🔔 This feature is in Preview and subject to minor changes. Please share any feedback or issues with the BoxMate team as they prepare for the final release.
📝 Overview
CRM automations let you set up automatic actions that trigger when certain events happen in your lead or customer journey - such as sending an email when a new lead registers, creating a follow-up task when someone books a trial, or messaging a customer after their first class.
You configure a trigger, set criteria for when it fires, and choose an action to perform.
💡 For managing and viewing your built automations, see the separate guide here. For sample automation ideas, see CRM | Sample Automations.
🛠️ Creating an Automation
Navigate to CRM ➜ Automations from the sidebar and click Add to open the editor. You will first select a trigger from the list of options - this determines when the automation runs.
Once selected, the criteria configuration will appear.
💡 To rename the automation for easier identification, click the edit icon in the top bar and type a clearer name.
🛠️ Trigger Criteria
After selecting a trigger, configure when the automation sends and who it targets.
Click the arrow to learn about all criteria options
Click the arrow to learn about all criteria options
Delay — How long after the trigger fires before the action runs. The default "0 minutes" sends within the next minute after the trigger.
Send Time (Stuck triggers only) — For triggers where a lead is stuck in a stage, the system checks daily. This field lets you specify what time on the matched day the action should trigger.
Value — For certain triggers there is the option to fire when a specific amount is reached, such as a number of attendances.
Campaigns — Send only to leads that arrived through a specific custom BoxMate campaign landing page.
Form Answers — If using the standard BoxMate landing page, target leads based on their answer to a specific question (e.g. "What are you interested in?" → CrossFit / Personal Training).
Memberships — Select which active TeamUp memberships to include. Only customers with the selected active memberships will qualify at the point of triggering.
Exclude Customers — Available for some triggers (e.g. After First Class / First Class Attended). This stops an automation from sending if a customer has already purchased a customer membership (as defined in your CRM configuration). Useful for trial follow-up sequences — for example, if a lead signs up on day 2 of a trial, remaining prompts at day 3 and day 7 will not send.
🛠️ Actions
Below the trigger criteria, choose what happens when the automation fires. There are four action types plus a dynamic content option.
Click the arrow to learn about the Email action
Click the arrow to learn about the Email action
Email — Sends an email to the lead's registered email address. Supports a title, formatted content, a CTA (call to action / link), and an optional image. For the CTA, you can select a URL, a TeamUp membership purchase link, or an in-app page from the dropdowns.
Click the arrow to learn about the Task action
Click the arrow to learn about the Task action
Task — Creates a task for the coaching team or a specified coach. See the Creating & Managing Tasks guide for more on using the Tasks feature.
Click the arrow to learn about the Message action
Click the arrow to learn about the Message action
Message — Sends an in-app message from the gym which the lead or customer can receive and reply to. This requires the lead/customer to have been invited to and logged into the BoxMate app.
Click the arrow to learn about the SMS action
Click the arrow to learn about the SMS action
SMS — Sends a text message to the lead or customer.
⚠️ SMS requires that SMS be configured via the connected TeamUp account and is billed via TeamUp. SMS currently only works for leads that come through via the BoxMate landing page, not those created in TeamUp first.
Click the arrow to learn about Dynamic Content
Click the arrow to learn about Dynamic Content
Dynamic Content — Insert content related to your facility or the target lead into any content field. Select from the dropdown to copy a placeholder to your clipboard, then paste it wherever you need it in the content area.
Once you have configured the trigger, criteria, and action, click Save and Set Live to enable the automation. It will immediately start qualifying leads based on the criteria you set.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
What does a delay of "0 minutes" mean?
Click the arrow to see the answer
Click the arrow to see the answer
A delay of 0 minutes means the automation will fire within the next minute after the trigger event occurs.
Can I target leads from a specific campaign?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. Use the Campaigns criteria field to send the automation only to leads that arrived through a specific custom BoxMate campaign landing page.
How does the Exclude Customers option work?
Click the arrow to see the answer
Click the arrow to see the answer
For triggers like After First Class or First Class Attended, enabling Exclude Customers stops the automation from sending if the lead has already purchased a full customer membership.
This prevents follow-up prompts from going out after a lead has already converted.
Does the lead need the BoxMate app for in-app messages?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. The Message action sends an in-app message, so the lead or customer must have been invited to and logged into the BoxMate app to receive it.