> ## Documentation Index > Fetch the complete documentation index at: https://www.spacebring.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Automate onboarding and follow-ups > Set up agents that welcome members and leads, give free trial days, send onboarding documents and booking and renewal reminders, and follow up visits, events, and support tickets with review requests, feedback, and satisfaction surveys Some emails matter most at one moment of a customer's journey: a welcome when they join, your house rules once they sign, a review request right after their visit. An agent sends each email at that moment and writes it for that customer from your Spacebring data, so nobody on your team has to remember it. ![Agent form for a welcome email with the Subscription purchased trigger and one location selected on Spacebring's coworking space management platform](https://mintcdn.com/spacebring/zfD5SUjysPBlIjo9/images/guides-automate-onboarding-and-follow-ups-1.png?fit=max\&auto=format\&n=zfD5SUjysPBlIjo9\&q=85\&s=f6342bc7a2771608459d1e981c517ab9) In each email, an agent can: * Choose who gets it, such as nonmembers only, or only customers after their first booking. * Personalize it with the customer's name, plan, location, booking, contract, or ticket. * Add practical details from your location and its guides, such as the address, opening hours, or house rules, with links to them in the member portal. * Link your Google review page or a survey form. * Add a welcome gift, such as bonus credits or a free trial day. * Alert your team when something needs a person, such as a special setup for a room booking. * Write in the customer's language. This guide has examples of [onboarding emails](#onboard-new-customers) and of [follow-ups](#follow-up-with-customers) around bookings, visits, events, support tickets, and subscriptions. Paste their instructions into the agent and change them as you like. ## Set up an email agent 1. [Create an agent](/docs/ai-agents/agents.md#create-an-agent) and select the trigger the example shows above its instructions: * An event, such as Contract signed, to email each customer right after it happens. The agent runs once for each customer. * **Schedule**, shown with its time, such as Daily at 09:00, to email customers a set time later, such as three weeks into their subscription. 2. Turn off **All locations** and select one location in **Locations**. * Each example below works for one location. For another location, create another agent. 3. For **Schedule**, set **Repeat**, **Time**, and **Timezone** as the example shows. ![Agent schedule set to run daily at 9:00 AM on Spacebring's coworking space management platform](https://mintcdn.com/spacebring/zfD5SUjysPBlIjo9/images/guides-automate-onboarding-and-follow-ups-set-up-an-email-agent.png?fit=max\&auto=format\&n=zfD5SUjysPBlIjo9\&q=85\&s=79b586aae71527f7a1ee3db84b0f2973) 4. In **Instructions**, paste [your email's description](#describe-the-email-you-need), or one of the examples below. 5. Leave **Permissions** off unless the example shows one, such as Customers permission. Looking up data and sending emails need none. 6. Turn on **Enabled** and click **Create**. > [!NOTE] > > An agent sees each item only as it is now. On an update trigger, such as **Booking updated**, it can't tell what changed, so it would write again after every change. Prefer the trigger for when the item is created, such as **Booking created**. ### Describe the email you need Write the instructions the way you would brief a colleague who writes to customers for you. Say: * Who gets the email and when to do nothing, such as "If an administrator made the booking, do nothing." * For a scheduled email, whom to find, such as "the subscriptions that started exactly 21 days ago". * How the agent can tell it already wrote to the customer, such as "If you sent this customer a review request in the last 3 months, do nothing." An agent doesn't remember its earlier runs. * What the email says, such as "thank them, name their plan, and list what they need on their first day". * Where to take the details from, such as "the location's guides". * The links to add, such as your Google review page. To collect answers, link a form, such as Google Forms or Typeform. * The tone and length, such as "short and friendly, at most five sentences", and "Write in the customer's language." ![Agent instructions for a welcome email with first-day details for each plan on Spacebring's coworking space management platform](https://mintcdn.com/spacebring/zfD5SUjysPBlIjo9/images/guides-automate-onboarding-and-follow-ups-describe-the-email-you-need.png?fit=max\&auto=format\&n=zfD5SUjysPBlIjo9\&q=85\&s=a4297790849f3eff705ee061d72fe676) ### Choose who gets the email The agent emails the customer the trigger is about, such as the booker or the contract's customer, at the email address on their profile. To also alert someone on your team, name them in the instructions with their email, such as `Then email Tom Brown (tom@example.com) the setup they asked for.