IN BRIEF
The New Family Created with No Enrollments workflow automatically sends a message to families who have created a new account in the Customer Portal or Mobile App but have not yet enrolled in any classes.  This helps encourage new families to complete enrollment and begin participating in your programs. 

• Overview
• Accessing the Feature
• Step-by-Step Instructions
  • Additional Options
• Best Practice Recommendations
  • Configuration Tips
  • Operational Tips
• Troubleshooting & FAQs
• Related Articles

Interactive Demos for configuring Autopilot workflows can be found in the Education Corner, accessible from the Office Portal's "Welcome" screen.

Overview

The New Family Created with No Enrollments workflow detects when a family account has been created, but no class enrollments have been made.  It sends a follow-up message after a short delay to remind families to complete the enrollment process so their student can begin attending classes.

• Workflow type: Event-driven
• Trigger: Family account creation
• Purpose: Encourage new families to create class enrollments shortly after setting up their account.

NOTE: This workflow only checks for Active, Trial, or Waitlist-type enrollments. It does not check for Makeup or Single Day class enrollments, camp enrollments or appointment bookings.

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Accessing the Feature

1. From the Office Portal, navigate to AUTOPILOT>WORKFLOWS>"Add a Workflow."
2. Locate the New Family Created with No Enrollments in the list of workflows.
3. The workflow will automatically be copied to your account and will open in the Workflow Editor.
4. After configuring the workflow, Save your changes.
5. When you are ready, Enable the workflow to begin using it.

NOTE: Only account administrators or staff members who have been granted “Admin Access” permissions can copy or edit Autopilot workflows.

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Step-by-Step Instructions

1. Open the New Family Created with No Enrollments workflow.
2. Review the workflow details:
   • Trigger Type: Event-driven – activates when a family creates a new account.
   • Communication Template Used: Family Account Created with No Enrollments.
3. Configure the following options:
   • Wait for Action – Defines how long the System waits after the account is created before checking for class enrollments.
     • NOTE: This value defaults to 3 days.
     • The time period cannot be shorter than 1 day due to how iClassPro processes enrollment start/drop times.
   • Send Communication by Family – Sends one message per family.
   • Reply To Email – If no email address is specified here, the system will default to the email address associated with the active Location with the lowest ID number. Since this workflow is specifically limited to families who have never had an enrollment, those families are not directly linked to any specific Location.
     • NOTE: Location IDs are visible under SETTINGS>LOCATIONS.
   • Send Email / Send to All Emails
   • Send SMS / Send to All SMS
   • Send Push Notification
4. After configuring the workflow, Save your changes.  
5. When you are ready, Enable the workflow to begin using it.

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Additional Options

• Communication Templates: While staff cannot select a different communication template, the email, SMS, and Push notification versions of the "Family Account Created with No Enrollments" template can be edited under SETTINGS>SETUP>GENERAL SETTINGS>COMMUNICATION TEMPLATES>"Autopilot" tab.
• Opt-In Compliance: Autopilot always respects family-level email and SMS opt-in preferences when sending messages.

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Best Practice Recommendations

Configuration Tips

• This workflow could have multiple instances running depending on your needs:
  • 07 day: Gentle reminder to complete enrollment (SMS)
  • 14 days: Stronger reminder to complete enrollment (Email)
  • 28 days: Stronger reminder to complete enrollment (Email again)
• Keep the message short and friendly to welcome new families and guide them to enrollment links.
• Include a direct link to the Customer Portal in your message to make sign-up easy.

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Operational Tips

• Periodically review the New Enrollments List Report (CLA-9), First Enrollments Report (CLA-20), and/or Online Activity entries to ensure the workflow is effectively converting new families into active enrollments.
• Pair this workflow with First Class Enrollment Follow-Up or Dropped Enrollment Follow-Up workflows for a complete engagement cycle.

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Troubleshooting & FAQs

• Why didn’t the workflow trigger after a new family registered?
  • Ensure that the family account was created via the Customer Portal or Mobile App, and not by a staff member in the Office Portal.
  • The workflow will not trigger if the family immediately creates an enrollment within the number of days established by the "Wait For" action value after creating their account.
• Does this workflow include camp or appointment enrollments?
  • No. It only checks for Active, Trial, or Waitlist-type class enrollments. It does not check for Makeup or Single Day class enrollments, camp enrollments or appointment bookings.
• What happens if the family enrolls after the workflow is scheduled to run?
  • The workflow checks enrollment status at the time it runs. If no class enrollment exists at that time, communication will be sent to the family.

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Related Articles

• What is Autopilot?
• How Do I Copy and Configure Autopilot Workflows?
• How Do I Configure the Dropped Enrollment Follow-Up Workflow? 
• How Do I Configure the First Class Enrollment Follow-Up Workflow

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