How to send a win back campaign in WellnessLiving

Build your win back list

A win back list has two groups. One is clients who cancelled, went on hold or stopped coming in the last six months. The other is Prospects who tried you but never bought. WellnessLiving tracks both through client types and visit dates.

Past members

1. Click the App Drawer button, then Reports, Clients, Clients at Risk.
2. In Client has not visited in, enter how long someone must be gone to count. The default is one month.
3. In Client is considered lost after, enter 6 months so anyone gone longer drops off the list.
4. Use the Client Types filter to keep the groups you want, such as Inactive Member and Active Member.
5. Check the Purchase Option Status column. On hold marks clients whose membership is paused.

A client becomes Inactive Member or Inactive Pass Holder only once every pass or membership they own has expired. The help pages do not say what a cancellation does, so a cancelled client may still show as Active Member. Trust the visit dates more than the type.

Leads who never joined

New clients are Prospects until they buy a pass or membership, and a client whose intro offer expires goes back to Prospect. So the Prospect card in Clients at Risk shows Prospects who visited and then stopped.

For leads who never visited, open Reports, Clients, Lead Management. It lists leads your staff added or the Lead Capture Widget collected, each with a Status of New, Active or Not Interested. Leave out anyone marked Not Interested.

Start with the most recent

Set lost after to 2 months and send to that list first. Then set has not visited in to 2 months and lost after to 6 months for the next batch. People who left recently are the easiest to bring back.

Send the three emails

Group email goes out through QUICK Contact, which the help center places on the Client Report and other reports. Tick clients one by one, or tick the top box to select everyone shown. Then click QUICK Contact and choose Email.

• The Clients at Risk article does not say whether that report has the button. If yours does not, open a report that does, such as the Client Report, filter the list and click Apply Filters. The help pages do not list a last visit filter there, so check names against Clients at Risk.
• Pick a template or write your message. Under SETTINGS, choose Send Now, or Schedule to pick a later date.
• The help pages do not name the sender for QUICK Contact emails. Automated emails use the From email address in your business email settings, and replies go there.
• Clients get these emails only if News and Updates is on in their notification settings. Turning it off is how they opt out of marketing email.
• Sending is capped at 4,000 emails an hour and 40,000 a day, shared across all your locations.

Send the two texts

Choose SMS in QUICK Contact instead of Email. The client needs a valid number in the Cell phone field of their profile. One text holds 160 characters, and longer ones go out in up to 10 parts.

• Without Message Center, marketing texts are one way, so clients cannot reply. The help center listed marketing texts at $0.05 each in the US and Canada in October 2026. A warning appears before you send if a text will cost extra.
• Message Center adds two way texting from a local number. Its product page listed plans from $19 a month for 500 messages in October 2026, counting texts sent and replies received.
• US businesses must finish A2P 10DLC carrier registration first, under Setup, Business, SMS Settings, A2P Status. Its fee is separate from the Message Center plan.
• The help pages describe scheduling for email only. For SMS they describe clicking Send, so send each text by hand on its day.
• Text only clients who agreed to get texts from you. Clients can reply STOP, UNSUBSCRIBE or QUIT to opt out, and START or UNSTOP to opt back in.

Your ten day plan in WellnessLiving

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

Can WellnessLiving run it for you?

Partly. Each automated marketing campaign sends one message when its trigger fires. WellnessLiving's Growth Playbook places them under Marketing, Automated Campaigns.

• One type sends when a client has not booked or checked in for a set number of days, months or years. It counts every service a client attends, plus gym visits and drop ins. The older knowledge base calls it Client Win Back.
• The Retention type also fires after time without a visit, but only for clients who own an active Purchase Option. Clients whose membership has ended will not get it.
• A Lead Capture campaign sends after someone fills in the Lead Capture Widget form.
• A campaign can carry an email, a text and a push version. The help pages do not describe linking campaigns into a timed series, or whether a new campaign reaches clients already past its trigger. Send to your current list by hand.
• The Marketing Suite product page describes ready made win back automations. Its help guide would not load, so ask WellnessLiving what your plan includes.
• The pricing page in October 2026 listed Email & Text Marketing on Business, BusinessPro and Enterprise, not Starter. Business was listed at $199 a month, with a two month introductory discount.

See who came back

• Ask your front desk to note anyone who mentions your code word. Without Message Center, texts cannot be answered.
• Run Clients at Risk again with the same settings. Anyone who visited drops off, and the Upcoming Visit column shows who has booked.
• The Client Type Changes Report lists type changes with dates and the Purchase Options before and after. Look for Inactive Members and Prospects who became Active Members.
• Reports, then Attendance, then Client Analysis shows each client's visits and last visit, filtered by Client Types.

Watch out for

• Turning on Message Center resets your Appointment Reminder and Wait List Promotion text templates. Copy any custom wording first.
• Once you submit the A2P registration you can view it but not edit it. Enter your business details exactly as they appear on your tax documents.
• Message Center texts one client at a time. Group texts still go through QUICK Contact.
• Clients at Risk shows On hold if any one of a client's Purchase Options is on hold. Check the profile before you send a paused member an offer meant for cancelled ones.

Sources

• Contact your clients (WellnessLiving)
• Clients at Risk report (WellnessLiving)
• Client types (WellnessLiving)
• Client reports and the Reports collection (WellnessLiving)
• Lead Management Report and Client Type Changes Report (WellnessLiving)
• Create or modify a custom template (WellnessLiving)
• Automated email template settings (WellnessLiving knowledge base)
• SMS messaging (WellnessLiving)
• Message Center and Enable Message Center (WellnessLiving)
• Message Center product page (WellnessLiving, June 2026)
• Automated marketing campaign types and the older knowledge base version (WellnessLiving)
• Growth Playbook: map your client journey (WellnessLiving)
• Client Analysis Report (WellnessLiving)
• Marketing Suite (WellnessLiving, May 2026)
• WellnessLiving pricing (WellnessLiving, July 2026)