Learn how to automate your "we miss you" messages to bring inactive patients back to your practice. This guide covers turning on automated reactivations, setting the timing, and editing the message templates.
✨ When You Need This Guide
This guide is your go-to resource for managing the automated messages sent to patients who haven't visited in a while. Use this guide if you want to:
Automate your reactivations: Set up the system to automatically text or email patients who have been inactive for a specific time (e.g., 6 months).
Update your message: Change the wording of your current "we miss you" text to sound more personal.
Change the timing: Adjust how long ALOHA® waits before sending a reminder.
Test a new offer: Create a new template with a special discount to see if it brings more patients back.
What This Covers (And What It Doesn't)
✅ Setting up the timing for automated reactivation reminders.
✅ Editing the text and content of your reactivation templates.
❌ Setting up Reactivation Campaigns or Sending One-Time Reactivations.
You'll Need:
Administrator access to your account.
Access to the Automation and Show Templates pages.
✅ Step 1: Prepare Your Templates
✅ Step 1: Prepare Your Templates
Before you set up the automation logic, you need to make sure your messages are written and ready.
To Edit an Existing Template:
Go to the Gear Icon (⚙️) and select Show Templates.
Click on an existing template (e.g., "Reactivation Reminder").
Type your new message in the body box.
Pro Tip: Personalize it! Use the "Replacement Strings" dropdown to add fields like ~Contact.FirstName~.
Click SAVE.
To Create Multiple Versions (For Sequences): If you want to send different messages at different times (like a polite check-in at 1 month and a discount at 4 months), you'll need separate templates.
In Show Templates, open a template you want to use as a base.
Click the blue COPY button underneath the message box. This creates a duplicate.
Rename the new template so it is easy to find later (e.g., "Reactivation - 4 Month Offer").
Edit the text to match your new strategy and click SAVE.
Repeat this for as many versions as you need.
✅ Step 2: Set Up the Automation
✅ Step 2: Set Up the Automation
Now that your messages are ready, you can tell ALOHA® exactly when and to whom they should be sent.
Go to Automation: Click the Gear Icon (⚙️) in the top-right corner and select Automation.
Find Reactivation Reminders: Scroll to the section labeled "Reactivation Reminders."
Configure the First Reminder:
Last Appointment: How far back should ALOHA look? (e.g., 1 year).
Reactivation Limit: Limit the number of reactivations ALOHA can send in a week.
Type(s) to limit who gets this message.
Send Email/SMS: Select the specific template you created for this stage (e.g., "Reactivation - 1 Month").
Inactive For: Set the inactivity duration (e.g., 1 month).
Repeat Every: Choose how often it sends the same message (e.g., every 2 months).
Target: Leave as empty for "All" or select specific Provider(s) or Appointment(s).
Add Additional Reminders (optional): If you want to send additional reminders with different messages, click the blue Add Reactivation Reminder button.
Customize the settings for your additional steps until you are happy with your sequence.
Activate your Reactivations: Turn the Automate Reactivations toggle ON (blue checkmark).
Save: Click Save Reminders to lock in your changes
💡 Common Questions
💡 Common Questions
What You Might Notice | Why It's Happening | What to Do |
I edited a template, but patients are still getting the old message. | You likely edited a template that is not the one currently linked in your Automation settings. | Go to Gear Icon > Automation to check the exact name of the template being used. Then, swap it with your preferred template. |
I see reactivations going to a past provider's patients. Why is that? | The patients still match the criteria you have set up. | Return to Gear Icon > Automation. In the Providers field, add your Active Providers. Then, click Save Reminders. |
Messages aren't sending at all. | The automation might be turned off, or the "Save" button wasn't clicked after setup. | Return to Gear Icon > Automation. Ensure the settings look correct and click Save Reactivations again to be sure. |
🎉 You'll Know It's Working When
🎉 You'll Know It's Working When
You see multiple reminder lines in the Reactivation Reminders list on the Automation page.
Each reminder has its own specific inactivity timeline and assigned template.
Patients begin receiving the correct message based on how long it has been since their last visit.
Targeted messages (e.g., for a specific provider) are only sent to patients who saw that provider.
💬 Need Help? We're Here!
💬 Need Help? We're Here!
If you’re unsure how to configure your settings or if reminders aren’t sending as expected, we’re happy to help.
Phone: 800-563-0469
Email: support@getaloha.com