At-Risk Member Alerts & Re-engagement

When Pulse AI identifies a member whose health score has dropped below your configured threshold, it triggers an at-risk alert. This guide explains how alerts work, what re-engagement options are available, and how to measure your success.

How Alerts Are Triggered

At-risk alerts fire automatically based on the at-risk and critical thresholds you set for churn prediction (see Churn Prediction & Health Scores):

• At-Risk Alert — Triggered when a member's health score drops below the at-risk threshold (default: 40).
• Critical Alert — Triggered when a score drops below the critical threshold (default: 20).

Alerts are generated once per member per threshold crossing. If a member's score briefly dips below 40 and recovers, the alert fires when the score first drops. It will not fire again unless the score recovers above the threshold and then drops again.

Where Alerts Appear

• Dashboard widget — The Member Health widget shows the current count of at-risk and critical members.
• In-app notifications — Staff members assigned to the at-risk member receive a notification.
• Email digest — If enabled under Settings > Notification Preferences, a daily summary of new at-risk members is emailed to selected staff.
• Members list — Filter the Members page by at-risk status to see all currently at-risk members sorted by health score (lowest first).

Re-engagement Campaign Suggestions

When you open an at-risk member's profile, Pulse AI provides suggested re-engagement actions based on the specific factors driving the low score:

• Attendance drop-off — Suggestion: "Send a personalized class recommendation based on their past attendance."
• Payment failure — Suggestion: "Reach out to update payment method before the next retry."
• Low engagement — Suggestion: "Offer a complimentary personal training session or class pass."
• No portal activity — Suggestion: "Send a 'We miss you' email with upcoming class highlights."

These suggestions appear in the Re-engagement tab on the member profile. Each suggestion includes a one-click action to execute it.

AI-Drafted Outreach Messages

Pulse AI drafts personalized outreach messages for at-risk members:

1. Open the at-risk member's profile.
2. Click the Re-engagement tab.
3. Under AI-Drafted Messages, you will see one or more message drafts. Each draft is tailored to the member's situation and written in a friendly, non-pushy tone.
4. Review the draft. You can:
   • Send as-is — Click Send Email or Send SMS to deliver the message immediately.
   • Edit before sending — Click Edit to customize the message, then send.
   • Regenerate — Click Regenerate to get a new draft if the first one does not feel right. This uses one AI credit.
   • Dismiss — If you prefer to handle the outreach manually.

Example AI-drafted email:

Subject: We noticed you've been away, [First Name]

Hi [First Name],

We haven't seen you at [Gym Name] in a couple of weeks, and we wanted to check in. If something's gotten in the way of your routine, we'd love to help you get back on track.

We have some great classes coming up this week that we think you'd enjoy. Would you like us to save you a spot?

Just reply to this email or stop by the front desk — we're here for you.

All AI drafts are logged in the member's activity timeline for your team's reference.

Tracking Re-engagement Success

Measuring whether your efforts are working is critical for refining your approach.

Per-Member Tracking

On each at-risk member's profile, the Re-engagement tab shows:

• Actions taken — A list of all outreach messages sent, with timestamps and channels.
• Member response — Whether the member opened, clicked, or replied to your outreach.
• Score change — How the health score has moved since the re-engagement effort began.
• Outcome — GymPoint automatically labels the outcome as one of:
  • Recovered — Health score climbed back above the at-risk threshold.
  • In progress — Outreach was sent but the score has not yet recovered.
  • Churned — The member canceled despite re-engagement efforts.

Aggregate Reporting

Under Reports, view aggregate re-engagement metrics:

• Re-engagement rate — Percentage of at-risk members who recovered.
• Average recovery time — How many days it took for recovered members to return above the threshold.
• Channel effectiveness — Which outreach channel (email, SMS, phone call) had the highest recovery rate.
• AI draft performance — How AI-drafted messages compare to manually written ones in terms of open rate, reply rate, and recovery rate.

Best Practices

• Act fast on critical alerts. Members with scores below 20 are very likely to cancel within days. A personal phone call is often more effective than an email at this stage.
• Do not wait for the alert. Review the Declining category (40-59) weekly and proactively reach out before scores drop into at-risk territory.
• Personalize your approach. AI drafts are a starting point. Adding a personal detail ("I remember you loved the Thursday spin class") makes the message significantly more effective.
• Track and iterate. Use the aggregate reports to identify which re-engagement strategies work best for your gym and double down on them.