How to send a win back campaign in Vagaro

Build your win back list

A win back list has two groups: customers who cancelled, paused or stopped coming in the last six months, and intro customers who never joined. Vagaro calls everyone a customer, so both groups come from the same reports.

Past members

1. Open Reports, then the Memberships Report. Filter the status to Cancelled, then Paused, then Inactive, which covers expired memberships and failed payments.
2. Click the Modified Date column header to sort, and keep changes from the last six months. Export to Excel so you have a checklist.
3. For customers who bought packages instead, open Reports, then Packages. Set Status to Expired, then Redeemed, which means no visits are left.
4. When you build each campaign, the Recipients step has a quick filter called Customers who haven't visited in a while. Select Apply Filters and compare the names it shows with your export. If it misses people, choose Specific customers instead and pick them from your export.

That quick filter uses the last checked out or completed appointment. The help pages do not say how long a while is, so the export check matters.

Leads who never joined

The help pages we checked do not describe a separate lead status. Your intro customers are the ones who bought a trial or intro package but never a membership. Pull them from the Expired and Redeemed package lists, then cross off anyone Active in the Memberships Report.

Start with the most recent

If the list is long, sort by Modified Date or Expiration Date and send to the last two months first. Then do months three to six. People who left recently are the easiest to bring back.

Send the three emails

Go to Marketing, then Create Campaign under Email & Text Marketing, then Create Campaign again. Choose Email as the delivery method and add a subject line. Under Campaign Type, pick One Time Campaign.

• Choose Schedule and set the Send Out date and time. You can line up each email ahead of its day.
• In Email Design, add a Button to your Vagaro booking page. Clicks and bookings are tracked only through Vagaro links and elements.
• Each email uses one credit. The free Small email plan includes 1,000 credits a month, per Vagaro's support center in October 2026. Plans are under Settings, then Email Marketing Plans.
• Vagaro skips customers with no email on file, invalid emails, or who are blocked from online booking. It also skips anyone who opted out of marketing.
• The help pages do not say which address the email comes from or where replies go. So ask people to bring the code word to the front desk or text it back, rather than reply by email.

Send the two texts

Vagaro texts from a toll free number that comes with a paid Text Messaging plan. Texts are two way: when a customer replies to a text campaign, the reply shows up in Connect by Vagaro. Build a text the same way as an email, but choose Text as the delivery method and write it in Compose Text.

• Turn on a plan under Settings, then Text Messaging Plans. It is not open during a free trial. In the US the Small plan was listed at $20 a month for 1,000 credits in October 2026.
• Your number must pass a review that usually takes at least two business days. You cannot send while it shows Pending Review, so start this a week before Day 3.
• One credit covers 160 characters. A single emoji drops that to 70, and a picture costs 3 credits in the US. Replies use credits too.
• Use Insert Link to add your booking page, so a booking from the text is tracked.
• Text only customers who agreed to get texts from you. Vagaro skips anyone who opted out of text marketing and anyone without a mobile number. The help pages do not say whether opt out wording is added for you. Use Send Text Preview to your own phone to see what arrives. It uses credits.

Your ten day plan in Vagaro

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

Can Vagaro run it for you?

Partly. Every campaign type except One Time Campaign keeps running until you turn it off. Each one sends a single email or text at a set time, and the help pages do not describe a chain of messages.

• Lost Customer goes to customers with no visit and no future booking, 1 to 52 weeks after their last visit. It does not look back at people already lost, so it will not reach this list.
• Purchase can send up to 30 days after someone buys a chosen package or membership. Tie it to your intro package to invite trial customers to join.
• These preset campaigns send at 8 AM. For another time, or another trigger, use Custom Automation. Saved ones sit under My Automations, but the help pages do not list the triggers.
• Specific customers is not offered for automated campaigns, so your hand checked list only works as a One Time Campaign.

See who came back

• Ask your front desk to note anyone who mentions your code word. Check Connect for text replies that use it.
• Your campaign results, under Marketing then Create Campaign and the Sent view, show Booked and Revenue for each email and text.
• Reports, then New vs Returning, in Grid View, lets you open the returning cards to see each customer name and appointment date. Match those names to your list.
• In the Memberships Report, set Status to Active and sort by Started Date to see who rejoined during the ten days.

Watch out for

• A scheduled campaign moves into the Sending Queue. To change it there, duplicate it and set the old one to Inactive, or both will go out. So schedule each message the day before it sends, after you take out people who came back.
• Last visit counts only checked out or completed appointments. If your desk skips checkout, Customers who haven't visited in a while will be wrong.
• Customers who blocked your email address are still sent to, and the email bounces. Failed sends are not refunded.
• Vagaro only lets you schedule marketing from 8 a.m. to 8 p.m. your time. Quiet hours last until 9 a.m. in Connecticut, Nevada and Texas, and until noon on Texas Sundays. Schedule texts for mid morning.

Sources

• Send a one time email marketing blast (Vagaro, August 2026)
• Send a one time text marketing blast (Vagaro, August 2026)
• Email campaign types and text campaign types (Vagaro, July 2026)
• Send an automated email campaign and send an automated text campaign (Vagaro, August 2026)
• Activate an email marketing plan (Vagaro, July 2026)
• Activate a text messaging plan (Vagaro, July 2026)
• How Vagaro calculates credit usage for text messages (Vagaro, July 2026)
• Quiet hours laws and your Vagaro marketing (Vagaro, August 2026)
• Is Connect by Vagaro free (Vagaro, May 2025)
• View campaign success and performance (Vagaro, August 2026)
• Manage customer memberships from the Memberships Report (Vagaro, August 2026)
• Manage customer packages from the Packages report (Vagaro, July 2026)
• Run the New vs Returning customers report (Vagaro, September 2026)