` > [!WARNING] > > The agent emails only customers of its locations and administrators of your network. To alert anyone else, [invite them as an administrator](/docs/administration/administrators.md#invite-an-administrator) or [as a member](/docs/customer-management/users/members.md#invite-a-member) with their email first. To reach people outside Spacebring, [connect other apps](/docs/ai-agents/agents.md#connect-other-apps) to the agent: * An email app, such as Gmail, to email visitors and other people who aren't customers. These emails go out from the account you connect. * A team chat, such as Slack, to post alerts in your team's channel. * A CRM, such as HubSpot, to add new registrants as contacts. An example that uses a connected app shows it above its instructions, such as Gmail connected. The emails the agent sends from Spacebring go out under your network's name and branding. They show headings, lists, and links, and hold up to 5,000 characters. ## Onboard new customers These emails help a new customer settle in: they welcome them, share what they need before their first day, and keep their paperwork moving. ### Welcome new members The emails Spacebring sends a new member are the same for every plan, so members may skip the details that matter to them. You may want to send each new member a welcome that fits them, such as: * A welcome as soon as someone buys a plan * First-day details for their location, such as the address, opening hours, Wi-Fi, and how to get in * Different details for each plan, such as move-in details for a dedicated desk plan * Bonus credits on their first plan, to try your meeting rooms * A welcome for members who join through their company Subscription purchased ```text title="Instructions" wrap theme={null} A member purchased a subscription. Look up the customer, their plan, and the location of the plan. If the customer already had an active subscription before this one, do nothing. Otherwise, send them one short, friendly welcome email. Greet them by name, and name their plan and location. Add the practical details for their first day from the location's guides, such as the address, opening hours, Wi-Fi, and how to get in, and link the guides you used. For a dedicated desk plan, also give their move-in details from the guide "Dedicated desks", and link the guide "House rules". For a hot desk plan, explain how to book a desk in the member portal. Write in the customer's language. ``` > [!NOTE] > > **Subscription purchased** runs only when a customer buys a plan themselves. To also welcome members whose subscription you create, select **Subscription started** instead. It runs when any subscription begins, on its start date. To add welcome credits, turn on the **Customers** permission and add: `If this is the customer's first subscription, add 2 credits that expire in 30 days, and mention them in the email.` Credits must be [turned on](/docs/billing/credits-and-day-passes/credits.md#set-up-credits) in the location. Members who join through their company's subscription don't buy a plan themselves. To welcome them, create a second agent with the **Customer created** trigger, and start its instructions with: `A customer was created. If the customer isn't a member of a company, do nothing.` ### Send onboarding documents after a contract is signed Once a customer signs their contract, you may want to thank them and share the documents they need before they move in, such as: * A thank-you with the contract's start date and what happens next * Your house rules, operations manual, or onboarding guide * Access details for their first day Contract signed ```text title="Instructions" wrap theme={null} A customer signed a contract. Look up the contract, the customer, and the location's guides. Send the customer a short email. Thank them for signing, and give the contract's title and start date. Then link the location's guides "House rules" and "Operations manual" in the member portal, and say that they explain everything the customer needs before their first day. Do not attach or quote the contract text. Write in the customer's language. ``` > [!NOTE] > > An agent can't attach files, so add each document as a [guide](/docs/support/guides.md) with **Public** [visibility](/docs/location/visibility.md), or share it from a drive, such as Google Drive. Name the guide or paste the link in the instructions. ### Remind customers to sign their contract A customer may leave a contract unsigned for days, or say they never got it, while you wait to start their subscription. You may want to send: * A reminder a few days after you issue the contract * A second reminder a week after * Where to find the signature request, in case it went to spam Daily at 09:00 ```text title="Instructions" wrap theme={null} Find the contracts in the Issued status that were issued exactly 3 or 7 days ago. Email each contract's customer a short, friendly reminder. Name the contract, say that the signature request came by email with an Open contract button, and ask them to check their spam folder if they can't find it. Write in the customer's language. ``` > [!NOTE] > > An agent can't send the signature request again. When a customer can't find