How to send a win back campaign in Acuity Scheduling

Build your win back list

A win back list has two groups: clients who stopped booking in the last six months, and people who booked an intro but never bought. Acuity's exports give you both.

Past members

1. Click Clients and filter to Old clients: people with no appointment in a period you pick, from two weeks to two years.
2. Click Import/export, then Export client list. Pick All clients or a group based on how recently they booked, then click Export clients.
3. Sort the file by the Days since last appointment column and keep clients up to 180 days.

Acuity calls memberships subscriptions, listed under Packages, Gifts & Subscriptions, then Subscribers. The help pages describe cancelling a subscription but no pause or freeze, and no filter for canceled subscribers. A failed card payment cancels a subscription on its own, so those clients belong on your list too.

Leads who never joined

1. Click Reports, then Import/Export. Pick the last six months, choose to include canceled appointments, and click Export appointments.
2. Keep the rows whose appointment type is your free consult, intro session or trial class.
3. Click Packages, Gifts & Subscriptions, then View Orders, then Export All. Remove anyone whose email appears in this file, since they bought.

That export lists only package, gift certificate and subscription orders, and skips codes made with Add Code. Clients who paid per appointment will not show up there, so check those names by hand.

Start with the most recent

If the list is long, send first to clients under 60 days since their last appointment. People who left recently are the easiest to bring back.

Send the three emails

Acuity's help center says it cannot send mass campaigns. Use a connected email marketing tool or your own inbox.

• Under Integrations, Acuity connects to Squarespace Email Campaigns, Mailchimp, ActiveCampaign, AWeber, Kit, Constant Contact, Drip and Simplero. Email Campaigns is a paid Squarespace add on.
• These connections add a client when they answer yes to a mailing list question on your intake form. The help pages do not describe adding clients who booked earlier.
• Mailchimp and most others receive each client's last appointment date and type, so you can segment by last visit there. Email Campaigns puts opted in clients in a segment called Acuity Subscribers.
• For a small list, paste the emails from your client export into the BCC field in Gmail or Outlook. Acuity suggests this for one off updates.
• Scheduling, sender address and unsubscribe links depend on the tool that sends. A plain inbox has no unsubscribe link, so remove anyone who asks you to stop.

Send the two texts

Acuity texts clients only about bookings: one reminder per appointment, on the Standard and Premium plans. Its help center says it cannot send other texts, and replies get an automatic message pointing clients elsewhere.

• Send the Day 3 and Day 8 texts from the phone or texting tool you already use. Text only people who agreed to get texts from you. The client export includes phone numbers.
• The opt in box in Acuity covers a reminder before one appointment, and clients choose it per appointment. Do not treat it as consent to promotional texts.
• Acuity screens reminder wording for spam and warns that using a reminder for anything else raises the chance of being flagged. Keep your offer out of it.

Your ten day plan in Acuity Scheduling

The five messages, ready to fill in, are on the win back email templates page. Add your Acuity scheduling page link to each one.

Can Acuity Scheduling run it for you?

Not this campaign, but follow up emails can catch future lapses. Open Client Emails, then Follow ups, then Customize Follow up emails.

• Each follow up goes out 0.01 to 365 days after an appointment, set in Send this follow up. Starter allows one per appointment; Standard and Premium allow six.
• Tick Only send follow up if the client doesn't have any upcoming appointments. A 30 or 60 day follow up then reaches only clients who have not rebooked.
• Follow ups skip canceled and no show appointments. They come from an Acuity address under your business name. Replies go to the account owner unless you change Send replies to in Calendar Settings under Availability.
• The help pages do not say whether a new follow up reaches appointments that already happened, so send this campaign by hand.
• Zapier can pass each new booking to another app, for example as a new Mailchimp subscriber.
• In October 2026 the pricing page listed Starter at $20, Standard at $34 and Premium at $61 a month. Billed yearly, they were $16, $27 and $49. Help pages also call them Emerging, Growing and Powerhouse.

See who came back

• Ask your front desk to note anyone who says your code word, and count email replies that mention it.
• If your offer is a discount, make the code word a coupon too: Appointment Types, then Coupons, then New Coupon for Appointments. Codes can be up to 16 characters.
• Set This can be used to once per client email address and the Expiration date just after Day 10. Clients enter it under Package, gift, or coupon code when they book.
• To count, export appointments from Reports, then Import/Export, for the campaign dates. The file shows discount codes used and the date each appointment was scheduled.
• Under Clients, the Recent clients filter can show who had an appointment in the last 30 days. Compare it with your win back list.

Watch out for

• Acuity accepts one code per appointment, including package and subscription codes. A client who pays with a package cannot also enter COMEBACK, so the front desk count still matters.
• An appointment coupon does not work on packages, and a package coupon does not work on appointments. A package offer needs its own coupon under Packages, gifts & subscriptions, then Coupons.
• When the campaign ends, let the coupon expire instead of deleting it. Deleting removes its discount from every appointment that used it.
• A blank Days since last appointment can mean an upcoming booking, a visit in the last day, or no booking ever. Check blanks before you send.
• Do not bulk delete from the Old clients view. Deleting a client erases all their appointments for good.
• Accounts with HIPAA protection turned on cannot connect Squarespace Email Campaigns or Zapier, so use the export and BCC route.
• A returning subscriber can often be restored: Subscribers, View, Client's Page, then Reactivate. One that reached its last billing cycle cannot be.

Sources

• Managing your client list (Acuity Scheduling, March 2026)
• Exporting appointments and clients (Acuity Scheduling, October 2025)
• Send marketing emails to clients (Acuity Scheduling, August 2026)
• Connecting to email marketing applications (Acuity Scheduling, September 2026)
• Squarespace Email Campaigns (Acuity Scheduling, September 2026)
• Client email notifications (Acuity Scheduling, September 2026)
• Sending automated follow up emails (Acuity Scheduling, September 2026)
• Sending appointment reminders via text (Acuity Scheduling, October 2026)
• Text message best practices (Acuity Scheduling, July 2025)
• Packages and subscriptions overview (Acuity Scheduling, August 2026)
• Managing client subscriptions (Acuity Scheduling, September 2026) and Creating subscriptions (Acuity Scheduling, March 2026)
• Managing orders (Acuity Scheduling, December 2025)
• Creating coupons (Acuity Scheduling, February 2026) and Redeeming codes (Acuity Scheduling, March 2026)
• Generating reports (Acuity Scheduling, March 2026)
• Integrating with Zapier (Acuity Scheduling, September 2026)
• Acuity Scheduling pricing (seen October 2026)