Custom join message campaigns send a sequence of automated messages when a customer is added to a specific group. Unlike the simpler customer-to-Group template, custom join messages give you full control over the number of messages, the delay between each, and the content of every step — making them ideal for onboarding sequences, welcome series, and multi-touch follow-ups.
Key Features
Multi-Message Sequences
Define as many messages as you need, each with its own content and timing. Build a full onboarding journey — from welcome message to tips to check-in — all triggered by a single group assignment.
Customizable Delays
Set the exact delay between each message in the sequence. Send the first message immediately, the second after 2 days, the third after a week, or any interval that fits your workflow.
Group-Triggered Automation
The entire sequence fires automatically when a customer is added to the linked group. This works for manual additions, bulk imports, keyword opt-ins, or any other workflow that assigns a customer to a group.
Personalization
Use merge tags in every message in the sequence. Each message can reference the customer's name, custom fields, and other profile data.
How to Set Up a Custom Join Message Campaign
Step 1: Create or Choose the Target Group
Navigate to Contacts → Groups and create the group that will trigger this campaign (if it does not exist). Choose a name that reflects the audience — "New Members," "Onboarding," "Trial Users," etc.
Step 2: Create the Campaign
Go to Campaigns and click Create Campaign. Select Custom Join Message as the campaign type.
Step 3: Link to the Group
Select the group that triggers the message sequence. When any customer is added to this group, the campaign begins.
Step 4: Build the Message Sequence
Add each message in the sequence and set the delay between them:
| Message | Delay | Purpose |
|---|---|---|
| Message 1 | Immediate | Welcome and introduction |
| Message 2 | 2 days | Tips, resources, or next steps |
| Message 3 | 5 days | Engagement prompt or offer |
| Message 4 | 14 days | Check-in and feedback request |
Step 5: Write Each Message
Compose each message with personalization and a clear purpose. Each message should stand on its own — customers may not remember the previous message by the time the next one arrives.
Example sequence:
Message 1 (Immediate):
Welcome,
{first_name}! We're excited to have you. Over the next few days, we'll send you a few tips to help you get the most out of your membership.
Message 2 (Day 2):
Hey
{first_name}, quick tip: text EVENTS to get a list of upcoming events you can attend. You can also text HOURS anytime for our current hours of operation.
Message 3 (Day 5):
{first_name}, have you had a chance to visit yet? Reply and let us know how your experience has been — we'd love to hear from you.
Message 4 (Day 14):
Hi
{first_name}, it's been two weeks since you joined. As a thank you, enjoy 10% off your next visit — just show this text. See you soon!
Step 6: Activate
Review the group link, message sequence, delays, and content, then activate the campaign.
Real-World Examples
New customer Onboarding (businesses)
A businesses sets up a 4-message sequence for new customers:
- Day 0: Welcome and overview of text features (keywords, events)
- Day 3: Invitation to upcoming events with RSVP keyword
- Day 7: Tips for using the businesses's facilities and resources
- Day 14: Feedback request and customer referral incentive
Trial User Nurture (Service Business)
A service business creates a sequence for trial users:
- Day 0: "Welcome to your free trial! Here's how to get started."
- Day 3: "Have you tried [key feature]? Here's how: [link]"
- Day 7: "Your trial is halfway done. Reply with questions — we're here to help."
- Day 13: "Your trial ends tomorrow. Ready to continue? Reply YES to upgrade."
Event Attendee Follow-Up
After adding event attendees to an "Event Attendees" group:
- Day 0: "Thanks for attending! Here are the resources from today: [link]"
- Day 3: "Quick survey — how would you rate the event? Reply 1-5."
- Day 7: "Our next event is on [date]. Reply RSVP to save your spot."
Tips & Best Practices
- Space messages appropriately. Too many messages too quickly will feel spammy. Give customers at least 2 days between messages unless the sequence is time-sensitive.
- Make each message self-contained. customers may not remember the previous message, so each one should make sense on its own.
- Start with value, not asks. The first messages should welcome and inform. Save promotional offers and feedback requests for later in the sequence.
- Keep the sequence short. Three to five messages is the sweet spot for most onboarding sequences. Longer sequences see higher opt-out rates.
- Test the full sequence by adding a test customer to the group and verifying all messages deliver with correct timing and personalization.
- Monitor opt-outs. If you see a spike in STOP replies at a specific message in the sequence, revise that message's content or timing.
Common Questions
How is this different from customer-to-Group?
customer-to-Group is a simpler campaign that sends one message (with optional follow-ups) when a customer is added to a group. Custom Join Message gives you full control over a multi-message sequence with independent delays and content for each step.
Can I edit messages after the campaign is active?
Yes. You can update message content, add new messages, or adjust delays at any time. Changes apply to customers who have not yet received the updated message. customers already past that step in the sequence are not affected.
What happens if a customer is removed from the group mid-sequence?
The remaining messages in the sequence will not send. Removing the customer from the group stops the campaign for that customer.
Can I re-trigger the sequence for the same customer?
Typically, re-adding a customer to the group after removing them will re-start the sequence. Test this behavior to confirm it works as expected for your use case.