Automation

What this page is for

Automation manages trigger-driven journeys and operational follow-ups such as trial reminders, renewal reminders, overdue payment nudges, birthday messages, no-show follow-up, and reactivation flows.

Who should use it

Owner, manager, operations lead, marketing ops

Where to find it

/automation

Before you start

• Automation action timing uses System Default, Before trigger, On trigger, or After trigger with Offset and Unit.
• Automation list fields are Automation Name, Created On, Created By, Status, and row actions Edit, Duplicate, Activate, and Pause.
• Automation list filters are status filter and Search Automation. Scope tabs show Current Tenant, Franchise, and Company context.
• Automation can be created from library or as a custom automation.
• Custom automation identity fields are Name, Description, and ownership scope. Ownership options are Brand/current tenant, selected locations, or all accessible locations depending available scope.
• Trigger picker supports search and trigger category tabs. Trigger categories include appointment, class, billing/payment, subscription, and operational categories returned by the backend catalog.
• Trigger setup fields are Timing, Offset, and Unit. Timing options include Before, On, and After around the selected trigger, plus action-level System Default.
• Journey Entry Filters can be opened from the trigger summary and contain Field, Operator, and Value rows. Operator Exists disables Value.
• Automation client actions are Send Email, Send SMS, Send WhatsApp, Send Push Notification, Create Task, and Apply Tag where available from backend action catalog.
• Automation staff actions include staff notification/task-style follow-up actions returned in the staff action menu.
• Automation action rows show Action, Timing, and Configure/Delete controls.
• Automation action config requires message template, sender, and provider account for customer channels, and blocks submit when the selected channel warning is present.
• Automation Action Config fields are Associated Staff, Staff recipient ID, When, Offset, Unit, Choose message template, From, Provider account, and action-specific content fields.
• Associated Staff sends staff notifications to the appointment coach, trainer, assigned rep, or other associated staff; system default staff is used when no associated staff exists.
• Email automation fields are Subject in 50 characters only and Email content, with rich-text toolbar buttons for bold, italic, underline, ordered list, unordered list, link, image, and code block.
• SMS and WhatsApp automation bodies are limited to 300 characters in the UI.
• Push/staff notification fields are Title in 50 characters only, body limited to 300 characters, Deep Link, and Image URL.
• Create Task automation fields are Task title and Priority. Priority options are Low, Medium, and High.
• WhatsApp automation actions require an active approved WhatsApp template and connected provider account.
• Automation detail tabs are Overview, Actions, Runs, and Settings, with Edit, Duplicate, Test, Pause, and Activate actions.
• Automation runs show trigger source, action count, failed action count, date, and status.
• Run Scheduler manually triggers due automation processing for the current brand when operational staff need to test or recover scheduler timing.
• Define the trigger, entry conditions, audience limits, action sequence, delay timing, quiet hours, retry behavior, and exit conditions before enabling.
• Use templates and provider senders that are already configured and healthy.
• Keep automations narrow at first. Test with a small safe segment before enabling for all members or prospects.
• Use automation health, run history, dead letters, and audit rows to diagnose failed or skipped actions.
• Automation must not bypass permission, provider readiness, opt-out, payment-link, or tenant isolation rules.

Daily workflow

• Review active journeys and recent failures before changing a live automation.
• Create or edit the journey, test the trigger/segment, preview resulting actions, then enable when owner/manager approves.
• Use Save Draft until action warnings are clear, then Save this Automation or Activate after testing.
• Monitor delivery and conversion outcomes after launch.

Watch out

• Do not use automation to silently change invoices, subscriptions, refunds, or access state unless that workflow has explicit product support and audit.

Related help

• Use the left menu to open related pages in Memberships and Payments.
• Use Ask Docs for questions that are already covered in this public documentation.