The rebook nudge and treatment recall, and how they differ

Two automatic messages bring patients back, and they cover different situations. They use different eligibility checks, and recalls follow each treatment's own interval.

Treatment rebooking recall (interval-driven)

For treatments where you have set a Rebook after (days) interval, the recall goes out when that interval falls due after the patient's last completed visit, provided they have not already booked their next one. It names the treatment and usually links to its booking page; where a required consultation is missing, the link can lead to that consultation or your booking home. This is the right tool for toxin, filler and anything else with a natural maintenance cycle.

The recall window is two weeks wide. A patient whose last visit falls between the interval and a fortnight after it is picked up; further back than that and they are past it, so nobody is chased about a visit from last year.

This one is on unless you turn it off. It is not a message you switch on, it is a message your treatment intervals switch on for you. If you have set a Rebook after (days) figure on a treatment, eligible patients can receive recalls, subject to consent, contact details and your messaging switches.

Rebook nudge (lapsed patients)

For visits with no interval set, the general nudge steps in instead: patients whose last visit was around 80 to 100 days ago, with nothing booked since, get a gentle "we would love to see you again" email with a booking link. It is the safety net that stops patients quietly drifting away.

How the two checks interact

Appointments for treatments with an interval are excluded from the generic nudge. Recalls are checked per treatment appointment, so a visit with several treatments can lead to more than one recall. A treatment without an interval can still qualify for the generic nudge.

The check is per treatment. Somebody who is due a filler recall and has already booked their next filler is left alone; somebody due a filler recall who happens to have a consultation in the diary next week still gets it, because that consultation is not the appointment they are being recalled for.

Consent and channels

Both are marketing messages, so they only go to patients who have opted in to marketing email. The recall can also send a text when the patient has opted in to marketing SMS as well. Automated-message preferences, the email and SMS channel switches and SMS credits still apply.

Where to manage them

Both templates are under Settings > Messaging in the Rebooking section, each with its own Send automatically switch. The recall is called Treatment rebooking recall. Set the intervals themselves on each treatment under Settings > Treatments.

If you would rather not send recalls at all, you have two ways: turn Treatment rebooking recall off, which stops them for every treatment, or clear Rebook after (days) on the treatments you do not want chased, which leaves the rest running.