Automated Churn Intervention Workflow
Automated Churn Intervention Workflow
Available from v1.0.102
When a member's churn risk level reaches High or Critical, the platform automatically initiates an intervention workflow — drafting a personalised outreach message, routing it to the assigned coach for review, and logging the outcome — all without any manual steps from gym staff.
How It Works
1. Churn Risk Trigger
The workflow is triggered automatically via Inngest whenever a member is promoted to a High or Critical churn risk classification. Risk levels are calculated based on member activity, attendance patterns, and engagement signals.
| Risk Level | Workflow Triggered |
|---|---|
| Low | No |
| Medium | No |
| High | ✅ Yes |
| Critical | ✅ Yes |
2. AI-Drafted Check-In Message
Once triggered, Claude generates a personalised check-in message for the at-risk member. The draft is contextualised using the member's profile and recent activity — it is not a generic template.
3. Coach Review Queue
The drafted message is routed to the assigned coach for that member. The coach receives a notification and can:
- Review the AI-drafted message before it is sent.
- Edit the content if needed.
- Send the message with a single tap.
No message is dispatched to a member without coach approval.
4. Outreach Logging & Outcome Tracking
Every outreach attempt is logged, capturing:
- Timestamp and churn risk level at time of trigger.
- Whether the coach sent, edited, or dismissed the draft.
- Subsequent changes in the member's churn risk classification, enabling outcome tracking over time.
This data is available to gym owners in the business intelligence dashboard for monitoring intervention effectiveness.
Key Behaviours
- Fully automated trigger — no manual action is required from gym staff to initiate the workflow.
- Coach is always in the loop — the AI drafts, the coach approves. Members only receive messages that a coach has reviewed.
- One-tap send — the review-to-send flow is designed to be low-friction for coaches.
- Audit trail — all outreach is logged regardless of whether the message was ultimately sent.
Roles & Permissions
| Role | Capability |
|---|---|
| Gym Owner | View outreach log, outcome reports |
| Coach | Review drafts, edit, send via one-tap |
| Member | Receives check-in message (if coach approves) |