# Origamy playbook spec v1. Reference: /playbooks/spec-format/ spec_version: 1 id: beauty.rebooking-and-reviews title: Thank-yous, rebooking nudges and win-back for salons sector: beauty source: kind: synthesized notes: >- No salon has built this with us yet. Modelled on the base patterns: a staff form matched by phone records each visit, a thank-you after the visit, daily segments on the last-visit date for rebooking nudges, and a call task for clients who have gone quiet. Nothing here needs an app or a developer. derived_from: base.win-back vocabulary: person: client people: clients group: team summary: >- Your staff log each visit on a short form. Three hours later the client gets a thank-you with your review link. When they are due back, they get a friendly nudge to rebook, and clients who haven't been for four months get a personal call from you. A monthly summary shows visits and who is slipping away. when_to_use: - You run a salon, barbershop, nail or lash studio, or spa and clients mostly rebook by messaging you. - Reviews on Google or Instagram bring you new clients, and you rarely ask for them. - You would like to know who hasn't been in for months, without going through your book. requires: data_in: - how: staff_form what: "The Log a visit form this playbook creates. Staff fill it after each client, in about ten seconds, matched to the client by phone." channels: - channel: sms for: Thank-you, review request and rebooking nudge needs: An SMS provider, or Origamy managed SMS after business verification (KYC). - channel: whatsapp for: The same two messages, if you switch WhatsApp on needs: A connected WhatsApp Business number, and the two templates approved by Meta. - channel: email for: The monthly summary to your team needs: Team members with an email address. events: - onboarding.submitted traits: - last_visit_at - last_service - lapsed_call parameters: - key: org_name ask: true question: What should messages call your salon or studio? label: Business name type: string example: Northwind Salon - key: services ask: true question: Which services should staff pick from when they log a visit? label: Services type: list default: [Haircut, Braids, Colour, Manicure, Facial] - key: review_url ask: true question: Where should happy clients leave a review? (your Google or Instagram link; leave empty to just say thank you) label: Review link type: url default: "" - key: booking_url ask: true question: Where do clients book? (a booking link; leave empty to ask them to reply or call) label: Booking link type: url default: "" - key: rebook_after_days ask: true question: How many days after a visit should clients get the rebooking nudge? help: Barbers might say 21, braids 50. label: Days until rebook type: days default: 42 - key: use_whatsapp ask: true question: Should these messages go by WhatsApp instead of SMS? help: Needs a connected WhatsApp Business number and Meta approval for two templates. label: Use WhatsApp type: boolean default: false - key: call_team label: Team that calls lapsed clients type: team_name default: Front desk - key: lapsed_after_days label: Days without a visit before a client counts as lapsed type: days default: 120 - key: thank_you_delay label: Thank-you after the visit is logged type: duration default: 3h - key: send_time label: Daily send time type: time default: "10:00" - key: monthly_report_cron label: When the monthly summary arrives type: cron default: "0 8 1 * *" - key: greeting_fallback label: Greeting when a first name is missing type: string default: there - key: default_country label: Default phone country on the form type: country_code default: "{{ workspace.country }}" - key: timezone label: Time zone type: timezone default: "{{ workspace.timezone }}" timings: - Thank-you {{ params.thank_you_delay }} after a visit is logged. A client gets the review link at most every two weeks. - Rebooking nudge every day at {{ params.send_time }} for clients whose last visit was more than {{ params.rebook_after_days }} days ago (and under four months). At most one nudge a month. - A call task for {{ params.call_team }} for clients whose last visit was over {{ params.lapsed_after_days }} days ago and under a year ago, due in 72 hours. At most one every six months. - A summary on the 1st of each month. customer_must: - "Publish the Log a visit form and bookmark it on the till or reception phone. Staff fill it after each client with the phone number the client uses with you. Clients who never get logged never get a message." - Add the people who make calls to the {{ params.call_team }} team (it can be just you), and anyone who should get the monthly summary. - Only log clients who are happy to be messaged. Ask at the chair, and keep a note somewhere visible. - "Connect an SMS provider or finish business verification. If you chose WhatsApp, connect your WhatsApp Business number and submit the two templates for Meta approval first. The WhatsApp thank-you is built around