✨Automated Touchpoints

Automatically send patients information, and help them complete tasks at specific moments before, during, and after appointments.

Touchpoints start as a text or email message and include a link to the patient's online 'appointment hub'.

The hub enables patients to securely view information, take actions (e.g., confirm, request to cancel/reschedule, check-in), and complete tasks (e.g., prep instructions, fill in forms).

There are 4 types of automated touchpoints:

1. Reminders

   • In this touchpoint, patients will receive an automated reminder about their appointment.

2. Check-ins

   • In this touchpoint, patients receive a notification before the appointment asking them to check in.

3. Follow-up

   • In this touchpoint, patients receive a follow-up message after their appointment.

4. Booking notifications

   • In this touchpoint, patients receive a booking confirmation message for their appointment.

Configuring touchpoints

You can customize:

1. When a touchpoint is sent:

   • Upon booking

   • X days, hours, minutes before the appointment

   • X days, hours, minutes after the appointment

2. What the text/email says:

   • NOTE: Text messages are limited to 160 characters

3. What information the patient can view on the hub:

   • Patient first name

   • Date, time

   • Location name

   • Location phone number

   • Location address

   • Policies

4. What actions and tasks the patient can complete on the hub:

   • Confirm, request to cancel/reschedule, check-in

   • Preps, forms, etc.

Creating appointment journeys

An appointment journey consists of one or more automated touchpoints, triggered by the appointment's location, provider, and/or reason.

Appointment journeys enable you to create highly customized experiences for patients, ensuring they receive just the right information at just the right time.

For example, you could create a journey for new patients that includes a new patient intake form in their pre-appointment touchpoints and a follow-up satisfaction survey with a prompt to rebook in a post-appointment touchpoint.

Or, for patients with mental health appointments, you could configure pre-appointment touchpoints that include mental health questionnaires (e.g., PHQ-9, GAD-7), and post-appointment touchpoints that include follow-up questions about their symptoms and progress.

The possibilities are endless!

By default, patients are enrolled in a base (i.e., default) journey for your clinic unless their appointment location, provider, and/or reason triggers another journey.

For more information about appointment journeys and automated touchpoints visit the Appointment Journeys section.