💡 This is a working guide and will be continuously updated. The examples below do not cover every available trigger but provide a strong foundation across the lead and customer journey. For full setup instructions, see CRM | Building Automations.
📝 Overview
CRM automations work best when mapped to key moments in your lead and customer journey. Below are example automations you can build to engage leads, follow up on trials, welcome new customers, and support members through their first classes.
🛠️ Sample Automations by Trigger
Each section below covers a different trigger point in the journey with suggested actions you can configure.
New Lead
Triggered when a new lead registers through your CRM landing page.
Click the arrow to view sample automations for this trigger
Click the arrow to view sample automations for this trigger
Send an email or SMS thanking the new lead for registering, with a link to purchase a free trial, book an online consultation, or simply acknowledging receipt and confirming someone will be in touch.
Create a task assigned to a dedicated coach to follow up with the lead personally.
Lead Stuck
Triggered when a lead has registered but not progressed to a trial membership after a set period.
Send an email 3 days after registration nudging the lead with a reminder and a booking link for a trial membership.
Trial Stuck
Triggered when a lead has purchased a trial membership but not progressed to a full customer membership after a set period.
Click the arrow to view sample automations for this trigger
Click the arrow to view sample automations for this trigger
Send an email 7 days after trial purchase with a reminder of the membership purchase link and a nudge to commit.
Create a task 10 days after trial purchase for a coach to call the lead and follow up personally.
Customer New (1 Hour Delay)
Triggered when a lead converts to a full customer.
Send a welcome email after 1 hour thanking the customer for joining, sharing information about your facility and community, and potentially linking to a welcome pack PDF.
Booked First Class
Triggered when a new customer books their first class.
Send an email congratulating the customer on booking their first class, re-emphasising your excitement for them to join, and potentially linking to your Instagram or website to show them what to expect.
Before First Class
Triggered before a new customer attends their first class.
Send an email containing practical information for a first-timer - what equipment to bring, where to park (with a photo), an access code if needed, or a reassuring message for anyone new to fitness.
First Class Attended
Triggered after a new customer completes their first class. This trigger can be used in two ways depending on your goals.
Click the arrow to view sample automations for this trigger
Click the arrow to view sample automations for this trigger
Generic catch-all:
Send an email after a short delay with congratulations on completing their first class and a reminder to download BoxMate for tracking progress.
Convert lead (with Trial Membership criteria):
Send an email after 1 hour with a well-done message and a link to purchase a full customer membership.
Create a task for 3 days later for a coach to follow up post-trial and attempt to convert the lead to a full membership.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
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Click the arrow to view frequently asked questions
Can I set up multiple automations for the same trigger?
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Click the arrow to see the answer
Yes. You can create multiple automations using the same trigger with different delays, criteria, or actions. For example, you could send an email immediately when a new lead registers and also create a follow-up task for a coach 24 hours later.
What if a lead converts before all follow-up automations have sent?
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Use the Exclude Customers criteria option (available on triggers like After First Class and First Class Attended) to stop remaining automations from sending once a lead has purchased a full customer membership.
Are these samples the only automations I can create?
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Click the arrow to see the answer
No. These are suggested starting points. The automation builder supports a range of triggers and actions, so you can create automations tailored to your facility's specific onboarding flow and member journey.