Getting Started with Rinsed CRM: Your Feature Enablement Guide

Technical Implementation is complete. Now it's time to get Rinsed working for your business. This guide walks you through every feature module in the order we recommend enabling them. Each section includes what to do, where to do it, and how to use Mo — your AI assistant — to move faster.

Not sure what Mo is? Start with Meet Mo, Your Rinsed Assistant.

Set Up Your Account (All Customers)

Everyone starts here, regardless of your Rinsed package. These tasks lay the foundation for everything else.

Meet Mo

Mo is your AI assistant inside Rinsed. Before you do anything else, meet mo on the Home tab and introduce yourself. Mo will gather context about your account — your locations, plan types, and existing setup — so it can help you configure everything that follows.

Open Mo and ask: "Give me an overview of my Rinsed account and tell me what I should set up first."

For a full introduction, see Meet Mo, Your Rinsed Assistant and Getting Started with Mo.

Configure Your Brand Guidelines in Mo

The single biggest thing you can do to improve Mo's output is to tell it about your brand. Once your brand guidelines are set, Mo will apply your voice, tone, and preferences to everything it creates — campaigns, confirmation messages, contact forms, and more.

Try this prompt:

"Help me configure my brand guidelines. My wash is called [Name] and our brand voice is [describe it — e.g., friendly and approachable, professional, fun]."

See Configuring Your Brand Guidelines in Mo for full instructions.

Add Rinsed Users and Set Up Notifications

Add any team members who need access to Rinsed, and assign them the appropriate permission level. Then configure notifications so the right people are alerted when tickets come in, low NPS surveys are submitted, or vouchers run low.

Navigate to Settings > Users and Access > Users to add users and configure notification preferences. 

For more information, see:

• Add a New User
• User Roles and Permissions
• Notifications for Rinsed Users

Enable Analytics Emails

Rinsed sends two automated email reports:

• Daily analytics email — key performance metrics from the previous day, including sales, conversion rates, and conversion details.
• Monthly feature report — a monthly summary of how your Rinsed features performed.

Navigate to Analytics > Analytics Emails to enable these and add recipients. See Daily Analytics Emails from Rinsed for details.

Core CRM Module

These features are included in every CRM package. Enable them in the order below — some features depend on others being set up first.

Dunning (Credit Card Decline Messages)

Dunning messages are one of the highest-impact ROI features in Rinsed. When a member's card declines, these messages automatically prompt them to update their payment information — protecting your recurring revenue.

Dunning messages live under CRM > Marketing > Campaign Messages > Credit Card Decline Messages folder.

Downsells

A downsell is a retention offer shown to members when they attempt to cancel. When a member who qualifies clicks cancel, they're shown a discounted plan offer instead of being immediately canceled. Industry data shows this retains members for an average of 9 additional months.

Before setting up downsells in Rinsed, make sure you've created discounted plans in your POS. Our data team recommends:

• A 25% off, 12-month offer for low-usage members (fewer than 2 visits/month)
• A 50% off, 3-month offer for higher-usage members (2–5 visits/month)

Once your POS plans are ready, Mo can create your downsell plans and even downsell graphics in Rinsed.

Try this prompt in Mo:

"Help me set up downsell plans in Rinsed. I have [describe your plan tiers, e.g., Basic at $20/mo, Premium at $30/mo, Ultimate at $40/mo] and I've already created 25% off and 50% off versions of each in my POS."

See Downsells Overview for full plan creation instructions.

Switch Plans

Switch plans allow members to upgrade or downgrade their membership tier on their own through the Customer Portal — without contacting you. Set up one switch plan per membership tier.

Try this prompt in Mo:

"Help me create switch plans in Rinsed. My membership tiers are [list your plans and prices]."

See Switch Plans Overview for full plan creation instructions.

Customer Portal

The Customer Portal is a self-service page where members can manage their membership — updating billing info, requesting pauses, canceling, accepting downsell offers, and switching plans. It dramatically reduces the volume of inbound support requests.

Navigate to CRM > Customer Management > Customer Portal to configure your portal settings. Once configured, share the portal link with your web developer and ask them to add a prominent button or link on your website. Once your Portal is live, customers can start self-managing their memberships and billing right away.

See Customer Portal Overview and Setup for full instructions.

Tickets

When a customer submits a request through your Customer Portal, it creates a ticket in Rinsed. Automated actions move to the Closed state – no action needed. Tickets in the Open or Incomplete state may require manual review and should be processed daily or weekly by your team. 

Site Managers and/or Support staff should review the following resources:

• Managing Tickets in Rinsed CRM
• How to Process Open Tickets
• Understanding the Tickets Page
• Troubleshooting: Customer Unable to Log Into Portal

Analytics

Rinsed's analytics dashboards give you a full picture of membership growth, churn, retention, revenue, and more. Start by learning the key dashboards relevant to your role.

Try this prompt in Mo:

"What does my current member churn look like, and what are some ways I can improve it?"

See Dashboard Walkthroughs and Understanding Active Members Data to get oriented.

