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Voxie Playbook

The SMS Playbook for Wellness, Fitness & Aesthetics

A practical guide to texting guests through every stage, from the intro offer they almost forgot to the membership they keep for years.

Jump to the 13 flows
Messages
Confirmed
Locked in. [Service] at [Business Name] [Location], [Date] at [Time].
Banked credit
[First Name], [Number] services banked and waiting. Spend one this week? [Booking Link]
Slot opened
A [Time] just opened tomorrow with [Provider]. First YES takes it.

Why Text

Getting them in once is the expensive part. Keeping them is where the margin lives.

Saturday at 11am, four people waiting to check in, the phone going, and a first-timer who came in on an intro offer walking out without booking anything else. Nobody did anything wrong. There was just no one free to ask.

That is the whole problem in one moment. Acquisition in this category is well funded and well run. What happens in the ninety days after a first visit gets handled by whoever has a spare hand, which means it mostly does not get handled.

Texting is the one channel that reaches a guest in the gap between visits without asking anyone at the front desk to remember. It works the same at 9pm as it does during the Saturday rush, and it gets answered.

1 in 3

members lost every year. Industry-average annual retention sits at 66.4%.

ABC Fitness, 2026

Months 2–4

when most cancellations happen, before a habit ever forms.

ABC Fitness, 2026

14%

of appointments cancelled at waxing centers and membership spas, against no-show rates of 1% to 3%.

Zenoti, 2025

Members who are onboarded properly and build a habit in the first twelve weeks retain at 87% six months in. The distance between that number and the one above is a communication problem, and it is fixable with about thirteen well-timed texts.

The Automated Flow Library

Thirteen flows, one guest journey

Each flow includes the strategy behind it, who it is for and when it fires, and sample copy you can adapt to your own voice. Three of them carry most of the weight: membership conversion, banked credits, and the cancel save. Where a segment genuinely diverges, you will see alternate copy for personal care, fitness, and med spa.

Acquisition & first visit

02. New Guest Nurture

Strategy

Someone claimed an intro offer and then went quiet. They have already decided they want this. What they have not done is pick a day, and the longer that sits, the more the offer turns into something they meant to get around to.

Goal·Turn an inquiry or intro offer into a booked first visit
Audience·Opted-in guests who have not booked
Trigger·New inquiry or intro offer claimed
Cadence·Days 1, 2, 4, 7
Messages
Day 1
Hi [First Name], your [Intro Offer] at [Business Name] [Location] is sitting here with your name on it. Grab a time: [Booking Link]
Day 2
Wondering what you're walking into? Here's the whole visit, start to finish: [Link]. Reply with questions, a real human reads these.
Day 4

Personal care

Insider tip: weekday mornings are our quietest, and [Service] feels twice as good in an empty room. A few [Day] slots left: [Booking Link]

Fitness

First class is on us. [Class Name] on [Day] is where most people start, and nobody's watching you: [Booking Link]

Med spa

Free consult, twenty minutes, zero pressure. Just questions and honest answers. Next opening: [Booking Link]
Day 7
Still holding your [Intro Offer], [First Name]. It's not going anywhere. Neither are we: [Booking Link]

Acquisition & first visit

03. Appointment Confirmation & Reminders

Strategy

A booked appointment is not a kept appointment. Confirmation, a prep note, and a reminder the day before are what turn a name on the schedule into someone in the chair.

Goal·Confirm the booking and protect the slot
Audience·Guests with an upcoming appointment
Trigger·Booking created
Cadence·Immediate, 48 hours before, day before
Messages
Immediate
Locked in. [Service] at [Business Name] [Location], [Date] at [Time]. Reply C to confirm, R if life moves it.
48 hours before

Personal care

Two days out. Five minutes of prep makes a real difference: [Prep Link]. Find us at [Address].

Fitness

[Class Name], [Day] at [Time]. Bring [Items], come ten minutes early, and we'll get you set up properly.

Med spa

You're on for [Day] at [Time]. Knock out the forms now and we start on time instead of on paperwork: [Forms Link]
Day before
Tomorrow at [Time], [First Name]. We're at [Address] with your name on the schedule. Reply if anything shifts.

Acquisition & first visit

04. No-Show & Late-Cancel Recovery

Strategy

Cancellations run several times higher than no-shows in this category, and both leave the same hole in the day. Reach out while the intent is still fresh, so rebooking feels like finishing something rather than starting over.

Goal·Rebook the missed visit
Audience·No-shows and late cancels
Trigger·Marked no-show, or cancelled inside the policy window
Cadence·Same day, optional Day 3
Messages
Same day
You were missed today, [First Name]. Life wins sometimes. Want to pick a new time? [Booking Link]
Day 3 (optional)
Your [Service] is still on the books in spirit. Make it official: [Booking Link]

Conversion & welcome

05. First Visit to Membership

Core flow

Strategy

A first-timer walks out relaxed and undecided. At the front desk, the membership conversation competes with the person waiting behind them, so it gets one sentence and a card. This flow gets four attempts at it, spread across the two weeks the guest still remembers how good they felt.

