Right now, the earliest automated check-in a member gets after they stop showing up is at 21 days of no activity (that's the existing Inactive Retention flow). This new system starts earlier — at 5, 10, and 14 days — so a member who's just gotten busy or distracted gets a nudge while it's still an easy comeback, not a lapse.
It runs off the same signal we already use for the At-Risk alert you get in Cliq: Last_Activity_Date — the last time the member actually visited or booked something.
A light nudge: their plan is still set up, want to grab a slot this week?
Waiting on the WhatsApp send system Max is building out — the copy is written, it just isn't wired up to actually send yet.
The one that's actually running today. Reminds them their plan and coach are right where they left it, with a direct booking link.
A warmer check-in message to the member, plus a flag to a human on our side to actually follow up — not another automated message.
Same WhatsApp dependency as Day 5. The "flag a human" part also isn't switched on yet — more below.
Nothing changes in what you do today. The only piece live right now is the Day-10 email, and it sends itself — no action needed from the team. Everything past that (Day 5, Day 14, and the human follow-up task) isn't switched on yet, so there's no new task landing on anyone's desk from this system today.
When Day 14 does go live, it will mean something for you. The plan is for a Day-14 "still no response" case to create a task for someone on the team to personally reach out within 48 hours — similar in spirit to how an At-Risk alert works today. That part isn't built yet; you'll get a separate heads-up before it's switched on, with a clear playbook for what to do when one lands.
| Group | In scope? | Why |
|---|---|---|
| Active members (Member, Beginner Member, 6 Month Member, Junior Member) | ✅ Yes | This is the exact population it's built for. |
| PAYG (pay-as-you-go) customers | ❌ No | Different journey (PAYGON) already handles their early check-ins. This ladder is member-only. |
| Paused members | ❌ No | If someone's told us they're taking a break, we don't chase them for it — same rule the At-Risk alert already follows. |
| Members already in a Revenue Protection sequence (e.g. payment issues) | ❌ No | Those flows take priority — we don't pile a "come back" message on top of a billing conversation. |
No, but they're related. At-Risk is a signal to us (Cliq alert, staff-only) that a member looks like they're drifting, based on a longer window and a booking-decline pattern. This Absence Ladder messages the member directly, much earlier, with a simple "come back" nudge. Think of it as the first, lightest touch — At-Risk and the existing 21-day Inactive flow are the next, more serious steps if this one doesn't work.
Only if they don't come back in between. This ladder finishes at Day 14; the existing Inactive flow doesn't start until Day 21 — there's a week of daylight between them, so they don't collide. If someone's still quiet at Day 21, the Inactive flow picks up where this one left off.
No overlap there either. The Rebooking Alert is a same-day nudge to the coach and MS owner when someone doesn't book their next lesson right after finishing one — it never messages the member. This ladder is a much later safety net for members who've gone fully quiet for several days, not just skipped booking their next slot on the spot.
Questions on any of this — how a case is picked, what a member actually sees, anything — flag it to Max directly rather than guessing. This document will be updated as the rest of the ladder comes online.