How to message clients and groups

This article shows your team how to send a message to clients. You can message everyone, the people booked into a group session, a saved group, or specific clients. Messages arrive in the client's portal and app, by push notification, and by email unless they've turned email off.

Before you begin#

• Sign in as the owner, an admin or a trainer.
• To message a saved group, create it first.

Send a message#

1. Go to Messages. Send messages is the tab that opens.
2. Choose who to message under Send to: Everyone, A group session, Group or Specific clients.
3. Pick the session (Which session), group (Which group) or clients (Search clients).
4. Enter a Subject and Message.
5. Select Send.

Create a group#

1. Go to Messages and scroll to Groups.
2. Enter a Group name (for example Tuesday Small Group) and an optional Description (optional).
3. Add Members by typing a client's name or email.
4. Select Create Group.

To change a group, edit its members and select Save Members.

Check who got it#

Under Sent, each message shows how many clients read it, how many were emailed, how many failed, and how many opted out of email.

Common mistakes#

Messaging a session nobody has booked#

A group session only lists upcoming sessions that have bookings. If it says no one has booked yet, use Everyone or Specific clients.

Expecting deactivated clients to get broadcasts#

Deactivated clients don't get messages. Reactivate them first.

Reading opted out as failed#

Opted out of email means the client turned email off. They still get it in their portal, app and push.

When clients write back#

Clients can't reply to a message in the portal. They send a request from Messages in their portal instead, and it shows under Messages → Member requests. If they reply to the email, it goes to your Contact email. See How to answer member requests.

If a client says they didn't get a message, see Your emails aren't reaching clients.