Customise the signals used by Ghost Alert 👻

Ghost Alert helps your studio identify clients who may be drifting away, giving your team an opportunity to reach out before they leave.

By default, Ghost Alert watches six retention signals using Clovo’s recommended thresholds. You can customise which signals your studio uses and when each signal should trigger.

These settings apply across your studio and can be changed by staff with admin access.

Open the Ghost Alert settings

1. Log in to the dashboard
2. Open Operations.
3. Select Ghost Alerts.
4. Open the Customise tab.

You can customise signals while Ghost Alert is switched off. However, Clovo will not create or send Ghost Alerts until the feature is enabled under Settings → 👻 Ghost Alert.

Enable or disable a signal

Use the switch beside each signal to choose whether Ghost Alert should use it.

When a signal is switched off:

• It will no longer contribute to new Ghost Alerts or Ghost Scores after the next daily check.
• Its threshold settings are retained in case you switch it on again.
• Existing alerts created from that signal are not removed.

You can switch off every signal, although existing unactioned alerts will remain until your team actions or mutes them.

Available signals and default settings

Signal	What it watches	Default settings	Available range
Credits expiring	A client has unused credits on a pack that expires soon.	Expires within 7 days with at least 1 unused credit.	Days: 1–14. Credits: 1–100.
Nothing booked	A client has an active membership but too few upcoming bookings.	Fewer than 1 upcoming booking, meaning nothing is booked.	1–50 upcoming bookings.
Repeated no-shows	A client has missed several booked classes without checking in.	At least 3 missed classes during the previous 30 days.	Classes: 1–20. Look-back period: 7–30 days.
Repeated cancellations	A client has cancelled several recent bookings.	At least 3 cancellations during the previous 30 days.	Cancellations: 1–50. Look-back period: 7–30 days.
App inactivity	A client with an active membership or pack has not opened the app recently.	No app activity for 5 days.	1–30 days.
Retention signal	In-app behaviour suggests the client may be considering leaving.	At least 1 retention signal during the current 14-day signal window.	1–10 signals.

Ghost Alert does not profile staff members or clients during their first seven days with your studio. These safeguards cannot be changed from the Customise screen.

Adjusting a signal’s sensitivity

Each enabled signal has one or more whole-number settings. Adjusting these values changes how easily the signal triggers.

For example:

• Set Upcoming bookings required to 2 to identify active members with fewer than two upcoming bookings. This includes clients with zero or one booking.
• Set Missed classes required to 2 and the Look-back period to 14 to identify clients who missed at least two classes during the previous 14 days.
• Set Days before expiry to 14 and Unused credits required to 5 to focus on packs with at least five unused credits that expire within the next two weeks.
• Reduce Inactive days required to identify app inactivity sooner.
• Increase Retention signals required if you want Ghost Alert to wait for more evidence before raising that signal.

Lower required counts generally make a signal more sensitive. Longer look-back periods also make repeated behaviour more likely to qualify.

Save your changes

After configuring the signals:

1. Check that every numeric field contains a whole number within the displayed range.
2. Select Save changes.
3. Wait for the confirmation that the signals and thresholds were updated.

All numeric fields must contain valid values, including fields belonging to signals that are switched off.

Your changes are applied during the next daily Ghost Alert check, usually around 8:00 am AEST. Saving changes does not immediately create, remove or update alerts already shown on the Alerts tab.

Existing unactioned alerts remain available for your team to reach out, create a staff task or mute the alert.

Restore Clovo’s default settings

To undo your customisation, select Restore defaults.

This immediately:

• Re-enables all six signals.
• Restores every threshold to its default value.
• Saves the restored settings for your studio.

If you receive too many or too few alerts

If Ghost Alert is too sensitive, you can:

• Switch off signals that are not useful for your studio.
• Increase the number of required no-shows, cancellations or retention signals.
• Shorten the look-back period for repeated behaviour.
• Increase the number of inactive days.
• Increase the minimum number of unused credits to focus on larger remaining balances.

If Ghost Alert is missing clients you would like to see, make the opposite adjustments or restore the defaults and tune one signal at a time.

Signal customisation controls which client behaviours create alerts. The studio-wide Ghost Alert switch and each staff member’s notification preferences are managed separately.