Hey 👋

In this article we will show you how to send new patients an email or SMS before their first appointment as well as a follow up after their first appointment. This video will explain how to set up the transactional email triggers for both of these triggers and further down we will have a step-by-step guide.


New Patient - Email or SMS BEFORE the first appointment

☝️ Set up a transactional (smart) email template (for SMS set up skip to set the trigger)

Click here for a full explanation on Transactional (smart) emails.

To set up your email, go to send email, click on 'transactional' and select 'create an email'. Fill out the sections with the correct information.

  1. Name this email - Use a name that appropriately describes this email.

    e.g New Patient Onboarding.

  2. Write a subject line - This can be the same name as above or you can make it more appealing for the patient as this is what they will see in their inbox. Here you can also add email variables. You can also add emojis as well by right-clicking in the text box and selecting 'emoji & symbols'.


    e.g Hi [patientfirstname], here's an email with some important information regarding your appointment at [businessname]

  3. Who is it from? - You will need to insert who this email will be coming from. To fill out this section you will need to add the name of the sender in the left box and then the name that will appear at the front of the email in the second box. You can use personalised variables in these sections. From the drop-down menu you will select which domain it will be sent from. It is ideal to send these from your own domain. If you have not set this up yet, read this 👉🏻article👈🏻. If you need to use our domain name, you will want to use a different reply-to address by clicking the link and inserting your email.

  4. Add recipients to a list - Add to a list is not required in this scenario so select 'do not add to a list'.

  5. Build your email - Once you select this you will see templates and existing emails. You can use an existing template as a starting point and then edit the content to suit the email you are creating. In this email, you will want to include any information the New Patient will need. It may include your intake form and other important information. Here's some more information on how to build your email

When you have finished with the email builder it will take you back to the create smart email page and you can select 'finish'.

🚨 IGNORE the pop up that says 'Ready to start triggering', Peptalkr does everything automatically for you. This message will disappear as soon as you trigger your first email.🚨

Now you are ready to set up the trigger for this email!


✌️Set the trigger (you can also start here if you are sending an SMS as well)

If creating an email trigger: Go to Triggers and click the + button in the top right.

If creating an SMS: Go to Send SMS and click the + button in the top right.

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Here is the 7 step process to follow:

1 - Name this trigger - You will call this trigger something that describes the reason this trigger is set.

💡EXAMPLE💡 New Patient Onboarding

'Select 'Automated recurring' to ensure this will send every time the trigger conditions are met. Click 'next'

2 - Is this a Marketing message? - No. This is not a marketing message. This message is being sent due to a patient's interaction with your business and is not intended for marketing purposes. If you believe it may be considered a marketing message and you were to select 'Yes', this email will only send to those that have opted in to receive marketing emails. Click 'next'.

3 - When should this be sent? - Here you will select 'After an appointment is created'. You can select the exact time that this will happen by using the drop-down box. Keep 'is this a confirmation?' selected. Click 'next'.

4 - Who should receive it? - Here you will have the options as to what filters can be set. What you choose here would depend on how you have your patients in Cliniko set up. Watch the video at the top of this article for a deeper explanation.

If you have appointment types that contain unique wording for new patients such as 'initial' or 'new' you will be able to target these patients by using the 'Appointment Type' filter on this page. For example - you could search 'initial' and/or 'new' and select all the appointment types that correspond to your target patients.

However, if you do not use unique appointment types for new patients, you can instead use the 'Appointment count' filter in this step. Here you will use the drop-down box to select 'exactly' and then enter the number '0' in the box next to that. This will send to those who have made an appointment but have not yet visited your business as the appointment count only increases after a patient's visit. Click 'next'.

5 - How often should they receive it? - Here you can select 'Once ever' as you only want them to receive this email once before their first appointment. Select 'next'.

6 - Which template should it send? - In this drop-down box you will need to select the transactional email template you set up earlier. Select 'next'.

📱IF SENDING AN SMS: Step 6 is slightly different if you are sending an SMS. Instead of assigning a template, you are just writing in what you want your SMS to say during this step.

7 - Summary - Make sure all of the information is correct and select 'finish'.