it, [resend the contract for eSignature](/docs/billing/contracts/signatures.md#resend-a-contract-for-esignature) yourself. ### Track onboarding that stalls A new customer's onboarding may stall without anyone noticing: a contract waits for a signature, the first invoice stays unpaid, or a question goes unanswered. You may want a regular list of: * Contracts still waiting for a signature, and whether the signature request email was delivered * New customers' unpaid invoices * New customers' open support tickets Daily at 09:00 ```text title="Instructions" wrap theme={null} Find the customers whose subscription started in the last 30 days, and the customers with a contract in the Issued status. For each of them, list what's still open: - A contract in the Issued status, with its issue date and whether the signature request email was delivered. - An unpaid invoice, with its amount and due date. - A support ticket in the New or In progress status, with its title. Email the list to Anna Smith (anna@example.com). If nothing is open, send nothing. ``` ### Welcome new registrants Someone may register in your member portal to look around, then never hear from you and never come back. You may want to send each new registrant: * Your plans and prices, with a link to sign up * A link to book a tour * A promo code for a [free trial day](/docs/guides/organize-trial-days.md) * A follow-up a week later, if they haven't bought a plan **Welcome email** Customer created ```text title="Instructions" wrap theme={null} A new customer registered. If the customer is a company or a member, do nothing. Otherwise, send them a short welcome email. Thank them for their interest, list your plans with their prices, and link the plans page in the member portal. Invite them to book a tour at https://calendly.com/green-lounge/tour. Write in the customer's language. ``` To also add each new registrant to your CRM, connect it to the first agent and add: `Then create a contact for them in HubSpot.` **Follow-up after 7 days** Daily at 10:00 ```text title="Instructions" wrap theme={null} Find the nonmembers who registered exactly 7 days ago and have no active subscription. Email each of them a short follow-up. Ask whether they have any questions, suggest the plan that suits them best from your plans, and invite them to book a tour at https://calendly.com/green-lounge/tour. Write in the customer's language. ``` ### Give free trial days and meeting room hours A new registrant may want to try your space before they buy a plan, and a guest at a hot desk may need a meeting room for an hour or two. You may want to give them: * A free trial day at a desk for each new registrant, with no promo code to enter * Credits for anyone who registers and isn't a member yet * Free meeting room hours for everyone who books a full day at a hot desk **Trial day for registrants** Customer createdCustomers permission ```text title="Instructions" wrap theme={null} A new customer registered. If the customer is a company or a member, do nothing. Otherwise, invite them as a member, and add 1 day pass that expires in 14 days. Then email them a short welcome. Say that their free trial day is ready, explain how to book a desk with their day pass in the member portal, and link the desks page. Write in the customer's language. ``` Day passes must be [turned on](/docs/billing/credits-and-day-passes/day-passes.md#set-up-day-passes) in the location and in the desks' pricing. To give credits instead, replace the day pass with `add 4 credits that expire in 14 days`, and say what they can book with them. If you also welcome new registrants, add your plans and tour link to this email, so they get one email, not two. **Room hours for hot desk guests** Booking paidCustomers permission ```text title="Instructions" wrap theme={null} A booking was paid. Look up the booking. If the booking isn't for a hot desk, or is shorter than 6 hours, do nothing. If the booker is a nonmember, invite them as a member first. Then add the booker 4 credits that expire at the end of the booking's day, enough for 2 hours in a meeting room. Email the booker that they can book 2 free hours in a meeting room on the day of their booking with these credits, and link the rooms page in the member portal. Write in the booker's language. ``` > [!NOTE] > > Credits must be [turned on](/docs/billing/credits-and-day-passes/credits.md#set-up-credits) in the location and in the meeting rooms' pricing. > [!NOTE] > > Only [members can pay](/docs/customer-management/users/members.md#what-a-member-can-do) with credits and day passes, so the agent first invites a nonmember as a member of the location. They get your member invitation email, see what you show only to members, and stay members until you [move them to nonmembers](/docs/customer-management/users/members.md#move-a-member-to-nonmembers). ## Follow up with customers These emails keep in touch with customers before and after their bookings, visits, and events, and as their membership goes on. ### Remind customers before their booking A customer may forget a booking they made weeks ahead, and in a large