Reactivation Campaigns

Clients drift away — life gets busy, they forget to rebook, or they just need a nudge. BusyBook’s reactivation system identifies dormant clients and reaches out to bring them back, so you don’t lose revenue to simple forgetfulness.

How Reactivation Works

BusyBook tracks how long it’s been since each client’s last visit. When a client hasn’t been in for a set period, they’re flagged as dormant and become eligible for reactivation outreach.

The system uses a tiered approach:

Tier	Time Since Last Visit	Approach
Gentle nudge	30 days	Friendly check-in referencing their usual service
Warm reminder	60 days	”We miss you” message with an easy rebooking prompt
Win-back offer	90 days	Personalized offer (e.g., discount on their preferred service)
Final outreach	120 days	Last attempt before the client is considered lapsed

Each tier sends a different message, progressively more personal and with stronger incentives to return.

Managing Reactivation Campaigns

Reactivation campaigns are managed from the marketing section of BusyBook:

Go to Growth > Dashboard in the sidebar
Your dormant client count and reactivation activity appear in the overview
Go to Growth > Campaigns to see active and past reactivation campaigns

How Clients Are Selected

A client enters the reactivation pipeline when:

They have at least one completed past appointment
Their last visit was more than 30 days ago
They are not on the Do Not Contact list
They haven’t been contacted by a reactivation message in the current tier window

BusyBook uses client visit history and service preferences to personalize the outreach — a client who always books deep tissue massage gets a message about deep tissue, not a generic promotion.

Customizing Reactivation Messages

You can customize reactivation behavior through your AI assistant preferences:

Go to Settings > Preferences
Under the AI Assistant section, find Follow-Ups
Toggle automatic follow-ups on or off
Set the follow-up delay (how many days after the last session to start outreach)

For more advanced message customization:

Go to Settings > Automated Messaging
Use the Post-Session Follow-Up and No-Show Follow-Up templates as the foundation for your reactivation tone
Customize templates with variables like {{client_name}}, {{service_name}}, and {{booking_link}}

Via Your Assistant

Your AI assistant can also handle reactivation on demand:

“Who should I reach out to this week?” — shows clients due for a follow-up
“Run a 20% off promo for dormant clients” — creates a targeted campaign
“Send a re-engagement text to David” — sends a personal reactivation message

Tracking Results

Monitor reactivation performance from the marketing dashboard:

Growth > Dashboard shows how many dormant clients were contacted and how many rebooked
Client profiles show reactivation history — every automated message sent and whether the client responded

Tips

Start with the default timing — 30/60/90/120 days is a proven cadence for wellness practices
Keep messages warm and personal — these are returning clients, not cold leads. Reference their preferred service and use their name
Don’t overdo discounts — a simple “we miss you” is often enough at the 30-day mark. Save offers for the 90-day tier
Review your dormant client list regularly — some “dormant” clients may have moved away or switched providers. Clean your list periodically

How Automation Works — overview of all automations
Marketing — campaigns, segments, and growth tools
Client Profiles — viewing client history and visit data