The Follow Up Settings page allows clubs to configure how prospects, members, inactive members, and personal training leads are managed throughout the follow-up process. From this page, administrators can create and manage follow-up schedules, scripts, segments, and automated communications.

These settings help ensure leads and members receive consistent communication while giving clubs flexibility to customize their outreach strategy.

Accessing Follow-Up Settings

To access Follow Up Settings, navigate to:

• My Club > Follow Up Settings > Segments, Schedules and Scripts

This page is available to Unrestricted Club Admins and Restricted Club Admins. The Follow Up Settings page is divided into several workflow tabs, including:

• Prospecting
• Member
• Inactive Member
• Personal Training (if enabled)

Additional tabs are available for administrative tasks such as transferring leads, rescheduling overdue follow-ups, and managing remarketing settings. These tabs are the ‘Bulk Jobs’ and ‘Settings’ tabs.

Follow-Up Schedules

Each status within the workflow can have its own follow-up schedule. These schedules determine when follow-up tasks appear in the Dashboard Follow-Up widget and help ensure staff members are prompted to engage with prospects and members at the appropriate times.

For most statuses, follow-ups are scheduled based on the date a prospect enters the status. Member follow-ups work differently and are based on the member's agreement purchase date.

If a member leaves a status and later returns to it, the follow-up sequence does not restart. Instead, the system continues following the original schedule.

Example

A member enters the Member - Delinquent status after missing a payment. Once the payment issue is resolved, the member is moved back to the Member status. Rather than starting at Follow-Up #1 again, the system calculates the next follow-up based on when they became a member.

Understanding Overdue Follow-Ups

Follow-up schedules assume that each touchpoint is completed on time. When a follow-up becomes overdue, future touchpoints are automatically adjusted.

For example, if the follow up schedule says to reach out to Referrals on Day 1, Day 3 and Day 5: 

However, if the first follow up remains in overdue for 1 day, the schedule for that individual prospect/member becomes Day 1(+1 day), Day 3(+1 day) and Day 5(+1 day): 

Note: This ensures the intended spacing between touchpoints remains consistent throughout the follow-up sequence.

Adding/Editing a Touchpoint

Touchpoints define when follow-up activities should occur within a status.

To add a new touchpoint:

1. Click 'New Touchpoint' or click the 3 dots on the touchpoint to edit the current touchpoint. 
2. Select Immediate or enter the desired day number.
3. Click Save.

If another touchpoint already exists on the same day, you'll be prompted to determine whether the new touchpoint should occur before or after the existing touchpoint.

Touchpoint Limits

Each status can contain up to 10 touchpoints. Once the tenth touchpoint is reached, it becomes a recurring follow-up. The system will continue scheduling that touchpoint until the prospect or member is marked as Not Interested.

The recurring interval is determined by the number of days between Touchpoint 9 and Touchpoint 10.

Follow Up-Scripts and Automation

Scripts can be assigned to individual touchpoints to provide staff with consistent messaging during follow-up activities.

Each touchpoint supports:

• Call scripts
• Email scripts
• Text scripts

To edit a script, locate the desired touchpoint and select the appropriate communication icon. Script content can then be entered and maintained within the corresponding tab.

Using scripts helps ensure communication remains consistent across staff members and locations.

Automatic Follow-Ups

Email and text touchpoints can be configured to send automatically without requiring staff intervention.

To enable automatic follow-ups:

1. Open the Email or Text touchpoint settings.
2. Enable the 'Automatic' option.
3. Select the desired send time.
4. Configure the preferred delivery method.
5. Select a backup delivery method if desired.
6. Save your changes.

Automatic follow-ups help maintain consistent communication and reduce the number of manual follow-up tasks staff members must complete each day.

Note: If the backup delivery method is 'None (Convert to Manual)', or an automatic email or text cannot be sent, the follow-up will convert to a manual follow-up and be added to the Follow-Up queue for a staff member to complete.

