The first few weeks of a new membership are critical. The Welcome Series workflow starts automatically when a member joins, sending a sequence of messages that helps them settle in, book their first class, and feel at home at your club. You set it up once and ClubRight takes care of the rest.
Before you start
📋 Note: This article covers setting up the Welcome Series 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 Welcome Series 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 Onboarding section and select Welcome Series.
You will see the full workflow structure. The trigger is set to Starts a membership, meaning the workflow starts automatically whenever a member begins a new membership plan in ClubRight.
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.
What the workflow does
The Welcome Series template includes six steps:
Wait 1 hour: a short pause after the membership starts before the first message goes out.
Send message: Welcome to [ClubName]!: an initial welcome message introducing the member to your club.
Wait 3 days: a pause before the next message.
Send message: Book your first class: a follow-up message encouraging the member to make their first booking.
Wait 7 days: a further pause before the final message.
Send message: How's it going?: a check-in message to see how the member is settling in.
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. The subject line of the first message includes [ClubName] as a placeholder, which you should replace with your club's name before activating.
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.
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 onboarding 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, 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: Before activating, send yourself a test by clicking the send link at the bottom of the Send Message panel. This sends the message to your own account so you can check how it looks before it goes out to real members.