Customer engagement automations
Reminders, birthday, milestones, review requests, rebook
Customer engagement automations
Engagement automations maintain ongoing customer relationship. Booking reminders, birthday, review, rebook nudge.
Booking reminders
The 3 timings
"Booking reminder" automation with 3 timings:
- 3 days before: early warning (for big bookings: trend color, wedding hair)
- 24 hours before: standard
- 2 hours before: last minute (helps low no-show rate)
Channel combinations:
- 3 days: Email only
- 24h: Email + SMS
- 2h: SMS only
Setup
Notification Timing per combination. Per-channel on/off.
Birthday
Trigger
Customer birthday (or previous/next week, configurable).
Template
"Happy birthday, {{client_first_name}}! 🎂 Gift: 20% off this month's bookings. Code: BDAY{{client_id}}"
Best practice
- Don't send same morning, send evening before (customer remembers better)
- Give usable gift (not just greeting)
- Code valid 30 days
Customer Welcome (new customer)
Trigger
First booking creation or registration.
Template
"Thanks for choosing us, {{client_first_name}}! Here's a 10% intro discount: WELCOME10. See you next week!"
Best practice
- Thanks + useful info (parking, arrival)
- Intro discount for next visit
- Links to loyalty program
Loyalty tier reached
Trigger
Customer reaches a tier (Bronze, Silver, Gold) in loyalty program.
Template
"Congrats, you're Silver! New rewards: free coffee, 10% extra discount, priority booking. Details: link"
Best practice
- Specific rewards list
- Visual (Silver badge, image)
- Next tier achievement condition
Review request
Trigger
Booking completion + X days (usually 1-3 days).
Template
"Thanks for visiting, {{client_first_name}}! Take 30 seconds for a review: link"
Best practice
- Timing 1-2 days (experience still fresh)
- Ask simple (1-star scale)
- Give incentive (loyalty points for review)
Rebook nudge
Trigger
X days since last booking (usually 30-60 days).
Template
"Haven't seen you in a while, {{client_first_name}}. Time for the next treatment? Book: link"
Best practice
- Timing based on salon-avg-rebook (e.g., haircut 4-6 weeks)
- Small discount helps
- Not aggressive (one email enough)
Lapsed customer recovery
Trigger
60-90 days inactive customer.
Template
"We miss you, {{client_first_name}}! Comeback: 15% off next booking. Code: COMEBACK15"
Best practice
- Better only to opt-in customers
- Bigger discount (15-20%) for "lost" customer
- Content focus: new service, new staff, salon update
When to use it
Scenario 1, base engagement at launch Reminders + Birthday + Review request + Rebook = "minimum viable" automation set. Activate these first.
Scenario 2, retention-focused salon
- Lapsed customer recovery + Loyalty tier celebrations. Higher customer experience.
Scenario 3, premium salon Even more detailed: First-appointment follow-up, Customer milestone (10th booking), Anniversary (1-year customer).
Scenario 4, A/B test review request A: 1 day after. B: 3 days after. Month later which brings more reviews? Stable choice.
Tips
- Reminders are no-show reduction base, leave 24 + 2 hour combo.
- Birthday is most effective engagement channel (95% open, 30%+ conversion).
- Review request timing depends on salon experience type: relax-spa 1-2 days, formal-medical 3-7 days.
- Don't send rebook nudge too early, customer feels nagged.
- Lapsed customer recovery only to opt-in, GDPR + UX.
- Loyalty tier celebration should be visual, customer earned it.