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0-91-to-1 Text Message ConversationsHOME > USE > TEXT These are also commonly referred to as 1-to-1, Individual or Adhoc Texts Start a conversation via text with your leads and members within your InTouch FollowUp application! Previously, if InTouch FollowUp sent an appointment reminder and
1. Getting Started
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > DEVELOPER GUIDE About This document will outline the steps necessary to get your platform integrated with the Connector platform, which will 'connect' your platform with InTouch and multiple other 3rd-party
2. Partner Integration Guide
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > DEVELOPER GUIDE Table Of Contents Introduction This document describes the steps necessary to receive data from the Connector. This document assumes you know what the Connector is and does not include
3. API Guide
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > DEVELOPER GUIDE Table Of Contents Introduction This document describes the Connector web service API. This document assumes you know what the Connector is and does not include an overview of it (please s
4. Connector Pull API
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > DEVELOPER GUIDE About The Pull Model is a way for Integration Partners to request records that are new or updated. This model is useful in a scenario where the usual real-time API calls are not possible.
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AABC DataTrakHOME > SET UP > INTEGRATIONS & PARTNER PAGES > ABC DATATRAK Integration with ABC DataTrak The InTouch-ABC DataTrak link has several features including an automatic flow of lead information from InTouch to DataTrak, Smart Match features which allow certain
About Integration
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > ABOUT What is Integration? Overview Integration allows data entered into one system to flow into the other. For InTouch Follow-Up customers, data that is entered by users into InTouch FollowUp can flow thr
About InTouch FollowUp
HOME > LEARN > STAFF USER GUIDE What is InTouch FollowUp? InTouch Follow-Up is a web-based Communication Management system specifically built for health clubs, which guarantees every lead and member receives the minimum of 7-11 points of contact and foll
Adding New Leads
HOME > LEARN > STAFF USER GUIDE Individuals who want to join your club will express their interest through a variety of means: They may walk in off the street, inquire by phone, send an email to the club, enter their information via a form on your c
Adding or Editing Staff
Staff Accounts This section describes how to add and edit staff, including how to change passwords when staff have trouble logging in. To access the staff page: Log into FollowUp at https://app.intouchfollowup.com https://app.intouchfollowup.com Go to the
Agenda
HOME Understanding the Agenda tab The Agenda is where you will work through phone calls, appointments, tasks, and most importantly closing sales! To view items on the Agenda: Click the Agenda Tab The Agenda screen defaults to Open Activities for toda
Appointments
HOME Appointments Confirm an appointment There are several places where you can confirm an appointment. This can be done anywhere you see the Confirm Appt button, but the easiest way is through the Action button on the Agenda Tab. 1. From the Agenda
ASF International
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > ASF Integration with ASF International InTouch and ASF work together so when you click the Make Sale button in InTouch, it opens ASF in a second internet browser window with all your sale’s contact informat
Automated Text Messages
AUTOMATED TEXT MESSAGES This article is to help explain the features seen on automated text message setup (the image on the right). Here is what each section means: Content This is the box where you enter in the message you want to send. Merge field optio
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BBulk Transfer of Leads, Appointments, Calls and/or TasksThe transfer option found under "Admin" > "Transfer" can be used to transfer leads plus any already scheduled appts, calls or tasks. The Transfer screen allows you to transfer ownership of leads from one staff person to another. For example: If a staff pe
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CCalendarCalendar Views Clubs have the ability to color code different appointment types so when Staff view their calendars they can see, at a glance, the different types of appointments they have scheduled throughout the day. Appointments will be color-coded on e
Calls from a different lead owner are showing up in my agenda
Question: Referral sales and Member retention calls from a different lead owner are showing up in my agenda. Answer: The most likely reason for this happening is: Member owner X assigns an appointment to staff member Y Appointment shows up on Y's agenda,
Can I change a Lead Source?
