MagicAI Engage: Overview and setup

MagicAI Engage sends targeted messages to your members automatically, based on trigger rules you control. This article explains what Engage does, what needs to be in place before you start, how to enable it and create a configuration, how the working area is laid out, and how activation and studio scope work.

Contents

• What is MagicAI Engage
• Fast lane: from zero to your first outreach
• Prerequisites
• Enable Engage and create a configuration
• The Engage UI
• Activation and studio scope

What is MagicAI Engage

MagicAI Engage sends targeted messages to your members automatically, based on rules you control. It follows a four-step model: Signal, then Trigger, then Action, then Measurement.

• Signal. Every day, Engage reads fresh member metrics for the studio: churn risk bands, days since last visit, visit counts, visit trend, and contract dates. These metrics reflect the state of each member on the day the rules run. Incoming leads are a signal too, but they arrive as events, not as daily data.
• Trigger. A trigger rule decides who gets contacted. Each rule has a category, one or more conditions (who to target), one or more channels (how to reach them), an optional contract-type filter, and guard settings such as a cooldown. Rules run in priority order. Member triggers run on the daily schedule; lead triggers are event-based and fire immediately when a new lead comes in.
• Action. Members who match the rule and pass all messaging guards receive a message on the configured channels: WhatsApp, Email, SMS, or a push notification via the MySports App.
• Measurement. Every evaluated member gets a row in the execution log, whether they were messaged or skipped. With the A/B test enabled, a control group is held back so you can measure whether the outreach actually changes behavior: more visits, fewer cancellations.

Engage runs three kinds of triggers, one per audience. Members triggers are the nine default rules and run on the daily schedule. Leads triggers are event-driven and fire the moment a new lead comes in. Former Members triggers reach out to a member after they cancel (win-back). The lead and former-member triggers each run a single rule outside the daily batch and outside the A/B split. See also: Configure the New lead trigger in Engage.

Member rules run as a daily batch at the time you configure. Lead rules do not wait for the batch: a new lead triggers them the moment it is created. You can also run a rule manually or test it against a single member.

See also: Creating and editing trigger rules. See also: The churn risk signal.

Fast lane: from zero to your first outreach

The shortest path from zero to your first automated outreach:

1. Make sure MagicAI Engage is booked for your studio.
2. Enable MagicAI Engage: go to Settings / MagicAI / Engage and activate it for your facility.
3. Still in Settings, click Create configuration. Nine default trigger rules are created for you (all inactive).
4. Open MagicAI Engage from the main navigation. This is where all trigger configuration happens from now on.
5. Create message templates in the Templates tab for each channel you plan to use.
6. Open a trigger rule, review its conditions, and assign a template to at least one channel.
7. Click Preview to see how many members the rule matches, and adjust conditions if needed.
8. Set the rule to active and configure the daily schedule (time and timezone).
9. After the first run, check the Delivery tab to confirm messages went out as expected.

Prerequisites

What needs to be in place before you start:

• MagicAI Engage is booked for your studio.
• Communication consent (Newsletter category): Engage only contacts members who have the Newsletter communication category enabled. This single category gates every Engage channel, so a member who has opted out of Newsletter receives no Engage messages on any channel. Consent is managed in the communication privacy matrix (categories as rows, channels as columns). The studio-wide default is set under Settings / Studio / Privacy policy: open the Communication card and choose Edit privacy for communication. Each member can override it on the member profile under Management / Overview, in the Data protection card under Communication. In the matrix the Engage channels are the columns App (MySports App), WhatsApp, Email and Text message (SMS). Without Newsletter consent there is no churn risk band and no message.
• WhatsApp preference (auto-enabled on activation): activating MagicAI Engage automatically enables WhatsApp in the Newsletter row of the communication privacy matrix for all members, including existing ones, because WhatsApp messaging requires it. To exclude WhatsApp from Engage, uncheck the WhatsApp box in the Newsletter row, either studio-wide (Settings / Studio / Privacy policy, Communication card) or per member (member profile, Data protection card, Communication).
• Churn Prediction is activated separately. Churn Prediction is its own feature, with its own per-studio configuration and permission. Engage's churn-based triggers (Churn Risk and the new-joiner churn rules) only produce results once Churn Prediction is booked and activated for the studio. If the churn triggers stay empty, check that Churn Prediction is active for the facility. See also: The churn risk signal.
• Permissions and licensing. MagicAI Engage is an additional module. Once it is booked for your studio, the feature becomes available; you then decide who can work with it by granting the matching permissions to your employees’ roles. Configuring Engage needs the Configure MagicAI Engage permission, which you can grant at the usual levels (All, Create, Display, Edit, and Delete). The churn-based triggers additionally depend on Churn Prediction: setting it up needs the permission to configure Churn Prediction, and showing a member’s churn risk on their profile needs the permission to display churn risk.
• Channel prerequisites: WhatsApp requires the Meta connection used by MagicAI (see also: Setting up WhatsApp for Engage). Push notifications require the MySports App to be activated for the studio.

