Your active member count shows how many people are really part of your group today, not everyone who ever joined. Members see it on your Members tab, people deciding whether to join see it on your group page, and brands see it on your sponsor profile. How Heylo decides who is active depends on how your group is set up. In a free group, and in a group with a supporting membership, a member is active when they have opened your group recently. In a group with required membership dues, a member is active when their membership is in good standing, whether or not they have opened Heylo lately. Either way, it is a number you can stand behind when a brand or a new member asks how big your group is.
Visits in the last 90 days
This rule applies to free groups and to groups with a supporting membership. A member is active when one of these happened in the last 90 days:
- They opened your group on Heylo, in the app or at heylo.com.
- They joined your group.
A new member is active for 90 days after joining. After that, they stay active as long as they open your group at least once every 90 days.
Heylo counts each group separately. A member of three groups who only opens one of them is active in that one group.
Groups with required membership dues
When your group requires membership dues, the active member count is the number of members whose membership is in good standing. The 90-day rule does not apply to them. A paid member who has not opened Heylo in months is still active, and a member whose membership has lapsed is inactive even if they open your group every day.
A membership is in good standing while the member is:
- Paying their dues. A canceled membership counts until the end of its paid period.
- In a free trial.
- In the grace period after a failed payment. See past due members.
A member moves to Inactive when their membership lapses: the free trial ends without payment, the grace period passes without payment, the membership is canceled and unpaid, or a canceled membership reaches the end of its paid period. Opening the group does not move them back. Paying does, and Heylo moves them back to Active members once the payment goes through.
Members you have placed on a free plan in a group with required dues follow the 90-day rule instead, since there is no payment to check.
Activity that does not count
In free groups and groups with a supporting membership, Heylo counts visits to your group, not messages delivered to a member. These do not make a member active on their own:
- Receiving a push notification
- Opening an email, including announcements, email blasts, and the email newsletter
- Being checked in to an event by a host
These still matter, because they are what brings members back. What counts is the member opening your group on Heylo afterward. For ways to give members that reason, see how to increase your active members.
Inactive members
A member who is no longer active moves from Active members to Inactive on the Members tab. In a free group or a group with a supporting membership, that happens after 90 days without a visit. In a group with required dues, it happens when the membership lapses. Only admins see the Inactive section. Heylo updates who is active once a day, so a change can take up to a day to show.
To take someone out of the group, see remove a member.
Reach inactive members
Inactive members have not opened Heylo in a while, or have let their membership lapse, so an email is often the message that brings them back. Admins and members with the announcements permission can send an email blast with any chat message.
Email blasts go to active members by default. To reach inactive members too, select Inactive members as an audience when you send the blast from the Announcements chat. In a topic chat or event chat, the same audience is called Other inactive members.
For a personal touch, open the Inactive section on the Members tab and send a direct message.
Members tab
The Members tab lists Active members with the count next to the heading, and everyone in the group sees it. Admins also see Inactive further down the tab. See the member directory for how the rest of the Members tab is ordered.
Group page
Your group page shows your active member count once your group has 10 or more active members. People who find your group see how many members take part, not how many signed up once.
Sponsor profile
Active members is one of the metrics a brand sees on your sponsor profile, so a growing count helps your group get sponsored.
Pulse analytics
The Members tile in Pulse analytics has an Active view that lists the members who opened your group within the date range you choose.
The Pulse number follows your date range, so it can differ from the count on your Members tab. It also counts visits only, so it leaves out new members who have not opened the group yet and paid members who have not visited.