building, their invitees may not find the meeting room. You may want to send: * A reminder a week before the booking * How to find the room, to the booker and their invitees who are members * Parking or access details for one room * A confirmation with your own text when you book for a customer Daily at 09:00 ```text title="Instructions" wrap theme={null} Find the room bookings that start 7 days from today. Email the booker and each invitee who is a member a short reminder: the room, the date and time, and how to find the room, from the location's guide "Find your way". Write in each person's language. ``` ### Prepare the room for a booking A customer may ask for a special setup in their booking's memo, such as catering or a projector, and your facilities team may learn about it too late. You may want to send your team: * The setup a customer asked for, with the room, date, and time * Every booking of your event space, so the team can prepare it Booking created ```text title="Instructions" wrap theme={null} A booking was created. Look up the booking and its room. If the booking's memo doesn't ask for a special setup, such as catering, a projector, or a different table layout, do nothing. Otherwise, email Tom Brown (tom@example.com) the room, the date and time, the booker, and the setup they asked for. ``` To keep each setup request on your **Support** page instead, turn on the **Support** permission, and replace the email sentence with: `Otherwise, open a support ticket with the room, the date and time, the booker, and the setup they asked for.` ### Follow up after a visit Right after a visit, a customer is most likely to leave a review, tell you what was hard to figure out, or come back as a member. A review request sent with the booking confirmation is easy to forget. You may want to send: * A Google review request once a customer's booking ends, for some rooms only and at most once every few months * A question after a customer's first check-in, about anything they had to figure out on their own * A thank-you to a guest after their day at a hot desk, with an offer to become a member * A thank-you to visitors, from your own email app Set up each of them as its own agent. **Review request** Booking ended ```text title="Instructions" wrap theme={null} A booking ended. Look up the booking and its room. If the room isn't Boardroom or Event Hall, do nothing. If an administrator made the booking, or the customer belongs to the company "Green Lounge Team", do nothing. If you sent this customer a review request in the last 3 months, do nothing. Otherwise, send the customer a short thank-you email for their visit, and ask them to leave a review on Google: https://g.page/r/your-review-link. Use the subject "How was your visit?". Write in the customer's language. ``` To ask only after a customer's first booking, replace the 3-month rule with: `If the customer had an earlier booking, do nothing.` **First check-in question** Checked in ```text title="Instructions" wrap theme={null} A customer checked in. If the check-in is for an event or a visit, do nothing. If the customer checked in before, do nothing. Otherwise, send them a short, friendly email. Welcome them, and ask them to tell us anything they had to figure out on their own during their visit, in this form: https://forms.gle/your-form. Write in the customer's language. ``` **Offer to hot desk guests** Booking ended ```text title="Instructions" wrap theme={null} A booking ended. Look up the booking. If the booking isn't for a hot desk, or the customer has an active subscription, do nothing. Otherwise, send the customer a short email. Thank them for working with us today, and suggest the plans that suit someone who comes regularly, with their prices. Link the plans page in the member portal, and offer the promo code WELCOME10 for 10% off their first month. Write in the customer's language. ``` **Thank-you to visitors** Daily at 18:00Gmail connected ```text title="Instructions" wrap theme={null} Find today's visits whose visitor checked in. Leave out visitors who are customers. From Gmail, email each visitor a short thank-you for visiting us today, and invite them to try a day at one of our desks, with a link to the desks page in the member portal. ``` > [!NOTE] > > Visitors aren't customers, so the agent can't email them from Spacebring. [Connect your email app](/docs/ai-agents/agents.md#connect-other-apps) to the agent first. ### Follow up after an event After an event, you may thank attendees and ask for their feedback by hand, such as by exporting the attendee list into a newsletter tool. You may want to send: * A thank-you to everyone who came, with a feedback question * A link to the photos or slides from the event * The next upcoming event, with a link to join Daily at 10:00 ```text title="Instructions" wrap theme={null} Find the events that ended yesterday. Email each attendee with an active ticket a short thank-you for coming. Ask what they liked and what we could do better, in this form: https://forms.gle/your-form. If there's an upcoming event, link the next one. Write in each person's language. ``` To thank only the attendees who came, add: `Email only the attendees who checked in.