# Follow-up emails

> Session reminders, review requests, win-back discounts and loyalty rewards: automatic emails that cut no-shows and bring customers back. Each is off until you turn it on.

Who can do this: admins only.

Follow-ups live under [Email → Follow-ups](/go/admin/email/follow-ups), one card each. They're all off until you switch them on, and none needs an email plan. Click the eye to preview one with your logo and colours, and the pencil to change its timing, **Subject**, **Content** and **Reply-to**; **Send test to me** emails it to you.

Reply-to defaults to your contact email under [Settings → Company](/go/admin/settings/company) and keeps following it until you set one here.

## Session reminders and review requests

Both are timed from the session, not the booking, so they stay accurate if a customer reschedules.

- **Session reminder** - 24 hours before by default (12, 24 or 48). Customers who book close to the start skip it, since their confirmation has just arrived. Reminders can't be unsubscribed from.
- **Review request** - 24 hours after by default (2, 24 or 48). Add a review link first; turning it on without one opens the settings so you can add it. Each customer is asked at most once every 90 days, and its unsubscribe link stops review requests only.

Every session's **Messages** tab lists both, on or off. To word one session's reminder or review request differently, click the pencil beside it there. Blank fields use your venue default, and the row then reads **Customised for this session**; **Use venue default** goes back. The wording applies to every date of that session; timing stays venue-wide.

## Win-back discounts

**Win-back** emails lapsed customers a personal discount code. Set how long after their last session to send it, the percentage off, and how long the code stays valid.

- **One code per customer, ever**, and it discounts **one space per booking**.
- **Standard-price sessions only** - never private hire or group bookings. Turn on **Limit to specific sessions** to narrow it further.
- **Customers who haven't lapsed are skipped**: anyone with a future booking, an active membership or unused bundle credits.

## Loyalty rewards

**Loyalty reward** emails a customer a code for one free space on one session when they reach a number of visits. Set:

- **Reward after** - from 3 to 100 visits (10 by default).
- **Every N visits** or **Once only**.
- **Apply by** - how long the code stays valid, 90 days by default. Leave it blank for no expiry.

A visit is a confirmed or checked-in booking whose session has started, however it was paid for. The reward is emailed 2 hours after the session ends, by default. The customer uses the button in the email or enters the code at checkout; it isn't applied automatically. Rewards follow the same standard-price and **Limit to specific sessions** rules as win-back, and won't work on sessions that [don't accept bundles](/docs/bundles#stop-bundles-being-used-on-one-session).

Milestones passed before you turned the reward on (or last changed its settings) aren't paid: a regular with 23 visits at every 10 is rewarded at their 30th. Unsubscribing stops the email only; progress and codes still show on the customer's account page.

Issued win-back and loyalty codes appear on their own tabs under [Offers → Discounts](/go/admin/shop/discounts); the card shows how many were issued and redeemed.

## Troubleshooting

1. **Follow-ups aren't sending.** Check the card is on. Follow-ups only send for sessions booked after you turned them on.

2. **I want one date of a repeating session worded differently.** That isn't possible. Create the event as its own session and customise that.

3. **A lapsed customer didn't get a win-back email.** Customers whose last session was before you turned win-back on are skipped, as are customers who unsubscribed.

4. **A loyalty code didn't work on a booking.** Check it hasn't been used or passed its apply-by date, and that the session is standard-price and within your **Limit to specific sessions** list.