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Send information about a PRODUCT or BILLABLE ITEM they've been invoiced
Send information about a PRODUCT or BILLABLE ITEM they've been invoiced

Set a trigger to send emails or SMS after an invoice is created

Updated over a week ago

Invoice-based triggers are super helpful for anyone who wants to send patients/clients an email when they purchase a product, or receive a specific treatment that is set up as a billable item in Cliniko.

For example, you could send:

  1. Instructions on how to use a product (bonus tip: include a video!)

  2. Follow up emails if they've received a specific type of treatment that is not a Cliniko 'treatment type' - i.e. an injection or some other additional service they received in an appointment.

  3. Aftercare instructions for surgeries.

Here's how to set up a invoice-based follow ups in Peptalkr, noting that the steps described here are for the email version, but the process is very similar for SMS recalls.

Please note that Peptalkr cannot attach actual invoices or include financial information in emails. Our emails are intended to be used as a way to enhance the experience of the recipient. Cliniko will handle the sending of the invoice to the patient per these instructions in the Cliniko help centre.

1. Create a Transactional email template:

Begin by crafting a dedicated email template for your Cancellation recalls. In Peptalkr, navigate to the 'Send Email' tab and choose 'Transactional'.

Design your email to be a friendly, personal reminder to encourage them to take action and reschedule.

2. Navigate to the 'Triggers' Tab:

For email recalls, head to the 'Triggers' tab within Peptalkr.

If setting up an SMS recall instead, you would go to the 'Send SMS' tab.

Create a New Trigger:

Click on the purple + button in the top right of the screen and proceed with the following steps, tailoring each part to suit DNA recalls

Step One: Name & Kind:

  • Give your trigger a descriptive name, e.g., 'Neck Pillow Instruction Video'

  • Select 'Automated recurring' as these emails send themselves.

Step Two: Marketing or non-marketing:

  • Invoice related emails may be considered non-marketing, but please use your discretion to ensure you are following the applicable privacy laws in your region. If you prefer only those opted in for marketing receive it, you can select 'marketing'.

Step Three: When should it send?:

  • From the available triggering events, select either:

    • 'When an invoice is created'

    • 'When an invoice is paid'

  • Decide how long after the above triggering event the email should be sent.

Step Four: Filters to apply:

  • Now you can select which 'Products' or 'Billable Items' this email applies to. We suggest selecting just one product or billable item per email.

If you are selecting multiple products or billable items, ensure that you read this article about filtering. It explains how your selections are treated as either 'AND' or 'OR' depending on how you combine them.

Step Five: Frequency:

  • Select 'once ever' to ensure they'll receive this email only the first time this item appears on their invoice. Or select 'Every time the conditions are met' if you prefer each and every time.

Step Six: Select your template:

  • Select the transactional email template you created in step 1.

  • If sending an SMS you'd simply write in what you want the SMS to say. Use the personalisation dropdown to insert data specific to the patient.

πŸ‘‰ If you can't see your template in your dropdown you may not have pressed the 'Finish' button in the email builder. f this happens, just select any available template and continue, you can edit it and set the correct template before you turn it on. Then navigate back to the email builder and ensuring you hit the 'Finish' button on your draft template.

Step Seven: Summary:

  • Review all details of your trigger. Once satisfied, press finish to create the trigger. It will be turned off by default.

Step Eight: Summary and Activation:

  • Test your email by pressing the email icon.

  • If everything looks good, press the switch to turn it on.

3. Monitor and improve

Over time, monitor the performance of your follow up emails (open rates, click rates etc.) Then adjust as necessary to improve your performance.

πŸ’‘ Remember, the key to a successful follow up email is to be clear, helpful and add value to the recipients experience.

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