You work with Engage in two places. Keep them apart:

• Settings / MagicAI / Engage is the one-time setup: enable Engage for your facility and create or manage configurations.
• MagicAI Engage in the main navigation is the daily working area: trigger rules, templates, execution log, and impact analysis. Configuring the triggers themselves happens here, inside the trigger rules, not in Settings.

Enable Engage and create a configuration

Getting started with Engage is two steps, both under Settings / MagicAI / Engage. This is the one-time setup, done once per studio.

Step 1: Enable MagicAI Engage. Activate MagicAI Engage for your facility. Use the facility selector at the top right to control which facility you are enabling it for.

Settings / MagicAI / Engage: this is where you enable MagicAI Engage for your facility.

Step 2: Create a configuration. Click Create configuration. During this initial setup:

1. The studio is linked to a configuration (a new one, or an existing shared one for multi-studio organizations).
2. Nine default trigger rules are created automatically with sensible starting conditions. All of them start inactive; nothing is sent until you activate rules.

The configuration list shows the status of each configuration and how many facilities it is activated for. The default rules are seeded only once: if you edit a rule and later re-activate the studio or update the configuration, your edits are never overwritten.

Shared configurations: one Engage configuration can be shared by multiple studios. All studios attached to it run the same rules on the same schedule, and any edit takes effect for all of them immediately.

Not the same as configuring triggers: creating a configuration only sets up the container and seeds the defaults. Adjusting who gets targeted, on which channels, and when happens inside the trigger rules, in the Configuration tab of MagicAI Engage. See also: Creating and editing trigger rules.

The Engage UI

Four tabs cover the whole workflow.

In the Configuration tab, trigger rules are grouped by audience. Members rules are scheduled and run in the daily execution batch (heading: "Scheduled - runs in the daily execution batch"). Leads rules are event-driven and fire when a new lead comes in, with no scheduled run (heading: "Event-driven - fires when a new lead comes in (no scheduled run)"). Each rule row shows its position, active toggle, type (AI Model or Custom Rule), and channel chips, with arrows to change the priority order.

The Leads audience carries a New-Lead welcome trigger that fires when a new lead is created and reaches out once to welcome them. A separate Former Members audience carries a win-back trigger that reaches out to a member who has cancelled, once, at cancellation plus a configurable number of days (default 30), and only ever once per member. Both are event-driven rather than part of the daily batch, and both sit outside the A/B split.

The Configuration tab: trigger rules grouped by audience, each rule showing its type and channels.

Activation and studio scope

After the initial setup, there is no separate activate button. Studio scope works like this:

• Rule activation: the active toggle on each trigger rule. Only active rules run.
• Studio scope: switch between studios with the global studio switcher in the top bar. MagicAI Engage always shows the data and configuration for the currently selected studio.
• Initial activation: the first time you set up Engage for a studio, the system creates or joins a shared configuration and seeds the nine default rules.

Multi-studio organizations: if several studios share one configuration (typical for chains), editing a rule or the schedule takes effect for all attached studios immediately. There is no per-studio rule customization within a shared configuration; the only per-studio state is whether the studio is attached. If different studios need different rules, give each its own configuration.