your review link, so give one." - Check the segment sizes, log a test visit with your own phone, then switch the follow-ups on. objects: - ref: team_calls kind: team about: Calls clients who have gone quiet. Can be one person. body: { name: "{{ params.call_team }}" } - ref: form_visit kind: form about: Staff form to log a visit. Saves the visit date and service on the client. body: name: Log a visit slug: log-visit description: Staff only. One entry per client visit, matched by the client's phone number. draft_state: version: 1 meta: { layout: classic, submit_label: Log visit, success_message: Logged. } pages: - id: p1 title: Log a visit description: Use the phone number the client uses with us. fields: - { id: f_phone, key: phone, type: phone, label: Client's phone, required: true, maps_to: { mode: mapped, slot: profile.phone }, config: { country_picker: true, default_country: "{{ params.default_country }}", verify: "off" } } - { id: f_first, key: first_name, type: short_text, label: Client's first name, required: false, maps_to: { mode: custom, key: first_name, trait: true } } - id: f_service key: service type: multiple_choice label: What did they have? required: true maps_to: { mode: custom, key: last_service, trait: true } options: - $each: params.services $value: { value: "{{ item }}", label: "{{ item }}" } - { id: f_stylist, key: stylist, type: short_text, label: Who looked after them? (optional), required: false, maps_to: { mode: custom, key: stylist } } - { id: f_date, key: visit_date, type: date, label: Visit date, required: true, maps_to: { mode: custom, key: last_visit_at, trait: true }, config: { default_today: true } } verification_settings: { required: false } - ref: seg_due_rebook kind: segment about: Last visit more than the rebooking gap ago, but within four months. body: name: Due to rebook description: Last visit between {{ params.rebook_after_days }} and 120 days ago. segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: last_visit_at, cond_operator: older_than, value: "{{ params.rebook_after_days }}d" } - { type: trait, trait_key: last_visit_at, cond_operator: within_last, value: 120d } - ref: seg_lapsed kind: segment about: Last visit over the lapsed limit ago, but within a year. body: name: Lapsed clients description: Last visit between {{ params.lapsed_after_days }} days and a year ago. segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: last_visit_at, cond_operator: older_than, value: "{{ params.lapsed_after_days }}d" } - { type: trait, trait_key: last_visit_at, cond_operator: within_last, value: 365d } - ref: tmpl_thanks_sms kind: template about: Thank-you after a visit, with a review link if you gave one. body: name: Thanks for visiting (SMS) channel: sms category: Feedback style: text status: active subject: "" metadata: {} variables: {} body: "Hi {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, thank you for visiting {{ params.org_name }} today.{% if \"{{ params.review_url }}\" != \"\" %} If you enjoyed it, a quick review helps a small business a lot: {{ params.review_url }}{% endif %} Reply STOP to opt out." - ref: tmpl_thanks_wa kind: template when: { param: use_whatsapp, equals: true } about: Thank-you on WhatsApp (needs Meta approval). The review link goes in the text. body: name: Thanks for visiting (WhatsApp) channel: whatsapp category: Feedback style: text status: active subject: "" provider_template_id: beauty_visit_thanks metadata: { whatsapp: { category: MARKETING, language: en, samples: { "1": there } } } variables: "1": "{{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}" body: "Hi {{1}}, thank you for visiting {{ params.org_name }} today. If you enjoyed it, a quick review helps a small business a lot: {{ params.review_url }}" - ref: tmpl_rebook_sms kind: template about: Friendly nudge to book the next visit. body: name: Time to rebook (SMS) channel: sms category: Marketing style: text status: active subject: "" metadata: {} variables: {} body: "Hi {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, it's been a while since your {{ traits.last_service | downcase }} at {{ params.org_name }}. Time for the next one?{% if \"{{ params.booking_url }}\" != \"\" %} Book here: {{ params.booking_url }}{% else %} Reply to book your slot.