Why Aren’t My New Guests Getting Added to the CareTrack Automation?
If you’re noticing that newly submitted guest forms are not triggering the New Guest CareTrack, the most common reason is that the guest hasn’t been marked as “present” for a service.
Quick Explanation
SteepleMate’s CareTrack automations rely on at least one recorded attendance. If a guest fills out the digital guest form outside the system’s automatic service window, they won’t be attributed to a service — and the CareTrack won’t activate.
Automatic Attendance Window:
Guests are automatically attributed to a service if they submit the form within 1 hour before or 2 hours after the scheduled service time.
Manual Fix: Mark the Guest as Present for a Service
If the guest submitted the form outside that service window, here’s how to manually trigger the CareTrack:
- Go to: Manage > Track Attendance
- Select: The service date the guest attended
(You can choose “All Attendance Groups” or select a specific group) - Click Manage Guests
- Click Add > New Guest
- Select the guest’s name from the list
✔️ Once selected, the guest will appear in the guest list
✔️ They will immediately be added to the New Guest CareTrack
Notes
- If the guest already completed the CareTrack, they won’t be re-added.
- If no attendance is logged (attendance = 0), the CareTrack will not initiate.
- This manual process is only needed for guests who submit their form outside the service window.
Pro Tip: If your service ran late or guests filled out the form hours afterward, manually assigning them to a past service is the best way to make sure follow-ups happen without delay.
Related Articles
How to Create a New CareTrack with Steps and Participants in SteepleMate
CareTracks in SteepleMate automate a series of actions in response to specific ministry events, such as a new guest connecting, or members missing multiple events. These automations include sending texts/emails, assigning follow-ups, and moving ...Checklist for Getting Started with SteepleMate Free
Welcome to SteepleMate! We're so glad you made it to SteepleMate! As you explore the system, you'll find many opportunities to fine-tune and configure settings to meet your needs. Getting Started Once you've created a SteepleMate account, we ...Removing Someone from Receiving New Visitor Notifications
This guide explains how to remove an individual from receiving notifications and tasks about new visitors when using the Digital Guest Connect Card in the SteepleMate system. Steps to Remove Someone from Receiving New Visitor Notifications Step 1: ...Move a Person to a New or Existing Family
Sometimes, family members may be incorrectly listed in SteepleMate. Whether it’s a spouse added separately or a child listed apart from their parents, this guide will show you how to move a person to either a new family or an existing family, ...FAQ: Why aren’t my announcements showing on my Kiosk?
If your announcements are not appearing on your Kiosk, there could be a few reasons. Here are the steps to troubleshoot and ensure they display correctly: Check Time and Timezone Settings: Make sure that the time and timezone settings on your kiosk ...
Recent Articles
How to Use the Family Communications Report in SteepleMate
The Family Communications report helps your church review communication activity for specific groups in the system. This is useful when you want to see communication history for ministries or group-based follow-up, such as children’s ministry, Bible ...How to Use the Communicator Report in SteepleMate
The Communicator Report in SteepleMate helps your church review communication activity over a selected period of time. This report shows recorded communication touchpoints and helps you understand how your team has been connecting with people through ...How to Track Communications in SteepleMate
SteepleMate allows your church to record communication activity on a person’s profile so your team can keep track of follow-up and care efforts. This is useful for documenting guest outreach, member care, meetings, phone calls, texts, emails, and ...How to Manage Tasks in SteepleMate
Tasks in SteepleMate help your team keep up with follow-up, office responsibilities, and ministry workflows. You can create tasks for yourself or assign them to other people in the system, set due dates, track progress, and review assigned work from ...How to Add and Use Tags in SteepleMate
Tags in SteepleMate help you organize records, quickly find the right people or families, and create reports based on shared labels. You can apply tags to an individual person or to an entire family, then use Tag Search to locate and export those ...