Almost every studio has clients who used to come regularly and then stopped showing up. The win-back automation reaches out before they forget you completely: it sends a friendly "we miss you" email, optionally with a gift voucher to bring them back. This article explains how Zenamu decides who to contact and how to set the automation up.
How win-back works
Zenamu tracks when each client last attended a class, course, event, or appointment. Once the number of days you set in No visit for (days) has passed since their last visit, the client gets your win-back email.
A client with an upcoming booking doesn't count as lost — they won't get the email, even if their last visit was long ago.
No pestering: when the next email goes out
So win-back doesn't feel like spam, there are two safeguards:
Don't resend sooner than (days) — after an email goes out, Zenamu leaves the client alone for the period you set, even if they still meet the conditions.
The next email only comes after a return. If a client didn't respond to the email and didn't come in, they won't get a second win-back. We'll reach out again only if they came back, attended, and then dropped off once more. That way, clients who aren't interested in returning don't get repeated messages.
Settings
On the Win-back card, under Marketing and promo → Marketing, you'll find:
Send win-back emails — the main switch for the automation.
No visit for (days) — how many days without a visit before a client counts as lost. The right number depends on your studio's rhythm; for weekly classes, 60–90 days is often about right.
Don't resend sooner than (days) — the minimum gap between two win-back emails to the same client.
Send at — the hour it goes out.
Subject and Message — use the default text as it is, or write your own.
The card also shows you how many clients the send-out would currently reach, so you can see the size of the group before you even turn it on. When the number is zero, it means everyone's attending, or they already got the email recently.
A gift voucher as an invitation back
Win-back tends to work best with a small gift: turn on Add a gift voucher and the client gets a voucher for their next visit along with the email. The separate article on gift vouchers explains how they work.