Marketing Module

The Marketing module is available to customers on a Marketing package. Complete Step 2 first — dunning audiences used in Core CRM overlap with Marketing features.

Add Google Place IDs

Google Place IDs are required for NPS surveys. Add your Google Place ID for each location under Settings > Locations > Locations > Edit.

Campaign Messages

Campaign messages are recurring messages that go out automatically to a defined audience on an ongoing basis — winback campaigns, loyalty campaigns, member drip sequences, and more. Mo can create these for you end-to-end. 

Not sure where to start? Ask Mo to suggest a campaign, or prompt Mo to create one of the following campaign types for you:

• Former Member Drip Campaign — A winback campaign to re-engage former members.
• Non-Member Drip Campaign — Helps convert non-members into monthly members.
• Retail Loyalty Campaign — Incentivizes loyalty among retail members and encourages membership conversion.
• Member Drip Campaigns — Email and SMS templates to engage and retain your active membership base.

Scheduled Messages

A scheduled message is a one-time message sent to a chosen audience at a specific date and time — a holiday promotion, a weather-triggered blast, a price change announcement, or any other one-off send.

Try this Mo prompt:

"Create a scheduled text message to go out to all active members on the next federal holiday." 

Contact Lists and Forms

Contact lists store customer contact information. Contact forms collect it — via website embed, QR code, or direct link. A common use case is a free wash text club, where customers submit their info in exchange for a free wash code.

Try this Mo prompt:

"Help me set up a free wash contact form. I want customers to submit their name, email, and phone number in exchange for a free wash code."

Before setting up contact forms, make sure you have free wash voucher codes uploaded to your account. See the Vouchers section below.

See Contact Lists and Contact Forms Overview for full documentation.

Vouchers

Vouchers are free wash codes distributed through contact forms, campaign messages, and scheduled messages. Generate a batch of codes from your POS system (we recommend at least 5,000 to start), then upload them to Rinsed.

Try this Mo prompt:

"I have a CSV of free wash voucher codes from my POS. Can you help me upload them?"

Mo will walk you through the upload and confirm when it's complete.

SMS Keywords

A SMS keyword lets customers text a word to a shortcode number (22322) to receive a free wash or join your text club — no form required. You can customize your confirmation message to include a free wash code or welcome message as desired.

Try this Mo prompt:

"Help me set up a text keyword that customers can text in exchange for a free wash." 

NPS Surveys

NPS surveys collect customer satisfaction ratings and, for high scores, prompt members to leave a Google review — directly increasing your online ratings. Mo can set up your NPS campaign end-to-end, including configuring Google Place IDs for each location.

Try this Mo prompt:

"Set up an NPS survey campaign for my account."

Note: Google Place IDs must be added before NPS surveys can be configured. 

Support Agent Module

Support Agent is Rinsed's AI-powered phone support — it answers member calls, processes common requests, and escalates when needed. All Core CRM features (especially downsells and the customer portal) should be set up before going live with Support Agent.

Your Implementation Manager will help you to complete the technical setup (see Support Agent Onboarding for full setup instructions). 

Follow the Support Agent Post-Launch Operations Guide for suggestions on how to maintain and improve your Agent's performance after go-live.

E-Commerce & Loyalty Module

These features are available on E-Commerce and Loyalty packages. Some are limited by POS compatibility — check with your Customer Success Manager if you're unsure what's available for your setup.

Checkout Forms (Online Sales)

Checkout forms let non-members purchase a membership or single wash directly from your website. Mo can build and configure your checkout form in a single conversation.

Try this Mo prompt:

"Set up a checkout form for my monthly memberships. My plans are [list plan names and prices]."

Before going live, always test a real purchase end-to-end. See Checkout Forms Overview for full documentation.

Member and Retail Loyalty (POS-dependent)

Member loyalty programs (available for all POS) reward members for frequent visits or long-term membership. Retail loyalty programs (availability varies by POS) are designed for customers who pay per visit rather than on a membership plan. 

You get to customize your rewards and the number of points earned for different behaviors such as spend, recharges, visits, days, and more. Customers can view and manage their loyalty accounts within your Customer Portal.

See How to Set Up a Rewards Loyalty Program and Launching a Member Loyalty Program through Rinsed for more information.

Family Plans (POS-dependent)

Family plans allow members to add additional vehicles under one account at a discounted per-vehicle rate. Availability depends on your POS system. See Family Plans Overview for full documentation.

Fleet Plans (POS-dependent)

Fleet plans are designed for commercial customers with multiple vehicles. Availability depends on your POS system. See Fleet Plans - Overview for full documentation.

Rinsed Customer App

The Rinsed Customer App gives your members a branded mobile experience to manage their membership. Contact our Customer Success team to get started.

Need Help?

• Technical troubleshooting or ticket errors — email support@rinsed.co
• Office Hours — join weekly office hours for live, one-on-one support from the Rinsed team
• Help Center — support.rinsed.com
• Strategic questions – email your dedicated CSM or use the Customer Success queue at customersuccess@rinsed.co.