Prebuilt segments are groups created automatically based on common customer behaviours. They update over time according to predefined rules, so customers move in and out of a segment as their activity changes. You'll find them under Marketing > Segments, in the Prebuilt tab.
How it works
Each segment is refreshed once a day: a purchase made this morning will appear in the segment from tomorrow.
Customers move in and out automatically based on changes to their activity. You don't need to manage anything.
Prebuilt segments are read-only. If you need a different Journey, create your own under the Custom tab.
Archived customers are never included.
Available segments
Customers: anyone who has made at least one paying transaction, whether a pass, a membership, or even a coffee at reception. The broadest reach for news and announcements about your studio as a whole.
Active clients: customers who currently hold an active pass or membership. Your most reliable base for retention, upselling, and bringing back regulars.
Trials to convert: customers currently on an active introductory offer as part of a trial period who haven't yet made a second purchase. These are your highest-potential leads: convert them before their offer expires.
Clients to motivate: customers whose visits are slowing down compared to their own habits. They haven't left yet, so a light touch is usually enough — a class suggestion or a short check-in message, well before you need to offer a discount.
Clients to keep: customers who have been away far longer than their usual rhythm. Few come back on their own, so this is your last window to act, with a stronger reason to return such as an offer or a personal message.
✨ AI-powered segments, available with the Engage plan. Clients to motivate and Clients to keep are part of the Engage plan. They are AI-powered: they analyse each customer's own booking habits to spot who is slowing down or drifting away, so you can reach out at the right moment.
Open a segment to see who's included, along with useful information about each customer. For example, the Trials to convert segment shows each customer's pass, its expiry date, and their progress stage (Purchased, Booked, or Attended), so you know who to prioritise.
Clients to motivate and Clients to keep
These two segments are based on each customer's own booking rhythm rather than a fixed rule, so a customer who comes twice a week and a customer who comes once a month are judged differently. A customer moves from Clients to motivate to Clients to keep if they keep slipping, and leaves both automatically as soon as they book again.
Both segments show, for each customer: their booking habit (how often they usually book), their total number of bookings, their lifetime value, and their last visit.
Compare the last visit with the booking habit to see how far a customer has drifted from their routine, and use the lifetime value to decide who is worth a personal message rather than a generic one.
Sending a campaign to a segment
From any segment, open the Campaigns tab and click Create a campaign. Choose your channel — Email, SMS, or Push notification — and your message will target exactly the customers in that segment.
The campaign creation process is identical to that of any other Journey. For a full guide, see Send a newsletter to all customers.
Important notes
Segment membership is calculated daily, so very recent activity may not yet be reflected.
Customers with an upcoming booking are not shown in Clients to motivate or Clients to keep, since they are already coming back.
Clients to motivate and Clients to keep need enough booking history to be reliable, so a recently opened studio, or a customer with only a handful of bookings, may not appear in them.
The number of customers who actually receive your campaign may be lower than the number shown in the segment. Customers are automatically excluded if they have no valid contact method for the chosen channel (for example, no email address for an email campaign, no phone number for an SMS), if they haven't opted in to receive marketing communications, or if their email address is invalid or unreachable. The recipient count shown when creating a campaign is an estimate: segment membership may still change between creating and sending the campaign.