Retention Desk · Software guides · Exercise.com

How to send a win back campaign in Exercise.com

Exercise.com can send all three emails and both texts from its Messages tab, and a message can be scheduled for a set day and time. Its Lifecycle Stages already sort accounts into Lead and Inactive Client, which covers most of a win back list.

Checked in October 2026 against Exercise.com's own help center and product pages, linked under Sources. Menus change, so if a step does not match your screen, the linked article has the current path.

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 bought. Exercise.com sorts every account into a Lifecycle Stage, and the defaults include Lead, Client and Inactive Client.

Past members

  1. Open the Accounts tab, click the Lifecycle Stage filter and choose Inactive Client. When stages were introduced, clients already marked inactive were moved into this stage.
  2. For frozen clients, open Clients, click Filter or Status, and choose Frozen.
  3. To find clients who stopped showing up, click Custom Status above the client list and choose No Recent Visits with a date range. Use + Add a status to stack Paused Subscription or another condition.
  4. If you sell memberships as groups, open Reports, then Members Left. Set the date range to the last six months and click Refresh Report. It lists each person's email, group, leaving date and reason.

Staff can move a client to Inactive Client or Frozen under Manage, and an Assign a Lifecycle Stage automation can move accounts between stages. If neither happens, people who drifted away stay in the Client stage, and No Recent Visits is how you find them.

Leads who never joined

Choose Lead in the same Lifecycle Stage filter. Lifecycle settings can move a lead to Client when they buy a package or book a visit. If those settings are on, anyone still in Lead has not bought a package or booked a visit.

Start with the most recent

The Members Left report shows a Left At date, and Custom Status has a Last completed visit condition. Send to people who left in the last two months first, then months three to six. Recent leavers are the easiest to bring back.

Send the three emails

Bulk email goes out from the Messages tab. Click the new message icon and type in the To field. You can pick a group, plan, package or product, several clients, or everyone in one Lifecycle Stage.

  • Click Message Options to add an Email Subject. Then click the down arrow next to the send button and tick Email as the delivery method.
  • Under Schedule Message, choose Custom Time and pick the date and time, so all three emails can be set up on day one. The help article shows this for one contact, so confirm it appears for a group or stage too.
  • When you message a group, each reply reaches you on its own. The help pages do not say which address your emails come from.
  • Account holders can turn off email types, or choose Unsubscribe from All, under Notification Settings. The help pages do not say whether that covers your messages, so remove anyone who asks to stop.

Send the two texts

Exercise.com does send texts. In the same Messages window, open the down arrow next to the send button and pick SMS. Clients can text back, and their replies show in the conversation, so texting is two way.

  • One text segment holds 160 characters. A longer text splits into segments, every recipient gets each one, and each counts toward your SMS usage.
  • Reports, then SMS Log, lists every text sent or received with its segment count. Check it after each send.
  • The vendor pages we checked in October 2026 list no price per text. Ask what your plan includes before texting a long list.
  • The help pages do not describe opt in records or STOP replies. Text only people who agreed to get texts from you, and take anyone who asks to stop off your list yourself.

Your ten day plan in Exercise.com

DayMessageHow to send it
Day 1Email: the offerMessages to your Inactive Client and Lead stages, Email delivery, scheduled with Custom Time
Day 3Text: a short reminderMessages with SMS delivery, under 160 characters, only to people who agreed to texts
Day 5Email: what is newSame list, minus anyone who already came back
Day 8Text: a check inSame as Day 3, then check the SMS Log
Day 10Email: last callSame list, minus anyone who came back

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

Can Exercise.com run it for you?

Partly. Go to Automations, click Create New Automation and choose Send a Message: One Time. Each one has a When? trigger, a Who? filter, a How? delivery method and a Message.

  • How? offers Email, SMS Text Message, Platform Message and iOS/Android Push Notification.
  • Who? can filter by tag, group, location, lifecycle stage, subscription or purchase.
  • Some triggers can wait minutes, hours, days, weeks or months. The help pages show no multi step sequence, so five messages means five automations.
  • Documented message triggers include a trial ending and an expired package, which suit trial leads and clients whose package ran out.
  • The triggers canceled a subscription and has not closed out a visit in appear in group and tag automations. The help pages do not show them for messages, so check the When? list on your screen.
  • An Add or Remove Tag automation with has not closed out a visit in can tag clients after 30 days away. Use that tag in a Who? filter.
  • For people who left months ago, scheduled messages from the Messages tab are simpler. The help pages do not say which plans include automations.

See who came back

  • Ask your front desk to note anyone who mentions your code word. Watch Messages too, since clients can answer your texts.
  • Reports, then Visit Totals Per Client, set to the campaign dates with zero visits left out, shows who came in. The export icon gives you a file to check against your list.
  • The Lifecycle Stage filter set to Client shows who moved back. Each account's Manage Client: Lifecycle view shows when its stage changed.
  • The Dashboard breakdown shows New Clients, New Sales and Renewals for any date range. It gives totals, not names.

Watch out for

  • Picking a plan, package or product in the To field sends to everyone who bought it, current clients included. For a win back, choose the Inactive Client or Lead stage, or pick people by name.
  • Each Lifecycle Stage has a Disable Emails? (excludes purchase receipts) setting. If it is on for Inactive Client or Lead, your emails to that stage will not go out. Check it under Account, then Lifecycle.
  • Switching an automation to Disabled cancels anything it has queued or scheduled. Only turn it off if you mean to stop the campaign.
  • The Members Left report only covers people who left a group. If you sell subscription plans, use the Cancelled Subscriptions Report behind the dashboard's Cancellations figure instead.

Sources

Guides for other software

PushPressPeople filters, Send Message, Grow workflowsWodifyMarketing Emails, two way SMS, Reconnection SeriesZen PlannerAlumni reports, Studio texts, Engage workflowsGymdeskWin back tag, bulk email, texts, Member Canceled triggerGlofoxLost Members report, Connect campaigns and textsABC IgniteMember statuses, Ignite Sales bulk email and SMS

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