Follow-up Automations & Reminders

Consistent follow-up is the difference between a lead that converts and one that goes cold. GymPoint lets you automate follow-up sequences so your team never misses a touchpoint. This guide covers how to set up sequences, create templates, and configure reminders.

Setting Up Automated Follow-Up Sequences

A follow-up sequence is a series of timed messages that are sent automatically when a lead enters a specific pipeline stage.

1. Navigate to Marketing > Automations from the left sidebar.
2. Click + New Sequence.
3. Give your sequence a name (e.g., "New Lead Welcome Series" or "Post-Tour Follow-Up").
4. Set the Trigger: choose which pipeline stage activates this sequence. For example, selecting "New" means the sequence starts as soon as a lead enters the New stage.
5. Click Create to open the sequence builder.

Adding Steps to a Sequence

In the sequence builder, add communication steps:

1. Click + Add Step.
2. Choose the step type:
   • Email — Send an automated email using a template.
   • SMS — Send an automated text message using a template.
   • Task — Create a follow-up task for the lead owner (e.g., "Call this lead").
   • Wait — Insert a delay before the next step.
3. For email and SMS steps, select a template (see below for creating templates) or write a one-off message.
4. For wait steps, set the delay in hours or days (e.g., "Wait 1 day" between the first and second email).
5. Repeat to build your full sequence.

A typical new lead sequence might look like:

• Step 1: Email — Welcome message (immediately)
• Step 2: Wait — 1 day
• Step 3: SMS — "Did you get our email?" check-in
• Step 4: Wait — 2 days
• Step 5: Task — Assign a phone call to the lead owner
• Step 6: Wait — 3 days
• Step 7: Email — Offer a free trial or tour

Click Save & Activate when your sequence is complete.

Email and SMS Templates for Follow-Ups

Templates save time and keep messaging consistent across your team.

1. Go to Marketing > Communications and open the Templates tab.
2. Click + New Template and choose Email or SMS.
3. Enter a template name for internal reference.
4. Write your message. Use merge tags to personalize content:
   • {{first_name}} — Lead's first name
   • {{gym_name}} — Your gym's name
   • {{lead_owner_name}} — Assigned staff member's name
   • {{form_source}} — The form or source the lead came from
5. For email templates, you can also set a subject line with merge tags.
6. Click Save.

Templates are reusable across multiple sequences and can also be sent manually from the lead detail panel.

Reminder Notifications for Staff

Even with automation, some follow-ups need a personal touch. GymPoint's reminder system keeps your staff on track:

1. Task-based reminders — When a sequence includes a Task step, the assigned staff member receives a push notification and an in-app alert when the task is due.
2. Stale lead alerts — Under Settings > Marketing, enable Stale Lead Alerts. Set a threshold (e.g., 3 days) and GymPoint will notify the lead owner when a lead has had no activity for that duration.
3. Daily digest — Enable the Daily Pipeline Digest to send each staff member a morning summary of their assigned leads, pending tasks, and overdue follow-ups.

Timing and Frequency Settings

Fine-tune when automations run:

• Business hours only — Under Settings > Marketing, toggle on Send During Business Hours Only to prevent emails and texts from going out at odd hours. Set your business hours (e.g., 8 AM - 8 PM).
• Frequency caps — Set a maximum number of automated messages per lead per week to avoid overwhelming prospects. A common setting is no more than 3 automated messages per week.
• Stop on stage change — By default, a sequence stops if the lead moves to a different pipeline stage. You can override this per sequence if needed.
• Stop on reply — Enable Stop on Reply to automatically pause a sequence when a lead responds to an email or SMS, giving your team a chance to take over personally.

Managing Active Sequences

To view which leads are currently in a sequence:

1. Go to Marketing > Automations and click on a sequence name.
2. The Active Leads tab shows every lead currently progressing through the sequence, along with which step they are on.
3. You can manually pause, resume, or remove a lead from a sequence at any time.