Recalls, follow-ups and your own wording

Recalls

Settings → Messages → Add: recall. Choose which visits start it (a category such as Routine, or particular services), how long afterwards, and email or text. For example: after any routine visit, if nothing else is booked, email 8 weeks later. The message has a link to book that service again. It goes at 10am on the day it falls due.

Missed appointments and "we haven't seen you"

Add: missed appointment follow-up sends a message a few hours after an appointment is marked as missed (never in the evening: it waits until 9am). Add: we haven't seen you for a while says hello to anyone who hasn't booked again for, say, 6 months after a visit.

When they stop

Every automation stops as soon as the patient books again. If that booking is cancelled, it comes back. It's checked again just before it goes, so a late booking or a change of mind always wins. Turning an automation off, or deleting it, stops any still waiting.

Consent and the rules on marketing

Texts only ever go to patients who agreed to texts, and always end with "Reply STOP to opt out." A marketing message (inviting someone back) only goes to patients who agreed to hear from you, and emails have an unsubscribe link. Choose part of their care for a recall only when the clinician advised that follow-up, and keep it about their treatment, not offers. Missed-appointment messages are part of their care; "we haven't seen you" is always marketing.

Changing what messages say, including reminder wording

Settings → Messages → Wording of automatic messages lists every automatic email and text: the booking confirmation, the reminder email and reminder text, forms to fill in, the review request, treatment plans and your recalls. Open one to write it in your own words. Placeholders fill in each patient's details: {first_name}, {service}, {date}, {time}, {clinic_name}, {link} and more (click one to insert it). In an email, put {link} on a line of its own to show it as a button. The preview shows it with example details; Show the email shows the whole email with your branding.

What has to stay

You can't save a message with a placeholder that doesn't exist, without {link} where the message needs one, or a text without the STOP line or longer than three texts. Reset to the standard wording puts a message back as it was.