📝 Overview

This guide explains how to use your custom branded app to communicate with your Customers and keep them engaged. You'll learn how to:

Send announcements via Club Updates
Use Chat for 1:1 and group messaging
Send Broadcast Messages to multiple Customers at once
Set up Auto Notifications for automated check-ins and reminders
Understand which notifications Customers receive and how they experience them in the app

💡 This guide is for Owners, Admins and Staff Members only and is not intended for Customers.

🫸 Before you start

Before you start messaging your Customers, check that the right features are switched on and decide which tool fits each type of message.

Make sure Club Updates, Chat/Messages and Auto Notifications are enabled in your feature selection.
Decide which messages should be:
- One-to-many announcements (Club Updates)
- One-to-one or group conversations (Chat)
- Automated prompts (Auto Notifications)

🧑‍💻 Communication tools at a glance

You have three main channels:

Club Updates: broadcast posts that can be seen by everyone or specific groups.
Chat: 1:1 and group messaging between staff and Customers.
Auto Notifications: automated messages sent based on timing (intervals) or just once.

Customers also receive system notifications like:

Waitlist notifications
Class reminders
Replies to their comments on Club Updates

📢 Club Updates – announcements and news

Club Updates are posts you create in the Admin Console that appear in your Customers' app feed. Use them to share news with everyone, or target specific groups using categories.

What Club Updates are for

Announcing schedule changes, new programmes or promos
Sharing educational content or community news
Targeting specific audiences using categories and groups

Category types: Fixed and Series

When creating a category, you'll need to choose a Category Type:

Fixed: all content in this category is visible to assigned users at once.
Series: content is released gradually, triggered by one of the following:
- By date: content goes live on a specific date. Choose to publish immediately or schedule for a future date and time.
- According to a user's first login: content releases after a set number of days from when the Customer first logs in. Choose Automatic (each post releases after a set number of days from the trigger date) or Manual (each post has its own unique interval, set at the time of creation).
- According to a user's membership start date: content releases after a set number of days from when the Customer purchases a specific membership. Choose Automatic (each post releases after a set number of days from the trigger date) or Manual (each post has its own unique interval, set at the time of creation).

💡 Series categories are ideal for onboarding journeys, drip content programmes, or membership-gated release schedules.

Creating and managing Club Updates

In the Admin Console, go to Club Updates.
Click Manage Categories to set up or edit categories. Give each category a name, choose a Category Type (Fixed or Series), configure the trigger and schedule for Series categories, and set Assign to (everyone or specific groups).
Select Add New to create an update and fill in the following:
- Image: a normal image or GIF (optional).
- Title: required. Maximum 250 characters.
- Content: required. The main body of the update.
- Add link: add an external URL or an internal link to bring the Customer to a specific page in your app. The title field becomes the button label, so use a clear call to action (e.g. "Book now" or "Click here for more").
- Schedule to go live: only appears when a Fixed category is selected. Publish immediately or schedule for a future date and time.
- Categories: required. Fixed categories can be assigned to multiple categories; series categories can only be assigned to one.
- Show on: only appears when a series category with a Manual schedule type is selected. Choose on what day you want the Customer to receive this update after they log in or purchase a specific membership.
- Feature Video: mp4 files only (optional).
- Additional Media: images, mp4 videos, or pdf documents. Maximum 10 files (optional).
- Mark as featured: pins the update prominently at the top of the page. Multiple featured updates appear in order of creation, newest first.
Select Save to finish. When editing an existing update, you can choose Save (no notification sent) or Save and Send (sends a push notification to your Customers).

💬 Chat – conversations with Customers and staff

Chat lets you and your staff message Customers one-to-one or in groups, both from the app and from the Admin Console.

What Chat is for

Private conversations between staff and Customers
Group chats (e.g. challenge groups, PT small groups)
Staff-only channels for internal discussion

🆕 You can also try Broadcast Messages!

Broadcast messages let you quickly send the same update to multiple Customers at once. They can include a simple message or be enhanced with images, videos, documents, or even links to appointments, courses, memberships, or products.

