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Automated client comms for Stillwater Wellness Club

Gyms live or die on the follow-up: the confirmation, the reminder, the check-in, the message that brings a lapsed member back. This build automated the studio's client communications end to end — every member hears from them consistently, and no staff hours go to typing the same message twice.

Client names, members, and identifying details in these wireframes have been changed to protect client confidentiality and IP.

stillwater.internal/journeys/booking
Member journey · every booking, automatically
class bookedtrigger → instant confirmationSMS → reminder24h before → post-class check-in2h after → win-back messageif 21 days idle
The booking journey. Five touchpoints per member, per class — sent on time every time, without anyone at the front desk thinking about it.
messages — member thread
You're booked for Reformer Pilates, Thu 6:00 PM with Dana. Reply C to cancel or R to reschedule.auto · booking_confirmation
See you tomorrow at 6:00 PM — bring a water bottle, the studio runs warm this week.auto · 24h_reminder
Can I move to Friday instead?member reply
Done — you're moved to Fri 6:00 PM with Dana. Your Thursday spot was released to the waitlist.auto · reschedule_handled
Two-way, not just blasts. Replies get handled — reschedules, cancellations, waitlist promotions — with staff only pulled in when a message actually needs a human.
stillwater.internal/retention-radar
Retention radar · members going quiet
M. Okafor · last visit 24 days agowin-back sent · rebooked
T. Brandt · last visit 22 days agowin-back sent · no reply
S. Delgado · last visit 19 days agowatching
A. Nakamura · membership renews in 12 daysrenewal nudge queued
R. Whitley · 3 classes this weekhealthy
The lapsed-member radar. The system notices who's drifting before they cancel, and runs the win-back sequence the owner used to do by hand — when she remembered.

Any membership or appointment business has this same shape: bookings, reminders, and the follow-up that keeps people coming back.

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