A message sequence is a series of texts, emails, and call notifications that can be scheduled out however you'd like.
I have a Default sequence premade for every Follow Up and Lead Up category (Auto follow up, appointment reminders, and the New Patient Tracker).
You can edit my pre-made messages but when you're confident in your Desk skills, take it to the next level by creating custom sequences!
Turning Sequences Off and On
Before clicking into it, let's go over the two different toggles on both sides of every sequence title, using Default Pending (a follow up sequence) as an example:
The toggle on the left allows you to turn the sequence on and off, giving you the ability to inactivate the sequence and disallow its use at any time.
If a patient is in the middle of that sequence when you toggle it off, they will not get any other messages until you turn it back on again.
On the right, you have the "Do not auto stop" toggle. Here is how it works:
Off - Sequence automatically stops if a patient replies to a message, as well as if a patient schedules an appointment during the sequence.
On - Sequence keeps going regardless of patients scheduling an appointment or replying to a message. The only way to stop it is by manually removing the patient from follow-up.
Editing Sequences
When you open any message sequence (Default or otherwise), these are the components that you can edit:
Add Content - Click on this button to add another step into the sequence. You can choose to add an Email, Text Message, or Call notification
Day Delay - For each message/call notification, you choose the delay between the day you put the patient into the sequence and when that message or call notification to the team is sent.
Time - For Texts and Emails, you can choose the time of day that the message is sent out (In your local timezone).
Message Content - Edit the wording of any message in a sequence.
Drag & Drop - These are merge fields that you can add to the sequence by dragging and dropping them in. When added in, the content that is filled in will be specific to each patient based on the information that I find in your Practice Management System.
Language - We have a Default English and Spanish sequence built out for each category. Click the language toggle to view the Spanish variant.
Adult vs. Child - In many cases, I will be reaching out to a responsible party rather than the patient. You can find the content of those messages by clicking on Child. Make sure any edits you make are applied to both the Adult AND Child sequences!