Membership Freeze / Cancel Bot Template

The conversation, step by step

These are the messages and questions in the template as it comes. Words in brackets are filled in from your business details or from the visitor's earlier answers. A visitor sees only the steps that match the buttons they choose, and you can change any wording, add steps or remove them in the flow builder.

1. I can help with your membership! What would you like to do?
   • Freeze/Pause Membership
   • Cancel Membership
   • Upgrade/Downgrade Plan
2. You can freeze your membership and keep your rate locked. A team member will process your freeze request shortly.
3. We're sorry to see you go! Before you cancel, can you tell us why?
   • Moving away
   • Financial reasons
   • Not using it enough
   • Found another gym
   • Other
4. We understand. Would any of these options work for you? Freeze for $[Freeze Fee ($/mo)]/month - Keep your rate locked Downgrade to Basic - $[Basic Downgrade Price ($/mo)]/month Special offer - [Retention Discount Offer]
   • Freeze My Membership
   • Downgrade Plan
   • Accept Special Offer
   • Still want to cancel
5. I can help you change your plan. A membership advisor will review options with you.
6. We understand. A team member will process your request and follow up with you.
7. Please confirm your name on file: The visitor types a reply.
8. And the email associated with your membership? The visitor types an email address.
9. The visitor is saved as a lead, tagged:
   • membership_change_request
10. Thanks, [visitor's name]. Our membership team will follow up within 1 business day. We appreciate you being a member of [Gym Name].

What you get with each lead

Every lead this template collects appears in your Alma leads inbox with the answers the visitor gave and these tags, so you can sort and follow up: membership_change_request. Alma emails you when a new lead arrives. On the Growth plan and up you can also send leads to other software through Zapier, and the Agency plan adds webhooks.

Questions your flow does not cover

A template answers the paths it was built for. To answer other questions in the visitor's own words, add AI answering for $25 a month: it replies from business information you provide as text, which the Alma team loads into your bot. The article on how a knowledge base chatbot works explains what to write.

For more on using a chatbot in this kind of business, see our page on chatbots for fitness and wellness.

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