Every automation starts with a trigger: an event or condition that begins the flow. This article describes every available trigger and its settings. To learn how to add a trigger to your automation, see Manage your marketing automations.
Abandoned checkout
About this trigger
Fires when a client leaves checkout without completing a purchase or booking. Also applies to guest checkouts when an email address was captured. This trigger works only on the Client Portal, Achieve Client App, Presence, widgets, and WellnessLiving Explorer. It doesn't work on legacy booking flows or legacy widgets.
You can personalize recovery messages with variables like [AbandonedItemName] and [AbandonedItemPrice]. If the abandoned checkout was a booking, you can also include [ServiceName], [SessionDate], and [SessionTime]. These are blank for store purchases. Some variables, like [AbandonedItemImage], aren't available in SMS messages. For the full list, see SMS variables and Email variables.
Settings
Checkout type – Choose which kind of checkout the trigger watches, then select the items to include:
Any – Includes store purchases and bookings. No item selection is available.
Store purchase – Select Select all, or choose one or more categories (Purchase Options, Event, Product, Gift card). Click the arrow next to a category to select specific items within it instead of the whole category.
Booking – Select Select all, or choose one or more categories (Appointments, Classes, Events, Assets). Click the arrow next to a category to select specific items within it instead of the whole category.
After a set period of inactivity – Enter a number and select hour(s) or day(s) to set how long the system waits after the client's last activity in that checkout session before treating it as abandoned. You can change this to fit your business. For example, a high-value appointment might warrant a longer window than a quick product purchase.
Minimum order value – Set this option to ON to only trigger the automation when the cart's subtotal, before tax and discounts, meets or exceeds the amount you enter. Leave it OFF to include every abandoned checkout regardless of value.
Re-enroll the same client – Choose how soon the same client can enter this automation again after completing a previous abandonment cycle:
Only once – The client is never re-enrolled after their first cycle.
Every abandonment – The client is re-enrolled every time they abandon a checkout.
After a reset period – Enter a number and select day(s), week(s), or month(s) to set how long to wait before the client can be re-enrolled.
Client birthday
About this trigger
Fires on a client's birthday, or a set number of days or weeks before it. This helps you build a birthday campaign that runs automatically every year with no extra effort. For example, send a birthday email three days before the date with a free class offer. Clients with no birthday on file are never enrolled.
Timing and variables
The birthday day boundary is based on your business's primary location timezone, not the client's home location. If a client updates their birthday after they've already entered the automation for the current year, the change takes effect starting the following year and doesn't affect that year's run. For a February 29 birthday, WellnessLiving uses February 28 in non-leap years to calculate timing.
If you choose to start the automation before the client's birthday, that only sets when the automation begins, not when the first message sends. If you also add a delay before sending a message, that delay is added on top of the days or weeks you chose. For example, starting 3 days before the birthday with a 5-day delay before the message sends it 2 days after the birthday, not before.
This trigger supports the [BirthdayMonthDay] and [AgeTurning] personalization variables. [AgeTurning] is blank for clients with no birth year on file. For the full variable list, see SMS variables and Email variables.
Settings
When to start – Your options are:
On their birthday – Triggers the automation on the client's birthday, as set in their client profile.
Before their birthday – Triggers the automation the number of Days or Weeks you select before the client's birthday.
Repeat annually – This option is set to ON by default, which runs the automation every year on the client's birthday. Set it to OFF to run the automation only once.
Client canceled booking
About this trigger
Fires when a client cancels a booked service. This helps you follow up quickly and encourage rebooking. For example, send a message with a direct link to rebook the same service.
Settings
Cancellation timing – Anytime, late cancellation only, or early cancellation only.
Service – Any service, or specific service(s). For additional information about event types, see Filtering by event type.
When – Each cancellation, first cancellation only, or after a specific number of cancellations.
Location (multi-location businesses only) – Any location, or specific location(s).
Client hasn't visited
About this trigger
Fires when a client hasn't attended or booked a service for a set period. This helps you re-engage lapsed clients before they drift away. You might send a "we miss you" message with a special offer after 30 days of no activity.
