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Common trigger and filter misconfigurations

Common trigger and filter misconfigurations

Having issues with a trigger? Here's the top setting mishaps that might cause trouble.

Written by Monique Clark

Updated today

Make sure you check out our trigger troubleshooting article in addition to this one, as it explains how things go wrong with triggers, and how to identify the culprit.

Trigger misconfigurations typically happen in one of these two places:

Your trigger type
Your trigger filters

Trigger type issues

Before the appointment	If you ticked the is this a reminder? checkbox, this will only fire if the patient has enabled email reminders in their Cliniko communication preferences. New patients typically haven't set this yet, so we only recommend activating this setting for returning patient visits.
After the appointment	If you ticked the is this a recall? checkbox, this will only fire if the patient not scheduled or attended another appointment since the one that was set to trigger this email.
After an appointment is created	If you ticked the is this a confirmation? checkbox, this will only fire if the patient has enabled email confirmation in their Cliniko communication preferences. New patients typically haven't set this yet, so we only recommend activating this setting for returning patient visits.
After an appointment is cancelled	If you ticked the is this a recall? checkbox, this will only fire if the patient not scheduled or attended another appointment since the one that was set to trigger this email.
After an appointment is marked DNA	If you ticked the is this a recall? checkbox, this will only fire if the patient not scheduled or attended another appointment since the one that was set to trigger this email.
After an invoice is created	No common issues with this trigger type.
After an invoice has been paid	No common issues with this trigger type.
After a medical alert is added to a patient file	If you remove the medical alert before the email has a chance to send to the patient, it won't send as we'll re-check the medical alert is still in their file before we send the email.
When a patient has a certain number of appointments	If you selected over a set period of time - be sure to check your timing. E.g if you set 1 day - then this trigger is only going to send if a patient attends your chosen count of appointments in a single day.

Trigger filter issues

Business	Did you target the right business(es)? If you've added or removed businesses since you last edited this trigger, you may need to review your selections.
Sex 🚨Super common issue!	Have you applied a sex filter? We suggest you don't. Because it's really common that patients have no Sex set in their patient file. As such, patients who don't have their sex set, will not receive this. We recommend leaving it blank always, unless you are 100% sure what you're doing.
Appointment Category ~or~ Appointment Type	Did you target all of the categories and/or types you need for this trigger? Remember, only use filters when narrowing down your audience. Leave them blank if you don't need to target a defined list of types/categories.
Appointment Count 🚨Super common issue!	Are you using an appointment count filter to target a patient's first appointment? If the trigger is meant to send before their first appointment, you must set the count to exactly 0 - as this count is based on this past appointments! So if you're wanting to send an email before they attend appointment #1, then the appointment count should be 0 - as they have not attended an appointment before. Additionally, if the trigger is meant to send after their first appointment, then you would select exactly 1.

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