How to send a win back campaign in bsport

Build your win back list

bsport's Segment filters have no dedicated membership filter yet. So you build the send list from booking history, and use the Memberships report to see who cancelled and why.

Past members

1. Open Marketing, then Segments. In the classic Back Office this is Marketing, then Smartlists, then Add a Smartlist.
2. Select Create a segment and name it, for example Win back.
3. Add the Last booking date filter. It finds clients whose last booking was a set number of days ago and who have nothing booked ahead. Set it to between 30 and 180 days, then select Apply.
4. Select View results and spot check a few names.
5. For the reasons people left, open Analytics, then Reports, then the Memberships report. Set Current Status to stopped and ended, and Valid Until to the last six months. The Stop Note column shows the reason given.

bsport marks a cancelled membership stopped, one that ran its term ended, and a frozen one paused. Run it again with paused for members on hold. Download gives you Excel, CSV or PDF.

Leads who never joined

bsport calls a client who has never bought a pass a Lead. Make a second Segment with Registration date in the last six months and Total amount spent at 0 or less.

For intro offers that never became a membership, add the Class package filter for clients who have your intro pass, and another for clients who don't have your regular passes. The prebuilt Active trials Segment shows people still on an intro offer.

Start with the most recent

If the list is long, set Last booking date to between 30 and 60 days and send to that group first. Then duplicate the Segment from its three dot menu and change it to 61 to 180 days.

Send the three emails

Open your Segment, go to its Campaigns tab and select Create a campaign. Choose email, then write the subject and body, or start from a saved template. Select Send to send now, or Schedule to pick a date and time.

• The help pages do not say whether a scheduled campaign checks the Segment again when it sends. So open the Segment before each email, or send each one on its day.
• In the classic Back Office, open the Smartlist, click Send a message, then Schedule the message, at least five minutes ahead.
• Clients who turned off marketing emails are skipped for you, as are ClassPass accounts, which carry placeholder addresses. Expect fewer recipients than the Segment shows.
• The help pages do not name the sending address. Replies go to your studio's own email unless you have the Inbox add on and turn on Route email replies to your Inbox.

Send the two texts

Texts go out from the same Campaigns tab once SMS is on your account. The pricing page lists SMS from the Build plan up, and the help center says to request it under Settings, then Subscription. Each text holds 160 characters, or 70 with an emoji.

• bsport's Inbox guide says SMS stays unavailable in the US and Canada until your studio's phone number is validated.
• The help pages describe text replies only with the Inbox add on, as two way SMS in the US, UK and Canada. Without it, put your booking link in each text and ask people to mention the code word.
• Campaigns leave out clients who opted out of marketing messages. The Marketing consent given filter finds clients who accept marketing by SMS. In the classic Back Office, a warning icon marks recipients with no phone number.
• The help pages do not give a price per text or describe STOP replies, so ask your account manager first.

Your ten day plan in bsport

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

Can bsport run it for you?

Partly. bsport has simple automations, plus a sequence builder called Journeys.

• In the Automations tab, choose Create a new automation, then Automated message. It sends one email, SMS or push when a client enters or leaves a custom Segment.
• Automations run every 24 hours, with one entry message per channel per Segment. That covers one email and one text, not five.
• Journeys, sold as Audience, runs many steps with delays and updates every hour. The pricing page lists it in the Elevate plan, and your account manager adds it.
• A Journey can end for a client when they buy a pass or start a subscription. bsport's example for lapsed credit pass holders is close to this campaign.
• bsport's pages disagree on whether Journeys can send texts yet, so check your account before you plan texts there.

See who came back

• Ask your front desk to note anyone who mentions your code word, since texts may not take replies.
• The Client retention insight shows Reactivated clients: people who were inactive or churned and bought a new pass in the dates you pick. Its Client flow table splits this by the period you pick in Group by, such as week or month.
• For leads and trials, the Acquisition & Conversion insight lists Converted clients, meaning anyone who made a second purchase.
• Campaign details shows opens and clicks only. bsport says rebooking and reactivation figures are not available there yet.

Watch out for

• Keep each Segment to two or three filters. bsport warns that four or more can be slow or fail.
• Messages from the Inbox or a member's profile reach clients who opted out of marketing. Send the win back as a campaign so opt outs are respected.
• The Memberships report leaves out paused time, so a membership paused for your whole date range does not appear. Widen the range if paused members are missing.
• If your offer uses a promo code limited by a tag, remove the tag when the campaign ends. Otherwise the code keeps working.
• A client can be in only one active Journey at a time. If another Journey ranks higher, your win back Journey will not reach them.
• Ask bsport for the DNS records that authenticate your domain before a big send. They verify your domain so emails can reach inboxes, and can take up to 24 hours to work.

Sources

• Navigating the new Back Office (bsport, July 2026)
• Create and manage a segment and Segment filters (bsport, July 2026)
• Use prebuilt segments to target the right clients (bsport, July 2026)
• Create a smartlist (bsport, June 2026)
• Create a campaign (bsport, July 2026) and Sending messages via smartlists (bsport, April 2025)
• Members unsubscribed from marketing communications (bsport, June 2026)
• How smartlists work: recipient counts and email delivery (bsport, June 2026)
• Add DNS records for email authentication (bsport, April 2026)
• Send an SMS to your members (bsport, June 2024)
• Request an add on (bsport, April 2023)
• Message a client from the Inbox (bsport, August 2026) and Manage your messages with the inbox (bsport, August 2023)
• Send a direct message to a member (bsport, April 2026)
• Create an automation (bsport, July 2026)
• Get started with Audience (bsport, March 2026)
• Audience use cases (bsport, September 2026)
• Reports: Memberships and Reports: Clients (bsport, September 2026)
• Insights: Client retention and Insights: Acquisition and Conversion (bsport, August 2026)
• bsport pricing (bsport, October 2026)