Follow-Up Segments

Segments allow clubs to further organize contacts within certain statuses so they can receive more personalized communication and follow-up experiences.

The following statuses support segments:

• Web Lead
• Appointment Booked
• Member

Also, segments can have their own:

• Follow-up schedules
• Email scripts
• Text scripts
• Call scripts
• Automatic follow-up settings

This allows clubs to create highly targeted communication strategies while still managing contacts within the same overall status.

Example

Suppose your website contains two lead capture forms Request a 7-Day Pass AND Request General Information. Both submissions may enter the Web Lead status, but you may want to communicate with those prospects differently.

For prospects requesting a 7-Day Pass, you may want to:

• Automatically send an email containing their guest pass
• Use scripts that reference the pass offer
• Follow a more promotion-focused communication plan

For prospects requesting General Information, you may prefer to:

• Send informational content about the club
• Avoid sending a guest pass
• Use a different follow-up schedule or messaging strategy

By creating segments within the Web Lead status, Club OS can automatically place prospects into the appropriate communication path and ensure they receive the most relevant messaging.

Managing Segments

To create a new segment, navigate to Manage Segments and click Add New Segment. Enter a segment name, select the marketing source or membership type that should be associated with the segment, and click the Save (floppy disk icon) to apply your changes.

View Current Segments

Once a segment has been created, it can be accessed by clicking View Segment beneath the applicable status. Within the segment, you can configure its own follow-up schedules, scripts, and automation settings.

Prospects or members who meet the segment criteria (such as having the selected marketing source or membership type) will automatically be assigned to that segment and will receive the follow-ups configured specifically for it.

Contacts who do not meet the criteria for any segment within the status will continue to receive the follow-ups configured for the standard status.

Copying Segments

When multiple statuses or locations require similar configurations, segment settings can be copied rather than recreated manually. Copying segments helps maintain consistency across locations while reducing administrative setup time.

Copying Individual Segments

Copying All Segments

Follow-Up Settings FAQ

I changed my follow-up settings, but prospects or members are not following the new schedule. Why? 

When changes are made to follow-up settings, any currently scheduled follow-ups are not immediately recalculated. The new settings will take effect after the prospect or member completes their next scheduled follow-up, at which point future follow-ups will follow the updated configuration.

Why are some statuses hidden?

Statuses can be hidden or displayed based on your organization's workflow and configuration. If you would like to hide or unhide a status, please contact ClubOS Support for assistance.

Why is status segmentation only available for certain statuses?

Status segmentation is only available for the statuses Web Lead, Appt Booked, and Member at this time. These are the statuses that have had the most requests to segment. Please reach out to ClubOS Support to request segmentation in additional statuses for future consideration.

Why can't I edit my follow-up settings?

The Segments, Schedules and Scripts tab displays whether follow-up settings can be edited at your location.

• A green checkmark indicates that editing is available.
• A red X indicates that editing is disabled because the settings are managed at the Brand Level rather than the Location Level.

Unrestricted Club Admins can access and edit Brand Level settings. If changes are needed, they can either be made at the Brand Level or you can contact ClubOS Support to discuss managing your location's settings independently.

What happens if I copy a segment to a location that doesn't have the associated marketing source?

When a segment is copied to another location, any associated marketing source will automatically be added to the destination location if it does not already exist.

Why didn't my segment copy successfully?

A segment will not copy if the associated marketing source or membership type is already being used in another segment within the same status.Each marketing source or membership type can only be assigned to one segment per status.

Why wasn't a lead added to a segment even though they met the criteria?

Leads are only assigned to a segment when they enter the status after the segment has been created.

If a lead was already in the status before the segment was created, they will remain on the existing status configuration and will not be automatically reassigned to the new segment.

Why can't I access a feature mentioned in this article?

Some aspects of this page are available by granting user access. Please reach out to your admin or ClubOS Support with questions.