Drop-off Rescue
Automatically detect and re-engage clients who become inactive before they churn.
Who This Is For
Drop-off Rescue is for coaches who want to catch and re-engage clients before they lose motivation and disappear. It's especially valuable if you have multiple clients and can't manually track everyone's activity daily.
What This Feature Does
Drop-off Rescue monitors your clients' activity and automatically takes action when someone becomes inactive. It works in three stages:
Stage 1: Soft Check-in
After a client is inactive for your configured number of days (default: 3 days), an automatic check-in message is sent to the client. This is a gentle nudge to get them back on track.
Stage 2: Coach Alert
If the client remains inactive for longer (default: 7 days), you receive a notification alerting you that this client needs personal attention. The system flags them as "at risk."
Stage 3: Critical Escalation
After extended inactivity (default: 14 days), the client is marked as critical. You receive an urgent notification. This is your last chance to intervene before they potentially cancel their subscription.
Why This Feature Exists
Client drop-off is one of the biggest challenges coaches face. Research shows that:
- Most clients who become inactive don't tell their coach they're struggling
- The longer a client stays inactive, the harder it is to re-engage them
- Early intervention (within the first week) has the highest success rate
- A simple check-in message can be enough to get clients back on track
Drop-off Rescue automates the detection and initial outreach, giving you more time to focus on clients who need deeper support.
How the Timing Works
The system measures inactivity from the client's last activity date. Activity includes:
- Logging a workout
- Sending or receiving a message
- Attending a session
- Logging meals or habits
- Updating progress measurements
Example Timeline
Day 0: Client completes their last workout
Day 3: No activity → Stage 1 message sent automatically
Day 4: Client logs a workout → Rescue flow resets, countdown starts fresh
— OR —
Day 7: Still no activity → You receive Stage 2 alert
Day 14: Still no activity → Critical Stage 3 alert
The countdown resets whenever the client records any activity. This means the automation only triggers for genuinely inactive clients.
How to Set It Up
Go to Automations
From your coach dashboard, navigate to Automations in the sidebar.
Select Drop-off Rescue
Click on the Drop-off Rescue tab to view the settings.
Enable the automation
Toggle the switch to enable Drop-off Rescue. You can configure it before enabling.
Set your timing
Adjust the number of days for each stage: • Stage 1 (Soft Check-in): Recommended 2-4 days • Stage 2 (Coach Alert): Recommended 5-7 days • Stage 3 (Critical): Recommended 10-14 days
Customise your message
Write the automatic message that gets sent at Stage 1. Use variables to personalise it.
Save your settings
Click Save. The automation will start monitoring all your active clients immediately.
Message Variables
Use these variables in your Stage 1 message to personalise it:
| Variable | What it shows |
|---|---|
| {client_name} | Client's first name |
| {days_inactive} | Number of days since last activity |
| {coach_name} | Your name |
| {last_activity_date} | Date of their last recorded activity |
Example Message
"Hey {client_name}! I noticed it's been {days_inactive} days since your last workout. Everything okay? Remember, consistency beats perfection - even a quick 10-minute session counts. I'm here if you need to adjust your plan. 💪"
What Happens When...
Client becomes active again
The rescue flow stops immediately. All pending stages are cancelled. The countdown resets and starts fresh from the new activity date.
You pause the automation
All current rescue flows stop. No more messages will be sent. When you re-enable it, the system recalculates who needs attention based on current inactivity.
Client doesn't respond after Stage 3
The automation doesn't send additional messages beyond Stage 1. Stages 2 and 3 are alerts for YOU to take personal action. The system won't spam clients.
Best Practice Setup
Recommended Settings
If your clients train 3+ times per week, consider shorter Stage 1 timing (2 days). For clients on less frequent programs, 4-5 days may be more appropriate.
Limitations & Important Notes
Drop-off Rescue only sends ONE automated message (at Stage 1). Stages 2 and 3 are notifications to you, not additional messages to clients. This prevents clients from feeling harassed by automated follow-ups.
- The automation runs once per day at midnight UTC to check client activity
- New clients have a 7-day grace period before the automation starts tracking them
- Clients on vacation mode or paused subscriptions are excluded
- You cannot configure different timing for different clients (applies to all)
Common Use Cases
Busy professionals
Clients with demanding jobs often have weeks where work takes over. A timely check-in reminds them their coach is watching and helps prevent a one-week break from becoming a month.
Motivation slumps
Clients who were doing well but suddenly stop often just need a small nudge. The Stage 1 message gives them a non-judgmental reason to re-engage.
Early warning system
When you receive Stage 2 or 3 alerts, it's your cue to reach out personally with a phone call or voice note. These high-touch moments often save clients who would otherwise churn.
Frequently Asked Questions
Does this work for clients on monthly programs?
Yes. The activity tracking works regardless of their subscription type or program structure. It's based on their actual activity, not scheduled sessions.
Can I see who's currently in the rescue flow?
Yes. The Automations dashboard shows clients currently at risk, which stage they're in, and when the last automated action was taken.
What if I message a client manually before Stage 1?
Your manual message counts as activity and resets their inactivity timer. The Stage 1 automated message won't be sent.
Can clients mute or opt out of these messages?
Clients cannot specifically opt out of rescue messages. However, if they disable push notifications, they'll only see messages when they open the app.