🎉 Congratulations! Your trigger is now set up. When you are ready you will just need to change the status of the trigger to 'ON' by finding the trigger in your list and clicking 'OFF' until it turns green and says 'ON'.


New Patient - Email or SMS AFTER the first appointment

☝️ Set up a transactional (smart) email template (for SMS set up skip to Set the trigger)

Click here for a full explanation on Transactional (smart) emails

To set up your email, go to send email, click on 'transactional' and select 'create an email'. Fill out the sections with the correct information.

  1. Name this email - Use a name that appropriately describes this email.

    e.g New Patient Follow up.

  2. Write a subject line - This can be the same name as above or you can make it more appealing for the patient as this is what they will see in their inbox. Here you can also add email variables. You can also add emojis as well by right-clicking in the text box and selecting 'emoji & symbols'.

    e.g Hi [patientfirstname], thank you for visiting [practionersname]. Here is some information regarding your appointment.

  3. Who is it from? - You will need to insert who this email will be coming from. To fill out this section you will need to add the name of the sender in the left box and then the name that will appear at the front of the email in the second box. You can use personalised variables in these sections. From the drop-down menu you will select which domain it will be sent from. It is ideal to send these from your own domain. If you have not set this up yet, read this 👉🏻article👈🏻. If you need to use our domain name, you will want to use a different reply-to address by clicking the link and inserting your email.

  4. Add recipients to a list - Add to a list is not required in this scenario so select 'do not add to a list'.

  5. Build your email - Once you select this you will see templates and existing emails. You can use one of these by editing the content to suit the email you are creating. In this email, you will want to include any information regarding their first appointment and any action they need to take now. Here's some more information on how to build your email.

When you have finished with the email builder it will take you back to the create smart email page and you can select 'finish'.

🚨 IGNORE the pop up that says 'Ready to start triggering', Peptalkr does everything automatically for you. This message will disappear as soon as you trigger your first email.🚨

Now you are ready to set up the trigger for this email!!

✌️Set the trigger (you can also start here if you are sending an SMS as well)

If creating an email trigger: Go to Triggers and click the + button in the top right.

If creating an SMS: Go to Send SMS and click the + button in the top right.

Here is the 7 step process to fill out:

1 - Name this trigger - You will call this trigger something that describes the reason this trigger is set.

💡EXAMPLE💡 New Patient Follow up

'Select 'Automated recurring' to ensure this will send every time the trigger conditions are met. Click 'next'

2 - Is this a Marketing message? - No. This is not a marketing message. This message is being sent due to a patient's interaction with your business and is not intended for marketing purposes. If you believe it may be considered a marketing message and you were to select 'Yes', this email will only send to those that have opted in to receive marketing emails. Click 'next'.

3 - When should this email be sent? - Here you will select 'After an appointment'. You can select the exact time that this will happen by using the drop-down box. Keep 'is this a confirmation?' selected. Click 'next'.

4 - Who should receive it? - Here you will have the options as to what filters can be set. What you choose here would depend on how you have your patients in Cliniko set up. Watch the video at the top of this article for a deeper explanation.

If you have appointment types that contain unique wording for new patients such as 'initial' or 'new' you will be able to target these patients by using the 'Appointment Type' filter on this page. For example - you could search 'initial' and/or 'new' and select all the appointment types that correspond to your target patients.

However, if you do not use unique appointment types for new patients, you can instead use the 'Appointment count' filter in this step. Here you will use the drop-down box to select 'exactly' and then enter the number '1' in the box next to that. This will send to those who have only had one appointment with your business. Click 'next'.

5 - How often should they receive it? - Here you can select 'Once ever' as you only want them to receive this email once after their first appointment only. Select 'next'.

6 - Which template should it send? - In this drop-down box you will need to select the transactional email template you set up earlier. Select 'next'.

📱IF SENDING AN SMS: Step 6 is slightly different if you are sending an SMS. Instead of assigning a template, you are just writing in what you want your SMS to say during this step.

7 - Summary - Make sure all of the information is correct and select 'finish'.

🎉 Congratulations! Your email trigger is now set up. When you are ready you will just need to change the status of the trigger to 'ON' by finding the trigger in your list and clicking 'OFF' until it turns green and says 'ON'.

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