> ## 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.

# Routiq basics

> Who Robyn texts, what each tab in the Message Queue means, and how to leave someone out.

Four things to know before your first rebooking texts go out.

## Who Robyn picks

Robyn reads your appointment book. A patient is **due back** once they're past the gap you'd expect between visits for their usual appointment type. It's 90 days unless you set your own. See [who's due back](/reengagement/whos-due-back.md).

She lists them by **Robyn Score**, highest first. The score is her view of who is drifting away, not just who is due.

Patients get into the queue in one of two ways:

* **You add them.** On the **Patients** tab, tick the people you want and press **Add to the queue**. The button counts how many you ticked.
* **Robyn adds them,** but only while **Reengagement automation** and **Auto-add** are both on. She takes them from the top of the list each day. Both switches are in **Automation settings**, the button at the top right of the queue.

![The line at the top of the Message Queue, and the Automation settings button beside it](https://mintcdn.com/routiq/wAaQaLaN0eiP6Jco/images/guides/routiq-basics/02.png?fit=max\&auto=format\&n=wAaQaLaN0eiP6Jco\&q=85\&s=16e4c4657c4e60c471ec55cc4b43ddb3)

The line at the top says how the queue runs. The button beside it opens Automation settings.

![Automation settings, with Reengagement automation boxed](https://mintcdn.com/routiq/wAaQaLaN0eiP6Jco/images/guides/routiq-basics/03.png?fit=max\&auto=format\&n=wAaQaLaN0eiP6Jco\&q=85\&s=a855128a5ef88bd6929b27a7c6a91434)

Reengagement automation: Robyn adds nobody while it's off.

![Automation settings, with Auto-add boxed](https://mintcdn.com/routiq/wAaQaLaN0eiP6Jco/images/guides/routiq-basics/04.png?fit=max\&auto=format\&n=wAaQaLaN0eiP6Jco\&q=85\&s=1f6bef41939867b60210529c092dc661)

Auto-add, lower down: Robyn adds patients herself only while this is on too.

Robyn never texts anyone with no mobile, anyone who has opted out, anyone with a booking coming up, anyone texted in the last three days, or anyone you've told her not to text.

## The Message Queue, tab by tab

A rebooking text moves left to right through the tabs.

| Tab | What it means |
| - | - |
| Patients | Everyone Robyn could text, best first. Tick people to add them. |
| Drafts | Robyn has written their text. It waits for your OK. |
| Queued | The text is approved, by you or by Robyn on Auto. It goes out at your send time, a few seconds apart. |
| Sent | The text went out. |
| Booked back | They booked after a text. |

![The Message Queue's tabs: Patients, Drafts, Queued, Sent and Booked back](https://mintcdn.com/routiq/wAaQaLaN0eiP6Jco/images/guides/routiq-basics/01.png?fit=max\&auto=format\&n=wAaQaLaN0eiP6Jco\&q=85\&s=4da05c028f3599630306eb2d53faa578)

Left to right: Patients, Drafts, Queued, Sent, Booked back.

So **Queued** means "approved and waiting for the send time". To stop one before it goes, open it and press **Take out of the queue**.

## Assist or Auto

The line at the top of the queue says how it's running.

| It says | What happens |
| - | - |
| Assist | Robyn writes the drafts, you approve them, and she sends them. |
| Auto | Robyn approves her own drafts and sends them. |
| Automation is off | Robyn adds nobody. Add patients by hand. |

Press **Turn on Auto** to let her approve, and **Back to Assist** to approve them yourself again. In **Automation settings** this is **Approve drafts for me**.

## Leave someone out

For family, friends, staff, or anyone who has moved away:

* **Never text them:** on the **Patients** tab, press **⋯** at the end of their row, then **Never text**. To do several at once, tick them and press **Never text** in the bar at the bottom. Robyn won't text them again, and any text already waiting for them is cancelled.
* **They already have a draft:** open it in **Drafts** and press **Never text**.
* **Not yet:** in the draft, press **Other**, then **Not now**. Robyn may write to them again in 90 days.
* **Changed your mind:** on the **Patients** tab, press **Won't text** to see everyone you've left out, then **Text again** beside their name.

![Pressing ⋯ on a patient's row opens a menu with Never text](https://mintcdn.com/routiq/wAaQaLaN0eiP6Jco/images/guides/routiq-basics/never-text-one.gif?s=d455935162c7793c00e3440bc442cc46)

One person: press ⋯ at the end of their row, then Never text.

![Ticking three patients shows a bar with Never text 3](https://mintcdn.com/routiq/wAaQaLaN0eiP6Jco/images/guides/routiq-basics/never-text-several.gif?s=c0daeb00b092d47115fdd8a057e07fa1)

Several: tick them, then press Never text in the bar at the bottom.

If a patient asks you to stop, that's an opt-out. See [opt-outs](/patients/opt-outs.md).

> [!NOTE]
>
> Each text costs 1 credit for every SMS segment. A rebooking text with a booking link usually takes two. See [credits](/billing/subscription-and-credits.md).


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