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Automated Client Follow-Ups

Set up automatic communications to nurture client relationships

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

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:

Merge Field

Example Output

[First Name]

Sarah

[Business Name]

Your business name

[Experience Name]

Sunset Wine Tour

[Booking Date]

15 March 2024

[Experience Date]

18 March 2024

[Booking Reference]

BK-12345

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?


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Thoughtful automation isn't about replacing human connection — it's about ensuring those important moments of connection happen consistently, for every client, every time.

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