Terminology update: Smartlists are now called Segments in the new Back Office. This article uses the term Segment throughout.
Journeys is an add on and must be added to your bsport plan by your account manager. Contact customer service if you'd like more information.
Before you start
Most of these Journeys are triggered by a Segment rather than an event. A Segment targets more precisely and stays up to date automatically, so it's the better entry point whenever the audience is defined by a state rather than a single action.
Every Segment below includes a Marketing consent filter set to email consent opted in. This keeps you compliant and keeps your performance metrics accurate.
Where a Journey uses a promo code, create the tag and the promo code before you build the Journey. You can't create either from inside the Journey builder.
Use case 1 — Members who registered but never purchased
New clients create an account, browse the schedule, then never book or buy anything. They were interested enough to register, but without follow-up they go cold. This Journey introduces the studio and encourages a first purchase.
Step 1 — Create the Segment.
Add four filters:
Total class bookings — less than or equal to 0. Selects clients who have never attended a class.
Total appointment bookings — less than or equal to 0. Selects clients who have never booked an appointment.
Total amount spent — less than or equal to 0. Selects clients who have never spent money.
Marketing consent — email consent opted in.
Step 2 — Build the Journey.
Link the Segment to the entry step, then add your email steps with delays between them.
You can narrow this further with a time-based condition — for example, only clients who signed up between two given dates.
Use case 2 — Intro deals that never convert
Clients buy an introductory package, use their credits, and disappear. This Journey encourages a second purchase while their motivation is still high.
Step 1 — Create the Segment.
Add four filters:
Clients who have the intro pass, with the criterion credits = 0. Selects those who have used all their credits.
Clients who don't have any other pass. Excludes anyone who has already bought a follow-up product.
Marketing consent — email consent opted in.
Last booking date — days since last booking = 1. Selects those who went inactive straight after the intro deal.
Step 2 — Create the tag and promo code.
Create a tag. This is what restricts the promo code to clients in this Journey.
Create a promo code with your chosen discount and applicable products, and make it available only to clients carrying that tag.
Step 3 — Set the exit rules.
Successful: purchase of a pass, or creation of a subscription.
Unsuccessful: 14 days, counted from the last step in the Journey.
Step 4 — Build the Journey.
Link the Segment to the entry step and add the tag and email actions. Then add a delay of around two days, followed by another email. Repeat this pairing a few times so clients aren't overloaded with messages.
Use case 3 — Abandoned baskets
Clients add a product to their basket and don't complete checkout. They've shown clear intent, so a prompt reminder recovers a good share of these sales.
Step 1 — Set the entry.
This is the one case where you don't need a Segment. Basket activity updates more frequently than Segment membership, so use the event Add to basket as the entry trigger instead.
Step 2 — Build the Journey.
Add a delay of one to two hours so the reminder lands while the lead is still warm, then send the reminder email. Add further follow-ups if you want a second or third prompt.
Use case 4 — Credit pass holders who quietly go inactive
Clients buy a credit pass, attend a few times, then stop without ever cancelling. This Journey catches them when their pass expires and offers a time-limited incentive to come back.
Step 1 — Create the Segment.
Add four filters:
Class passes — clients who have owned one of your credit passes, with the criterion Expiry date = relative, exactly 1 day ago. Targets clients whose pass has just expired.
Total class bookings — greater than or equal to 1, with Date = relative, between 30 and 90 days ago. Keeps the window to clients who were active recently enough to win back.
Marketing consent — email consent opted in.
Last booking date — days since last booking = 30. Confirms they're currently inactive.
Step 2 — Create the tag and promo code.
Create the tag first, then a promo code restricted to clients carrying it.
Step 3 — Set the exit rules.
Successful: purchase of any product, or creation of a subscription.
Unsuccessful: 10 days, counted from the last step in the Journey.
Step 4 — Build the Journey.
On entry, add the tag and the email. Add a delay of around two days between subsequent emails.
Step 5 — Remove the tag at the end.
Add a final action, select Remove Tag, and choose the tag added at the start. Without this step, clients keep the tag and can still redeem the discount after the campaign has ended.
Use case 5 — Frequent attendees who should be on a subscription
Some clients attend several times a week but keep buying credits or small packs. They usually spend more than they need to, and a subscription would suit them better while giving the studio predictable recurring revenue.
Step 1 — Create the Segment.
Add three filters:
Class passes — clients who don't have any pass connected to a subscription.
Total class bookings — greater than or equal to 10, with Attendance = present, Class passes = your credit packs, and Date = relative, between 1 and 30 days ago. Targets clients who booked ten or more sessions in the last month using credit packs alone.
Marketing consent — email consent opted in.
Step 2 — Set the exit rules.
Successful: creation of a subscription.
Unsuccessful: 7 days.
Step 3 — Build the Journey.
After entry, add a Segment communication followed by an informative email that sets out the cost comparison. Add delays and repeat a few times.
Use case 6 — Clients with an outstanding balance
Payments can stay outstanding for many reasons — a disputed charge, a declined card, a bank block. This Journey follows up automatically so your team doesn't have to check accounts one by one. Keep the tone helpful rather than accusatory: an outstanding balance rarely means the client chose not to pay.
Step 1 — Create the Segment.
Add the Account balance filter, set to less than or equal to a negative figure such as -10. Include the minus sign, or you'll target the wrong clients.
Step 2 — Set the exit rules.
Successful: create a second Segment with only the Account balance filter, set to greater than or equal to 0, and use it as the successful exit.
Unsuccessful: between 7 and 30 days, depending on your payment cycle.
Enable the option allowing clients to enter and exit this Journey more than once, so a client with several unpaid invoices at different times is picked up each time.
Step 3 — Build the Journey.
On entry, add a Segment communication. Add a delay of a few days before the first reminder — you generally don't want to message a client the moment an invoice goes unpaid. Repeat a few times, and consider adding an SMS alongside the email.
Use case 7 — Onboarding new subscription members
New members often hear nothing after they subscribe, so they're unsure which classes to try or what their membership includes. This Journey guides them through their first few weeks. It's the one case here that isn't aimed at a sale — the return is engagement and retention rather than direct revenue.
Step 1 — Set the entry.
Use the event new subscription creation, followed by a welcome and thank-you email.
Step 2 — Set the exit rules.
Treat this Journey as reversed: you want members to complete the full onboarding rather than leave it early.
Successful: a subscription pause or stop.
Unsuccessful: 2 days.
Step 3 — Build the Journey.
After entry, add the event class attendance followed by a second informative email. Add delays and repeat a few times.
Don't enable the option allowing members to enter and exit this Journey more than once — onboarding should run only once per member.
Useful things to cover across the emails: a welcome, practical tips for getting started, what's included in the membership, how to book and use the app, an introduction to the teachers and community, and encouragement to build a routine. If the studio sells several memberships, a separate onboarding Journey per subscription type works better than one generic flow.
Frequently asked questions
Should I use a Segment or an event as the entry?
Use a Segment when the audience is defined by a state — no purchases yet, credits used up, negative balance. Use an event when it's defined by a single action at a moment in time, such as adding to a basket or creating a subscription.
Why do I need a tag for the promo code?
The tag is what restricts the code to clients inside the Journey. Without it, the promo code is available to anyone.
Can a client be in more than one Journey at a time?
No. A client can only be in one active Journey at a time, and enters the highest-priority one they match. Reorder your Journeys to control which takes precedence.
How quickly do Journeys run?
Every hour. Automations tied to a Segment run every 24 hours.