Reviewing Activity & Troubleshooting
If a patient did not receive an expected message, reviewing their campaign activity can help identify the issue.
Viewing Campaign Activity for a Patient
Open the patient profile
Locate the campaigns section
Click the clock (audit log) icon
Review message history and timing
Common Reasons a Message Did Not Send
The campaign is not enabled
The patient was never enrolled
The delay criteria have not yet been met
The scheduled send time has not occurred
The patient was enrolled after the trigger event
For example, if a campaign is set to send messages at 7 PM, a patient enrolled earlier in the day will not receive the message until that scheduled time.
Frequently Asked Questions
Can I bulk-enroll patients into a drip campaign?
There is currently no way to bulk-enroll patients directly in SKED Admin.
However, you can export a CSV file containing client IDs from your EHR and send it to the Support team. Our team can help you enroll patients in bulk.
How do I enable a campaign?
To enable a drip campaign:
Navigate to the Drip Campaigns page
Click on the campaign name
Check the Enabled box in the top-right corner
Click Save
What if an appointment gets canceled or rescheduled?
Only arrived appointments count towards the trigger appointment type and the appointment types.
How do delays work?
Delays (or âwaitâ steps) determine when the next message is sent based on the previous step, not the original trigger.
Delays can be based on:
A number of days
A number of appointments
Or a combination of both
Example:
If you want a 12-message campaign to send after each visit, you would set each delay to 1 appointment. Each message will be sent after the patient completes their next appointment.
How do I opt a patient out of a drip campaign?
To opt a patient out:
Go to the patientâs profile
Scroll to the Drip Campaigns section
Click the three-dot menu next to the campaign
Select Pause or Unenroll
Will a patient get re-enrolled if they have another appointment type that is a trigger?
No. If a patient has already been enrolled in a drip campaignâwhether it is currently active or has already completed itâthey will not be automatically re-enrolled by the same campaign trigger.
How can I see how many patients are in a campaign?
On the Drip Campaigns page, you will see columns that show the number of patients who are:
Active
Enrolled
Completed
What is the difference between Active and Enrolled?
Active: Patients who are currently progressing through the campaign and receiving messages
Enrolled: Patients who have been added to the campaign but may be paused or opted out
Can I use drip campaigns for milestone celebrations?
Yes, drip campaigns can be used for milestone-based messaging.
However, enrollment only applies to patients after the campaign is active. The system does not currently support retroactive enrollment based on past activity.
How do I enroll a patient if they missed the trigger?
You can manually enroll them:
Go to the patientâs profile
Click the + (Add) icon in the Drip Campaign section
Select the campaign and starting step
What happens if I add a step to a drip campaign?
When a new step is added:
Patients who have already passed that point will not receive the new message
Patients currently at that step will be moved into the new step
If the delay criteria for that new step have already been met, the message may be sent immediately, and the patient will continue to the next step.
Example:
If you insert a new Step 4:
Patients already past Step 4 â will not receive it
Patients currently in that step â move into the new Step 4 and continue based on its delay settings