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A follow-up email lands in the customer’s inbox shortly after their session ends. It’s a low-effort way to thank them, gather feedback, and encourage the next booking — all without manual work.

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What follow-ups are good for

  • Saying thank you and showing appreciation
  • Asking for feedback or a review
  • Encouraging a repeat booking with relevant next sessions
  • Sharing photos or related resources
  • Building a longer-term relationship

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Build the email

1

Open Communications → Workflows

Find the Course end trigger. It fires based on the session’s end time.
2

Choose a session group

Use All sessions to start, or a specific session group for different follow-ups by course type.
3

Create a new template

Click Add communication → Create new template and name it (e.g. Thank you and feedback).
4

Write a warm subject line

Examples: Thank you for joining us! How was ? or We hope you enjoyed .
5

Write the body

Lead with thanks. Ask for feedback gently. Offer a next-step booking or related session.
6

Set timing — after, not before

Switch to Custom timer. Choose a value and unit (e.g. 1 Days) and set the direction to After the trigger.
7

Send to the client email

Pick Client email as the recipient.
8

Test and save

Use Send test email before going live.

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Good timing windows

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What to include

  1. Thank you — open with appreciation.
  2. Personal touch — use the customer’s name and the session name.
  3. Feedback request — keep it optional and easy.
  4. Rebooking opportunity — show relevant upcoming sessions or a special offer.
  5. Warm closing — end on a positive note.
For the full merge field list, see booking confirmation emails.

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A simple follow-up sequence

For repeat-booking customers, a short sequence outperforms a single email:
  1. Same day or next day — short thank-you.
  2. 2–3 days later — feedback or review request.
  3. 1 week later — relevant rebooking offer.
Space them out — don’t fire all three within 24 hours.

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Tips

  • Be genuine. Auto-generated thank-yous that sound corporate are easy to spot.
  • Keep it short. Long follow-ups don’t get read.
  • Test the direction — After, not Before. A “thank you” arriving before the session is awkward.
  • Pair with a discount code for a stronger rebooking nudge.

Pre-arrival reminders

The reminder that goes out before the session starts.

Confirmation emails

The first email a customer sees after booking.