How to send a win back campaign in Walla

Build your win back list

A win back list has two groups: clients whose plans ended in the last six months, and intro clients who never joined. In Walla you save each group as an Audience, which Newsletters and Journeys can send to.

Past clients

1. Open Audiences in the main menu, choose + Create an audience, and give it a name.
2. Select Add a Condition and pick Class Plan Status. Choose Any plan, then Canceled, and set Within the last or including to cover six months.
3. Select Add Condition Block, pick Has Member Status, and choose clients without an active membership. Anyone who rejoins then drops off.
4. Select View contacts and check a few names.

For plans that ran out, use Expired/Completed with On or after a date six months back. Walla says paused, not frozen; Paused Plans finds clients on hold. Clients with no visit in over 90 days show as Inactive under Contacts, then More Filtering Options, then Status.

Leads who never joined

Build another audience with the class check in condition. Set Number of Check ins to More than (or equal to) 1, and use Within the last (and including) to cover six months. Under Payment Method, choose Specific payment method and pick your intro offer. Add Has Member Status with no active membership.

To check it, open Reports, then Plans, then Intro Offers. The red Action Card opens the Active & Expired Intro Offers report of clients who have not converted. It cannot be exported, but you can copy email addresses. On Pro, the Lead Tracker under Sales also has stages like Intro Expired.

Start with the most recent

Core allows three audiences with two condition blocks each, enough for canceled, expired and intro clients. Pro has no audience limit. If the list is long, use 60 days first, then widen it. Audiences refresh every 24 hours, so edit them the day before you send.

Send the three emails

Open Marketing, then Newsletters, then Create Email. Name it, pick an audience, and select View contacts to see who gets it. Then select Configure this action to write it. Make one newsletter per audience.

• The sender name defaults to your business name. Set Reply To Email to an inbox someone checks, since COMEBACK replies land there.
• Emails come from a hellowalla.com address unless you add the two DNS records Walla support gives you for your own domain, which helps delivery.
• Set the send time under Pick Date and Time, in your business time zone. An email with no date never sends.
• You can schedule all three on Day 1. Duplicate copies the audience and content but not the date, so set a new date and rewrite each copy.
• Every newsletter includes an unsubscribe link, and only clients opted in to marketing receive it.

Send the two texts

Core includes transactional texts only. Your own texts need two way texting. In October 2026 the pricing page listed it at $100 a month on Core and included in Pro. Without it, send the two texts from the tool you already use, only to people who agreed.

• Texts come from the two way number Walla assigns you, and replies land in the Inbox. The help pages describe the Inbox as one thread per client, not a group send. On Pro, a text only Journey can text a whole audience.
• Carriers must approve your number first. Walla submits it, approval usually takes one to two weeks, and texts are blocked until then.
• A segment holds roughly 153 characters, and emojis can split a text into more. All your locations share one monthly segment allowance that resets on the 1st.
• Clients agree to texts through the SMS/Text Messages setting in your widget or app, and audience texts skip anyone who has not. Walla says to put opt out wording, like Reply STOP to unsubscribe, in every text.

Your ten day plan in Walla

The five messages, ready to fill in, are on the win back email templates page. Once your names, link and opt out line are in, keep each text near 153 characters so it stays one segment.

Can Walla run it for you?

Partly, on Pro, listed at $599 a month per location on the pricing page in October 2026. Open Marketing Center, select the Journeys tile, then Create New Journey.

• Pick your audience, select Configure this action, and choose text only. The automation toggle and the Journey toggle must both be on.
• Journey texts go out hourly, never during do not disturb hours.
• The help pages describe no wait step and do not say when a new Journey first sends. Build each text as its own Journey, use Save and Test, and switch it on that day.
• The Resend Email condition can follow up a chosen number of days after an earlier newsletter.
• Frequency per Contact defaults to One time Only, so nobody gets one twice.
• WallaPredict flags clients At Risk on their profile and suggests next steps. Its help page does not describe it sending messages.

Walla's marketing page mentions win back automations, but the help center does not describe one. Build your own, or send by hand.

See who came back

• Ask your front desk to note anyone who mentions your code word. Check your Reply To Email inbox and, with two way texting, the Inbox.
• Reports, then Clients, then Visits by Client, shows each client's visits and can be exported. On Contacts, anyone who visited in the last 90 days shows as Active.
• The Intro Offers report's conversion graph shows which plans intro clients bought afterward. Reports, then Financials, then KPIs, shows New Autopays each month.
• Marketing Automation, also under Clients, shows how your email and text campaigns performed. Newsletter opens and clicks are under the Past tab, then Stats.

Watch out for

• With two way texting, Message Selected on Contacts sends an email and a text, and ignores marketing opt in. Messaging an audience always sends an email too. Avoid both on text days.
• Texts keep sending past your monthly allowance, and the overage is billed next month. Walla's FAQ suggests checking win back campaigns to large segments when this happens.
• Keep bounces under 10 percent and spam complaints under 0.1 percent, or email sending can be suspended. Old addresses bounce, so start recent.
• Walla's bulk text FAQ says texts go out in fixed two hour windows and are held from 7 PM to 8 AM. Set them up early.
• A help article lists Lite, Core and Pro plans with different features than the pricing page, so confirm what your account includes.

Sources

• Newsletters and scheduled emails and audiences for newsletters (Walla, June 2026)
• A guide to creating audiences (Walla, September 2026)
• Class plan status, class check in and member status conditions (Walla, June to August 2026)
• Client statuses and the Contacts page (Walla, June 2026)
• Intro Offers report, lead stages and Lead Tracker (Walla, June 2026)
• Your own email domain and newsletter stats (Walla, June 2026)
• Two way texting FAQ, text deliverability and opt in settings (Walla, June 2026)
• Bulk text campaign FAQs (Walla, April 2026)
• A guide to building Journeys (Walla, April 2026)
• Frequency per contact (Walla, August 2026)
• Resend Email condition and WallaPredict (Walla, June 2026)
• Available reports (Walla, April 2026) and KPIs report (Walla, June 2026)
• Export capabilities and pricing and features (Walla, June 2026)
• Walla pricing (Walla, October 2026) and Marketing Suite (Walla)