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.
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