How to send a win back campaign in Momence

Build your win back list

A win back list has two groups: customers who cancelled, froze or stopped coming in the last six months, and leads who never bought. In Momence both become saved segments you can message.

Past members

1. Go to Customers, then Customer List, and click the blue Customer Segmentation button.
2. Filter by visits and choose exactly 0 visits. Then filter visits by date, choose flexible, and set it to the last 30 days.
3. Save the segment and give it a clear name, such as Win back. It appears next to All customers and at the top of your Inbox.
4. To label everyone on it, tick the top left checkbox to select all, click Add tags and pick a tag. A tag lets you filter or automate on this group later.

A zero visit filter catches cancelled and frozen customers too, because they stopped booking. The help pages do not describe a filter or report that lists cancelled or frozen subscriptions on their own.

Leads who never joined

Leads live under Marketing, then Leads, once the Leads app is turned on in Apps & Integrations, then App Store. Leads who buy stay on the dashboard with a Closed status. To leave them out, click Lead Segmentation, toggle on Filter by conversion status, click Apply, then Save segment.

Start with the most recent

The zero visit segment also holds people who left years ago. Run the Customer Attendance Analysis Report for the last six months with Exclude customers without visits ticked. Anyone on both lists stopped coming recently, so message them first.

Send the three emails

Go to Marketing, then One off Messages. Choose email, pick your saved Customer Segment or Lead Segment, and write the message. Typing {{first_name}} fills in each person's first name. Save the emails first under Marketing Templates and use Load from template to drop them in.

• Without the Marketing Suite, one off emails stop at 75 recipients at a time. Turn it on from Apps & Integrations, then App Store.
• One off messages can be scheduled, so you can write each email ahead and pick the time it goes out.
• To send from your own address, an admin opens Settings, then Marketing suite settings, and scrolls to Domain verification for emailing. You add the DNS records Momence gives you, wait up to 72 hours, then set your sender address.
• Momence's marketing page says email replies come back to your inbox, without naming which one. Check your Momence Inbox, under Home, and your own email daily during the campaign.
• Every marketing email has an unsubscribe link in the footer. Group messages skip unsubscribed customers, and Momence warns you before it sends.

Send the two texts

Momence texts and calls come from your Momence number, set up under Settings, then Phone number. Two way texting is on Pro and higher plans, and replies come back as a conversation in the Inbox. Send the texts from One off Messages the same way as the emails, choosing SMS.

• Texts are billed in tiers based on segments, the carrier unit for message length. Check your usage under Studio Setup, then Phone number, then Tiers. The help pages do not give a price per text or a character limit, so keep each text short.
• If a campaign goes over your tier, a pop up offers the next tier up. Turn on Notify when reaching SMS limit before you start.
• Text only customers who agreed to get texts. The help pages do not describe a consent field, so tag the people who agreed and filter your text segment by that tag.
• A reply of STOP ends both transactional and marketing texts. Staff cannot turn texts back on for that person; they have to reply START themselves.

Your ten day plan in Momence

The five messages, ready to fill in, are on the win back email templates page. Save them under Marketing Templates before Day 1.

Can Momence run it for you?

Yes. Sequences, under Marketing, then Sequences, pair a trigger with actions. The Winback trigger fires when a customer has not come to a class or appointment in a number of days you choose.

• For a ready made start, open the dropdown, choose Folder from Template and pick the Winback template. Template sequences start switched off. Replace the text in square brackets before you enable them.
• Space the five messages with the days after win back field, or the Timing: offset setting on each action. Actions include Email / SMS, A Staff Task and Add / Remove a Tag.
• Add a counter condition so anyone who buys drops out of the sequence.
• The help pages do not show how to limit a sequence's texts to tagged customers. Sending the two texts as one off messages is safer.
• Other useful triggers are Subscription cancellation, Membership freeze, Membership expiration, Intro offer expiration and New lead record created.
• Momence says sequences keep looking for new customers who fit the trigger. Its pages do not say they reach people who lapsed before you turned them on, so send the first round as one off messages.
• Sequences are part of the Marketing Suite. Momence's pricing page showed no prices in October 2026 and offered a custom quote instead.

See who came back

• Have your front desk note anyone who says your code word, and watch the Inbox for replies.
• Analytics, then Funnels, then the Winback Funnel, shows how many inactive customers were contacted, viewed a checkout page, booked and checked in. The contact has to fall inside the funnel's date range.
• The Customer Attendance Analysis Report lists each customer's visits for a date range. Run it for the ten days and look for names from your list.
• Marketing, then One off messages, then Sent, shows the open rate and link clicks for each email.
• Analytics, then Insights, includes a customer retention figure you can compare with the month before.

Watch out for

• If you run out of texts, Momence stops texting and sends the message as an email instead. Check your tier, or turn on Auto upgrade, before Day 3.
• Downgrading a text tier takes effect at once with no refund, so do not downgrade mid campaign.
• Messages you send one person at a time from the Inbox or a profile still reach customers who unsubscribed. Send the campaign from One off Messages so opt outs are respected.
• A staff account set to one location only sees that location's messages, so replies can seem to be missing.
• The Winback Funnel counts only contacts made inside its date range. Start the range on or before Day 1, or your campaign will look smaller than it was.

Sources

• One Off Messages FAQ's (Momence, August 2026)
• Customer Communication FAQ's (Momence)
• Discount codes, Price Rules, Referrals, Tags FAQ's (Momence)
• Leads FAQ's and Leads, a tour of the dashboard (Momence, August 2026)
• Contacting leads through email and SMS (Momence, August 2026)
• Marketing Suite overview (Momence, August 2026)
• Templates for Marketing FAQ's (Momence, August 2026)
• Domain Name Service (DNS) FAQ's (Momence)
• Inbox email forwarding and Outbound calling from the Momence Inbox (Momence, August 2026)
• Spotfiller, for STOP and START replies (Momence, August 2026)
• Sequences FAQ's (Momence, August 2026)
• Sequences True and False conditions (Momence, August 2026)
• Momence term glossary (Momence, August 2026)
• Funnels (Momence, August 2026)
• Customer Attendance Analysis Report (Momence, August 2026)
• Insights filters and aggregates (Momence, August 2026)
• Renewal, Freeze and Failure FAQ's (Momence)
• Momence marketing and Momence pricing (Momence)