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Documentation Index

Fetch the complete documentation index at: https://docs.routiq.ai/llms.txt

Use this file to discover all available pages before exploring further.

Why this matters. Generic “we miss you” texts to your whole patient list are why most clinic SMS campaigns underperform. Segmentation lets you say something specific and timely: “You’re due for your 6-month follow-up”, “We’ve extended Dr Lin’s evening hours”, “Your saved spot on the Saturday morning waitlist just opened up.” Specific beats generic, every time.

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What you can segment by

Treatment type

Physio, chiro, podiatry, massage, dental, dermatology — any appointment type defined in your PMS.

Last visit timeframe

3–6 months ago, 6–12, 12–24, 24+ (dormant). Or custom date range.

Practitioner

Patients of a specific practitioner, or patients who haven’t seen anyone after a practitioner left.

Patient value

Lifetime spend, average visit fee, total visits — for prioritising high-value reactivation.

Treatment cadence

“Was visiting every 4 weeks, hasn’t been in 8 weeks” — a more useful signal than absolute time-since-visit.

Clinical history (read-only)

Filter by appointment-type history (e.g. “had ACL reconstruction follow-ups, hasn’t completed protocol”).

Channel availability

Has mobile (SMS-reachable), has WhatsApp, has email — keeps campaigns to channels that’ll actually reach them.

Custom filters

Age, gender, location, referral source, patient status (active/inactive). Combinable with AND/OR.

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How Robyn uses segments

Segments are the input to every outbound feature:
OutboundWhat the segment defines
Lapsed-patient reactivationWho gets the recall sequence
Patient follow-upsWhich appointment-type patients get post-visit recall
Birthday messagesDOB-eligible patients with consent
Invoice chasingPatients with outstanding invoices > N days
Waitlist callbacksPatients on the waitlist matching the freed slot
You can also use segments for one-off broadcasts (e.g. “we’ve moved location” announcement to all active patients in a 5km radius).

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Setup

1

Open the segment builder

Dashboard → Segments → Create Segment.
2

Define your criteria

Combine filters with AND/OR logic. Example reactivation segment:
Treatment type IN (Physio Initial, Physio Follow-up)
AND Last visit BETWEEN 6 months ago AND 12 months ago
AND Patient status = Active
AND Has mobile = Yes
3

Preview segment size

The builder shows live patient count as you adjust filters. If a segment is too small (< 10), broaden the filters. If it’s too large (> 500 in one go), tighten — or split into batches.
4

Save and name

Give the segment a descriptive name — Lapsed-physio-6-12mo is more useful than Segment 3. Saved segments are reusable across campaigns.
5

Use in an outbound campaign

From any outbound feature page (e.g. Outbound → Patient Follow-Ups → Create Instance), pick your saved segment as the target audience.
Most clinics get value from these out of the gate:

Lapsed-physio-6-12mo

Highest-yield reactivation cohort. Recent enough to remember the clinic, lapsed enough to actually need the nudge.

Dormant-24mo+

Long-tail recovery. Lower per-message conversion, but big segment in most clinics; worth one quarterly touch.

High-value-not-rebooked-90d

Past patients with lifetime value > AUD $1,000 who haven’t booked in 90 days. Small but high-conversion.

Practitioner-X-orphans

Patients of a practitioner who left — needs human-warmth wording rather than generic recall.

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Common questions

Dynamic by default — every time a campaign runs, the segment is re-evaluated against current PMS data, so newly-eligible patients are included and patients who’ve since rebooked are excluded.
Yes — every segment auto-excludes patients who’ve replied STOP or set opt-out preferences. You don’t need to add an explicit filter.
No — Routiq has a global frequency cap (default: max one outbound per patient per 7 days, configurable). If a patient is eligible for two campaigns, only the higher-priority one fires.
Yes — segments are clinic-wide by default. You can mark a segment as “private to me” if you want to experiment without exposing it.
Sync custom fields from your PMS where supported (Cliniko Custom Fields, Nookal Custom Fields). For data not in your PMS, you can upload a CSV tag list to enrich the patient records.

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Coming soon

  • Predictive scoring — ML model ranks each patient by probability of rebooking on a given recall message
  • Auto-segments — Routiq suggests segments based on patterns it spots in your data
  • Lifetime value forecasting — for prioritising reactivation spend

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Next

Lapsed-patient reactivation

The flagship campaign type that uses segments most.

Analytics

See conversion rate by segment.