Creating or modifying a client win-back campaign

A client win-back campaign is a type of automated marketing campaign that can be used to re-engage clients who no longer use your services and have no active purchase options. After you create a client win-back campaign template, you can send the email message to an individual client or a group of clients. Templates can be modified before being sent to clients.

These emails will be sent to clients when they have not booked or checked in to your services within the amount of time you designate. This amount of time only applies once you create the campaign, and it will not work retroactively. For example, if you set up your campaign so that an email is sent to clients after one month of inactivity, the email will be sent to clients that have been inactive for one month after you have created the campaign. The client’s inactive period before configuring the email send rule will not be considered.

When creating an email template, please remember that there is a character limit of 102,400 characters and that we recommend you do not use complicated HTML code, JavaScript, or loading scripts in email templates, as these are not supported by all mail receivers.

NoteThe client win-back campaign is automatically sent to clients per location. If your business has multiple locations, clients who have not visited one of your locations for longer than the set time period will receive the email even if they have visited one of your other locations during that time.

Example: You have two locations, Location A and Location B. You create a campaign that is sent to your clients if they have not booked or checked-in to services within 90 days. One of your clients does not visit Location A for 90 days, but they do visit Location B. This client will still receive the client win-back campaign email because they did not visit Location A. If they do not visit Location B for 90 days, they will receive another client win-back campaign email for Location B.

NoteYou can send a test email when editing a client win-back campaign template by clicking the Send test email button and entering a receiving email address. Test emails are not affected by the recipient's communication settings. When you send a test email, some of your email variables will populate with placeholder information. For example, the [PasswordMessage] variable populates as 0123456789.

NoteIf you want to embed a video in your email template, you must contact your email provider to see if they allow you to send embedded videos in emails.

To create or modify a client win-back campaign:

  1. Click the App Drawer button .
  2. In the App Drawer, click View All.
  3. In the list, click Marketing. You can filter the list by entering Marketing into the Search field.
  4. Under Client Win – Back:
    • To create a new client win-back campaign template, click ADD at the bottom of the list.
    • To modify an existing client win-back campaign template, click the Edit this template button .
  5. Under TEMPLATE INFORMATION, configure the following:
    • Under Template Name, enter a name for the email template. This is not a required field. If you do not enter a name, the default name of the marketing campaign will be used.
    • Under Description, enter a description for the email template. This is not a required field. If you do not enter a description, the default description of the marketing campaign will be used.
  6. Under SETUP, configure the following:
    • Under Email Send Rules, enter a number in the Send email when the client hasn’t booked or checked in field and select days, months, or years from the list to define how much time should pass after a client has booked or checked into a service before the email is triggered.
    • To send this campaign to only specific client types, set the Send only to specific Client Types option to ON, and then set each client type to which you want to send the campaign to ON.
    • To send this campaign to only specific client groups, set the Send only to specific Client Groups option to ON, and then set each client group to which you want to send the campaign to ON.
      • If you have selected a client type and a client group, the email will send only to clients who fall under both categories.
  7. Under Compose email, configure the email content. For more information, see Automated email template settings.
  8. Under Email content, enter the body of the email message.
    • Click View email variables to display a list of variables that can be used in your template. To add a variable to your template, click the copy button Copy to clipboard next to a variable, then paste it in the Email content field. For more information, see Email variables.
    • To add an image to the email message:
      1. Copy the URL of the image you want to add. You can only add images that are hosted online.
      2. Under Email content, click where you want to insert the image.
      3. Click the Insert/edit image button Insert/edit image button. The Insert/Edit Image dialog box is displayed.
      4. Under Source, paste the URL of the image.
      5. Under Alternative description, provide a description of the image. The description will be displayed instead of the image for recipients who prevent their emails from displaying images.
      6. Under Width and Height, enter the horizontal and vertical dimensions of the image in pixels, if desired.
        • Set the Constrain proportions option to Locked Constrain Proportions option locked if you want the system to maintain the horizontal to vertical proportion when you resize the image.
        • Set the Constrain proportions option to Unlocked Constrain Proportions option unlocked if you want to modify the dimensions freely.
      7. Click Save.
    • To customize the source code of the email template: 
      1. Click the Source code button .
      2. Enter your custom HTML, CSS, or JavaScript code.
      3. Click Save.
  9. To activate the campaign, at the top of the page, set the ACTIVATE EMAIL option to ON.
  10. Click SAVE. A confirmation popup is displayed prior to accepting any changes in situations where clients will be impacted by email send rule changes.
    • If no clients are impacted, no option is displayed at the bottom of the popup. Click OK.
    • If any clients are impacted by changes to the email send rules, the Send email to affected clients option is displayed at the bottom of the popup. To send the email to affected clients immediately, set the option to ON, then click OK.
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