When you activate this automation, WellnessLiving checks whether any existing clients already meet the inactivity threshold. If they do, a popup appears with two options: include those clients in the automation now, or skip them and only enroll clients going forward. If you choose to include them, any client who already meets your exit criteria is left out. The popup only appears on first activation or when you reactivate a paused automation. It doesn't appear when you re-save an automation that's already running.
Settings
Time since last visit – A number and unit of time (hours, days, months, or years) defining how long a client must be inactive before the trigger fires.
Location (multi-location businesses only) – Any location, or specific location(s).
A lead or client can only be enrolled once – If enabled, a lead or client can only enter this automation once.
Client no-show
About this trigger
Fires when a client misses a booked service without canceling. This gives you a chance to follow up and make rebooking easy. For example, send a friendly message with a direct link to reschedule.
Settings
Service – Any service, or specific service(s). For additional information about event types, see Filtering by event type.
When – Each no-show, first no-show only, or after a specific number of no-shows.
Location (multi-location businesses only) – Any location, or specific location(s).
Lead created
About this trigger
Fires when a new lead is added to WellnessLiving. This includes leads captured by CAASI AI on your website, leads who fill out your Lead Capture Widget, leads added manually by staff, and leads from Reserve with Google. If you have CAASI AI running on your website, every lead it captures can automatically enter a nurture sequence, with no manual handoff needed. Starting a nurture sequence right away increases the chance of converting them into a client. For example, send a welcome email followed by a booking invitation a few days later.
Settings
Lead source – Any lead source, or specific lead source(s).
CAASI intents – Any intent, or specific intent(s). Only visible when CAASI is selected as a lead source. When multiple lead sources are configured (CAASI and others), the intent filter applies only to leads from CAASI. For more information, see CAASI and the Marketing Suite: your automatic lead engine.
A lead or client can only be enrolled once – If enabled, a lead or client can only enter this automation once.
Lead stage updated
About this trigger
Fires when an existing lead or client's stage changes to one you select. This makes it possible to automatically follow up as they move through your sales process. For example, when a lead reaches your Warm stage, send them a booking invitation. It fires regardless of what caused the change: a staff member updating it manually, a Change lead stage automation step, or a client group configured to automatically move its members into a Won or Lost stage.
This trigger fires only when a lead or client who already exists moves to a new stage. It doesn't fire when a new lead is created and assigned a stage for the first time. Use the Lead created trigger for that instead.
You can chain automations together with this trigger: one automation moves a lead or client to a stage using the Change lead stage step, and a second automation set to fire on that stage runs automatically in response.
You can personalize messages with the [CurrentStage] and [StageChangeDate] variables, along with standard lead variables such as [Firstname] and [Email]. These work in email, SMS, and push content. [StageChangeDate] shows in your business's timezone. If the stage was deleted before the message sends, the variable shows nothing instead of an error. For the full variable list, see SMS variables and Email variables.
Settings
Stage – Any stage (default), or one or more specific stages selected from a list of your business's configured lead stages. The automation fires when a lead or client moves into any of the stages you select. If you select Specific stage without choosing any, you'll see the message Please select at least one stage. For more information, see Set up and manage lead stages. If you rename a stage later, this trigger keeps working correctly, since it's tracked internally rather than by the stage's name.
A lead or client can only be enrolled once – Enabled by default. If enabled, a lead or client can only enter this automation once, ever. If disabled, they re-enter each time they move into a qualifying stage, as long as they're not already active in the flow.
New class scheduled
About this trigger
Fires when a new class session is added to the schedule. This helps you drive early bookings before spots fill up. For example, notify clients who've taken that class before as soon as it's available.
Settings
Class – Any class, or specific class type(s).
Only include clients who previously attended this class – If enabled, only clients who have attended this class before will be included.
New event scheduled
About this trigger
Fires when a new event is added to the schedule. This helps you fill registrations faster by getting the word out early. You might send an announcement to clients who attended a previous session.
