Client Insights + Lifecycle Automations | Voters

Client Insights + Lifecycle Automations

in progress

Adam Smith

We're introducing a new

Client Lifecycle

system into PPC Labs that helps businesses better understand where each client stands - and take action automatically when follow-up is needed.

This includes two connected areas:

Client Insights
: classifies clients based on recent activity, booking history, spend, and risk signals
Lifecycle Automations
: sends automated messages when specific client lifecycle conditions are met

Client Insights

The new

Profiles > Client Insights

page organizes clients into lifecycle categories:

Prospect
New
Established
Watchlist
Lapsed
Returned

Each client is also analyzed using behavior patterns such as routine, occasional, seasonal, first booking, or no history.

The Insights table includes key details like:

Last and next scheduled service
Completed services
Lifetime spend
Outstanding balance
Last engagement
Last contacted
Risk / reason

This gives businesses a clearer way to identify clients who may need follow-up, rebooking, payment attention, or retention outreach.

You can customize how clients are classified using the

Client Insights Settings

, adjusting the thresholds that define behavior patterns, lifecycle stages, and how quickly clients move to Watchlist or Lapsed status.

You can send Messages directly from this page, or utilize the Automations to have the system do it for you.

Lifecycle Automations

We've also added a new

Lifecycle Conditions

tab to the

Communication > Automations

page.

Unlike event-based automations, which trigger around specific events like visits or payments, lifecycle automations trigger when a client matches a condition for a defined period of time.

Available conditions include:

New Client Not Booked
: Follow up when a new client signed up but has not scheduled service.
Needs Second Booking
: Follow up after a client's first completed booking if they have nothing upcoming.
No Upcoming Services
: Follow up with clients who have completed service but do not have anything scheduled.
Lapsed Client
: Reach out after a longer gap since the client's last completed service.
High Value Watchlist
: Follow up with high-value clients who have no upcoming services.

Each condition includes timing controls and a rule preview so you can see exactly when the automation will send.

Why This Matters

This helps businesses move from manually checking client activity to proactively managing client relationships.

Use cases include:

Converting new signups into first bookings
Encouraging second bookings
Re-engaging clients with no upcoming services
Following up with lapsed clients
Prioritizing high-value clients before they drift away

April 27, 2026

Roxanne Dockter

When it comes to "Prospect" I consider that a potential client that I have not determined if we are a good fit for each other yet, meaning we may have a meet n greet scheduled, or we already had a meet n greet and I decided to NOT convert them to an Active client therefore no relationship would be established.

Likewise, I have active clients that only go on vacation once a year, I would not consider them at risk by any means more like "expected and still high value to me". I think this is very situational based on the client and not a catch all, especially in the economic environment we are seeing.

Kristin Skelton

Roxanne Dockter I agree with Prospect kind of being equivalent with our current CRM list and then I would love them to either convert to Active or mark as like "lost" with a documented reason and then maybe would inactivate pending my feelings about contacting them.

Crystal Witt

I really love this update! Would it be possible to allow for the ability to document a manager note from the Client Insights activity? I have admin staff following up on our watchlist and lapsed clients, but they have to go into the client profile to document their interaction with the client. It would be nice to be able to select the client checkbox and not only have a Message action, but also a Note to Manager action.

Adam Smith

Crystal Witt: That will be added next update. It will also show the client's tags.

Lisa Myers

Cannot wait to use this!

Julie Gonzalez

Excited to see how this all works. This is something I am focusing on this year and re-engaging with client fall off and reminding those who have not used our services in a while to consider booking something.

Teferi Dejene

This is really great! It would be useful if there is a way to filter by Client Type and be able to set up the automations separately, as we treat MPS and Pet Sitting clients differently in terms of visit frequency. In addition I tried to filter using "Primary Service" field but I was not successful as what are we supposed to enter as Primary Service as it doesn't seem to work when I use any of our service names.

Adam Smith

Teferi Dejene: Would Client Segment work for this purpose? I'll get that primary service search functioning next update.

Adam Smith

These updates/fixes are now rolled out. You can now utilize the Client Segments both for the Client Insights viewing and Lifecycle Automations sending.

Teferi Dejene

Adam Smith I believe that should work, I suppose we just need to set up a segment of our MPS and Pet Sitting Clients via the tag we assign them.

Kristin Skelton

What are the conditions that trigger each label… like how is a seasonal determined or high value and when is fall off a concern. Looks amazing!