How do I change a Lead Source? The ability to change a lead source is an option listed in your club settings. It allows for either all staff or no staff to have the ability to change a lead source. How this feature works: Enable this feature for your cl
Client Guide for ABC DataTrak
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > CLIENT GUIDES Objective/Purpose The purpose of this document is to outline the requirements to integrate an ABC DataTrak club with the InTouch Connector. The intended audience is the administrator or manager
Client Guide for Clubware
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > CLIENT GUIDES InTouch and Clubware work together allowing you to pull data from InTouch into Clubware on demand and eliminating the need for double entry of data into Clubware. How does it work? Each time you
Client Guide for Jonas I4
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > CLIENT GUIDES Objective/Purpose The purpose of this document is to outline the requirements to integrate Jonas I4 with the InTouch Connector. The intended audience is the administrator or manager of the club
Client Guide for Motionsoft eClub
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > CLIENT GUIDES Objective/Purpose The purpose of this document is to outline the requirements to integrate a Motionsoft customer using eClub with the InTouch Connector. The intended audience is the administrato
Client Guide for Motionsoft Moso
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > CLIENT GUIDES Understanding Data Integration The InTouch/Moso integration currently allows for insert/update of prospects in InTouch. This simply means the integration is one-way only. Data entered or updated
Client Guide for Netpulse
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > CLIENT GUIDES How the integration with Netpulse works: This integration works in conjunction with our ABC DataTrak integration. 1. A member refers a new lead: - The referral is created in InTouch as soon
Client Guide for Paramount
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > CLIENT GUIDES Objective/Purpose The purpose of this document is to outline the requirements to integrate a Paramount customer with the InTouch Connector. The intended audience is the administrator or manager
Client Guide for Twin Oaks
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > CLIENT GUIDES Objective/Purpose The purpose of this document is to outline the requirements to integrate a Twin Oaks club with the InTouch Connector. The intended audience is the administrator or manager of t
Client Guide for VFP
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > CLIENT GUIDES Objective/Purpose The purpose of this document is to outline the requirements to integrate a VFP club with the InTouch Connector. The intended audience is the administrator or manager of the clu
Client Guides
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > CLIENT GUIDES This section contain guides that are specific to each integration partner. The purpose of each Client Guide is to outline the requirements to integrate that partner with the InTouch Connector. T
Common Questions and Issues
HOME SUBMIT A TICKET https://intouchtechnology.zendesk.com/hc/en-us/requests/new
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DDay X Text MessagesDay X Texts are automated texts that are sent based on a lead or member's lifecycle Create Day X Text Message followups to add to your current email and telephone follow-up schedule. For example, thank your lead that toured yesterday, but didn't join yet.
Developer Guide
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > DEVELOPER GUIDE The section contains the documents that together make up the "Connector Developer Guide". The audience for these documents are developers for integration partners The developer guide consis
Difference between a Sale and a Member
Simply put, a member is person and a sale is something they purchase. One member may have multiple sales over the years, or may have both membership and pt sales, but with one member record. Let me first explain the lead/member lifecycle. When you 'Make S
Drop-In Tours
HOME Drop-In Tours A Drop-In Tour is an existing lead (that’s never been to the club before) that comes in the club for a tour without an appointment. To mark that you have toured this person today: 1.Find the lead and click on their name 2.Under the sid
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EEmail Bounce-Backs/ReturnsCommon Reasons for Bounce-Backs or Returned Emails Sometimes when you do an email broadcast, you might receive a Bounce Back message indicating that the mail was not delivered. When this happens you will be sent a bounce back message which will have cer
Email Images
To add an image to an email... Find the email (or email template) and open the content editor (by selecting Edit next to the email or template under the Follow-Up tab) Select the "Insert/Edit Image" icon (the mountains with a sun) Icon.png This will open
Email Links
Add a webpage link to an email For example: Link your club logo to your website, or link the phrase "group classes" to your online class schedule Instructions First, open the email and add the content you wish to link. To link word or phrase: Type the w
Emails
EMAILS Emails email.example2.jpg
Event Types
Event Types An Event is a type of appointment, like a Club Tour, Orientation, PT Session, etc. Club Administrators have the ability to edit the names of certain appointments and also add additional appointment types. For example, if you use InTouch to boo
Expire a Member
If a member cancels their membership, you can mark them as Expired in your InTouch Follow-Up (and renew them if they join again). When expiring a member, staff are prompted to select a membership cancellation reason. Clubs have the ability to view, edit,
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FFinding Sent EmailsTo find a followup email that was sent to one of your leads or members first select the search option to find the person then review their history in the yellow sticky note section to find out which email was sent, then lastly go to the FollowUp tab and f
FollowUp Schedule
The FollowUp schedule determines all of the automated communication (call scheduling, emails and texts) for your club. By setting one Follow-Up cycle for all your staff, you ensure that each lead and member receives a consistent message from your club. To
Forgot Username or Password
If you've forgotten your username or password, use the Forgot Password feature or have your club administrator reset your user credentials for you. Forgot Username or Password Click on Forgot Password? https://app.intouchfollowup.com/intouch/reminder.php
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GGuest Card QuestionnaireHOME https://intouch.atlassian.net/wiki/display/INTKB/Customer+Knowledge+Base+Home > SET UP > BEST PRACTICES > GUEST CARD Guest.Card.Tab.png Best Practice Guest Card Questions Guest.Card.Questions.png The Guest Card is a list of questions sales staff use
Guest Log: Daily Log & Opportunities Added
HOME This section describes your Daily Log (Guest Register) and Opps (Opportunities) Added for each day. Daily Log The Daily Log is like your Guest Register. It shows... Who came in today What they came in for (Club Tour, Orientation, a Walk‐In, etc)
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HHomepageThe Home tab is your starting point when using InTouch. It provides a snapshot of: My Agenda: Appointments, calls and tasks scheduled for the day Incoming Leads to be Assigned from your Club’s Website, Facebook page, and inbound text messages My [Month] O
How can I delete a member?
