How do I send welcome and win-back emails?

Automatically welcome first-time customers the day after their visit, and invite lapsed regulars back with an optional treat.

Switch on the welcome and win-back emails in Settings → Customer notifications, under Post-visit & engagement — the Welcome (first visit) and Win-back rows. Both are off until you turn them on.

These automations are Available on Pro plan and above. Only Owners and Admins see this page. Both emails only go to customers who opted in to marketing, and they count towards your marketing email allowance.

Welcome (first visit)

• Go to Settings → Customer notifications, open Post-visit & engagement and find Welcome (first visit).
• Switch on Send a welcome message.
• Click Save changes.

The customer gets one warm "lovely to have you" email at 9am the day after their first-ever visit — the visit must be marked as cleared on the day itself. Each customer only ever receives it once, and repeat visitors are never sent it.

Win-back

• In the same section, find Win-back and switch on Send a win-back message.
• Pick the window — After 60 days or After 90 days since the customer was last in. (The setting says exactly what it measures on screen; see the note below.)
• Optionally add a Win-back offer — e.g. "A complimentary dessert on your next visit". When set, a highlighted "Welcome back treat" box appears in the email; leave it blank and the email just sends your win-back message. An Offer small print field appears once you've typed an offer.
• Click Save changes.

A "we've missed you" email goes to customers who haven't been in within your chosen window. Where you record visits, we measure from the day they last actually dined — a booking you marked as cleared, and a cancelled or no-show booking never counts as one of those. Where you don't record visits, we measure from the last date they were booked in instead, so a customer who booked and never turned up still counts as recently seen and won't be chased (a booking they cancelled doesn't count either way). A customer who already has an upcoming booking is never sent a win-back — they're already coming back. It's sent once per lapse: after a win-back, that customer is only contacted again once they've actually been back — and never more than once in any 6 months — so nobody is nagged repeatedly.

Editing the wording

Each email's subject, heading, body and button are edited on a different page — Settings → Email templates, templates Welcome (first visit) and Win-back (we've missed you) — while the win-back offer box and window live here.

What the customer sees

A branded email from your restaurant — a friendly welcome after their first visit, or a "we've missed you" note with the offer box if you set one — plus a button to book a table and an unsubscribe link.

Related: How do I send birthday messages (with an offer)? · How do I send thank-yous and ask for Google reviews? · How do I edit the emails customers receive?