Goal·Convert a first-time guest into a member
Audience·Guests who completed a first visit and are not members
Trigger·First visit completed
Cadence·Same day, Day 3, Day 7, Day 14
Messages
Same day
Loved having you in today, [First Name]. Honest verdict, how do you feel? Reply, we actually read these.
Day 3

Personal care

Most guests land on every [Interval] weeks. Membership covers it and does the remembering for you: [Link]

Fitness

Two or three classes a week is when it clicks and you start noticing stairs. Here's what unlimited runs: [Link]

Med spa

[Service] rewards consistency, not one-offs. Here's how the package stacks up against paying visit by visit: [Link]
Day 7
Real question, [First Name]: if money weren't part of it, how often would you be here? Reply a number and we'll tell you honestly which option wins.
Day 14
Your first-visit rate stays put through [Date]. Start a membership at what you already paid, no catch: [Link]

Conversion & welcome

06. Membership Welcome & Onboarding

Strategy

Most cancellations land in months two through four, and the members who get past that are the ones who used the benefit early. The first thirty days are the retention program. Everything after is maintenance.

Goal·Get the first three visits on the calendar
Audience·New members
Trigger·Membership start
Cadence·Day 1, Day 3, Day 14
Messages
Day 1
Officially one of us, [First Name]. Membership starts today. Here's everything it covers: [Link]
Day 3
Let's book your next two visits now, while motivation is doing the talking: [Booking Link]
Day 14

Personal care

Two weeks in. Anything we should write in your file before your next [Service]? Preferences, pet peeves, all fair game.

Fitness

[Number] visits in, look at you. [Class Name] on [Day] is the usual next step around now: [Booking Link]

Med spa

How's the routine treating you so far? Reply honestly and we'll tune the plan for next visit.

Retention & growth

07. Rebooking Rhythm

Strategy

Top performers at waxing centers rebook close to six in ten guests within a day of the visit. The average sits at four in ten. That gap has very little to do with service quality and a lot to do with whether anyone asked before the guest got back in the car.

Goal·Hold visit frequency
Audience·Members and repeat guests with nothing booked
Trigger·Visit completed, no next appointment
Cadence·Same day, then timed to the service interval
Messages
Same day
Great seeing you, [First Name]. Your usual [Day] time is still open. Claim it before someone else does: [Booking Link]
At interval
You're officially due, [First Name]. Same time, same [Provider], same everything? [Booking Link]
Interval + 7 days
[Provider] has a gap this week with your name hovering over it: [Booking Link]

Retention & growth

08. Waitlist & Same-Day Openings

Strategy

A cancellation costs you the appointment and the slot. One text to the right waitlist turns the second loss back into revenue, usually inside of a few minutes.

Goal·Refill cancelled appointments
Audience·Waitlisted guests matching the opening
Trigger·Cancellation creates availability
Cadence·Immediate, first reply takes it
Messages
The moment it opens
[First Name], a [Time] just opened [Day] with [Provider]. First YES in the next hour takes it.
Claimed
Got it, it's yours. [Service] [Day] at [Time]. Nicely done.
Already taken
That one vanished in minutes, but [Alternative Time] is open. Want it instead? [Booking Link]

Retention & growth

09. Unused Credits & Banked Services

Core flow

Strategy

A member sitting on three unused services has already decided the membership isn't worth it. They just have not called yet. Every text that turns a banked credit into a visit buys back a month of tenure, and it does it before anyone has to be talked out of leaving.

Goal·Drive usage before it becomes a cancellation
Audience·Members with unredeemed credits
Trigger·Credits banked past a threshold, or days since last visit
Cadence·Monthly, escalating
Messages
Month 1
[First Name], you've got [Number] service banked and gathering dust. Use it this week? [Booking Link]
Month 2
You're up to [Number] banked services. Reply with any day that works and we'll do the rest.
Month 3

Personal care

It's been a minute, [First Name]. Something we can fix, or is the calendar just winning? Tell us and we'll sort it.

Fitness

Your membership has been suspiciously quiet. Want a plan that matches how you're actually training? Reply and we'll walk it through.

Med spa

[Number] treatments left in your package, and [Date] is coming. Let's get them on the calendar: [Booking Link]

Retention & growth

10. Ongoing Engagement

Strategy

A handful of high-utility messages that have nothing to do with marketing. Failed payments in particular end more memberships than any decision a member ever consciously makes.

Goal·Keep members informed and billing current
Audience·Active members
Trigger·Independent, event-based
Cadence·As needed
Messages

These are independent triggers, not a sequence.