{% endif %} Already booked? Ignore this. Reply STOP to opt out." - ref: tmpl_rebook_wa kind: template when: { param: use_whatsapp, equals: true } about: Rebooking nudge on WhatsApp (needs Meta approval). body: name: Time to rebook (WhatsApp) channel: whatsapp category: Marketing style: text status: active subject: "" provider_template_id: beauty_time_to_rebook metadata: { whatsapp: { category: MARKETING, language: en, samples: { "1": there, "2": haircut } } } variables: "1": "{{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}" "2": "{{ traits.last_service | downcase }}" body: "Hi {{1}}, it's been a while since your {{2}} at {{ params.org_name }}. Time for the next one? Reply here to book your slot, or ignore this if you've already booked." - ref: wf_thanks kind: workflow about: Thank-you and review request after a visit is logged. body: name: "Visit: thank you and review" description: When a visit is logged, a thank-you with the review link. enabled: false trigger_type: event trigger_config: { event_name: onboarding.submitted, form_id: "{{ ref.form_visit.id }}" } steps: - { id: s1, type: delay, config: { duration: "{{ params.thank_you_delay }}" } } - { id: s2, type: action, when: { param: use_whatsapp, equals: false }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_thanks_sms.id }}" } } } } - { id: s3, type: action, when: { param: use_whatsapp, equals: true }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: whatsapp, template_id: "{{ ref.tmpl_thanks_wa.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 336 goal: {} exit_conditions: [] - ref: wf_rebook kind: workflow about: Daily run over "due to rebook"; one nudge a month. body: name: "Rebooking nudge" description: Every day, a nudge to clients who are due back. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_due_rebook.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.send_time }}", timezone: "{{ params.timezone }}" } steps: - { id: s1, type: action, when: { param: use_whatsapp, equals: false }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_rebook_sms.id }}" } } } } - { id: s2, type: action, when: { param: use_whatsapp, equals: true }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: whatsapp, template_id: "{{ ref.tmpl_rebook_wa.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 720 goal: {} exit_conditions: [] - ref: wf_lapsed kind: workflow about: Daily run over "lapsed clients"; one personal call task every six months. body: name: "Lapsed clients: personal call" description: Every day, a call task for clients who haven't been in for months. The outcome is saved on the client. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_lapsed.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.send_time }}", timezone: "{{ params.timezone }}" } steps: - id: s1 type: human_task config: human_task: title: "Say hello: {{ traits.first_name | default: \"a lapsed client\" }}" instructions: |- {{ traits.first_name | default: "This client" }} ({{ traits.phone }}) last came in on {{ traits.last_visit_at | date: "%-d %b %Y" }} for {{ traits.last_service | downcase }}. Call or message to say hello, ask how they have been and offer a time. Keep it friendly, not pushy. Note anything they tell you. assignee_refs: [{ type: team, id: "{{ ref.team_calls.id }}" }] strategy: round_robin completion_policy: first_response_wins outcome_options: - { id: rebooking, label: Rebooking, intent: positive } - { id: not_now, label: Not now, intent: neutral } - { id: not_reached, label: Could not reach, intent: negative } due_hours: 72 wait: true wait_timeout_hours: 168 notify: immediate - { id: s2, type: action, config: { action_type: set_trait, traits: { lapsed_call: "{{ properties.task_outcome | default: \"unknown\" }}" } } } re_entry_policy: cooldown re_entry_cooldown_hours: 4320 goal: {} exit_conditions: [] - ref: q_visits kind: saved_question about: How many visits were logged (used by the monthly summary). body: name: "Report: visits logged" data_plane_id: default viz_type: number viz_settings: {} visibility: workspace query_ast: table: events filters: operator: and conditions: - { field: event_name, op: eq, value: onboarding.submitted } - { field: properties.form_id, op: eq, value: "{{ ref.form_visit.id }}" } aggregations: [{ fn: count, alias: visits }] - ref: report_monthly kind: report about: Last month's visits, and how many clients are due back or lapsed, sent to your team. body: name: "Monthly: visits and lapsed clients" description: Visits logged last month and where clients stand now. schedule_cron: "{{ params.monthly_report_cron }}" timezone: "{{ params.timezone }}" enabled: false spec: period: previous_month compare: previous_period week_start: monday sections: - { id: m_visits, kind: saved_question, title: Visits logged, viz: number, params: { question_id: "{{ ref.q_visits.id }}" } } - id: m_clients kind: segment_sizes title: Clients due back and lapsed params: segment_ids: ["{{ ref.seg_due_rebook.id }}", "{{ ref.seg_lapsed.id }}"] - { id: m_tasks, kind: tasks_summary, title: Calls to lapsed clients, params: {} } recipients: [{ type: team, id: "{{ ref.team_calls.id }}" }] channel_policy: { mode: email_only } eval: name: 78_beauty_rebooking_and_reviews mode: task vertical: "" prompt: >- We're a barbershop. After each visit my staff will log the client on a short form with their phone, the service and the date. Three hours later text the client a thank-you with our Google review link. If they haven't been back in 4 weeks, text them to rebook. If it's been over 4 months, give me a task to call them. Send me a monthly summary. expect_artifacts: [form, segment, workflow, message_template, report] forbid_terms: [discount]