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Documentation Index

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

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Why this matters. Most clinical outcomes depend on the second visit, not the first. A patient who comes once for low back pain and doesn’t return won’t actually get better. Post-visit follow-ups are the difference between a clinic that recovers patients and one that just sees them. Patients who get a personalised text within 7 days of a first visit are 3× more likely to rebook than those contacted at 30+ days.

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How it works

Patient finishes an appointment. Robyn waits for your configured offset (e.g. 7 days), then sends the first follow-up message. If the patient doesn’t rebook by the next configured offset, she sends a second message — different channel, different angle. Multi-touch, multi-channel, with stop-on-response. This is appointment-triggered recall — different from lapsed-patient reactivation, which targets patients who haven’t visited in a long time.

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How Robyn handles follow-ups

Triggered per-appointment

Each completed appointment fires its own follow-up sequence. Patient who comes weekly for 6 weeks won’t get 6 different sequences — frequency cap dedupes.

Filter by arrival status

Skip follow-ups for DNAs, cancellations, or patients flagged as “do not contact”. Optionally treat completed-but-late patients differently.

Filter by future bookings

If patient already has a future appointment, skip the follow-up — they’re already coming back.

Multi-touch, multi-channel

SMS Day 7 → Call Day 14 → Email Day 21. Stop-on-response: any positive reply or rebook ends the sequence.

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What your patient sees

Robyn (SMS, 7 days post-visit): Hi Sarah, this is Robyn from Bondi Physio. Just checking in after your appointment with Dr Lin last week — hope your knee’s feeling better. If you’d like to lock in the follow-up Dr Lin mentioned, I can find a time that works. Just reply with what suits.
Patient: Yeah Friday afternoon would be good Robyn: Dr Lin has Friday 16th May at 2pm or 4pm available. Which works?

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Setup

1

Create a follow-up instance

Outbound → Create Automatic Instance → Patient Follow-ups.Name it (e.g. “Initial-consult 7-day SMS follow-up”).
2

Configure the cadence

Add one or more “runs”:
  • Run 1: SMS, Day 7 — friendly check-in
  • Run 2: Email, Day 14 — softer, longer-form
  • Run 3: Call, Day 21 — final touch via voice (only for high-value patients)
Three touches is the upper bound for most allied-health contexts. Beyond that, you’re nagging patients who clearly aren’t coming back.
3

Filter by appointment type

Different sequences for different visit types:
  • Initial consults → 7-day follow-up to lock in the second visit
  • Treatment plans → cadence-aware (every 4 weeks during plan)
  • One-off appointments → no follow-up (or 3-month “still good?”)
4

Filter by patient

Configure which patients get the sequence:
  • Arrival status — completed only? Or include cancellations?
  • Has future appointment — exclude (default) or include
  • Custom segment — see Patient Segmentation
5

Customise the message templates

Each run has its own template. Use variables: {first_name}, {practitioner}, {last_appointment_type}, {days_since_visit}.
Mention something specific from the visit (“hope your knee’s feeling better”) rather than generic (“how was your appointment?”). Specific recall messages convert 2-4× better than generic ones in our reference data.
6

Activate

Toggle to Active. Sequences fire for completed appointments going forward (and optionally backfill for the last 30 days).

Initial-consult lock-in

SMS Day 7 only. One touch, friendly, focused on locking the second appointment Dr mentioned in-clinic.

Mid-plan check-in

SMS Day 14 with a question relevant to the protocol — “How’s the home exercise going?” Triggers conversation more than direct booking ask.

Plan-completion follow-up

Email Day 90 after final visit in a treatment plan, asking if they’d like a maintenance check-up.

High-value patient call-back

Voice call Day 14 for patients with lifetime spend > AUD $1,000. Robyn handles the call; warmer than text.

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Common questions

Follow-ups trigger off a recent appointment (days post-visit). Reactivation targets dormant patients (months/years since last visit). Follow-ups are about completing care plans; reactivation is about recovering lost relationships.
STOP / “stop” / “unsubscribe” → patient marked as opted-out across all outbound. Other negative replies (“not interested right now”) → Robyn acknowledges and stops the sequence; patient remains opted-in for future campaigns.
Frequency cap (default: max 1 outbound per patient per 7 days) prevents this. Routiq prioritises higher-value campaigns (booking-relevant) over lower-value (general check-in).
Yes — create two instances with different copy, route by alternating patients. Conversion rate per variant shows in Analytics.
Routiq detects the status change and ends the sequence. Worst-case patient gets one outbound that doesn’t apply to them — annoying but not damaging.

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Next

Lapsed-patient reactivation

For patients past the follow-up window — months or years dormant.

Patient segmentation

Build the segments that drive smarter follow-up targeting.