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Why aren't leads receiving emails or booking confirmations?

Resolving email delivery issues for CRM leads and prospects

Most Common Cause — Suppression List
The suppression list is the most common cause of leads not receiving emails. New leads and drop-ins are particularly susceptible as their email addresses may not have been used with Octiv before. See article: Why aren't members receiving emails from Octiv? for full suppression list resolution steps.

Leads Not Receiving the Booking Link
Leads receive a different booking link from active members. The lead booking link includes a leadToken parameter in the URL. Sending a member link to a lead will result in a booking error.

  • Lead link format: includes ?leadToken=XXXXX
  • Member link: does not include a leadToken

Retrieve the correct lead booking link from: Leads >> [Lead Name] >> Copy Booking Link

Never send a member booking link to a lead. Always use the lead-specific link from the Leads panel.

Converting a Lead to a Member — Assign a Programme
When a lead is converted to a full member, the system does not automatically assign a Programme. Without a Programme, the new member cannot see workouts in the app even though their account is active.

  1. After converting, navigate to the new member's profile.
  2. Select the Programme tab.
  3. Assign the appropriate programme.

Reminder: A Programme (workout content) is NOT the same as a Package (billing/sessions). Both must be assigned for a complete member setup.

Tracking the Sales Pipeline
Left hand menu >> Leads >> Manage

View leads by status, last contacted, next follow-up, and bookings. Change lead status to move them through the pipeline. Generate invoices for leads from this view.