Blog.

The problem we’re solving

Members have increasingly reported frustration when receiving confirmation emails shortly before class time. These late notifications don’t give them enough time to arrive, prepare, or rearrange plans. This has led to:

•  Missed classes
• Decreased member satisfaction
• Administrative overhead for staff

The Key question: How can we prevent waitlisted members from receiving last-minute confirmation emails?

The challenge with the current process

• Waitlisted members are currently moved up automatically by the system as spots become available
• All waitlisted members are eligible to enter a journey and receive an email—regardless of the class start time
• Some members receive emails less than 1 hour before the class starts

This creates stress, confusion, and operational inefficiencies.

What a better communication approach looks like

What if only the right people received confirmation emails at the right time?

Imagine this:

• Members only receive confirmation if the class is more than 2 hours away
• All communications are timely, relevant, and helpful
• Journey Builder is used to create a clean, automated experience

This provides clarity for members and control for your team.

Show me and implementation

Data Extension: Waitlist_Confirmed

SQL Query:

SELECT MemberID, Email, ClassName, ClassStartTime, Status
FROM [Waitlist_Confirmed]
WHERE 
  DATEDIFF(MINUTE, DATEADD(HOUR, 7, GETDATE()), DATEADD(HOUR, 7, ClassStartTime)) > 120

This query filters out members whose class is within the next 2 hours.

Journey Flow:

1.  Query filters eligible contacts
2. Entry into Journey Builder
3. Confirmation email sent
4. Optional decision splits by class or member type

Proof and business logic

• DATEDIFF(MINUTE, DATEADD(HOUR, 7, GETDATE()), DATEADD(HOUR, 7, ClassStartTime)) > 120 ensures members are only included if their class starts more than 2 hours from the current UK time
•  No confirmation emails are sent too close to class time, reducing confusion
•  Timezone alignment is handled directly in SQL, using DATEADD to shift CST timestamps to UK local time logic is embedded directly in Automation Studio via SQL

Business value

• Increases member satisfaction by setting clear expectations
• Increase actual class attendance
• Reduces email complaints and admin time for last-minute changes

 Close and next steps

Action Items:

• Let’s ensure every class confirmation email is timely, meaningful, and member-focused.

We recommend implementing this logic into the next journey release cycle for class confirmations.