Patient Communication Campaigns

Campaigns are bulk communication workflows for groups of patients. Use them when the clinic needs to contact many people from the same queue, such as recall patients, canceled appointments, unpaid invoices, or portal requests waiting for action.

Campaigns are related to Automation because the board already groups patients by stage and filters. A column can become the source list for a focused communication campaign.

Configuration links

• Notification Templates
• Users

Create and review notification templates before sending campaigns. Templates help the team keep wording consistent across SMS, messenger chat, and email.

Common campaign use cases

• Recall reminders: contact patients who need to book a recall visit.
• Canceled appointment recovery: follow up with patients from the canceled visit queue.
• Past visit follow-up: ask patients to schedule the next recommended appointment.
• Invoice reminders: contact patients with unpaid or overdue invoices.
• Portal request updates: notify patients when the clinic has reviewed a request.

Prepare a Campaign

1. Open Automation.
2. Choose the board that contains the patients you want to contact.
3. Apply filters until the queue matches the intended audience.
4. Open the column that represents the group you want to message.
5. Review the record count before sending.
6. Confirm the team is using the correct template and channel.

Good campaign preparation is mostly about the source list. If the filters are too broad, the message reaches the wrong people. If they are too narrow, patients may be missed.

Send Campaign Message

When bulk sending is enabled from Automation, use Send Message from the kanban column.

1. Open the column action menu.
2. Click Send Message.
3. Review the queued records count.
4. Choose a notification template, or write a custom message.
5. Select the channel: SMS, Chat, or Email.
6. Review the message content.
7. Send the message.
8. Move the contacted patients to the next stage when the campaign is connected to a board workflow.

For example, send an SMS template to everyone in “To Contact”, then move them to “Message Sent” so the receptionist can later review replies or call patients who did not respond.

Channels

Campaign messages can use the same notification template system as patient communication.

• SMS is useful for short reminders and urgent actions.
• Chat is useful for messenger or social communication channels, such as WhatsApp, when those channels are connected for the clinic.
• Email is useful for longer instructions, payment information, or documents.

Use the channel that matches the message. A short recall reminder works well as SMS. A longer financial or preparation message may be better as email.

After sending

After a campaign is sent, update the board so the next person knows what happened.

• Move contacted patients to a stage such as “Message Sent”.
• Keep patients who need a manual call in a separate stage.
• Use filters to review patients who still need follow-up.
• Export records if a supervisor or coordinator needs an outside list.

The main goal is to prevent duplicate outreach. Once a campaign is sent, the board should clearly show which patients were contacted and what the team should do next.

Safe sending checklist

Before sending a campaign, check:

• The selected board and column are correct.
• Filters match the intended audience.
• The message template is current.
• The channel is appropriate for the content.
• Patient contact details are available.
• The next stage is clear for the team.

For sensitive messages, send a small internal test first or review the template with a manager before sending to the full queue.