Automated Client Follow-Ups
Timely follow-ups strengthen client relationships, but remembering to send them manually is challenging. Launchpad's automation features let you create follow-up sequences that run automatically, ensuring no client falls through the cracks.
What are automated follow-ups?
Automated follow-ups are pre-scheduled communications triggered by events or timing. For example:
Post-booking thank you — sent 1 day after a booking is made
Pre-arrival reminder — sent 3 days before their experience
Post-experience feedback request — sent 2 days after their visit
Re-engagement — sent when a client hasn't booked in 6 months
Birthday greeting — sent on their birthday
You set them up once, and they run automatically for every client who meets the criteria.
Benefits of automation
Consistency — every client gets timely communication
Time savings — no manual sending or reminders needed
Better relationships — thoughtful touches at the right moments
Scalability — works whether you have 10 or 10,000 clients
Measurability — track what works and improve
Setting up automated follow-ups
Access automation settings
Go to CRM from the main menu
Select Communications from the hub menu
Click Automations in the top menu
Click Create Automation
Or go directly to Communications.
Automation components
Every automation has:
Trigger — what starts the automation
Conditions — optional rules for who it applies to
Delay — how long to wait after the trigger
Action — what happens (usually sending an email)
Common automation triggers
Booking-based triggers
Booking created — when a new booking is made
Booking confirmed — when you confirm a booking
Experience date — before or after their scheduled experience
Booking cancelled — when a booking is cancelled
Date-based triggers
Client anniversary — years since they became a client
Birthday — if you have their birth date
Last booking — time since their most recent booking
Last contact — time since last communication
Status triggers
Lead converted — when a lead becomes a client
Client status changed — when status is updated
Tag added — when a specific tag is applied
Creating your first automation
Let's create a post-experience follow-up:
Step 1: Choose a trigger
Click Create Automation
Name it: "Post-Experience Feedback Request"
Select trigger: Experience Date
Set timing: 2 days after
Step 2: Set conditions (optional)
Add conditions to limit who receives this:
Status equals Active
Experience Type is not Corporate Group (if you have a separate process for those)
Step 3: Create the message
Click Add Action
Select Send Email
Choose a template or write your message:
Subject: How was your [Experience Name]?Hi [First Name],We hope you had a wonderful time on your recent [Experience Name] with us!Your feedback helps us improve. Would you take a moment to share your thoughts?[Feedback Link]Thank you for choosing [Business Name].Warm regards,[Your Name]
Use merge fields to personalise (they're filled automatically)
Step 4: Activate
Review your automation
Click Activate
It's now running for all matching clients
Merge fields for personalisation
Make automated messages feel personal: This table is not viewable on this platform. Please use a browser to view this article. Insert merge fields by clicking Insert Field in the email editor.
Automation examples
Welcome sequence for new clients
Trigger: Lead converted to client Sequence:
Immediately: Welcome email with what to expect
3 days later: Tips for getting the most from their experience
7 days later: Invitation to follow on social media
Re-engagement campaign
Trigger: Last booking was 6 months ago Conditions: Status is Active, Total bookings > 1 Message: "We miss you! Here's what's new..."
Birthday greeting
Trigger: Birthday (if date is known) Conditions: Status is Active Message: Birthday wishes with special offer
Pre-arrival preparation
Trigger: 3 days before experience date Message: What to bring, directions, contact info
Managing automations
Viewing active automations
Go to Communications > Automations
See all automations with status (active/paused)
View statistics: sent, opened, clicked
Editing an automation
Click the automation name
Click Edit
Make changes
Click Save
Changes apply to future triggers only — messages already queued aren't affected.
Pausing an automation
Open the automation
Click Pause
No new messages are queued
Resume anytime by clicking Activate
Deleting an automation
Open the automation
Click Delete
Confirm
Pending messages in the queue are cancelled.
Viewing automation history
See what's been sent:
Go to Communications > Automations
Click an automation
Select the History tab
View:
- Messages sent - Open rates - Click rates - Recipients
Client-level view
Open a client record
Go to Activity tab
Automated messages appear in the timeline
See which automations have reached this client
Best practices
Content tips
Keep it personal — use merge fields, write naturally
Be valuable — every message should offer something useful
Don't overdo it — too many automations feel spammy
Clear purpose — each message should have one main goal
Easy opt-out — always include unsubscribe option
Timing tips
Space them out — avoid multiple automations on the same day
Consider time zones — schedule for appropriate local times
Respect weekends — some messages work better on weekdays
Test timing — experiment to find what works for your audience
Maintenance tips
Review regularly — check automations are still relevant
Update content — refresh messages periodically
Monitor metrics — low engagement may indicate problems
Get feedback — ask clients about their communication preferences
Troubleshooting
Automation not sending
Check:
Is the automation active?
Does the client meet all conditions?
Is there a valid email address?
Has the client unsubscribed?
Too many messages
Review:
Are multiple automations triggering together?
Is the delay appropriate?
Should conditions be more restrictive?
Thoughtful automation isn't about replacing human connection — it's about ensuring those important moments of connection happen consistently, for every client, every time.