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Transactional (smart) emails
Transactional (smart) emails

Automatic emails your patients can't unsubscribe from - such as appointment confirmations and some recall types.

Monique Clark avatar
Written by Monique Clark
Updated over a week ago

Transactional (smart) emails simply mean important emails that are automatically sent to patients whether they are 'subscribed' to marketing or not.

What is a transactional email?

A transactional email is a form of email communication with your patients. It is connected to your entire Cliniko database. Because it is completely connected with your Cliniko account the transactional emails can be sent to your patients through interactions within Cliniko. These interactions can be as specific or as broad as you desire. Transactional emails can be sent to ANYONE in your Cliniko database EVEN if they have not opted in for marketing emails. This is because Transactional Emails are sent based on the patient's interactions with your business.

🚫 Transactional emails are NOT marketing emails or automated journeys!!! These emails are only sent to those on your marketing list.🚫

What needs to be set up for transactional (smart) emails to work?

Well, when setting up a transactional email on your end you need to have 2 parts:

  1. Email Template - This is the email that will send to the patient.

  2. Trigger - This is what tells Peptalkr to send the email template.

They go hand in hand 🀝

To send a transactional (smart) email you NEED to have an email template, but you cannot send an email template WITHOUT a trigger.

What do you mean emails can be sent to patients through interactions in Cliniko?

Transactional (smart) emails are smart because once they are set up in Peptalkr you can go about your daily tasks and not have to manually write or send emails yourself. Daily interaction email triggers in Cliniko include:

  • Making a new booking

    • You can specifically target new patients using filters

    • You can send a new patient Intake form

  • Making a new booking

    • Any information they need to know about their upcoming appointment

    • If it is a Telehealth appointment, you can send an email with all information regarding that (Telehealth link)

  • Cancelling a booking

    • You can send an email to confirm their cancellation and to see if they need to book another appointment

  • When a medical alert is added to a patients file

    • Specific follow-up information regarding what was discussed in the patient's appointment

  • When a patient is marked as DNA

    • An email can be sent to see if the patient needs to rebook an appointment and possibly to inform them of your cancellation fee.

  • When an invoice for a product is created OR when an invoice is paid

    • Send an email with additional information about the purchased product

  • Feedback forms after patients appointment

    • Send an email with a Feedback Form that can also be linked to your Google reviews.

Transactional (smart) emails are not limited to your daily tasks, they can also be triggered by existing patient data. This includes:

  • Before an appointment

    • You can send the patient information about their upcoming appointment that they need to know or prepare for the appointment

  • When a certain number of appointments have been reached

    • You can share information explicitly needed after a certain number of appointments.

  • Time since the last appointment

    • A recall email can be sent

  • Follow-up email after an appointment

    • You can set a series of emails regarding the patient's last appointment

For every one of these situations, you will create an email template customised with all of the information pertaining to the reason the email is sent. Once you have created that email template, you can set up the trigger to have the email sent accordingly and on a schedule of your choosing.

Once you know what transactional email you want to send and you have set up an Email Template, you will need to set the Trigger for the email to be turned on.

Step 3 in the trigger builder is where you can filter when and why the email is sent. This includes; before or after an appointment, after an appointment is created, after an appointment is cancelled, after an appointment is marked DNA, after an invoice is created, after an invoice has been paid, after a medical alert is added to a patients file, when a patient has a certain number of appointments. The filters page looks like this:

In the next step (step 4), you will be able to target specifically who will get the email. This is where you filter which practitioner, appointment type, appointment category, sex, appointment count, medical alert and where you can decide if it's a new patient/patient who has had 0 appointments. This step looks like this:

For more information on the trigger set-up, visit this article here πŸ‘‰πŸ» Triggers.

If you have further questions, let us know and we will be able to get you started with your transactional emails!

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