Automations
The Automations module is the clinic's communication engine. It allows the system to work for you, keeping patients informed and automatically recovering lost appointments without manual intervention.
WhatsApp Connection
The first step to enabling the system's intelligence is linking your clinic's WhatsApp account.
Linking process
Connect your WhatsApp account via QR code, just like setting up WhatsApp Web:
- Open the Automations tab and navigate to the WhatsApp Connection section.
- Scan the QR code with the clinic's WhatsApp phone.
- Wait for the connection confirmation.
Connection test
After linking, send a test message to verify that the connection is working correctly before enabling production automations.
Failed messages panel
This is a vital control panel. If a message is not delivered (e.g., wrong phone number, patient has no signal, or the number is not on WhatsApp), the error appears here so you can:
- Contact the patient through an alternative channel (phone call, email)
- Correct the phone number in the patient's profile
- Resend the message once the issue is resolved
Check the Failed Messages panel regularly, especially after sending broadcast messages. Undelivered messages mean patients may not have received critical appointment information.
Bot Automation
The bot handles patient follow-ups without the need for staff intervention. Configure these automated workflows to maintain patient engagement and recover missed appointments.
Absence follow-up (No Show recovery)
This is an appointment recovery tool. Configure up to 3 automatic messages sent at specified intervals after a patient misses their appointment:
| Message | Timing Example | Purpose |
|---|---|---|
| 1st | 2 hours after no-show | Gentle reminder that they missed the appointment |
| 2nd | 24 hours after no-show | Invitation to reschedule with a direct booking link |
| 3rd | 72 hours after no-show | Final follow-up before closing the recovery attempt |
Post-appointment control
Sends wellness messages or aftercare instructions once an appointment is marked as completed. Use this for:
- Post-surgical care reminders
- Medication follow-up instructions
- General wellness check-ins
Feedback requests
Toggle the satisfaction survey on or off. When enabled, the bot automatically sends the survey one hour after a completed appointment (see the Satisfaction section for details).
Custom templates
Create your own message templates using personalization tags so the bot sounds human and professional:
- Patient name
- Appointment date and time
- Provider name
- Service type
- Clinic name and contact information
Write templates in a warm, conversational tone that matches your clinic's brand. Avoid overly formal language. Patients respond better to messages that feel personal rather than automated.
Blast Messages (Broadcast Campaigns)
Blast messages are the ultimate tool for administrative agility. They allow you to communicate with large groups of patients at once using pre-built templates.
Available templates
- Appointment reminders for upcoming bookings
- Schedule changes when a provider's hours change
- Clinic closing notifications for holidays or emergencies
- Rescheduling requests when appointments need to be moved
Advanced filters
Target specific patient groups based on:
| Filter | Options |
|---|---|
| Date and Time | Specific date, with "Morning" or "Afternoon" quick options |
| Provider | Messages to patients of a specific doctor |
| Service | Messages related to a particular service type |
| Appointment Status | Target by status (e.g., only "Pending" or only "Confirmed") |
Real-world use cases
Scenario 1: Provider sick day
Dr. Jared is out sick today. Filter his afternoon appointments, select the "Rescheduling Request" template, and send to all affected patients with a single click.
Scenario 2: Holiday closure
The clinic is closed for a holiday next Monday. Filter all Monday appointments and send a "Clinic Closing" notification to everyone affected.
Scenario 3: Schedule change
A provider changed their Friday hours. Filter their Friday patients with "Pending" status and send an update about the new available times.
Safety features
- Exclude paused bots: A safety toggle that prevents messaging patients who have opted out of automated communications. Always keep this enabled to respect patient preferences.
Always preview the target count before sending a blast message. Verify that the filters are correct to avoid messaging the wrong patient group. There is no undo for sent messages.
Best Practices
- Test the WhatsApp connection after initial setup and periodically check the Failed Messages panel.
- Configure no-show follow-up messages with progressively warmer tones. The goal is to re-engage the patient, not guilt them.
- Use custom templates with personalization tags to make automated messages feel human.
- Preview blast message targets before sending. Check the count and sample a few recipients to confirm your filters are correct.
- Respect the "exclude paused bots" option. Never override patient opt-out preferences.
- Review automation performance monthly. Track how many no-shows are recovered and how many blast messages lead to successful rescheduling.