This article will guide you through using the Work It feature in ClubReady. Work It allows staff to log phone calls, send individual emails or text messages, and record in-person conversations — all from a single location within a client's profile.
Content:
- Before You Begin
- How to Access Work It
- Make a Phone Call
- Send an Email
- Send an SMS Text Message
- Log a Person to Person Contact
- Sales Scripts
- Fast Book
- Frequently Asked Questions
Before You Begin
Make sure you have the following before getting started:
-
Permissions required:
- Prospect Management - Can Access Prospects
- Member Management: General - Can Access Member Options
How to Access Work It
Search for and select the desired prospect, client, or member under the Prospects or Members/Customers tab. Click the WORK IT icon to open the Work It panel.
Make a Phone Call
The Work It panel opens to the Make A Phone Call tab by default. The client's phone numbers will be displayed. Select the outcome of the call from the dropdown:
- Didn't Talk to Anybody
- Answered But Didn't Talk to Client
- Talked to Client
If using Advanced Business Automation, select a purpose from the dropdown. You can also use the next dropdown to add a new call task if needed.
Viewing Call History and Notes Past call history is displayed on the right side of the panel, including Last Call, Last Talked With, and Calls Last 30 Days. Below this, you can view details of past call attempts and notes. Tabs across the top of the call details box allow you to view and edit Key Note information, view All Notes, and view Lead Type History.
Note: While on the call, use the Sales Scripts and Fast Book tabs at the top of the Work It panel to reference pre-written scripts and book clients into sessions without leaving the panel.
Send an Email
Select the Send An Email tab to send an individual email to the client. Complete the following fields:
- To — The email address currently on file for the client.
- Reply To — The default reply-to address configured under Setup > Communications > System Emails. Click the edit pencil to enter a different reply-to address if needed.
- Subject — Enter a subject line for the email.
- Template — Use the ClubReady system default template or click Change to select a different email template.
- Purpose — If using Advanced Business Automation, select a purpose for this email.
Type the content of your email in the content box. Basic formatting options include bold, italicize, underline, and insert a hyperlink. Click Send Email To 'Client' to send.
Past email history is displayed on the right, including the email title, date sent, a link to view the email, and delivery status such as Delivered or Bounced.
Note: Hide Misc Emails is checked by default. Misc emails include automatic communications such as booking reminders, new agreement emails, and booking cancellations.
Send an SMS Text Message
Select the Send An SMS tab to send the client a text message.
Note: A sufficient SMS credit balance is required to send text messages. Use the View Prices and Add Credit links to manage your account balance.
Type your message in the content box. If using Advanced Business Automation, select a purpose from the dropdown, then click Send SMS To "Client Phone Number".
Note: To ensure compliance for clients or prospects who have opted out of promotional messaging, a confirmation checkbox — I acknowledge this is a non-promotional message — will appear on screen. The message can only be sent once this box is checked. The Send button will remain greyed out if it is left unchecked.
Past text message conversation history between staff and the client is displayed on the right. Click Mark All SMS Read to clear new messages from your Unread Incoming SMS Widget.
Log a Person to Person Contact
Select the Person to Person tab to log the details of an in-person conversation with the client. Select the outcome of the contact from the dropdown — whether it was a positive or negative conversation. Enter the details in the content box. If using Advanced Business Automation, select a purpose from the dropdown. Use the next dropdown to add a new contact task if needed, then click Log The Contact to save.
Past conversation history between staff and the client is displayed on the right.
Sales Scripts
Click the Sales Scripts tab at the top of the Work It panel to access pre-written scripts that can help guide conversations with prospects and clients.
Fast Book
Click the Fast Book tab at the top of the Work It panel to book a prospect or client into a consultation, service, or class without leaving the Work It panel.
Frequently Asked Questions
Q: Can I view all past communications with a client from within Work It?
A: Yes. Past call history, emails, and text message conversations are all accessible from the right side of each respective tab within the Work It panel. The All Notes and Key Note tabs are also available across the top of the details box for a consolidated view of client notes and lead type history.
Q: What should I do if the Send button is greyed out when sending an SMS?
A: The Send button will remain greyed out until the confirmation checkbox — I acknowledge this is a non-promotional message — has been checked. This is required to ensure compliance for clients who have opted out of promotional messaging.
Q: Can I book a client into a session directly from Work It without navigating away?
A: Yes. Click the Fast Book tab at the top of the Work It panel to book a client into a consultation, service, or class without leaving the panel.