` ### Check in after the first weeks After a few weeks, a new member knows your space well enough to tell you what's missing, but may not say it unless you ask. You may want to send: * A "Did you find everything you need?" question three weeks after they join * A reminder of what their plan includes, such as meeting room credits Daily at 10:00 ```text title="Instructions" wrap theme={null} Find the active subscriptions that started exactly 21 days ago. Leave out customers who had an earlier subscription. Message each customer in chats. For a company, message its managers. Ask whether they found everything they need, and whether anything would make their work here easier. Link this form for their answer: https://forms.gle/your-form. Write in each person's language. ``` > [!NOTE] > > The message comes from the agent, under its name and photo, in the member's [chats](/docs/engagement/chats.md). Members see it only while **Chats** is turned on in **Network settings** > **Chats**. ### Send a satisfaction survey after a support ticket Checking every repair yourself takes time, especially in another location, and a customer may not say that the problem is still there. You may want to send: * A survey a few hours after a ticket is solved, with a score from 1 to 5 and a comment * A survey for some ticket types only, such as cleaning or repairs * A thank-you with a summary of what was done Daily at 17:00 ```text title="Instructions" wrap theme={null} Find the support tickets that were set to Solved today. Email each ticket's customer a short message. Name their request, and ask how satisfied they are with how it was solved, on a scale from 1 to 5, and whether anything still needs to be done. Link this form for their answer: https://forms.gle/your-form. Write in the customer's language. ``` To send the survey right after a ticket is solved instead, select the **Support ticket status updated** trigger, and start the instructions with: `If the ticket's status isn't Solved, do nothing.` ### Remind customers before their subscription ends A member may not notice that their subscription ends soon, while you need time to arrange a renewal or a new contract. You may want: * A reminder to the member two months before their subscription ends, with how to renew * A last reminder three days before, with the plans they can continue on * A list for you of what ends soon, as a [renewals report](/docs/guides/send-automatic-reports-and-digests.md#prepare-for-renewals) * An offer to stay, such as [credits or a discount](/docs/guides/offboard-members.md#offer-last-minute-retention-incentives) Daily at 09:00 ```text title="Instructions" wrap theme={null} Find the active subscriptions that end exactly 60 days from today. Email each customer a short, friendly reminder. Name their plan and its end date, and say that we'd be glad to have them stay. To renew, ask them to contact Anna Smith (anna@example.com), and link the plans page in the member portal. Write in the customer's language. ``` For the last reminder, create a second agent with the **Subscription ending soon** trigger. It runs three days before a subscription's end date. For a signed contract, Spacebring already emails the customer's signatory a month before its end date. ## Best practices * Test a new agent on yourself first. Add a line such as `Email only Anna Smith (anna@example.com). For anyone else, reply with the email you would send.`, cause the trigger, and read the [runs](/docs/ai-agents/agents.md#review-runs). Remove the line once the emails look right. * Make sure two agents don't email a customer for the same booking. For example, when one agent thanks guests after a day at a hot desk, keep hot desks out of the review request. * Give each email a fixed subject, such as `Use the subject "How was your visit?".` It lets an agent check whether it already sent the email, and lets you find it when you ask Agent who got it. * Ask for one thing per email, such as one question or one review. A short email gets more answers. * Before you turn on an agent, make sure the features its example uses are on, such as Chats or credits. A change the agent can't make appears in its run with the error, while the run itself shows **Completed**. ## FAQs > **Why didn't a customer get the email?** > > Open the agent on the **Network settings** > **AI & Agents** page and check its [runs](/docs/ai-agents/agents.md#review-runs): > > * **Completed** — open the run to see every email it sent, with the subject and the address it went to. If it sent none, its reply says why, such as a rule in your instructions or a feature that is turned off in the location. > * **Failed** — the run shows the error. > * **Skipped** — your network's balance ran out. Runs resume once it's topped up. > > To check whether an email reached the customer, ask [Agent](/docs/ai-agents/ask.md), for example: "Which emails did we send to [anna@example.com](mailto:anna@example.com) this week, and were they delivered?" This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.