Failed payment

Trigger: payment declined

[First Name], your [Month] payment bounced. Probably a new card. Update it here and nothing changes: [Link]
Closure or schedule change

Trigger: manual, urgent

[Business Name] [Location] is closed [Date] for [Reason]. We're moving anything booked and texting you the new time.
Provider change

Trigger: staffing change

Heads up, [Provider] is out [Date]. [Alternate] has read your notes and can take the same time. Keep it? Reply Y.
Membership anniversary

Trigger: membership start date

One year with us, [First Name]. [Perk] is on the house this month, just say the word at the desk.

Retention & growth

11. Freeze & Cancel Save

Core flow

Strategy

Someone who calls to cancel has already had the argument in their head and won it. The only move left is finding out what actually changed, because it's usually money or schedule, and both of those have an answer that keeps the member.

Goal·Retain, downgrade, or freeze instead of cancelling
Audience·Members who requested a freeze or cancellation
Trigger·Cancel or freeze request
Cadence·Immediate, then Day 7 and end of freeze
Messages
Immediate
Got your request, [First Name]. Before we hit go, what changed? Reply 1 for cost, 2 for schedule, 3 for something else.
If they reply 1, cost
There's a lighter plan at [Price] that keeps you in the rotation without the full commitment. Want the details?
If they reply 2, schedule
We can freeze it for [Duration] instead. No charges, your rate frozen right where it is. Want that set up?
If they reply 3
Tell us what's going on and we'll find the right move together. Real person on this end, promise.
Day 7 of freeze
You're on hold through [Date], [First Name]. Nothing to do, nothing to pay. Go enjoy the break.
Freeze ending
Freeze lifts [Date] and your [Rate] survived it. Want your usual [Day] time back? [Booking Link]

Retention & growth

12. Referrals & Reviews

Strategy

The people who will vouch for you are the ones who just walked out happy, and that window is about a day wide. Ask then, and ask for one thing at a time.

Goal·Turn members into advocates
Audience·Members past [Tenure] with a good last visit
Trigger·Time-based, gated on visit sentiment
Cadence·Two separate asks
Messages
Review ask
[First Name], sixty seconds of your honesty helps the next person in [Location] find us: [Review Link]
Referral ask
Know someone who'd love this as much as you do? Send them here and you both get [Incentive]: [Referral Link]

Retention & growth

13. Win-Back

Strategy

A cancelled member isn't a stranger. They liked this enough to pay for it once. What they need is a reason that's genuinely new, because a text with nothing behind it just confirms the decision they already made.

Goal·Reactivate lapsed members and guests
Audience·Cancelled members, lapsed guests
Trigger·Days since cancellation or last visit
Cadence·One or two messages, only when there's real news
Messages
Something changed

Personal care

[First Name], [Provider] is back on the schedule and asked about you by name. Want your old [Day] time? [Booking Link]

Fitness

New [Class Name] schedule starts [Date], and yes, it finally includes the [Time] you wanted: [Link]

Med spa

We added [Service] at [Location]. Past clients get the first one at [Offer]: [Link]
Rate return
Your old [Rate] is back on the table through [Date]. Same price you left at: [Link]

The Voxie Difference

These flows run anywhere. Here is what running them on Voxie gets you.

Every brand in this category eventually hits the same wall: the flows work, and then thirty locations start writing their own version of them.

One account, every location's own guests.

Franchise Hub gives each location its own number, its own inbox, and its own guest list, with no visibility into any other location's conversations. Corporate sees the whole network. Each studio keeps its own book of business.

Brand Standards your locations can't break.

Corporate sets the rules once and every location works inside them. Lock franchisees into pre-approved snippets, or let them write freely with real-time vetting that catches a missing disclaimer or an off-brand promise before the message sends. Send limits, quiet hours, and reserved dates that hold the whole network's calendar during a corporate promotion are all enforced automatically.

Permissions that match how you operate.

A studio manager can send campaigns without seeing billing. Corporate marketing can edit or pull back any scheduled send across the network. Support gets read-only access to conversations. Roles follow your org chart instead of fighting it.

Real conversations behind every automation.

Every flow here runs on its own until someone replies. Two-way texting puts that reply in front of a person on your team, who can step into the conversation without breaking the automation underneath it.

An inbox that knows what matters.

Saturday at 11am with sixty open threads, the guest asking about membership pricing shouldn't be buried under reschedule requests. Intelligent Inbox sorts conversations by what they actually are, so the ones closest to revenue rise. When things go quiet it flags follow-ups worth making, like a guest who got a booking link yesterday and never replied.

Performance by location and across the network.

Reply rates, rebooking conversion by flow, membership conversion rate, opt-out rates, response times. Visible per location or rolled up corporate-wide, so budget follows what's converting.

Voxie supports TCPA-aligned consent capture, HELP and STOP handling, and quiet hours. It is not a substitute for your own legal review, and healthcare or medical aesthetics messaging may carry additional requirements.

See it in action

Thirteen flows, running quietly in the background of every location.

We will walk through the flows that fit your business and show you what they look like live.

Request a Demo