Leads: follow up every prospect, with AI messages
Leads is where every person who might join your gym is kept until they join — or until you know why they didn't. Walk-ins, people shown round, callers, Instagram and WhatsApp enquiries, referrals and guest passes all go into one pipeline: New → Contacted → Tour booked → Visited → Trial → Joined (or Lost, always with a reason).
The gyms that sell best reply to a new enquiry within five minutes and follow up several times over the first two weeks. Leads times every reply against your own target, reminds you who is due today, and — if you switch it on — has AI draft each follow-up message for you in the lead's own language.
What you'll do
Add leads and move them along the pipeline, see who is due a follow-up, turn the tours your camera saw into leads, and send AI-drafted messages through your gym's own Telegram, WhatsApp, SMS and email.
You'll need: the Sales permission — view (your own and unassigned leads), see all (everyone's leads and the team report) or manage (Sales settings). The owner always has all three.
Add a lead and work the pipeline
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Open the menu and tap Leads. The Pipeline tab lists everyone still being worked, newest first; filter by stage, search by name or phone, or show only Mine.
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Tap New lead. Enter the name and at least a phone or email, where they came from, what they are interested in, their language, and who looks after them. Tick Agreed to be contacted (calls and messages) only when they have said yes — nothing is ever sent without it.
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Contact them. On the lead, Call, WhatsApp, SMS, Email and Telegram open your phone's own app and log the contact, so your reply time is recorded.
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Move the lead on with Move to as things happen: book a tour (you pick the time), mark a visit or a trial. Mark joined links the member they became; Mark lost asks why (price, location, schedule, a competitor, not ready, no response, facilities, or your own reasons).
Follow-ups shows everyone due today and anyone overdue. Camera tours lists the times your turnstile camera saw a member of staff let visitors through — tap Add as a lead and type who it was, or Not a tour. Report shows each salesperson's leads, reply time against your target, tours, joins and conversion, why people did not join, and which sources bring members.
Set up AI messages (owner or manager)
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On Leads, tap the settings icon (top right) to open Sales settings.
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Under AI messages choose how they go out:
- Staff approve every message (recommended to start) — the AI writes a draft; nothing is sent until a member of staff approves it.
- AI sends by itself; staff see everything — drafts go out on their own, and every message sent shows on the lead.
- Off: staff write every message — no AI; staff can still send their own messages through the gym's channels.
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Set Answer when a lead writes back, your quiet hours (21:00–09:00 by default — nothing is sent by itself in between), the language for leads with none set, and What the AI should know or mention — this month's offer, the free trial, women-only hours.
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Under Channels, switch on the ones you use and check each is Connected:
- Telegram and WhatsApp use the gym's accounts from Social inbox. For WhatsApp, also pick an approved template for a first message after 24 hours (WhatsApp's own rule).
- SMS needs your gym's Twilio account SID, auth token and sender. They are saved but never shown again — leave a field empty to keep it.
- Email works straight away: it goes from Prism's address with your gym's name, and replies go to the address you enter.
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Tap Save.
Every day: approve, edit or discard
Every 5 minutes Prism checks for follow-ups that are due. For each lead who has agreed to be contacted, the AI writes the next message on the best channel that can reach them, in their language.
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Open Leads → To approve. The red number on the tab is how many are waiting.
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Read each draft. Then:
- Approve and send — it goes now.
- Edit — change the words, then approve and send.
- Discard — it is not sent, and that follow-up is not drafted again.
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When a lead writes back on Telegram or WhatsApp, their message appears on the lead and the AI drafts an answer (or sends it, in automatic mode).
On a lead you can also tap Draft with AI (pick a channel and add a note such as "mention the Saturday class") or Write a message to send your own words through the gym's channel.
Link a lead's Telegram
If your gym has a Telegram bot in Social inbox, open the lead and tap Telegram invite link, then Copy link and send it to them. When they tap Start, their chat is linked to the lead and Telegram becomes a channel for them.
Pause AI for one lead
On the lead, switch on Pause AI for this lead — for example while a salesperson is talking to them in person. Waiting drafts are removed and nothing is drafted until you switch it back.
What you should see
On a lead: a Messages section with the buttons and anything waiting, and every message in the history marked AI, Sent, Sent automatically, Approved by …, Not sent or They wrote. On Leads: the To approve tab with its count.
If something goes wrong
- "Nothing can reach this lead yet" — the lead has no phone or email for a connected channel. Add their details, connect a channel in Sales settings, or share the Telegram link.
- "This lead has not agreed to be contacted" — edit the lead and tick the agreement once they have said yes.
- "WhatsApp allows a free message only within 24 hours…" — they have not written to you in the last day. Choose an approved template in Sales settings, or use another channel.
- A message says Not sent — the reason is under it. Fix it and tap Try again.
- No drafts appear — check AI messages is not Off, the lead has agreed to be contacted, is not paused, and it is outside your quiet hours.
Still stuck? Email hello@prismgym.com — include your gym name, the device, and a photo of what you see.