> ## 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.

# See who's due back

> How Robyn works out which patients are due back, and how to switch on re-engagement.

Robyn reads your appointment book and finds the patients who are due back and haven't rebooked. She writes to them for you. The overdue ones land in your [Message Queue](/reengagement/message-queue), drafted and waiting.

## How Robyn decides who's due

Every patient has a **window**: how many days after a visit they should come back.

* The window comes from the appointment type the patient has had most often. Set it per type in **Settings**, then **Services**, under **When should patients come back?** (7 to 365 days).
* Types without their own window use your clinic's window. It starts at 90 days.

Then Robyn puts each patient in a group:

| Group | Who's in it |
| - | - |
| On track | Inside their window, or they have a booking coming up. |
| Nudge now | Just past their window, inside a short grace period. |
| Going quiet | Past the grace period. |
| Critical | Well past the grace period. |
| Lost | By default, more than a year since their last visit. |
| Not scored yet | No visit on file, so Robyn can't tell when they're due. |

The grace period is about a quarter of the window, and never less than 7 days or more than 45.

Each patient also gets a **score** from 0 to 100, highest first. It's Routiq's view of who is drifting rather than merely due. In the app's words: "It is a ranking aid, not a probability: use it to choose between two patients, not to decide whether to contact one."

## On Home

Once your patients are in, **See who's due back** on Home shows:

* the window in use, for example "Using 90 days between visits. That's the default.";
* how many patients are due back;
* how many have "no visit on file". "Robyn can't tell when they're due, so she leaves them alone."

To change your clinic's window, set **Days between visits** (7 to 365), or press a preset: **Chiro 21**, **Massage 28** or **Physio 42**. Press **Save**. Robyn re-scores everyone, which takes about 15 seconds. Only an owner or admin can change it.

**Set a window per appointment type** takes you to Services. **See the list** opens the [Patient List](/patients/patient-list).

Home also shows:

* **Needs you:** chats to answer and messages to approve.
* **Patients messaged** in the last 30 days, and **Booked after a message**, within 14 days of one.

## Switch on re-engagement

After setup, Home shows **Switch on reengagement** with how many patients are due back. Press **Set it up — about a minute**.

<Steps>
  <Step title="Who should Robyn chase?">
    "Your book, grouped by how overdue they are. Ticked groups get messages." Nudge now, Going quiet and Critical are ticked to start with. Lost isn't.
  </Step>

  <Step title="How she writes">
    Pick a tone (**Warm**, **Plain** or **Brief**), a length (**One line** or **Two lines**), and whether she **Signs off as the clinic** or **As the clinician**.
  </Step>

  <Step title="When, and how many">
    Choose when messages go out and how many a day. "You approve every message first. Robyn drafts; nothing sends until you say so."
  </Step>
</Steps>

Press **Switch on**. "Reengagement is on. Robyn is drafting — first drafts land in a few minutes." You can change any of this later in **Settings**, under **Rebooking messages** and **Rebooking schedule**.

<Note>
  "Messages cost 1 credit for each SMS segment. You can edit any draft before it sends." A rebooking text with a booking link usually takes two segments. See [credits](/billing/subscription-and-credits).
</Note>


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