PITWALLOSdocs

Reach: marketing to your customers

Reachis the built-in marketing suite. It bundles three things every venue eventually needs — a way to define who to talk to, a way to send them a message, and automations that fire without you doing anything.

Subscription required. Reach ships on every venue but stays in Disabled state until you turn on the Reach add-on from Settings → Billing. The included quota covers most single-location venues; overage sends stop cleanly when you hit the hard cap.

Segments

A segment is a saved query over your customer list, e.g. “anyone who's booked in the last 60 days but not the last 14.” The editor is a visual query builder — add rules for booking recency, session count, spend, laps recorded, whether they've opted in to email, and combine them with AND/OR.

  • Cached size.Segments show a cached “eligible / total” count so you don't have to guess how big the send will be. Eligible strips out anyone who's unsubscribed or bounced too many times.
  • Preview. Every segment editor has a Preview matches button that spot-checks the first 20 rows before you commit. Recommended before any campaign send.
  • Refreshed lazily. The eligible count re-computes on each campaign send. If you want a just-in-time refresh (e.g. after importing customers), click Refresh on the segment row.

Campaigns

A campaign is one send: pick a segment, compose an email, schedule or send now. Campaigns are one-shot — if you want something recurring, use an automation (below).

  1. Reach → Campaigns → New campaign.
  2. Pick the target segment. The composer shows the eligible count at the top so you know what you're committing to before hitting send.
  3. Compose the email. The block-based editor supports headings, body text, images, buttons, and dedicated Event card blocks (renders one of your events with cover image and CTA).
  4. Preview to your own inbox to sanity-check on mobile.
  5. Schedule for later or send now. Sends stream out at ~50/ second to stay well inside sender-reputation limits.

Campaigns can be paused mid-send if you spot a bug — remaining recipients are held and no double-sends happen.

Automations

Automations are the “set it and forget it” side of Reach. They watch your venue's activity and fire pre-built emails at exactly the right moment. Turn each one on from Reach → Automations.

  • Post-session review (30 min after) — nudges the customer to leave a rating and share their lap times. Best ROI of any automation because it fires while the memory of the drive is fresh.
  • Win-back at 30 / 60 / 90 days— if a customer hasn't booked in a while, sends a gentle “we miss you” with a discount code. Escalates at 30/60/90 days since last visit.

More automations are on the roadmap (birthday, first-timer follow-up, event reminders). Each automation is per-customer opt-out — the unsubscribe link on any Reach email pauses all future automations for that recipient too.

Quota & caps

The Reach subscription page shows your soft cap and hard cap in units per billing period:

  • Soft cap— you get warned as you approach it. Sends continue.
  • Hard cap— sends stop. Queued campaigns hold; automations no-op. The next billing period resets the counter automatically.

One email to one recipient is one unit. Failed deliveries (bounces, blocks) still count — that's how every email service provider bills, and matching their model keeps our per-unit price predictable.

Deliverability tips

  • Verify your sending domain. Reach sends from mail.pitwallos.com on your behalf by default; upgrading to your own domain (with SPF/DKIM/ DMARC configured) noticeably improves inbox placement for anything beyond transactional volume. Setup instructions on request.
  • Warm up new domains. If you flip on a custom sending domain, ramp up over 5-10 days rather than blasting your full list on day one.
  • Segment aggressively.A well-targeted send to 200 people beats a shotgun to 2,000 — better open rates keep future emails out of the promo tab.

Legal note

Reach only mails customers who have an active presence at your venue — whether that's a completed booking, a walk-in, or an event registration. Every message includes a one-click unsubscribe as required by DPDP / CAN-SPAM / GDPR. Unsubscribes are honoured immediately and cross-venue; a customer who unsubscribes from one venue doesn't get emails from any other PitwallOS venue without re-opting-in.