Before you delete someone please remember that deleting a lead or sale is final and cannot be reversed! Their history is always kept in the “deleted” tab that can be located in the bottom right corner of the “Opportunities” page, but the action cannot be
How do I delete an appt from my calendar so I can schedule someone else in its place?
Appointments can be re-scheduled for a different date/time or cancelled, but not deleted. However, you can still book multiple appointments in one time slot. Try this: Go to the Calendar tab and change your view (top right) from All Appts to Open Appts. C
How do I delete What's Happening messages?
What's Happening records cannot be deleted (as the InTouch system keeps all histories for accurate records) However, you can always switch the view from All Messages to Unread Messages to keep the area cleaner. See the attached photo. WhatsHappening.jpg
How to Change a Lead Owner
Changing a Lead Owner is the same regardless of whether it's Membership Lead, PT Lead or a Sold Lead: First, find the lead record. There are two ways of doing this: Go to the Opportunities tab and look for your lead. Select Personal Training on the blue
How to Change a Sales Date (aka Join Date)
To manually change a member's sales date (or join date): First, find the sale. There are two ways of doing this: A: If you just made the sale, go to the Opportunities tab and click Sales o the blue bar. The most recent sale will be at the top. B: Find
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II can't find my leads!How to find all your leads Whether your club just did a lead import or your manager just assigned someone else's leads to you, there are a few things to remember in order to find all your leads. FIRST Go to the Opportunities Tab and make sure you are look
I can't log in
First.... Are you able to get to the InTouch Login screen at app.intouchfollowup.com http://app.intouchfollowup.com? Do you get an error message when you enter your username and password? Do you get a blue bar that says "loading", but it never finishes? A
Icon Legend
InTouch FollowUp Icons Icon Name Description st_appointment_42.png Open Appointment Any type of appointment (i.e.: Tour, Orientation, PT Session, etc) that has been scheduled, but not yet confirmed, checked-in, showed-up or cancelled. It's status is Open.