🆕 Who Customers can message

Your business admin profile no longer appears in the list of people Customers can message in the app. This means Customer messages go to the Staff Member and Admin profiles shown in the app, rather than to a general business account.

⚠️ If you send a Broadcast Message from your business admin account, Customers can still reply to it. To keep replies easy to find, send broadcasts from a Staff Member or Admin profile that someone checks regularly.

Responding to messages

You and your staff can respond in two ways:

In the app:
- Ensure the Messages/Chat feature is enabled in Feature Selection.
- Open the Messages feature (bottom or side navigation).
- Select a conversation and reply directly.
In the Admin Console:
- Log into the Admin Console and open Chat.
- Navigate between Recents, Users, Staff and Groups.
- Use the trainer/admin dropdown in the top-right to choose which account you're replying as.

Group chats

Group chats allow you to communicate with multiple Customers at the same time. To create one:

In the Admin Console, go to Chat and select the Group Chats tab.
Click Add group chat, then Add New.
Give the group a name and click Save.
To add Customers, find the group, click the 3 dots menu and select Members. Search for and add Customers using the + icon.

💡 When creating a group chat, you can select Add all active users to instantly add everyone who is currently active. This only includes Customers who are active at the time of creation, so anyone who signs up afterwards must be added manually.

You can also import from existing user groups: in the Add group chat pop-up, select Import From User Groups, choose one or more groups, and click Save. A separate group chat will be created for each group selected.

💡 If you're not receiving the expected messages, double-check you're logged into the correct account, especially if you have multiple accounts.

💡 You can mark a message thread as unread by clicking the 3 dots beside the chat thread and selecting Unread. This is useful for flagging messages you need to come back to.

📣 Broadcast Messages

Broadcast messages let you send the same message to multiple Customers at once, directly from the Chat section. These can include a message on its own, or a message combined with an attachment.

Sending a broadcast message

In the Admin Console, go to Chat.
Click Send Broadcast Message.
Select the type of attachment you want to include alongside your message (optional): Image, Video, Document, Appointment type, Course, Membership, or Store Product.
Add your message in the Add message field.
Set the From field. This is who your Customers will receive the message from, and who any replies will be directed to.
Set the To field. Choose specific Customers, one or more user groups, or tick All users to send to all active Customers on your app.
Click Send.

💡 You can always include a message alongside any attachment type, as the message field is available regardless of which attachment you select.

If you send a broadcast into a chat thread that already has unread messages, those messages stay marked as unread.

🔔 Auto Notifications – automated check-ins & prompts

Auto Notifications are push notifications you set up once in the Admin Console, which are then sent to your Customers automatically.

What Auto Notifications are for

Regular check-in prompts (e.g. "How was your week?")
Nudges to log progress or book sessions
Periodic reminders for challenges or nutrition habits

💡 Auto Notifications can be automated or sent only once. They can be set to a fixed time, or Intervals.

Creating an Auto Notification

In the Admin Console, go to Auto Notifications.
Click Add New.
Enter a title, description and start date.
Set Type to Interval.
Define how often to send it (e.g. every 2 weeks).
Select which groups should receive it (or choose everyone).
Optionally choose which page to open when a Customer taps the notification (e.g. Progress or Bookings).
Set Status to Active and save.

💡 You can edit or deactivate notifications from the same screen at any time.

🔎 What Customers see (for context)

These videos are only for you and your team so you can understand how communication appears in the app.

Club Updates

Customers see:

A feed or section showing your Club Updates
Notifications when new updates are posted
Indicators when someone replies to their comments on updates

🆕 Introducing a redesigned app experience with a modern interface and improved navigation. See below for a before-and-after comparison of the UI.

Chat in the app

Customers see:

Their 1:1 conversations with staff
Any group chats they're part of
Notifications when they receive new messages

Staff see the same general app but with two key differences:

An Admin section in the side navigation
A Chat section that allows them to message Customers, other staff, and group chats (depending on your feature selection)

🆕 Introducing a redesigned app experience with a modern interface and improved navigation. See below for a before-and-after comparison of the UI.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.