When every automatic message sends

Every automatic message has a set moment in the patient's journey. You can see this same summary in the app under Settings, Messaging, in the When emails send table.

Around the appointment

• Booking confirmation. As soon as the appointment is confirmed.
• Appointment moved. Clinic moves normally send a notice for a different day, practitioner or time change of more than fifteen minutes, once the 30-second Undo period has passed and the scheduled send job runs. Your notification choice can override that change-size rule. Patient self-service moves can notify immediately after saving, including smaller time changes. Off by default: switch on its email and Appointment moved (SMS) separately under Settings, Messaging.
• 48-hour reminder. About 48 hours before the appointment. Off by default: most patients only need one reminder, so switch it on under Settings, Messaging if you want the extra touch.
• 24-hour reminder. About 24 hours before the appointment.
• Aftercare advice. Just after the appointment, when an aftercare form is linked to the treatment and the visit is marked completed.
• Post-treatment check-in. About 48 hours after the appointment, for visits marked completed.

When things change

• Cancellation notice. When an appointment is cancelled, with a link to rebook.
• No-show follow-up. From about two hours after a missed appointment, once you have marked it as a no-show. The automatic check picks it up only when its start was more than two and no more than 26 hours ago.
• Booking recovery. Shortly after a patient starts booking online but does not finish paying the booking reservation fee.
• Waitlist slot offer. After a suitable slot is freed and processed, to eligible patients on your waitlist. A slot freed by a clinic move is held back briefly so you can undo the move.

Bringing patients back

• Review request. About 72 hours after a visit marked completed, once you have switched on Automatic review requests in Settings, Reviews. Marketing opt-in only.
• Treatment rebooking recall. When a treatment's rebooking interval is due, using the Rebook after (days) set on each treatment. Marketing opt-in only.
• Rebook nudge. About 80 to 100 days after a lapsed patient's last visit, when they have nothing else booked. Marketing opt-in only.
• Birthday greeting. On the patient's birthday, from 8am UK time. Marketing opt-in only.

These are approximate sending windows, not delivery guarantees. Messages need usable contact details, enabled channels and the patient's automated-message preferences. Marketing messages need the appropriate consent, and texts need enough SMS credits. The two reminders and the review request are timed from the appointment's start. Aftercare can also send after a late completion within its automatic lookback window.

The other messages can be switched off for your clinic, and the two reminders and the review request can be re-timed. See Automatic review requests for how review requests work.