Adam Smith

Kristin Skelton: Thanks! Current logic is:

Lifecycle

Prospect: no completed visits and no upcoming visits
New: no completed visits but has an upcoming visit, or only one completed booking block and not yet lapsed
Established: default healthy state when none of the concern rules apply
Watchlist / Needs Attention: no upcoming visits and the client has gone beyond the expected gap for their pattern
Lapsed: no upcoming visits and the gap is significantly beyond the expected return window
Returned: completed a visit in the last 60 days after previously having a 180+ day gap

Patterns

No History: no completed booking blocks
First Booking: exactly one completed booking block
Ongoing: 4+ completed visits in the last 90 days and has future ongoing/autoscheduled visits
Frequent: 4+ completed visits in the last 90 days, but no future ongoing/autoscheduled visits
Seasonal: had completed service around the same season last year, roughly 11–13 months ago
Occasional: 2+ completed booking blocks, but not frequent/ongoing/seasonal

High Value

High Value is relative to that business, not a fixed dollar amount.
It marks the top 20% of active clients by lifetime spend.

Loyal

6+ completed booking blocks
first completed visit was at least 12 months ago
had activity within the last 180 days

Fall-off concern

This depends on the client’s pattern and whether they have upcoming visits.

If they have upcoming visits, they generally are not considered falling off.

If they have no upcoming visits:

Frequent: concern starts around 30 days; lapsed around 90 days
Occasional: concern starts around 75 days; lapsed around 180 days
Seasonal: concern starts around 300 days; lapsed around 395 days
Default/other: concern starts around 90 days; lapsed around 180 days

The goal is not to treat every gap as bad. A seasonal or occasional client can go a long time without service and still be normal. The system looks at their pattern first, then decides whether the gap is actually concerning.

Shannon Centola

Adam Smith If a client no longer has pets, we moved them to prospect. Our hopes is the client will get another pet so we do not make them inactive. Do you think moving them to prospect is the best idea?

Adam Smith

Shannon Centola: That is up to your own flow. Just know that we are considering removing Prospect as a Status and using it only as a Lifecycle, in which case you could no longer manually make someone a Prospect. Just an idea at the moment and we would want to account for situations like yours with some kind of replacement behavior.

Adam Smith

Kristin Skelton: The pattern and lifecycle settings are now completely customizable.

Kristin Skelton

Adam Smith Cool. I do think your set up is pretty darn good though. For Prospect... I kind of being equivalent with our current CRM list and then I would love them to either convert to Active or mark as like "Lost" with a documented reason/tag or something and then I maybe would inactivate pending my feelings about contacting them... especially if we end up basically having anyone that fills out our online form or contacts us to be put into the system... just to keep it from junking up our list pending it does not work out.

Adam Smith

Kristin Skelton: We have the "Lapsed" lifecycle which should align with that. With the settings you can now control how soon before they are considered lapsed. You can also now add Notes to Manager and Tag right from the Insights page.

Susan Gary

WOOHOO!!!

Tom Henaghan

This is pretty next level stuff here Adam! Just started playing around with it and I am super impressed so far, great job by you and your team! 
Is there a way to customize the dashboard? As far as filters for the qualifying trigger dates, ongoing schedules, clients that schedule specific services, etc? 
Would also be really helpful to have a specific "recurring" or "ongoing" tag under scheduling Pattern on the dashboard. Just so there's an easier way to distinguish between recurring dog walking clients on the watchlist/lapsed tabs.

Adam Smith

Tom Henaghan: Can you give specific examples of how you would like to customize the dashboard? Is this more about the default sort/search you see or about how things like the lifecycle and pattern are determined?
Good call about the Ongoing pattern. I missed that one and it will be added in the next update. 
Note that some updates I'll make will require simply clearing out the Client Insights, so if you see they're being generated again from scratch it will be because of an update, not the normal flow.

Tom Henaghan

Adam Smith I'd really like to be able to customize the trigger dates for Watchlist and Lapsed, as well as the pattern classifications for Ongoing and Frequent.

If it's possible it would be great to be able to tie the ongoing pattern to ONLY clients that specifically have (or have had) an active ongoing schedule within the last 30 days?

Example:

In my opinion, 4+ visits in 90 days is far too few visits in far too long of a space of time to be considered an ongoing or frequent scheduler. If we could customize it, I'd change it to 4+ visits in 30 days for ongoing, and 2+ visits in 30 days for frequent.

Adam Smith

Tom Henaghan: The pattern and lifecycle settings are now completely customizable. Let me know if you run into any issues adjusting them.

Tom Henaghan

Adam Smith That was fast! Just made a few tweaks to the settings and it helped a ton. Thanks so much!

Adam Smith

Merged in a post:

Automations: Client Conditions Triggers

Adam Smith

April 27, 2026

Adam Smith

marked this post as

in progress

In PPC Labs, separate from Automations (although you will need to have Automations enabled to utilize that piece)

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