The Message Queue

The Message Queue is where Robyn’s messages wait before they go out. It holds three kinds:

• Rebooking drafts for patients who are due back;
• drafts from your campaigns;
• Replies: answers Robyn wrote to patients’ texts that need your OK first. They’re approved one at a time.

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Review or autopilot

The strip at the top says how the queue is running: Autopilot only sends when your clinic is Live in Operating mode. On autopilot, a wording check reads Robyn’s drafts first, and anything it holds waits for you: “The wording check held this one for you to read first.”

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The tabs

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Approving drafts

Click a draft to open it. The pane shows the message and three more views: Journey, Score and Prompt, which explain who the patient is and why Robyn chose them.

• Send today or Send tomorrow approves it. “Send today” only shows while a send would still land between 8am and 8pm.
• Edit message lets you change the words. Press Save message. Under the text you’ll see the characters, SMS segments and credits it will use.
• Quick adjustments turn the booking link on or off. If your clinic has an unsubscribe link, it’s added for you and can’t be removed.
• Other, then Skip this one, takes the patient out. Pick a reason: “Not now”, “Already rebooked with us”, “Wrong person or number”, “Too soon after their last visit” or “Something else”.

To approve everything at once, press Approve all. “Nothing sends now. They move to Scheduled and start going out at” your send time, “a few seconds apart”. You can also Send all now. In Queued, press Send now to send one straight away, or Take out of the queue to stop it. When a message shows “Sending now — this one can’t be recalled.”, it’s too late to stop.

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Add patients yourself

In the Patient List, tick the patients you want and press Add to queue. Up to 50 at a time. Robyn drafts them straight away: “drafted and waiting for you”. Robyn still skips anyone with no mobile, anyone who’s opted out, anyone with a booking coming up, anyone texted in the last three days, and anyone this campaign has already written to.

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Settings for rebooking messages

Two panes in Settings shape rebooking messages. Only an owner or admin can change them.

• Rebooking messages: “How she writes to lapsed patients: the tone, the sign-off, and one brief per risk tier.” Robyn writes from what she knows about each patient: their name, their usual treatment, who they saw and that they’re due. You can add your booking link here too.
• Rebooking schedule: “When those messages go out, and how many in a day.” The same controls open from Automation settings in the queue.

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Sending rules

These always apply to rebooking messages and campaigns:

• Messages only go out between 8am and 8pm, your clinic’s time.
• They leave a few seconds apart.
• Nobody gets a new rebooking or campaign text within three days of the last one.
• Routiq sets a daily limit for your clinic. When it’s reached, patients keep their place for tomorrow.
• Each campaign texts a patient once. There are no automatic follow-ups.

If a message can’t go, it says why. For example: “Today’s send limit is reached — they keep their place for tomorrow.” or “No message credits left — top up to send this one.” See the Message Log for every reason.

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When patients reply

A reply to a rebooking message goes to Chat, where Robyn or your team answers it. In the queue the row says “They replied. Answer them in Chat.” with an Open thread link.