Customers & Auto-Engage
Know your customers, and win back the quiet ones.
Keep tags, notes, wallet, packages and memberships on each customer, next to their play habits and spend. Set rules that message people who stop booking or whose membership is ending, and send win-back campaigns to whole segments.
- Customer profiles
- Auto-Engage rules
- Re-engage campaigns
Auto-Engage
Build a rule once. It checks every hour.
Choose what sets it off, the channel, when to send and how often one person can get it. Your rule list shows how many customers qualify right now and how many messages each rule has sent.
New rule
Auto-Engage
When this happens
No booking for 15 days.
Send by
Message
Hi Tomás, we haven't seen you at Marea Padel for a couple of weeks. Your usual evening slot is free this week: book here.
{{first_name}} · {{club_name}} · {{preferred_time_window}} · {{booking_link}}
Timing
Send after
Frequency limit
Who it catches
Potential: 3 · 1 held back
- TRQualifies
Tomás R.
34 days since the last booking
- MVWeekly WhatsApp limit reached
Marta V.
19 days since the last booking
- JPQualifies
João P.
16 days since the last booking
- SK
Sara K.
8 days since the last booking
- DR
Diego R.
3 days since the last booking
- LM
Lucía M.
1 day since the last booking
Tick the box to confirm you've reviewed the rule.
See who qualifies
Each rule shows its potential: the customers who match it today.
Weekly ceilings
No customer gets more than 2 messages per channel or 4 in total in a week, whatever your rules say.
Checked every hour
Rules run on the hour and respect the delay you set, like three days after the trigger.
Customer profiles
Know who you're writing to.
Each customer has an overview with visits, streaks and play habits, a financial tab with lifetime value and payment behaviour, and a profile with their level, preferences and racket. Staff notes sit underneath, filed by topic.
- Play habits: preferred days and hours, matches versus lessons
- Lifetime value, average spend, wallet, packages and any balance owed
- Aura Insight: the key signals, the tone to use and what to avoid
Sara K.
Full member · renews 12 Nov
- League
- Evenings
Visits
9
30 days, +2
Weekly streak
6 wks
in a row
Reliability
96%
paid on time
Play habits
Preferred daysTue, Thu
Preferred hours19:00–21:00
Prime-time player: a good fit for league slots and premium sessions.
Note · Behaviour · Marta R., receptionist: prefers court 2 and the left side.
Re-engage
Bring back the players who stopped coming.
Pick a segment by how long it's been since people played, narrow it down, write the message and send it now or schedule it. Each campaign shows who got it, who didn't and why.
- 01Segments: active, at risk, dormant and churned, each with a live count
- 02Narrow it by unpaid bookings or booking value, then check the list by hand
- 03Send now or schedule it, by WhatsApp, email or push
- 04From the retention report, add a one-time discount code to a win-back message
In the CRM
Everything the front desk needs to know.
One record per customer, kept up to date by every booking and payment.
- 01
Segments
Active, at risk, dormant or churned, from the days since each customer last played.
- 02
Tags
Coloured tags with a count, and a list of everyone who carries each one.
- 03
Import
Bring customers in from a CSV or Excel file and skip or update duplicates. Earlier imports stay in the history.
- 04
Wallet, packages and vouchers
Balances, packs and vouchers on the customer list and on each profile.
- 05
Staff notes
Notes filed by topic, with who wrote them and their role.
- 06
Personalised offers
Send one customer a discount, package or membership offer by WhatsApp, email or push.
Questions
What clubs ask before they switch on Auto-Engage.
Can I bring my existing customers in?
Yes. Import a CSV or Excel file of up to 10 MB, including exports from other booking systems, and choose whether to skip duplicates or update them.
Which triggers can a rule use?
Inactivity, a change in membership status, or a drop in how often someone books. Then pick WhatsApp, email or push, a delay and a frequency limit.
Will customers get too many messages?
Each rule has its own frequency limit, and no customer gets more than 2 messages per channel or 4 in total in a week. Before a rule goes live, you confirm it won't spam anyone.
What does Aura Insight show?
The key signals about a customer, the tone to use, what to avoid and a suggested next step, worked out from their bookings and payments.
Can I attach a discount to a win-back?
Yes, through Win them back in the retention report, which adds a one-time discount code. Re-engage campaigns send the message without a code.
Keep exploring
Book a demo
See your venue run on Courtwin.
Show us how your venue runs today: courts, prices, members and coaches. We'll walk you through the same week on Courtwin.
Coaches at your venue can apply to Coach 111