After a trial class, the app follows up with the prospect twice for you: the next day, then three days later. By default, these emails carry a text written by OSS Academy. You can replace it with your own, in your club’s tone, without changing anything else in the email.
1. Know when each follow-up goes out
There are two follow-ups, and only two:
- D+1 follow-up (Relance J+1 in the list): the day after the class, to ask how it went;
- D+3 follow-up (Relance J+3): three days later, to invite them to join the academy.
They only go to prospects marked as attended at their trial class, at the email address they gave when booking. The countdown starts when the booking is marked Attended, not at the class time: attendance taken the same evening means a follow-up the next evening. A no-show, or a prospect whose attendance was never taken, receives nothing.
You cannot switch a follow-up off: you choose its text and whether it has a button, not whether it is sent. The reminders sent before the class (24 h and 2 h before) and the booking confirmation email stay written by OSS Academy.
2. Open the follow-up list
In the management menu, Acquisition section, the Follow-up emails entry opens the list. You also get there from the card of the same name on the acquisition Overview.
Each follow-up shows the subject that goes out today and a badge:
- OSS Academy text: you changed nothing, the prospect gets the default text;
- Your text: you changed at least one element of this follow-up.
Click a follow-up to open it.
3. Write your text
The Write tab is prefilled with the text that goes out today: you start from the real email and touch it up, never from a blank page. Three fields are yours:
- Email subject: what the prospect sees in their inbox (120 characters max);
- Title: the large heading at the top of the email (70 characters max);
- Message: the body of the email, required (1,500 characters and 40 lines max).
The message accepts simple formatting: **bold**, *italic*, bulleted or numbered lists, headings, quotes and [label](https://...) links. HTML is not accepted, and a link must start with https://.
If you empty the subject or the title, that field goes back to the OSS Academy text. The message, however, cannot stay empty.
Save at the bottom of the screen turns on as soon as you have changed something. Only the fields you change become “Your text”: if you only rewrite the subject, the title and the message stay OSS Academy’s.
4. Insert variables
Above the Message, chips offer this follow-up’s variables, for example {prenom} (first name), {academie} (academy) and {offre} (offer). Clicking a chip adds it at the end of the message: then move it where you want it. You can also type them yourself, in the subject, the title or the message, with a single brace on each side.
When sent, {prenom} becomes the prospect’s first name, {academie} your academy’s name and {offre} the name of the offer they booked. An unknown or misspelled variable is refused on save, with the list of valid variables.
5. Keep or remove the button
The Action button block shows the button added below your message. Its label and destination are fixed: it takes the prospect to creating their account, or to logging in if they already have one. You cannot change it.
You do decide whether it is there. Turn off Include the button if creating an account is not a step of your process, for instance if your students sign up and pay at the desk: the follow-up then goes out without a button, as a plain information email. The setting applies to this follow-up only, D+1 and D+3 are set separately.
6. Check with the preview
The Preview tab shows the email as it will go out, with the text on screen, even if not saved yet. Your academy’s name is the real one; the first name and the offer are examples, since there is no prospect behind the screen yet. The button points to an example link.
If something does not pass (empty message, unknown variable, text too long), the preview shows Preview unavailable with the reason: that is exactly what Save will refuse.
7. Go back to the OSS Academy text
On a customized follow-up, the Back to the OSS Academy text button appears at the bottom of the Write tab. After confirmation, all your text for this follow-up is deleted, button setting included: the follow-up goes out again with the default text and settings, and its badge turns back to OSS Academy text.
If a prospect did not get the follow-up
First check their profile, in the Email tracking block, what is shown for each follow-up. Then, in order:
- is their booking really marked Attended? Changing only their sales status is not enough, the attendance on the booking is what triggers the follow-ups;
- has the delay passed? Count one day, then three, from the moment attendance was taken;
- is their email address correct? It shows at the top of their profile.