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Setting Up Automations

Create automated actions based on customer activity

Victoria avatar
Written by Victoria
Updated over 2 weeks ago

What are Automations?

Automations in Punchpass allow you to create automatic actions triggered by specific customer activities. When a customer completes a defined action (like purchasing a pass or booking a class), the system can automatically send personalized emails or assign passes without any manual intervention.

Note: These emails will only be sent to customers on your active customer list. Customers on the archived customer list will not receive emails.

Who can use this feature?

Automations are available on Willow, Banyan, and Redwood plans.


Who can access this feature?
Creating automations requires Admin-level access to Punchpass.


Getting Started with Automations

  1. Navigate to Manage > Settings > Automations

  2. Review your available automation slots (based on your plan)

  3. Select from the available automation templates

  4. Follow the guided setup process to customize your automation

If you need more automation slots than your current plan allows, you can upgrade under Manage > Settings > Billing or contact [email protected].



Available Automation Templates

Here is our list of automations available, click on the automation to go directly to the how-to!

Automations to Send Customers an Email

  • Welcome Email: When a new customer is added, a custom email is sent to them.

  • Inactive New Customer: When a new customer created an account, but hasn't bought or booked in # of days, a custom email is sent to them.

  • Birthday Reminder Email: When it is a customer’s birthday, a custom email is sent to them.

  • Send Email After Pass Purchase: When a customer purchases a specific pass, a custom email is sent to them. This automation can be set up multiple times for different pass/membership types.

  • Send Email After Booking: When a customer books a specific class, a custom email is sent to them. This automation can be set up multiple times for different class types.

  • Pass Purchased, but No Activity Reminder Email: When a customer purchases a pass and # of days have passed without them making a reservation or attending a class, a custom email is sent to them. This automation can be set up multiple times for different pass/membership types.

  • Expired Pass Reminder: When a customer's pass expires, punchcard is filled, or membership ends, a custom email is sent to them. This automation can be set up multiple times for different pass/membership types.


Automations to Assign Passes

  • Birthday Assign Pass: When it is a customer's birthday, assign a specific pass.

  • Assign a New Customer a Specific Pass: When a new customer signs up, auto assign a specific pass.

  • Come Back Expired Pass: When a customer's pass expires, punchcard is filled, or membership ends, and # of days have passed without a new purchase, a custom email is sent to them. This automation can be set up multiple times for different pass/membership types.

  • Assign Bonus Pass: When a customer purchases a particular pass/membership, automatically assign a single pass. This automation can be set up multiple times for different pass/membership types.

  • Membership Assign Bonus Pass: Each time a membership renews, assign a bonus pass to the customer account.

Note: When creating automations for passes and memberships, you can only create one automation per pass or membership. It's not possible to create multiple automations accessing the same offer.


Editing Existing Automations

After you have your automations created, you may want to make edits to them!

  1. Go to Manage > Settings > Automations

  2. Click on the name of the automation you wish to modify

  3. Update the settings, email content, or triggers as needed

  4. Click Save to apply your changes


Reviewing the Automation Activity

After creating your automation, you might want to confirm that the automation is functioning as expected!

The Automation Activity Log Reports

Track the effectiveness of your automations through the Activity Log:

  1. Navigate to Manage > Settings > Automations

  2. Click on any date entry in the table

  3. Review detailed information including:

    • The automation that ran

    • Date and time of execution

    • Affected customers (with links to their profiles)

    • Success/failure status

When an automation assigns a pass, the system automatically adds a note to the pass indicating which automation assigned it, creating a clear audit trail.

Confirming Automated Pass Assignments

When an automation assigns a pass to a customer, we'll include a note on the pass indicating that it was assigned via an automation and which automation assigned the pass.


Best Practices for Effective Automations

  • Start simple: Begin with 2-3 critical automations before expanding

  • Test thoroughly: Send test emails to yourself before activating

  • Monitor results: Regularly check the activity logs to ensure proper functioning

  • Refine over time: Adjust messaging and timing based on customer responses

  • Maintain consistency: Ensure automated communications match your brand voice

Need Additional Help?

Our support team is always ready to assist you with setting up or optimizing your automations!

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