaves operational email available but switches the customer's marketing category off. For staff alerts and test sends, the event updates the delivery result without suppressing a customer.

Open and click rates are directional, not exact. Treat them as trends rather than precise counts:

• Opens undercount. Many mail clients block remote images by default, so a recipient can read an email without ever registering an open.
• Opens and clicks can be inflated by bots. Security scanners and inbox previewers fetch images and follow links before a person ever sees the message, which inflates both numbers.
• Delivered is the count to trust for confirming a message actually landed.

To see per-recipient detail (status, opens, clicks, and when each message was sent), use the chart icon: on an automation card it opens the Deliveries view, and on a sent campaign it opens the Recipients view. Both show the same delivery, open, and click detail.

Automations

Emails that send automatically when something happens.

Add an automation

Select Add Automation, choose a trigger, and write the email. Each automation card shows its name, trigger, an enable switch, its subject line, and the delivery funnel (Sent, Delivered, Opened, Clicked) once it has sent anything. See Reading delivery stats for what each stage means. Once an automation has sent at least one email, a chart icon opens its per-recipient Deliveries view.

Turn an automation on or off

Use the switch on the automation card to enable or disable it without deleting it.

An empty list shows No automations yet. Add your first one.

What customers may turn off

Below the automations, Customer notification categories sets which categories a customer may switch off in their own account. It is the second gate on the same messages: the automation decides whether the studio sends anything, the category decides whether the customer may decline it. See Studio-managed locks for when to use them.

Win back lapsing members

The Customer inactive (win-back) trigger reaches out to members who used to come in but have gone quiet. Instead of a delay after an event, its timing field is an inactivity threshold: set "Inactive for" to the number of days without a visit that should trigger the email (for example, 30, 60, or 90 days). The threshold is read in whole days, up to 365, as is the membership expiring reminder's "Send before" lead time. Other automations' "Send after" delays go up to 30 days.

How it decides who to email:

• Only customers who have attended at least once are eligible. Someone who booked but never showed is never counted as lapsing.
• The email fires once when a customer crosses the threshold, not every day afterward. When they come back for a visit, the clock resets, so a future lapse can trigger a fresh win-back.
• Anyone with an upcoming booking is skipped, since they have already re-engaged.
• Win-back is a marketing message, so it only goes to customers who are opted in to marketing email and it includes an unsubscribe link. Customers who unsubscribed or muted marketing are excluded.

Personalize the email with the and merge tags alongside the usual name tags. Pair this automation with the At Risk (lapsing members) list and dashboard widget (see Reports and analytics) to see who currently qualifies.

Long membership reminder lead times

A membership expiring reminder only reaches a membership whose end date is already set when the reminder is due. A cancelled subscription ends with its current billing period, so a lead time more than a week longer than that period never reminds it: a 60-day lead time never reaches a cancelled monthly subscription. A lead time of about one billing period or more also leaves out the offer to continue the membership, because a continuation can start at most one period ahead.

Branded emails and account links

Campaigns and messages built in the automation editor are wrapped in your studio's branded template automatically: a header with your logo and brand color, the message, and a footer. Marketing email also includes your mailing address and an unsubscribe link. You do not build this shell yourself. Just write the message body and set your logo and brand color under Settings → Design Settings.

Direct transactional templates use their own complete layout instead. These include sign-in and account-security email, friend invitations, waiver welcome and reminder email, and staff shift notifications. Keeping authentication email out of the shared shell also leaves its single-use links unchanged instead of routing them through click tracking.

Automations can include a button that deep-links the customer to their account. To turn these on, set your customer account URL under Settings → Website Integration. When it is set, booking, membership, and waitlist automations show a View your account style button; when it is unset, the button is omitted so no email ever ships a broken link. The account link is available in templates as the merge tag.

Post-visit review requests

The Post-visit review request automation asks a customer to leave a public review after they attend a session. It fires from the check-in: once a booking is marked attended, the customer is queued for a single request that goes out a configurable number of days later.

Set it up under Settings → Brand:

• Review link: your Google, Yelp, or other public review page. This is the destination the request links to, available in the template as the merge tag. Leaving it blank disables the automation, no link, nothing to send.
• Send delay (days): how long after the visit the request is sent, so it lands once the experience has settled rather than the same day. Defaults to 1.
• Frequency cap (days): the minimum gap between requests to the same customer, so a regular attendee is not asked after every visit. Defaults to 90.

Then enable the Post-visit review request automation under Automations and edit its wording if you like. The request is marketing email, so it honors each customer's marketing opt-out and carries an unsubscribe footer; opted-out customers are skipped. A customer who attends several sessions in the window receives at most one request.

Post-visit private feedback

The Post-visit private feedback automation asks a customer how their visit went, in private: the email carries a link to a short form whose answers land on the customer's profile instead of a public review site. It is off until you enable it under Automations.

It is built not to pester:

• First visit only. A customer is asked once, about the first session they attended with you. Later visits are not asked about, so a regular never gets the same email twice.
• Not on the way out. The automation's Send after value counts from the end of that first session, so the ask arrives once the visit has settled. It defaults to 2 hours; edit the automation to change it.
• Daytime only. Requests go out between 9am and 8pm in your studio's timezone. A session that ends late in the evening is asked about the next morning rather than at midnight.

Like the review request it is marketing email, so it honors each customer's marketing opt-out and carries an unsubscribe footer.

Tips

• Use Campaigns for announcements and promotions; use Automations for the routine emails that should fire on their own (confirmations, reminders, renewals).
• Watch Delivered, bounced, and spam-reported more closely than opens. They are the signals that protect your sender reputation.