Retention Desk · Software guides · Kicksite
How to send a win back campaign in Kicksite
In Kicksite, one General Announcement can email or text a group, and you can schedule it for later. So you can load all five messages on day one. Message Flows help less here, because they only start for events after you turn them on.
Checked in October 2026 against Kicksite's own Knowledge Base, 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 parts: students who went Inactive or Frozen in the last six months, and prospects who never joined. An announcement can go to Students, Prospects, Programs, Memberships or a Group. A Group you fill by hand keeps the list to your last six months.
Past students
- Open the Student List, which some schools see as the Member List. Under Status, pick Inactive and Frozen. Picking both shows students in either status.
- For students who still pay but stopped training, pick Active and add Absent under Attendance. The help page does not say how many days Absent means.
- Go to Communications, hover over Settings and click Groups. Click Create Group, name it, click Add New, then type each student's name under Add People.
Inactive means a former student who no longer trains or pays. Frozen means a student on a pause, and Kicksite counts Frozen as part of Active. The help pages describe no filter for when someone went Inactive, so check the Attendances section of a profile if you are unsure.
Prospects who never joined
Click the Profiles icon, then Prospect List. Click Filters, set Date range (the date the prospect was created) to the last six months, and pick stages such as Trial and Archived under Stage. Archived prospects only show in table view. Add these names to the same Group.
Start with the most recent
If the list is long, make a first group of students who left in the last two months and send to them. Then make a second group for months three to six. Recent leavers are the easiest to bring back.
Send the three emails
Each email is a General Announcement. Click Communications, hover over Messages and click New Announcement. Add a Title, then under To choose Groups and pick your group. Turn on Send Email and write your message.
- Turn on Schedule for Later, pick the date and time, and click Post Announcement. Scheduled messages show on the Communications Calendar, where Edit changes them.
- Until you add a Custom Email Domain under your username, then Integrations, emails come from a Kicksite no reply address. Replies go to the School Email on your School Info & Logo page, so watch that inbox.
- A custom domain must be one you own, not a Gmail or Yahoo address, and can take up to 48 hours to authenticate. Kicksite says it helps keep you out of spam folders.
- The help pages do not describe an unsubscribe link in announcement emails. If someone asks you to stop, take them out of your group.
Send the two texts
Kicksite texts through Twilio from your own toll free number. Set it up under your username, then Integrations, then Text Messaging with Twilio. Verification usually takes about five days, so start well before Day 1.
- Texts go out from the same announcement screen with Send SMS on. Kicksite's pricing page listed one way texting as free and unlimited in October 2026.
- Texting is two way. Students can reply to your number, and you answer in Conversations, the chat bubble icon at the top right.
- Someone only gets texts when SMS Opt in is on in their profile. The help pages do not describe how people opt in, beyond the Lead Capture Form you link as proof when you set up texting. Text only people who agreed.
- A STOP reply puts a red X by the number and blocks all texts from Kicksite until the person texts START or RESUME.
- The help pages give no character limit for announcement texts, and Kicksite adds a HELP and STOP line to the end. Keep each one short and include your booking link or phone number.
Your ten day plan in Kicksite
| Day | Message | How to send it |
|---|---|---|
| Day 1 | Email: the offer | Announcement to your group with Send Email on, then schedule the other four |
| Day 3 | Text: a short reminder | Announcement with Send SMS on, posted with Schedule for Later |
| Day 5 | Email: what is new | Scheduled announcement; remove anyone who came back from the group first |
| Day 8 | Text: a check in | Same as Day 3, then answer replies in Conversations |
| Day 10 | Email: last call | Scheduled announcement to whoever is left in the group |
The five messages, ready to fill in, are on the win back email templates page. Paste each one into its own announcement.
Can Kicksite run it for you?
Partly. Scheduled announcements send on their days without you. Message Flows are Kicksite's automations, but they cannot reach students who already left.
- To build one, go to Communications, hover over Message Flows and choose New Message Flow Template. Pick Students or Prospects, choose a trigger under Run Based On, and tick the student statuses it covers.
- Click Add a Step for each message. Each step goes by SMS or email and is set to Send Immediately or Schedule for Later.
- A flow only fires for events that happen after it is live. It will not message students who left before you switched it on.
- The help pages do not list the Run Based On triggers. If your account offers a change to Inactive, a flow can follow up future cancellations.
- The older Automated Messaging is being phased out, and Kicksite says not all of it still works.
- The pricing page says every tier includes all features. Plans were listed at $49 to $199 a month by active student count in October 2026.
See who came back
- Ask your front desk to note anyone who says your code word, and watch Conversations and your School Email inbox for replies. The help pages describe no report of returning students, so keep a tally.
- Set each returning student back to Active on their profile, or with Change Status on the Student List. For a prospect who joins, choose Convert to Student from the menu on their card.
- A student profile's Communications section lists the announcements they were sent, and Attendances shows when they trained.
- The Communications dashboard counts email opens and clicks but does not track texts. The SMS log in Conversations lists delivered and failed texts.
Watch out for
- Making a student Inactive also turns off their recurring billing. The help pages do not say that setting them back to Active restarts it, so check billing for everyone who returns.
- Inactive students do not count toward your Kicksite subscription. Pricing goes by active student count and steps up at 26, 51 and 101, so bringing students back can move you up a tier.
- Groups are kept by hand. Nobody leaves the group when they come back, so click Remove next to their name before the next scheduled send.
- If Twilio verification fails, a banner shows on your dashboard and you must resubmit. Keep the Lead Capture Form linked in your application active.
Sources
- Prospect and Student Statuses (Kicksite, August 2024)
- How to Use the Student List / Member List (Kicksite, December 2025)
- How to Use the Student Profile (Kicksite, January 2025)
- How to Use the Prospect List (Kicksite, August 2025)
- How to Use Groups for Communications (Kicksite, August 2024)
- How to Create a General Announcement (Kicksite, August 2024)
- How to Use the Communications Dashboard (Kicksite, August 2024)
- How to Add a Custom Email Domain (Kicksite, May 2025)
- How to Set Up Texting in Kicksite (Kicksite, October 2026)
- Kicksite SMS Updates FAQ (Kicksite, August 2024)
- Conversations (Kicksite, April 2026)
- How to Create a Message Flow (Kicksite, November 2024) and How to Activate a Message Flow (Kicksite, August 2024)
- How to Set Up Automated Messages (Kicksite, August 2024)
- Kicksite pricing (seen October 2026)
Guides for other software
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