Campaign Management

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Campaign Overview

Campaigns allow you to automate patient reactivation at scale. Set up your targeting, messaging, and timing, then let Routiq handle the rest.

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Campaign Types

Routiq supports two main campaign types:

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Simple Campaigns

Single-message outreach to inactive patients:

• WhatsApp: Using approved WhatsApp Business templates
• SMS: AI-generated personalized messages
• Email: Coming soon

Best for quick reactivation efforts or testing messaging.

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AI Sequence Campaigns

Multi-step automated sequences with conditional logic:

• Multiple messages over days or weeks
• Skip subsequent messages if patient responds
• Skip if patient books appointment
• AI-generated messages with customizable tone
• Per-step analytics and tracking

Best for comprehensive reactivation programs.

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Creating a Campaign

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WhatsApp Campaigns

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Requirements

• Connected Chatwoot account with WhatsApp channel
• Approved WhatsApp Business message templates
• Patient phone numbers in correct format

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Template Management

1. Create templates in Meta Business Manager
2. Submit for approval (24-48 hours)
3. Sync templates to Routiq via Settings → Integrations → WhatsApp Templates
4. Use approved templates in campaigns

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SMS Campaigns

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AI Message Generation

Routiq uses AI to generate personalized SMS messages for each patient: Tone Options:

• Friendly: Warm, welcoming tone
• Professional: Formal, respectful tone
• Urgent: Time-sensitive, action-oriented
• Empathetic: Caring, understanding tone
• Casual: Relaxed, conversational tone
• Clinical: Medical, professional terminology

Personalization:

• Patient first name
• Last appointment date
• Last treatment type
• Practice name

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Best Practices

• Keep messages under 160 characters when possible
• Include a clear call-to-action
• Respect opt-out preferences
• Test with small groups first

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AI Sequence Campaigns

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Sequence Builder

Use the visual sequence builder to create multi-step campaigns:

1. Add Steps: Click to add message steps to your timeline
2. Set Delays: Configure day delays between steps (e.g., Day 0, Day 3, Day 7)
3. Choose Channel: Select WhatsApp, SMS, or Email for each step
4. Set Tone: Choose AI tone for each message
5. Configure Skip Logic:
   • Skip if patient replies
   • Skip if patient books appointment
   • Skip if patient unsubscribes

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Example Sequence

Step 1 - Day 0: SMS with friendly tone

• “Hi [Name], we noticed you haven’t been in for a while. We’d love to see you back! Book here: [link]”

Step 2 - Day 3: WhatsApp template (if no response)

• Approved template reminder

Step 3 - Day 7: SMS with urgent tone (if no response or booking)

• Final follow-up message

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Automated Processing

Sequences run automatically via hourly cron job:

• Checks which patients are due for next step
• Evaluates skip conditions (replied? booked?)
• Generates and sends messages
• Updates patient to next step
• Logs all activity

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Campaign Status & Management

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Campaign States

• Pending: Campaign created but not started
• Active: Currently running and sending messages
• Completed: All patients processed
• Cancelled: Manually stopped

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Managing Active Campaigns

From the Campaigns page:

• View all active and completed campaigns
• See enrolled patient count
• Monitor messages sent
• Cancel running campaigns
• View detailed analytics

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Campaign Performance Tracking

Track these metrics for each campaign:

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Message Metrics

• Messages sent: Total outbound messages
• Messages delivered: Successfully delivered
• Messages failed: Delivery failures

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Engagement Metrics

• Patients responded: Number who replied
• Response rate: Percentage who engaged

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Conversion Tracking

• Appointments booked: New bookings within 14 days of message
• Estimated revenue: Based on average appointment value

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Best Practices

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Start Small

• Begin with 10-20 patients to test messaging
• Refine your approach based on results
• Scale up once you find what works

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Segment Thoughtfully

• Don’t lump all inactive patients together
• Segment by treatment type or practitioner
• Different segments may need different messages

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Respect Opt-Outs

• Routiq automatically excludes opted-out patients
• Never override opt-out preferences
• Make unsubscribe instructions clear

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Monitor Performance

• Check campaign analytics regularly
• Adjust tone and messaging based on responses
• Pause campaigns that aren’t performing

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Timing Matters

• Avoid sending messages late at night or early morning
• Consider your patient demographics
• Test different days of the week

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Troubleshooting

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Messages Not Sending

WhatsApp:

• Verify Chatwoot is connected in Settings
• Confirm WhatsApp channel is active
• Check template is approved by Meta
• Verify patient has valid phone number

SMS:

• Check Chatwoot/Twilio connection
• Verify patients have mobile numbers
• Check for rate limiting

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Low Response Rates

• Try different AI tones
• Shorten your message
• Make call-to-action clearer
• Test different patient segments
• Check timing of sends

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Patients Not Enrolling

• Verify patients meet filter criteria
• Check they haven’t opted out
• Confirm they have valid contact information
• Ensure no duplicate campaign enrollment

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Next Steps