Settings
Event – Any event, or specific event type(s).
Only include clients who previously attended this event – If enabled, only clients who have attended this event before will be included.
Pass visits remaining
About this trigger
Fires when a client uses a session pass, based on visits remaining. This helps you prompt repurchase before the pass runs out. For example, send a reminder when a client has only two visits left.
Settings
Session pass – Any session pass, or specific session pass(es).
When – Each visit, first visit only, after a specific number of visits used, or when a specific number of visits remain.
A lead or client can only be enrolled once – If enabled, a lead or client can only enter this automation once.
Product purchased
About this trigger
Fires when a client buys a product. This helps you build on the purchase with a relevant follow-up. For example, suggest a complementary product or share tips on getting the most out of their purchase.
Settings
Product – Any product, or specific product(s).
When – Each purchase, first purchase only, or after a specific number of purchases.
Purchase option purchased
About this trigger
Fires when a client buys a session pass, membership, or package. This helps you set expectations and start the relationship on a strong note. For example, send a welcome message explaining what's included and how to book their first session.
Settings
Purchase Option – Any Purchase Option, any introductory offer (Purchase Options with the Intro Offer setting enabled), or specific Purchase Option(s), grouped by category.
When – Each purchase, first purchase only, or after a specific number of purchases.
Location (multi-location businesses only) – Any location, or specific location(s).
Purchase option used
About this trigger
Fires when a client's visit is recorded against a Purchase Option. This helps you connect with clients at meaningful usage milestones. You might send a motivational message after every fifth class on a ten-class pass.
Settings
Purchase Option – Any Purchase Option, or specific Purchase Option(s).
When – Each visit, first visit only, or after a specific number of visits.
A lead or client can only be enrolled once – If enabled, a lead or client can only enter this automation once.
Service attended
About this trigger
Fires when a client checks in to a service. This helps you follow up while the experience is still fresh. For example, send a thank-you message after a first visit, or a review request the following day.
Settings
Service – Any service, or specific service(s). For additional information about event types, see Filtering by event type.
When – Each visit, first visit only, or after a specific number of visits.
If you select After a specific number of visits, enter the number of visits.
Location (multi-location businesses only) – Any location, or specific location(s).
A lead or client can only be enrolled once – This option only appears when When is set to After a specific number of visits. This trigger uses the client's lifetime visit count. With this option set to ON, the automation triggers once, when the count exactly reaches the number of visits you entered. Set to OFF, it triggers at every multiple of that number going forward. Previously passed milestones never trigger retroactively.
Service booked
About this trigger
Fires when a client makes a booking. The window between booking and attending is a good time to build anticipation or upsell. For example, send a "what to bring" message after a client books their first appointment.
Settings
Service – Any service, or specific service(s). For additional information about event types, see Filtering by event type.
Purchase Option – Any Purchase Option, or specific Purchase Option(s).
When – Any booking, first booking only, or after a specific number of bookings.
Location (multi-location businesses only) – Any location, or specific location(s).
Upcoming expiry
About this trigger
Fires a set amount of time before a session pass or Purchase Option without auto-renewal expires. This gives clients a chance to renew before losing access. For example, send a reminder two weeks before expiry with a direct repurchase link.
Settings
Purchase Option – Any Purchase Option, or specific Purchase Option(s).
Time before expiry – A number and unit of time (days, weeks, or months) defining how far in advance the trigger fires.
A lead or client can only be enrolled once – If enabled, a lead or client can only enter this automation once.
Upcoming renewal
About this trigger
Fires a set amount of time before a Purchase Option with auto-renewal is due to renew. This helps you keep clients informed and reduce payment surprises. For example, send a heads-up a week before the charge with a link to update their payment details.
Settings
Purchase Option – Any Purchase Option, or specific Purchase Option(s).
Time before renewal – A number and unit of time (days, weeks, or months) defining how far in advance the trigger fires.
A lead or client can only be enrolled once – If enabled, a lead or client can only enter this automation once.