InTouch FollowUp Help Home
InTouch FollowUp Help Center This help page is for information on how to use InTouch FollowUp. For InTouch Drive, please visit the InTouch Drive Online Help Center https://intouchtechnology.zendesk.com/hc/en-us. InTouch FollowUp Help Home
InTouch FollowUp Setup Guide
INTOUCH FOLLOWUP SETUP GUIDE This guide is for admin and setup of InTouch FollowUp InTouch FollowUp Setup Guide
InTouch FollowUp Staff User Guide
INTOUCH FOLLOWUP STAFF USER GUIDE This guide is for day to day usage of InTouch FollowUp InTouch FollowUp Staff User Guide
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LLead SourcesLead sources represent your advertising campaigns. They should answer the question "How did you hear about us?". Where to Find and Customize Lead Sources Lead.Properties.jpg To Add or Edit Lead Source Go to Admin > Lead Properties > Lead Sources Go to t
Lead/Members Unsubscribe Options for Text, Email and Phone Calls
Unsubscribe Options for Text, Email and Phone Calls Some leads and members don’t want to (or can’t) receive text messages or your emails so they need a way to opt out of receiving them. There are now several ways leads and members can opt out of receiving
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MMake SaleThis section explains how to convert a lead to a sale using the Make Sale action. All new memberships will be added first as leads and then converted to members. Make Sale As soon as a lead joins, click Make Sale to change their status from a Lead to a
Managers Daily Checklist
There are five things a manager should do each day to ensure their club's success. All five can be completed in five minutes. Check your Homepage for Messages and Incoming Leads Check your Agenda Check your Staff's Agenda and Overdue Items Assign Incoming
MINDBODY Integration
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > MINDBODY ONLINE The integration between InTouch and MINDBODY Online works by connecting the InTouch message bus and sending updates to MINDBODY through their API. In other words, add (or update) a lead in InT
Mobile Reporting for InTouch FollowUp
HOME > USE > MOBILE REPORTS Mobile Reporting for InTouch FollowUp Contents How to Access Go to https://app.intouchfollowup.com https://app.intouchfollowup.com from your mobile device and enter your InTouch FollowUp username and password. Note: Mobile rep
My Appointments Are Not Showing At The Right Time
If your computer has the wrong time and date, your InTouch calendar may behave oddly. For example, If you book an appointment on a computer that has the wrong time or date, the appointment won't display correctly on other computers. It is it is important
My login page is solid blue
A solid blue screen on your desktop InTouch FollowUp application often indicates a Flash Player issue or a firewall issue. If your computer operates on Windows 8, here is some more information regarding Flash in Windows 8: http://helpx.adobe.com/flash-pla
My page is blank!
Internet Explorer Compatibility View This page is for anyone that uses Internet Explorer and has started experiencing issues with "blank" pages. For example: One user went to edit an Email in FollowUp and every email appeared blank One use went to add an
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NNightly Email ReportsHOME > USE > EMAIL Nightly Emailed Club Activity Report See how your club did yesterday before you even walk in the door! Get an update (via email) each morning with yesterdays highlights – how many leads came in, how many tours were completed, how many s
Not Getting Nightly Emailed Activity Reports
If you are not getting your Nightly Emailed Activity Reports, we suggest checking your spam folder, bulk folder or junk folder. If you find the nightly report email, then you will need to mark it as not spam. Usually this is done by selecting the email
Not Interested Leads
This section explains how to mark a lead as Not Interested to stop the automated call, email and text communication cycle. Mark a Lead as Not Interested When someone is not interested in joining, you mark this person as Not Interested. The lead’s informat
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OOverdue ItemsHOME Overdue Items Items that are not marked as completed or cancelled (or not rescheduled) from previous days will be listed in the red Overdue tab. This tab will only appear if past due items are present. Items will remain under this tab for 7 days and
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PPermissionsPermissions Permissions allow you to determine the level of access that various staff roles have to InTouch FollowUp functionality. InTouch is already set up with default permissions that fit 90% of all clubs, but each club is unique and you can customize
Phone Calls
HOME Phone Calls This section will describe how to make calls scheduled on your Agenda. Make a Phone Call EXAMPLE: From the Agenda Tab, make a phone call and add a note Move cursor over the Action button Click Make Call Move cursor over the next Action b
Preparing your club for Integration
HOME > SET UP > INTEGRATIONS & PARTNER PAGES > PREPARATION Preparing your InTouch site for Integration The InTouch Support team will enable the InTouch Connector for your club once you have completed the steps below. Please note that the steps below are f
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RReference Guides & User ManualsBelow is a directory of user guides and printable cheat sheets for FollowUp Reference Guides & User Manuals
Referral Leads Not Showing in Guest Log (Tour Now)
The referral lead was designed to gather lead names from members, especially at point of sale, and most often these leads were not physically at the club with the new member. To show they have been to the club (and to show them on your Guest Log), do the
