A guide on how to edit the templates used for automated reactivation reminders, which are sent to patients who haven't visited in a while, to encourage them to return.
✨ When You Need This Guide
This guide is your go-to resource when you need to change the content of your automated "we miss you" messages. Use this if you want to:
Change the message sent to patients to encourage them to return to the practice.
Find and edit your reactivation reminder templates.
Update the wording or add a special offer to your reactivation messages.
Create a new version of your reactivation reminder to test its effectiveness.
You'll Need:
Administrator access to edit templates and automation settings.
✅ How to Edit Your Current Reactivation Template
This is the best option if you just want to make a change to the reactivation message that is currently being sent.
Step 1: Find Your Active Template Name
Before you can edit the right template, you need to know which one your system is using.
Go to the Gear Icon (⚙️) > Automation.
Look at the "Reactivation Reminders" section. Note the name of the template listed in the dropdown menu. This is the template you need to edit.
Step 2: Edit the Template
Now go to the Gear Icon (⚙️) > Show Templates.
Find and click on the template name you identified in the previous step (e.g., Reactivation Reminder).
Make any changes you want to the message body.
Pro Tip: To personalize your message, use the Replacement Strings dropdowns below the message box. Select fields like ~Contact.FirstName~ and click Insert to add them to your message.
Click SAVE. Your changes are now live and will be used for all future reactivation reminders.
✅ How to Create and Use a New Reactivation Template
Creating a new template is useful if you want to test different messages or create a special offer.
Step 1: Copy the Existing Template
Go to Gear Icon (⚙️) > Show Templates.
Click on the template you want to use as a base (e.g., Reactivation Reminder).
Click the blue COPY button. This will create a new template, usually named Reactivation Reminder COPY.
Step 2: Edit Your New Template
Click on the newly created "COPY" template to open it.
Important: Change the Template Name at the top to something memorable (e.g., Reactivation with 10% Offer).
Make your desired changes to the message body and click SAVE.
Step 3: Activate Your New Template
Your new template is saved, but it won't be used until you tell the system to use it.
Go back to Gear Icon (⚙️) > Automation.
In the "Reactivation Reminders" section, click the dropdown menu.
Select your newly named template from the list. The system will now use this new template for all future reactivation reminders.
💡 Common Questions
What You Might Notice | Why It's Happening | What to Do |
I edited a template, but I know the old message was still sent. | You likely edited a template that is not the one currently selected to be active in your Automation settings. | Go to Gear Icon > Automation and check the exact name of the template being used for Reactivation Reminders. Then go to Gear Icon > Show Templates and make sure you are editing the template with that exact name. |
I can't find the Reactivation Reminder settings. | You likely have Reactivations set up as Campaigns instead of Automation. | Head to Campaigns > Show Campaigns. Your Reactivations will likely be located here. See our Reactivation Campaign guide for more details. |
When are these reminders sent? | The timing for Reactivation Reminders is set on the main Automation page. It's based on how long it has been since a patient's last completed appointment. | Go to Gear Icon > Automation. In the "Reactivation Reminders" section, you can set the number of months (e.g., 6 months) after a patient's last visit to trigger the reminder. |
🎉 You'll Know It's Working When:
Patients who meet the reactivation criteria begin to receive messages with your new, updated wording.
When you navigate to the Automation page, you see your desired template selected in the dropdown menu.
💬 Need Help? We're Here!
If you have other questions about managing your reactivation templates, our support team is ready to help. Contact us at 800-563-0469 or support@getaloha.com.
📚 Related Articles
How to Edit or Create Appointment Reminder Templates - A similar guide for your general appointment reminders.
Reactivation Campaign - A guide for setting up custom Reactivations through Campaigns.
How to set up Automated Reactivation Reminders - A guide on setting up Reactivation Reminders under Automation.