Catch callers who drop off before finishing their appointment booking with Charlie AI. Follow this step-by-step guide to activate and tailor your automated follow-up messages inside ALOHA® to recover missed scheduling opportunities.
✨ When You Need This Guide
You will find this guide helpful if:
A caller hangs up or drops off before finishing their appointment scheduling.
You want to automatically re-engage lost callers without placing extra manual work on your front desk.
You need to turn on or customize the automated text and email follow-up steps for Charlie AI.
What This Covers (And What It Doesn't)
✅ How to find, turn on, and personalize the Charlie Missed Call campaign steps and templates.
❌ How to enable Charlie AI to take your phone calls.
Prerequisites / You'll Need
An active account with Charlie AI enabled.
✅ How to Enable and Customize Your Missed Call Follow-Up
Follow these step-by-step instructions to turn on your automated missed call campaign and personalize your follow-up sequence:
Navigate to your campaigns: Log in to the legacy app (app.reviewwave.com), click Campaigns, then click Show Campaigns.
Open the missed call campaign: Locate the campaign named Charlie Missed Call Text from your search results and click it to open its settings.
Turn on the campaign: Find the toggle next to Enabled and flip the toggle switch to ON (a blue checkmark will appear).
Review the default text: Click on the default text step in your campaign sequence to open its settings.
Open the template editor: Click the blue Edit Template text to open the template editor and review or update the verbiage.
Save your template changes: Make sure to click Save when you are finished making changes in the editor.
Set up audience timing: In the When section, the default setting is to send the text immediately (0 Day(s)) after a call ends to Any Contact/Patient. If you prefer, you can set up separate texts for New Patients versus Existing Patients.
Save your campaign step: Click Save Campaign Step to lock in your timing and message choices.
Additional steps (optional): If you want to send different messages to existing patients than new patients, click + Add Step to build the separate step:
Create the new text template: In the Action step section, click Send a Text Message and select -add a new text message- from the dropdown to create and write your new template.
Select your new template and target audience: Click the drop-down menu inside the step setup to select your newly created text template, and make sure to configure the When settings for the specific type of patient that message should go to.
Save the entire campaign: Click Save Campaign to officially launch your automated missed call follow-up message sequence.
💡 Common Questions
What You Might Notice | Why It's Happening | What to Do |
A caller hung up early, but no follow-up message went out. | The campaign switch might be toggled off. | Verify that the campaign toggle switch is turned ON. |
You want to send different messages to new vs. existing patients. | The default campaign setting sends one text to all contacts immediately after a dropped call. | In the campaign step When settings, adjust the target audience to separate New Patients and Existing Patients, or click + Add Step and Add a new text message to create a dedicated template for the other patient type. |
🎉 You'll Know It's Working When
Callers who disconnect mid-call instantly receive an automated text inviting them to finish scheduling.
Your front desk team spends less time manually calling back dropped calls while recovering more bookings.
💬 Need Help? We're Here!
If you have any questions or need help setting up your campaign, our support team is happy to assist you!
📞 Phone: 800-563-0469
✉️ Email: support@getaloha.com