How to send a win back campaign in Arketa

Build your win back list

A win back list has two groups: clients who cancelled, froze or stopped coming in the last six months, and leads who never joined. In Arketa you build each group as a saved segment, then send broadcasts to it.

Past clients

1. Go to Clients, then Segments, and click Create new segment. Give it a name you will recognize, like Win back recent.
2. Add an Attended reservation condition set to at least 1 time, between 30 and 180 days ago.
3. Add a second Attended reservation condition set to exactly 0 times in the last 30 days. Combine the two with All.
4. For former members only, add a Pricing option condition for subscriptions that have expired. Then save the segment.

The help pages we checked do not describe a filter for paused or frozen subscriptions. The attendance rule catches those clients anyway, because they stopped coming in. Clients who attend a class leave the segment on their own.

Leads who never joined

1. Use the built in Leads segment. It holds people with no purchases and no reservations, such as form fills, chatbot contacts and newsletter signups.
2. For intro clients who never joined, create a segment with a Pricing option condition for an intro offer that has expired. Add a second Pricing option condition for a subscription never purchased, and combine the two with All.
3. Open Lead Management to see each lead's stage, source and last contact.

Start with the most recent

If the list is long, set the first condition to between 30 and 60 days ago and send to that segment first. Then make a second segment for 61 to 180 days. Clients who left recently are the easiest to bring back.

Send the three emails

Go to Marketing, then Broadcasts, click Create Broadcast and choose Email. Under Who should receive this, scroll to Custom Segments and pick your segment. Build the email, click Preview, then choose Send now or Schedule.

• Each broadcast takes one segment or one tag, and you cannot add people by hand. Send one broadcast to past members and another to leads.
• You can schedule all three emails on Day 1. Arketa fixes the recipient list at the moment each email sends, so clients who came back to class in between are left out.
• The help pages do not give the sender or reply address for broadcasts. Before Day 1, tag your own client profile, send a test broadcast to that tag and reply to it. If the reply does not reach you, ask people to bring the code word in instead.
• Arketa adds an unsubscribe link to every marketing email. Clients who unsubscribed, or never opted in to marketing email, stay in the segment but are skipped.

Send the two texts

Arketa can text, but SMS broadcasts need the Marketing Suite add on, which Arketa support turns on. Arketa calls broadcast texts one way, so do not count on replies. Each text needs your booking link and the code word to mention at the front desk.

• Go to Marketing, then Broadcasts, click Create Broadcast and choose SMS. Send to all clients who opted in to texts, or to one segment. Send now or schedule it.
• Texts are counted in segments of 160 characters. An emoji or a curly apostrophe cuts a segment to about 70. The SMS broadcasts page listed $0.015 per segment, with a $0.50 minimum per send, in October 2026. You see the total before you send.
• Arketa sends broadcast texts only to clients who opted in to marketing texts. It tracks that opt in for you.
• For two way texting, use the Inbox. Messages go from your Arketa number, set under Settings, then Phone, and replies land in one thread per client.

Your ten day plan in Arketa

The five messages, ready to fill in, are on the win back email templates page. Both texts there already fit in 160 characters.

Can Arketa run it for you?

Yes, with the Marketing Suite add on. Go to Marketing, then Automations, and click Create Automation. Pick a trigger, add steps, then switch it to Live.

• Useful triggers are Subscription canceled and Client has made no recent purchases, where you set the number of days.
• Steps include Email, SMS, Task, Tag, Time delay and Conditionals. Put a time delay between each of your five messages.
• The ready made Cancellation flow sends a goodbye email, a call task and a feedback request. It has no offer, so add your five messages.
• Only clients whose trigger happens after you go live are enrolled. For your existing list, set the same filters in Client View and enroll the whole group. You can also use Enroll User on the automation's Enrollments tab.
• Restrict communication hours holds emails and texts until the hours you set.
• Automation emails need your sender domain connected under Settings, then Email Settings.
• The pricing page lists automated workflows in the Studio Growth plan. It showed no price in October 2026, so ask Arketa what your plan includes.

See who came back

The help pages we could load name no report for returning or reactivated clients, so count them with tags and segments.

• The help pages disagree on whether replies to broadcast texts reach your Inbox, so the front desk matters most. Have staff add a tag, like Comeback, to each client who says the code word.
• Count the tag in Client View, which shows a live count of matching clients.
• Build a segment with Attended reservation at least 1 time after your Day 1 date. Add Attended reservation exactly 0 times between 30 days before Day 1 and Day 1, and combine with All. That lists clients who returned.
• In an automation, set a membership purchase as the goal to see how many enrolled clients bought.
• Click any broadcast under Marketing, then Broadcasts, to see delivered, opens, clicks, unsubscribes and bounces.

Watch out for

• Arketa includes a monthly number of marketing emails. If you run out with overage billing off, the email shows Sent but stops, and skipped people are not retried. Check Settings, then My plan, before Day 1, and resend any email that stopped early.
• A new tag can take up to an hour to show up as a broadcast audience. Make your test tag the day before.
• You cannot remove one client from a running automation by hand. Set a goal, such as a class booking or Any Service or Package, so clients who return exit at once. A goal for one specific pricing option lets clients who buy anything else keep getting messages.
• The marketing overview suggests a win back once a client has not booked in 30 days. The triggers page has no trigger for that. The closest is Client has made no recent purchases, which counts purchases, not visits.
• A STOP reply to a marketing text does not block messages you send from the Inbox. Check opt outs yourself before texting anyone there.
• The help pages call the menu Clients in some places and Customers in others. Look for either.

Sources

• Marketing overview (Arketa)
• Clients overview (Arketa)
• Segments and Client View (Arketa)
• Lead management (Arketa)
• Email broadcasts (Arketa)
• Targeting broadcast recipients (Arketa)
• SMS broadcasts (Arketa)
• Two way texting (Arketa)
• Build an automation (Arketa)
• Automation triggers and automation actions (Arketa)
• Premade automations and automation goals and results (Arketa)
• Broadcast results (Arketa)
• Marketing automations (Arketa product page)
• Arketa pricing (Arketa, October 2026)