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CWA 2026 - Redpoint HQ Roundtable

Below is a transcribed summary of the Redpoint HQ Roundtable held on 4/16, 2026 at the CWA Summit. The Roundtable was an opportunity for users of the platform to connect with the Redpoint development team and other operators, ask questions and get a walk through of new features. 


The recording of the Roundtable is 1 hour long and can be found here: Redpoint HQ Roundtable Video


Transcribed Summary: 

The Recheck-In Feature: 1:15

  • This feature was implemented based on feedback from the previous year's round table.
  • It is designed to give managers confidence that front desk staff are correctly handling check-in protocols.
  • By double-clicking a check-in row, staff can perform an action to resolve alerts (such as missing waivers), which provides a history and updates the status to clear "red" alerts.
  • The feature preserves the original check-in time.
  • Settings for this feature can be configured to trigger automatically or prompt staff after a specific timeframe.
     

Retail Improvements: 7:20

  • A new reorder grid allows users to select vendors and brands to generate purchase orders easily.
  • A new feature allows users to distribute discounts and shipping fees across all items in an item receipt with a single click, replacing the previous manual process.
  • There was a discussion regarding a potential future feature for automatic reordering based on forecasting or "weeks on hand" inventory levels, though the speakers noted this is more complex than current capabilities.
     

Ticket System and Features 12:28

  • Redpoint tracks customer conversations in a dedicated system to move discussions out of individual inboxes
  • The system now includes ticket routing, which automatically assigns incoming tickets to specific projects based on conditions
  • This feature allows for splitting tickets—such as separating inquiries about prepaid programs from those about recurring memberships—so they can be managed by the appropriate staff
  • Andy emphasized that they actively monitor and triage user requests submitted through the ticket system.
  • While there is an explicit permission setting that sends email notifications for ticket changes, Andy and Fletcher noted that there is currently no "bubble" notification system within the software itself for new tickets. 
     

Utilizing Web-Based Functionality 18:34

  • Fletcher reminded users that because Redpoint is web-based, the filters on data grids are bookmarkable.
  • By setting desired filters and saving the resulting fully qualified URL as a bookmark, users can create custom "my pages" for quick access to specific data, such as tickets assigned to them.
     

Membership Management and Online Self-Service 19:55

  • New rules have been implemented to manage online freezes and terminations for both prepaid and recurring memberships.
  • Restrictions are in place to prevent revenue loss, such as preventing users from purchasing a membership and immediately terminating it, or requiring a minimum period of active membership before a freeze is permitted.

The development team aims to continue improving self-service capabilities on the portal, acknowledging that complex issues—such as modifying memberships within a family contract—require careful development to ensure they function correctly without being "half-assed".
 

Customer Segmentation 22:24

  • Segments are powerful but can be complicated to set up.
  • The software includes various conditions, such as "storefront engagement" (tracking sales funnel progress), membership status, and activity streaks.
  • Andy encourages users to explore the available conditions, noting that they are frequently added.
  • When building complex segments, it is recommended to "start small" by breaking the desired logic into individual components.
  • Performance should be considered for large databases; inefficient segments can negatively impact system performance.
  • A suggested best practice is to use segments to auto-tag customers and then set conditions based on those tags.
     

Difference Between Dispatches and Email Automations 29:13

  • "Dispatches" are intended for one-time communications, serving as a replacement for third-party tools like Mailchimp.
  • Automations are designed for recurring tasks or triggers based on past events, which makes them more complex to configure than dispatches.
  • Users should use dispatches for manual, one-time sends and automations for routine, daily tasks.
  • A key missing feature for dispatches is "list preferences," which would allow customers to opt into specific categories of emails; this is currently the top-requested Dispatches feature - we’re working on it.
     

SMS Marketing Feature Request 32:07

  • SMS marketing is a significant legal matter requiring double opt-in consent in the U.S.
  • Redpoint is prioritizing the ability to collect this consent before moving further into SMS marketing features.
  • The team is actively exploring the potential for an SMS feature but is focused on first solving the complexities of double opt-in consent to ensure compliance and quality.
     

Reminder for Using Dispatches: 34:02

  • Regarding email Dispatches, users are advised to utilize the "ramp up" feature to incrementally send volume and prevent getting blocked by email providers. The system is designed to prioritize sending emails to the most active customers first to boost engagement.
     

Mapping and Geocoding 35:45

  • The platform automatically geocodes every customer address, enabling visual mapping.
  • Users can generate heat maps for specific customer segments, a feature currently used for direct marketing and strategic analysis.
     

Terminal Functionality and Accounting 38:01

  • Tipping: The platform supports terminal tipping, which can be whitelisted to specific products, allowing customers to add tips during checkout.
  • Donations: While a formal "round up" donation feature is not currently available, the team discussed the possibility of implementing it to automate contributions to organizations like the Access Fund.
  • Rounding: For cash transactions, the platform includes a rounding mechanism for pennies, ensuring proper accounting by maintaining the original invoice total while adjusting the cash change provided.

     

New Features 40:50

Point of Sale (POS) Credit Card Charging: 

Users can now enable a setting at the facility level that allows customers to charge a credit card on file directly at the POS. While this functionality was previously limited to putting charges on an account, it is now available for direct credit card charges, though Andy notes that this may increase transaction fee costs.
 

Credit Card Surcharging: 

The speaker identifies the ability to pass credit card transaction fees onto customers as a significant feature.

Integration with the processor allows the terminal to automatically determine if a card can be legally surcharged based on the card type (debit vs. credit) and billing address.

Compliance and Implementation: This feature is currently available only for US-based gyms (excluding certain states like Vermont, New Jersey, and California). It requires coordination between the gym, the payment processor, and Redpoint to ensure correct setup and avoid "double dipping" on fees.

Customer Impact: Andy reports little to no pushback from customers, noting that the terminal transparently notifies them of the surcharge before the transaction is finalized, allowing them the choice to use a debit card to avoid the fee.

 

Future Developments 50:06

 

Andy outlined several upcoming features for the platform:

Customer App: A dedicated app is in development, which will include offline check-in, a customer portal, and a barcode system.

Push Notifications: Intended as a follow-up to the app, this feature will allow for targeted messaging to customer phones.

Membership Referral System: The team is planning a robust membership referral system designed to grow gym communities through peer-to-peer recommendations.


 

Open Discussion: Feature Requests - Course Management and Configuration 51:33

  • Andy discussed "offset days" as a method for configuring calendars for multi-session activities, such as local school clubs that meet on specific days.
  • While the current user interface allows for complex, infinitely configurable calendars, there is interest in optimizing these features for better user experience.
  • "Composite courses" are identified as a solution for rolling multiple scheduling rules into a single course, which provides a user-friendly way to manage recurring sessions.

Waitlists

  • The conversation turns to the desire for a "smarter" waitlist that can automatically notify individuals when they become eligible to book.
  • Andy noted that implementing this feature is challenging because they are working to create a coherent solution that addresses various nuances rather than rushing a partial implementation.
  • Feedback indicates that different organizations have different needs regarding waitlist management, and the current, limited functionality was intentionally released to observe how users utilize the system.

Tokens and Future Roadmap

  • There is a significant interest in allowing "amenity tokens"—such as guest passes or punch passes—to be used for online booking, which would enable customer self-service.
  • Andy explains that while selling tokens is simple, managing the full lifecycle of a token (including returns and voids) is complex, especially for large organizations.
  • Regarding the timeline for both smart waitlists and online token functionality, Fletcher stated that development for these features is expected by the end of the year.