Frequently Asked Questions – ClubReady Connect

General Questions

Is ClubReady Connect data sync/messaging real-time?
Yes!

Do failed texts count against our monthly text limits?
Yes, they do.

Will SMS notes and history be saved in ClubReady Connect?
Any message in and out of ClubReady Connect will be transferred into the notes section of the individual.

Will our phone number sending outgoing messages remain the same?
If you are migrating to ClubReady Connect from ZipWhip, yes, your current texting number for incoming and outgoing messages will remain the same. In addition, call forwarding will be available so that calls to the SMS number will be routed to your studio phone.

Can we use our studio number as the texting number?
If you are migrating to ClubReady Connect from ZipWhip, you will be able to keep your current number. If you are a new ClubReady Connect customer, you will have the option of using a local number, studio number, or toll-free number. Current ClubReady Connect customers will be keeping their toll-free number until we have more information around the necessary requirements of moving to a local or studio number. More information will follow.

Will the task not go away unless we click that button?
No, you must select “mark task complete” before you send the message for the task to go away.

Can I receive or send messages to someone who does not have a profile within ClubReady?
No, this is currently not an option.

Is there a way to delete templates? I see how to make inactive but I would like them gone.
Yes, there is an archive button to delete previously made templates. However, there are a few default templates you cannot archive.

Can I send a message to a class without individually selecting their names?
Yes, you can use the calendar page, select the class, generate message, and send. It will go out to all individuals schedule for the class. Learn more about this in our help article: Send Message to Class Bookings

Do the values in ClubReady Connect correspond to the 'lead type' in ClubReady?
Yes, they do.

Is there an additional fee for campaigns?
The campaign will calculate total cost based off of number of recipients times cost per text. Additional fees are applicable if you have sent over your monthly message limit.

Do we have to participate in the campaigns?
No, no one is required to use the campaign feature.

What does the appointment name pull?
The class or appointment name from ClubReady.

Can I arrange the templates order?

As of now there is not a functionality to rearrange templates in the system.

Is there a difference between creating templates under Settings vs. Manage Locations?
The Settings tab will be removed from the site. We advise for all templates to be created under Manage Locations to ensure they are setup in the correct studio and it sends out successfully.

Is it possible to cross club text from the studio where the booking is and not from where the member has their account?
Not possible at this time unless the individual has a profile in the other locations.

Is cross club texting an option?
This is a feature request we will implement in the future.

Can I paste a list of customers to text?
This feature is not available at this time.

ZipWhip Questions

How can we cancel ZipWhip?
To cancel ZipWhip, you must contact ZipWhip directly; there is a required 30 day notice.

Did the call/text scripts templates we used in ZipWhip transfer to Connect?
No, none of templates (or conditions) migrated over from ZipWhip to ClubReady Connect.

Will we be able to go back and see old ZipWhip messages?
Migrating to Connect means you will lose ZipWhip access, but you can revisit old conversations via the 'Work It' > 'Send SMS' tab > 'SMS History' tab.

What are the functional differences between ClubReady Connect and ZipWhip?
The feature differences between ClubReady Connect and ZipWhip are outlined in the graphic in this Knowledge-base link.

Connect Mobile App Questions

Is there a mobile app?
Yes!
Apple: https://apps.apple.com/us/app/clubready-connect/id6466714275
Android: https://play.google.com/store/apps/details?id=com.clubready.connect

Can you toggle locations in the app?
Yes!

Are we able to send templated messages via the mobile app?
No, like most mobile app versions, Connect mobile is not as expansive (feature wise) as the desktop version. You will want to use the desktop version for templates/campaigns, and mobile version for direct messaging.

Automation Questions

Will SMS automation be turned off?
Once the ClubReady Connect integration into ClubReady is complete, any advanced business automation rule you've set up in ClubReady will flow through ClubReady Connect. ZipWhip automation rules are unique to ZipWhip and will therefore no longer be available.

What automations does ClubReady Connect have available?
Once ClubReady Connect is integrated into ClubReady, you will be able to use any ClubReady automation. What is set up there will flow through ClubReady Connect, similar to the way ZipWhip works now. Unique to ClubReady Connect, customers will have the ability to set up and use more specific appointment and class reminder/follow-up templates.

Where will the text communication be stored, the message history? Which replies go into CRC or the Unread SMS widget? Where can staff see the automation rule text content somewhere after it was sent?
Once the integration is turned on, text communication history and automation rule text sent content will be stored in three places;
1) Connect Widget, inside 'Work It'
2) ClubReady SMS History
3) Connect Conversations page

Can you schedule when text messages will be sent?

Absolutely, see how to set that up with Using Templates in Work It.

Does Connect automatically send the reminders to members for their upcoming classes 24 hours prior and an hour prior to scheduled classes or do we have to set that up?
You need to set up the reminder/follow up templates as you wish for them to go out and make them default before they start automatically sending. Learn more about this in our help article: How to Make a Waitlist, Class and/or Service Booking Template Default (Automatically Go Out).

Can I set up a reminder for 1st timers only to go out 24 hrs before but only sending during reasonable hours? For example, I don’t want the 5:30 am reminder to go out and 5:30 am the day before the class.
No, conditions to automate reminders are limited to the constraints of time. In other words, 24 hours is 24 hours.

Once you send a campaign will responses then become a conversation for anyone to respond?
Yes, once you send a campaign it will show up as an individual conversation on the conversations page for responses to come in. Only the recipients who received the campaign will be able to respond.

Can you set up a waitlist reminder?
Yes, learn more about this in our help article: How to Make a Waitlist, Class and/or Service Booking Template Default (Automatically Go Out) with more information on how to set waitlist reminders and more!

User (Staff Profile) Questions

How do I give my staff member access to Connect?
Learn more about staff access with our help article: Single Sign On

Is there a limit to the number of locations/staff members we can add to ClubReady Connect?
No, there is no limit or additional costs if you wish to add additional studios or staff members to your ClubReady Connect account.

Should each staff member have their own profile on Connect?
Yes! It is highly suggested for staff to have unique profiles to keep track of sender ID.

Can we see every employee’s conversations within our own logins?
Yes, all conversations will display when selecting the 'Conversations' tab, and is not limited by staff profile.

When I set up the staff’s profile should I put in a password, or should I leave that blank so they can use their current password?
Answer: If they are setting up staff accounts in Connect, they need to create a password. Staff can change their password after they log in.

Is there a way to lookup which email is being used for a staff profile?
The answer to this question is not client/user facing. Please contact Connect/ClubReady support for help.

Questions Collected As Feedback

We've also gathered your questions for feedback purposes; please note that these are not currently available options.

The ability to setup automated replies based on keywords. Example, 'first time,' 'freeze' or 'cancel.'
The ability to send text with templates via the app.
The ability to setup “business hours” or scheduled automated responses.
The ability to add a signature.
The ability to translate language.
The ability to send messages to people who are NOT in our ClubReady system. Example, studio cleaners.

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