When a member goes quiet, it is easy for them to slip away entirely. The Win Back Lapsed Members workflow triggers automatically once a member has not visited for a set number of days, sends a personal outreach message, prompts your team to follow up, and then checks in again if the member still hasn't returned. You set it up once and ClubRight keeps working to bring them back.
Before you start
📋 Note: This article covers setting up the Win Back Lapsed Members workflow specifically. For a general introduction to Smart Workflows, including how to navigate to them and how templates work, see Smart Workflows: getting started with automation.
How to set up the Win Back Lapsed Members workflow
Click the burger menu in the top left-hand corner.
Click Communication.
On the left-hand side under Navigate, click Smart Workflows.
Click Add New Workflow in the top right.
In the template library, scroll to the Retention section and select Win Back Lapsed Members.
You will see the full workflow structure. The trigger is set to Becomes inactive, meaning the workflow starts automatically when a member has not visited your club for a set number of days. The default is 14 days, but you can adjust this by clicking the trigger and updating the Days without a visit field.
Naming your workflow
On the right-hand side of the workflow editor, you can update the Name and add an optional Description to help you identify the workflow on your Smart Workflows page. This is particularly useful if you run multiple re-engagement workflows with different inactivity thresholds.
What the workflow does
The Win Back Lapsed Members template includes five steps:
Send message: We miss you, [FirstName]!: a personalised outreach message sent to the member when the workflow triggers.
Wait 5 days: a pause before the next action.
Create task: Follow up with lapsed member: a follow-up task is created and assigned to a staff member.
Wait 7 days: a further pause before the final message.
Send message: A quick check-in: a final follow-up message to re-engage the member.
Once the final step is complete, the workflow ends.
Customising the workflow
Editing a message
To edit a message step, hover over it and click the pencil icon. This opens the Send Message panel where you can:
Choose when the message sends: Immediately (as soon as the workflow reaches this step) or After a delay (add a wait before the message goes out).
Update the Subject and Message body to suit your club.
Personalise the message using the Insert personalisation options below the message body: First name, Membership number, Title, or additional fields via the More dropdown.
Choose the Channel: Smart (ClubRight automatically picks the best channel for each member), Email, SMS, or Push.
Set the Consent type required: Email Marketing or SMS Marketing.
Editing the task
To edit the Create Task step, hover over it and click the pencil icon. You can update the task description, use the Assign to dropdown to assign the task to a specific staff member or to Member's assigned staff (which automatically routes the task to whoever is assigned to that member in ClubRight), and set the number of Days to complete the task. The task will appear in the assigned staff member's task list in ClubRight when that step is reached.
Deleting a step
To remove a step from the workflow, hover over it and click the delete icon (bin) next to the pencil. This permanently removes the step from the workflow.
Adjusting the timing
To change the wait time between steps, hover over a Wait step and click the pencil icon. Update the duration to suit your re-engagement schedule.
Re-enrollment
By default, a member will only go through this workflow once. If you want members to be able to re-enter the workflow after completing it, for example if they lapse again in the future, enable Allow members to re-enter this workflow in the panel on the right-hand side.
Activating the workflow
When you are happy with the workflow, click Save to keep it as a draft, or Activate in the top right to make it live.
💡 Helpful tip: Consider enabling re-enrollment for this workflow. Members can lapse more than once, and re-enrollment means the sequence will run again automatically each time they go inactive, without any manual intervention from your team.