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Customer Groups

What Customer Groups are and how to use them

Eloise avatar
Written by Eloise
Updated over a week ago

Please note: The Customer Group feature is only available on the Standard Plan or above.


This article covers:


What is a Customer group?

Customer groups allow specific customers to access exclusive offers, such as Exclusive tickets. These groups are automatically created when a membership is set up and are populated with subscribers. You can also manually create a group and individually add customers to it.


Creating a Customer Group

Customer groups can also be created manually, allowing you to assign customers to the group. This enables them to access the group's offers without needing to make a payment.

To do this:

  1. Select Packages & Discounts, then Customer groups from the left-hand menu on your account.

  2. Select Create a new group:

    Customer groups page with an arrow pointing at the 'Create a new group' button

  3. Name the group under Group name and add a description of the group under Group description:

    Create a new group page showing the group name and description field and create button

  4. Once added, select Create to create the group.

  5. Then, select Actions in the Customers section:

    Customer group page with an arrow pointing at the 'Actions' menu

  6. Then Add customers:

    Actions menu with an arrow pointing at the 'Add customers' option

  7. Type the email addresses for each of your customers in the Customer emails field, then select Add customers:

    Add customers screen showing the 'Customer emails' field and 'Add customers' button

💡 You can return to this step anytime if you need to add more email addresses.

Once you've added your customers, they will appear within the group under Customers:

Customer group screen with a customer profile highlighted

💡 Important notes:

  • This isn't necessary if you plan on offering memberships, as the membership will automatically create a corresponding group when a customer joins.

  • First, you'll need to create a membership to process membership payments. Customers then need to purchase this membership to be added automatically to the customer group.


Adding a Customer Group Offer

Once you've created your customer group and added all relevant members, you can then create the 'offer'. To do this:

  1. Select Packages & Discounts, then Customer groups from the left-hand menu on your account.

  2. Select the group from the list to open the settings.

  3. Under Offers, select Add offer, then Create:

    Customer group screen with an arrow pointing at 'Add offer'

  4. Once you've created your offer, select Edit offer to set your restrictions:

    Offer page with an arrow pointing at the 'Edit offer' button

  5. The first setting option is Offer enabled; meaning is this exclusive ticket offer active:

    Offer page showing that the offer is enabled and restricted to personal use only

  6. Under Restrictions, you can specify who can use the offer:

    • Personal use only: Only the membership owner can book this exclusive ticket.

    • Allow additional attendees: This allows the membership owner to book multiple exclusive tickets, and you can set the maximum number. This is useful for friends and family memberships:

      Offer page showing 'Personal use only' selected under 'Restrictions'

  7. Finally, confirm Restrict number of uses, where you can:

    • Set how many exclusive tickets can be booked under How many uses are allowed?, and

    • Whether this is a recurring Ongoing offer.

      • If this is ongoing, you can also set How long is a usage period? This will be the period where the offer resets.

  8. For example, ten exclusive tickets per month:

    Offer screen with an arrow pointing at the 'How many uses are allowed?' field

  9. For a monthly membership with unlimited access, leave the Restrict number of uses box unchecked.


Changing a customer group offer

To change the group offer, you will first need to delete the existing offer and then create a new one.

To do this:

  1. Select Packages & Discounts, then Customer groups from the left-hand menu on your account.

  2. Select the group from the list to open the settings.

  3. Select the three dots next to the offer you wish to delete, then Delete offer:

    Screenshot of offer screen with arrow pointing at the 'Delete offer' option, highlighting to users what to select if they want to delete an offer within their customer group.

Exclusive tickets

If you have created exclusive tickets already on your entries, you can set which exclusive tickets are included in this customer group offer in the final offer section.

You can select either All exclusive tickets on that schedule page or Select individual tickets:

'Tickets where offer applies' section showing 'Select individual tickets' selected

If you haven't created your exclusive tickets yet:

  1. Open your Scheduling page.

  2. Select the entry from your schedule list, then Edit entry:

    Scheduling setup with an arrow pointing to the 'Edit Entry' button.

  3. Select the Tickets & Costs tab, tick the Exclusive ticket box option, and choose the customer group you want to assign to this exclusive ticket:

    Tickets & Costs tab of the entry settings with the 'Exclusive ticket' checkbox highlighted


If a customer doesn't have an account

If a customer doesn't yet have an account and you've manually assigned them to a customer group, they'll need to:

  • Select Log in in the top right-hand corner of your public page

  • Select the Forgotten your password? link to create an account:

Public page with an arrow pointing at the 'Login button', and 'Forgotten your password?' hyperlink highlighted

💡 To note: Customers must sign up with the same email address used when you assigned them to the group to be able to access the exclusive tickets.


Removing a customer from a group

To remove a customer from a group where they've been manually added:

  1. Select the three dots next to their name within the group, then Remove customer:

    Customer group page with the 3-dot menu highlighted

  2. You will be presented with two options:

    • Remove immediately: Remove a customer immediately.

    • Remove at a selected time: Schedule a customer removal for a specific date (and time):

      Remove customer screen with 'Remove at selected time' highlighted

If a customer has an active membership via Stripe, the only way to remove them is by cancelling their subscription.

  • Bookwhen cancellation: The customer will remain in the group until the end of their paid usage period.

  • Stripe cancellation: This will result in an immediate cancellation and removal from the customer group.


💬 Any questions or feedback? There are two ways to get in touch:

Thank you! 🕺

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