Save time, generate revenue and keep Patient's on track by fully automating your recalls. Reactivate patients without bookings at the intervals you choose.
What you'll need
Transactional emails are automated emails which send in reaction to Cliniko appointment activity.
Email triggers allow you to specify the who, what and when of your transactional email, giving you a granular level of control when it comes to targeting patients inside your Cliniko account.
The email template
Peptalkr comes with a number of pre-built appointment templates - including a Reactivation template. You can use a template as the starting point for your transactional email, and customise the subject line, text and overall appearance of the email to suit your specific needs.
The timing
It's entirely up to you when you send a Reactivation - but as a general rule, you will want to send a few. For example:
30 days after their last appointment, if none is upcoming
60 days after their last appointment, if none is upcoming
90 days after their last appointment, if none is upcoming
180 days after their last appointment, if none is upcoming
365 days after their last appointment, if none is upcoming
Each of the above intervals will require it's own Transactional email so that you can vary the wording between each email (or SMS) you send.
Check out our Blueprint for Patient Recalls for ideas about timing and wording.
Once you've decided your intervals, and which appointment types or categories to target - you can move onto the next step.
Step One: Create a Transactional email
You'll go the email manager tab, then the Transactional tab to complete this step.
Follow the steps in this tutorial to create your first Reactivation transactional email.
Subject lines
Here's some subject line ideas you can use across your reactivation emails:
Email #1 | Let’s schedule your next visit! |
Email #2 | We’re here for you – ready when you are |
Email #3 | Time for a check-in? Let’s keep you feeling your best |
Email #4 | It’s been 6 months – let’s get you back on track! |
Email #5 | A year already? Let’s catch up on your care! |
Once you have created and pressed Finish on your Transactional email, it's time to connect a trigger.
Step Two: Connect an Email Trigger
You'll go the email triggers tab to complete this step.
Follow the steps in this tutorial to create and connect a trigger to the Transactional email you created in step one.
Trigger settings
When you create a trigger, you'll work through the steps to configure your trigger. Here are our recommended settings. Keep in mind this is an example only, adjust it per your specific needs.
Trigger name | Reactivation - 30 days |
Trigger type | Automated Recurring |
Marketing type | Non-marketing |
Triggering event and timing | After the appointment |
Filters | *Select which appointment types or categories should be included or excluded if applicable* |
Frequency | Every time the conditions are met |
Template | The email you created in step one |
Things to note:
If you offer numerous treatment modalities, you may wish to recall them differently to one-another. e.g. Massage might be recalled at different intervals to Physio. If you wish to do this, create different emails for each modality.
You can word your reactivations to appear as though reception is sending them.
Use [variables] to personalise the content inside your emails.
Step Three: Test and turn on!
Now is the time to test your trigger. Follow the steps in this tutorial.
Over time, monitor the performance of your reactivation emails (open rates, click rates and even online booking rates if you have integrated Cliniko bookings with GA4). Then adjust as necessary to improve your rebooking rate.
💡 Remember, the key to a successful reactivation is to not 'pester' the patient, and instead create carefully timed prompts that help the patient to feel like they have a personal assistant in you 🧑🏻💻
FAQs
I can't see my email in the template dropdown during the trigger creation process
I can't see my email in the template dropdown during the trigger creation process
👉 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.
How can I make more intervals of my reactivations?
How can I make more intervals of my reactivations?
Easy! Just duplicate your trigger and change the timing. For each email to have different wording/subject lines - just create another transactional email by following step one again. You can even choose a recent email as the starting point to save time in designing/building the email.
What option do I select in the dropdown under the 'Is this a recall?' checkbox?
What option do I select in the dropdown under the 'Is this a recall?' checkbox?
You should choose to tick the 'is this a recall?' box - this will ensure we only send the reminder if they have not got an upcoming appointment (or attended one - if they attend one, the reactivation timing will be reset from the date of most recent visit - assuming you have a reactivation targeting the subsequent appointment type they have since had).
Each option has a slightly different function. Most people select 'Of any kind', but if you need to recall some appointments independently of the patient's other appointment activity, use another option:
Of any kind - as long as they have attended/have upcoming any appointment, do not send the recall.
Of the same category - as long as they have attended/have upcoming an appointment in the same category as the appointment that triggered this message, do not send the recall (great for multi-modality clinics).
Of the same type - as long as they have attended/have upcoming an appointment of the same exact type as the appointment that triggered this message, do not send the recall (great for highly specific appointment types that need recalling - such as an 'Annual review' or a surgery).
Are reactivations considered marketing or non-marketing?
Are reactivations considered marketing or non-marketing?
Reactivation recalls may be considered non-marketing in some cases, 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'. But you must ensure you add an unsubscribe link to the email if you select the marketing option.