Introduction
Got questions? View the FAQ’s section at the bottom of this article!
Reactivation messages are a type of Automated Message. This article only covers the unique conditions for Reactivation Messages. For information on creating, customizing, and troubleshooting Automated Messages (Including Reactivation Messages), refer to the Automated Messages Master Article.
Reactivation messages allow your office to send a reactivation link or message to follow up with clients who haven't visited your office according to your custom time frame.
This article walks you through every setting and feature to get the most out of the Reactivation Messages function. Access the Reactivation Messages Page by clicking the “Automated Messages > Reactivation Messages” tab on the blue sidebar.
Add Active Appointment Types
When setting up reactivation messages, it’s important to select all appointment types that an active patient might be scheduled for.
When the reactivation automation runs, it will:
Look for patients whose last completed appointment was one of the selected appointment types.
Check how many days have passed since that last appointment (based on the timeframe you configure).
Verify whether the patient already has a future appointment scheduled for any of those same appointment types.
If:
The patient’s last visit matches one of the selected appointment types,
The specified number of days has passed since that visit, and
The patient does not currently have a future appointment of one of those types scheduled,
then the system will send the reactivation message.
Because of this logic, you should include any appointment type that qualifies a patient as “active” to ensure eligible patients are correctly evaluated for reactivation.
Warning: If your office has multiple doctors, make sure the correct appointment type is selected under the right doctor.
Edit Message Send Time
Set the number of days after the patient's last appointment you wish to send the reactivation message. Then, select the time of day you wish for the reactivation message to be sent to the patients.
Compose Messages (SMS/MMS, Email, Push)
Utilize SKED’s message composer to write messages through SMS, Email, and Push/App notifications. You can insert custom data (using Placeholders) to personalize your messages. Learn more here.
FAQS
Why did a patient who visited recently receive a reactivation reminder?
SKED only looks at the appointment types in the right-hand column when determining whether or not a patient has been into the office, so if a patient has been in for an appointment type that is not selected, they will receive the message.
What appointment types should be selected for reactivation messages?
Any appointment types that would be considered active. Most offices put all appointment types except their New Patient and Report of Finding/Day 2 appointment types.
Once enabled, will these messages go out to everyone who hasn’t been in more than these date ranges?
No. Our reactivation messages will only deploy when a patient has reached the exact number of days. For example, if a 30-day reactivation campaign is enabled today, a patient who was in 31 days ago will not get it.
What are the recommended frequencies for reactivation messages?
Every office can customize it to their liking, but SKED recommends having a two-week, 30-day, 45-day, 60-day, six-month, and one-year period.
What is “No Future Scheduled Appointments”?
This is a great way to reactivate active patients! If the patient has no appointments scheduled, it’s set up to send a push notification the day after their last visit. Since they open the app, the chances of them scheduling an appointment are much higher!
Can I opt a patient out of reactivation messages only?
At this time, there is no way to do this. The office can disable all appointment reminders, but they would not receive notifications for any appointment scheduled. The office can also schedule an appointment anytime in the future to stop them from going out.
Do reactivation messages go out to inactive clients?
Only if you wish to include them! When setting up the message, check the box for “Send to inactive clients?”
Can I send a mass reactivation message to multiple clients?
Our reactivation feature does not support sending mass reactivation messages, but if the office sets up multiple messages at different intervals, it relieves the office from ever needing to send one!