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SSales Staff Cheat SheetLogin Link: app.intouchfollowup.com https://app.intouchfollowup.com My Username: __________________ My Password: __________________ HOW TO SEARCH Click in the Search bar on the left side of the screen above Quick Links Begin entering in a first na
Searching for a member
Search for a member: Search for the member by clicking and typing in the upper left hand search bar. When the search results appear, type the person's name. Click on the members tab to find the person. Click on the member name to bring up their contact ca
Smart Match: How it Works
Background The InTouch Connector sends leads entered in InTouch to a connected Club Management System (CMS) or billing system. These leads should then be converted to members in InTouch by clicking "Make Sale" in InTouch and then converted to a member in
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TTask QuestionWill the Send SMS or Send Email Task actually send something to my lead/member? No. Tasks are REMINDERS that you can put on your Agenda. The Send SMS and Send Email options don't actually send anything, they just remind you to send a personal text or em
Tasks
This page will explain how to create a task (or manual reminder) in InTouch and the options with that task. Create a task: Search for the member or lead you would like to create a task for by the upper left hand search bar. When the search results appear,
Telephone Inquiry Script
https://intouch.atlassian.net/wiki/display/INTKB/Customer+Knowledge+Base+HomeHOME https://intouch.atlassian.net/wiki/display/INTKB/Customer+Knowledge+Base+Home > SET UP > BEST PRACTICES > TI SCRIPT TI.Contact.Tab.png Telephone Inquiry Process Part One: Ca
Text Alerts for Appointments
How to edit Text Messages Alerts To customize your SMS Text Message Alerts: Select the Follow‐Up tab Select Text Alerts Select the text message alert you wish to customize and click edit. Modify the content of the text message as required. Be careful whe
Text In to Win Feature
Mobile Marketing Number Currently, this option is only available for clubs in Canada and the US. How it works: You want leads to text their first and last name to your club's SMS Number (see below). The text that they enter in the message will be added a
Text Message Permissions
Ability to Send Individual (1-to-1, Adhoc) Texts Go to Admin>Permissions (if you don't have the Permissions tab, your club administrator will need to make this change for you). Find the appropriate permission/role at club and click Edit Change Text Messag
Text Message Troubleshooting
Why Can't I Send a Text? Below are the most common reasons why you may not be able to send a text message: Text Features are not enabled for your club. Your staff role/permission does not have the ability to send certain types of Text Messages. See Text
Text Messages
TEXT MESSAGES Please note that text functionality varies by country. Text Messages iPhone2.jpg
Text Opt-In Features FAQ
How will InTouch help me collect text message opt-ins from new leads? In version 5.23.0 of InTouch FollowUp, whenever a new lead is added, we will attempt to obtain an electronic signature for text marketing consent by automatically sending them a text me
Training Webinars
HOME > LEARN > TRAINING WEBINARS Sales Training On-Demand Webinar for InTouch FollowUp If you have new staff that recently joined your health club or need a refresher on InTouch, watch our recorded sales training webinar. It focuses on typical sales usage
Trials
Membership Trials This section describes how to move a lead to a membership trial, or multi-day guest pass. The Trial group allows you to track this person differently than someone that toured, but has not tried out the club on a pass. The Trial group all
Troubleshooting Integration issues
HOME > SET UP > INTEGRATION & PARTNER PAGES > TROUBLESHOOT Data not transferring? Check out the most frequent issues below and how you can fix them. Step 1: Determine the problem In order to fix an issue, you need to know what that issue is. InTouch Fo
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UUnderstanding the Connector LogHOME > SET UP > INTEGRATIONS & PARTNER PAGES > CONNECTOR LOG Each InTouch FollowUp site will have an InTouch Connector Log that holds a record of leads being sent to and/or from your Club Management System. From this log you can see if a record was se
Unsubscribing or Opting-Out of Emails
We like to think that everyone wants to receive our emails, but that's not always true. Plus, many governments have laws regarding email blasts and opt-out options. This is why an Unsubscribe link is automatically inserted into each automated and broadcas
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VVideo TutorialsHOME > LEARN > VIDEOS How-To Videos Here you'll find some videos that will show you how to best use InTouch FollowUp The Manager's 5-in-5 Checklist 5 items every manager should check each day... all in under 5 minutes. Send a Text Blast (aka Broadcast)
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WWeb Leads Setup GuideHOME > SET UP > WEB LEADS The purpose of this document is to describe how to set up an HTML form on your club website so that leads can be sent directly into InTouch. Your web master should be able to incorporate the required form in less than 1 hour. Be
Why are my sold members showing up twice on my agenda?
Let's first explain the lead/member lifecycle. When you 'Make Sale' to convert a lead to a member, that new member can now follow up to 3 different followup paths: One path is called Referral Sales FollowUp and this would be assigned to you, the Lead Owne
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