How to send a win back campaign in Mindbody

Build your win back list

A win back list has two groups: clients who stopped coming in the last six months, and prospects who never bought anything. You can build it from reports or as a smart list in Marketing Suite.

Past clients, from reports

1. Go to Insights, then Reports, and open Clients, then Last Visit.
2. Set the start and end dates to a period when these clients were coming in, with the end date at least two months before today. Put that same end date in Last visit on or before and click the Go button.
3. Click Tag new to remember everyone on the results.
4. Open Clients, then Visits Remaining. Use the same start date, tick Show tagged clients only, set Visits remaining between to zero and zero, choose the Detail view and click Go. This leaves the people who stopped coming and have nothing left to use.
5. If the results show the tag icons, click Tag new again, then run Clients, then Mailing Lists with Tagged clients only ticked to get their emails and phone numbers. Export to Excel on that report saves a copy.

Tags are saved to your own login, so another staff member will not see your list.

Past clients, as a smart list

In Marketing Suite, a smart list built on Contacts who have not visited with occurred within set to the number of days you want (90 is Mindbody's own example) updates itself. Someone who comes back drops off the list on their own.

Prospects who never joined

• In the Mailing Lists report, choose the Sales list and set its client filter to only prospects.
• As a smart list, use Is Prospect is Yes, or Contacts who have not visited combined with a recent contact created date for leads who signed up but never came in.

Find frozen members and start with the most recent

The Retention Management report lists each member's freeze status, membership expiration, last check in and check ins over the past 30, 90 and 365 days. Sort by the last check in and send to the people who left most recently first.

Send the three emails

• Go to Marketing, then Marketing Suite, and click Manage beside Campaigns, then Create Campaign.
• Pick a template, write the email, then use Preview and Test to send yourself a copy.
• On the Schedule screen choose your smart list as the audience and set the date and time. Campaigns go out within about 15 minutes of the time you set. Schedule each one at least 30 minutes ahead.
• Marketing Suite emails include a link to communication preferences, and campaigns go only to clients subscribed to marketing email.
• Without Marketing Suite, the Mailing Lists report can put the email addresses in a box ready to paste into the BCC field of your own email. Keep that list to clients who opted in.

Send the two texts

• Marketing Suite campaigns are email only. Texts go out through automations, and only to clients who opted in to text marketing.
• Clients opt in by subscribing from one of your emails, by texting Subscribe to your trackable number, or through the Mindbody consumer site if you sync preferences.
• Automation texts are limited to 136 characters. Clients can reply NOOFFERS to stop marketing texts or STOP to stop all texts, and that line is added for you.
• Marketing Suite is not built for text blasts. A client gets about one text a day and no more than 30 in 30 days, and your business can send up to 900 a day.

Your ten day plan in Mindbody

The five messages, ready to fill in, are on the win back email templates page. Shorten the texts there to fit 136 characters.

Can Mindbody run it for you?

Yes. A Marketing Suite automation is a drip series sent to a smart list, and it can run the whole campaign.

1. Go to Marketing Suite, click Manage beside Automations, then Create Automation.
2. Under Who it's sent to, pick your win back smart list. Tick Enroll contacts who already meet these criteria, or only people who lapse from now on are included.
3. Under What to send, choose email, text or both. That choice holds for the whole automation, so for emails on some days and texts on others, build two automations, one email only and one text only.
4. Use +Add Step for each message and Add Delay for the days between them, then click Looks Good, Turn it On.

A list can feed only one automation at a time, so the second automation needs a copy of the smart list. Automations send once a day between 9am and 8pm, and a client leaves the series when they drop off the list, which happens when they come back. Mindbody also has Rescue Lost Customers, a ready made offer after 180 days away by default, but it works for appointment services only, not classes.

Some Mindbody packages now include Attentive SMS and Email for marketing. If your Marketing tab shows Attentive instead, the same plan applies: a segment of clients with no recent visit and a campaign with several scheduled messages.

See who came back

• Ask your front desk to note anyone who mentions your code word.
• Rerun Last Visit for your tagged list, or check the Retention Management report's last check in and 30 day columns.
• In Marketing Suite, click Actions, then Performance, on each campaign to see opens, clicks and unsubscribes.

Watch out for

• In the US, the email box for news and promos is ticked by default for new clients. Check that the clients on your list really agreed to marketing email before you paste their addresses into your own email.
• If a scheduled campaign goes out after your account's daily sync, it skips clients who already got another marketing email that day.
• Automation texts only reach clients in the US, Canada, the UK, Australia, Hong Kong and Singapore.
• Clear your tagged list before building a new one, or old tags will mix into the results.

Sources

• Clients who have not visited and have no sessions left (Mindbody)
• Tagging clients FAQ and Mailing Lists for tagged clients (Mindbody)
• Mailing Lists report (Mindbody)
• Retention Management report (Mindbody)
• Commonly used smart lists (Mindbody)
• How to set up campaigns (Mindbody)
• How to create automations (Mindbody)
• Send times and limits for emails and texts (Mindbody)
• How clients opt in to text messages (Mindbody)
• How to set up Rescue Lost Customers (Mindbody)
• Attentive SMS and Email (Mindbody, May 2026)