Transactional email simply means important emails that automatically send to patients whether they are 'subscribed' to marketing or not.

From the moment you are onboarded, there are 8 kinds of transactional email you can send right away:

  1. Appointment Confirmations

  2. Appointment Reminders

  3. First Appointment Preparation

  4. First Appointment Follow Up

  5. Report of Findings Follow Up

  6. Post Appointment Survey

  7. Cancelled Appointment Recalls

  8. Did Not Arrive Recalls

We've done most of the work for you but you'll probably want to check out a few thing first - the subject line, sender name, email content and logo - before switching them on. The button below will tell you how to view and edit your transactional emails.

It is possible to have more transactional emails (for example, different emails for different appointment types or categories). However, you will need to contact support to discuss your needs so that we can make them available in your account.

Keep reading to find out what each of the 8 default emails are, when they send, and who get get sent to. Transactional emails send regardless of whether the patient booked online, or you added an appointment manually to the diary.

Appointment confirmations

Replaces the standard Cliniko email appointment confirmations with a beautifully designed HTML confirmation you can customise with buttons, images, videos, your logo and much more.

When we send them:

Every 5 minuts we check for newly created appointments and send a confirmation.

Example of the appointment confirmation email:

Appointment reminders

Replaces the standard Cliniko email appointment reminders with a beautifully designed HTML confirmation you can customise with buttons, images, videos your logo and much more.

When we send them:

Every 5 minutes we look for all appointments happening in 24 hours and send a reminder. So your reminders will arrive about 24 hours before the patients appointment.

First appointment preparation

A pre-appointment email that that sends to those coming in for a first appointment.

When we send them:

Every day at 1pm (in whatever timezone your Cliniko account is set) we send this email to all patients with appointments 2 days from then where the appointment type contains the word 'first' or 'initial' OR where appointment category contains 'initial'.

If a patient books an appointment last minute (less than 2 days before the scheduled appointment time) - they will receive the prep email within 5 minutes of making the booking.

Example of the appointment prep email:

First appointment follow up

A post-appointment email that that sends after a patient's first apointment.

When we send them:

Every hour we send this email to all appointments in the last hour that have been marked as 'arrived' OR not marked anything (only a Did Not Arrive or Cancellation will stop this email from sending) in Cliniko where the appointment type OR category contains the word 'first' or 'initial'.

Example of the first appointment follow up email:

Report of findings follow up

A post-appointment email that that sends after a patient's ROF (report of findings) appointment.

When we send them:

Every hour we send this email to all appointments in the last hour that have been marked as 'arrived' OR not marked anything (only a Did Not Arrive or Cancellation will stop this email from sending) in Cliniko where the appointment type OR category contains the word 'ROF' or 'Report of Findings'.

Post appointment survey

An email that contains a link for the patient to leave feedback on their recent visit.

When we send them:

Two days after a patients appointment at 10am (in your Cliniko settings timezone). This sends to all patients - new or existing.

Example of the post appointment survey email:

Did not arrive recalls

A recall email that sends to anyone who was marked 'Did Not Arrive'.

When we send them:

Every hour we send this email to all appointments that have been marked as 'did not arrive' in Cliniko.

Example of the DNA recall email:

Cancellation recalls

A recall email that sends to anyone who did not arrive for their appointment.

When we send them:

Three days after a patients cancelled appointment, we send this email at 10am (in your Cliniko settings timezone) if the patient has not got an upcoming appointment. However, we do not email anyone whose Cancellation reason code is: "10 Feeling better" as they presumably do not need to rebook.

Cancellation Reason Codes:

10 Feeling better

20 Condition worse

30 Sick

40 Away

50 Other

60 Work

Example of the cancelled appointment recall email:

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