The engagement view segments your clients automatically based on their booking history so you can spot retention problems early and run targeted outreach.
Engagement segmentation is gated behind the reengagementCampaigns feature flag. If you don't see the segments below, ask your account owner.
The four segments
Stillpoint categorizes each client into one of four engagement statuses:
- Active. Booked or attended an appointment recently.
- At Risk. Their booking pattern has slowed compared to history.
- Lapsed. Hasn't booked in a significant period but used to be active.
- Churned. No activity for an extended period; unlikely to return without outreach.
The exact day thresholds for each segment are configured in Re-engagement Settings and can be tuned to your practice's natural rhythm.
View the data
Open Engagement to see:
- A breakdown of clients by segment.
- Filters to drill into each segment.
- Last visit date and total visits per client.
- Bulk selection for campaign targeting.
What to do with it
- For At Risk clients, a friendly check-in often re-activates them before they fully lapse.
- For Lapsed clients, a clear re-engagement email with a booking link is most effective.
- For Churned clients, a personal touch (one-off email, phone call) usually beats automation.
Re-engagement campaigns automate this; see Re-engagement Settings.
Bulk actions
- Send campaign to a filtered group.
- Export the list for outreach in another tool.
- Mark inactive to remove a client from engagement tracking entirely.
Tips
- Focus your re-engagement effort on At Risk and Lapsed segments. They're the most likely to come back.
- Personalize emails with first name and last visit date. Generic outreach reads as automated.
- Review trends monthly to catch declines early.
