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General Questions

Routiq is a patient reactivation platform that helps healthcare practices automatically bring back patients who haven’t returned for their regular appointments. We integrate with your practice management system (Cliniko, Nookal, or PracSuite) and send personalized messages via WhatsApp, SMS, or Email.
  1. Connect your Cliniko account to sync patient data
  2. Connect messaging platform (Chatwoot or Twilio)
  3. Create campaigns targeting patients who are overdue
  4. Routiq sends automated, personalized reactivation messages
  5. Track responses and bookings in real-time
Routiq works for any practice using Cliniko, Nookal, or PracSuite:
  • Physiotherapy clinics
  • Chiropractic practices
  • Massage therapy
  • Dental practices
  • Mental health practitioners
  • Allied health services
Routiq is one plan, priced per location — see routiq.ai/pricing for current founding and standard rates. Messaging (SMS/WhatsApp) is charged at 10c per message on top, and all plans include a free 7-day trial.

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Capabilities

Robyn handles appointment reminders, recalls, and lapsed-patient reactivation, and holds genuine two-way conversations — when a patient replies, she understands and responds, books, reschedules, or escalates to your team. She also handles failed-to-book follow-ups, and missed calls you forward from your clinic line.
Yes. Robyn answers inbound calls as your front desk — including the calls you forward through when your team can’t pick up (busy, no answer, or out-of-hours), so a missed call becomes an answered one rather than a voicemail. Proactive outreach to patients is handled through SMS and WhatsApp.
Yes. Routiq reads your Cliniko data and writes bookings back in real time — Robyn can create, reschedule, and cancel appointments directly in Cliniko, so they appear in your diary like any other booking.
Yes. In review (draft) mode, Robyn prepares each message and nothing is sent until your team approves it. For reactivation she drafts a few message options per patient for you to choose from.
Robyn does not give clinical advice. Worsening symptoms, red flags, complaints, refunds, and urgent medical questions are escalated to your team rather than answered automatically — and in review mode a person sees them first. She’s a receptionist, not a clinician, and is designed to know the difference.
Yes. Robyn is set up with your clinic’s details, services, and tone, and drafts every message in your voice rather than a generic template.
Yes. Every conversation is visible in a shared inbox — what the patient said, what Robyn said, and the full thread.
By default your practice uses one dedicated number, shared across all locations, with every conversation in one shared inbox your team can see and assign. If you’d prefer each location to have its own number so replies separate by site, that can be set up as well.

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Integration Questions

Routiq supports Cliniko (as an official Cliniko connected app), Nookal, and PracSuite.
Yes. Routiq uses:
  • AES-256 encryption at rest
  • TLS 1.2+ encryption in transit
  • Row-level security
  • SOC 2 Type II — audit in progress (not yet certified)
  • 7-year audit logs
Learn more about security →
Yes! Routiq integrates with your existing accounts. You maintain control over your messaging infrastructure.

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Campaign Questions

Yes. You can segment by last visit date and lapsed window (for example 3 and 6 months), did-not-attend, and whether patients are contactable, with everyone automatically scored and prioritised by who’s most worth reaching. Advanced segmentation — by practitioner, location, appointment type, and more — is available on our premium tier.
Follow our Quickstart Guide for step-by-step instructions.
Response rates vary significantly based on:
  • Message quality and personalization
  • Timing of messages
  • Patient engagement levels
  • Channel used (WhatsApp, SMS, Email)
  • Relationship with practice
We recommend starting with small test campaigns to establish your baseline.
No. Routiq automatically respects opt-outs and won’t send messages to patients who:
  • Replied “STOP”
  • Unsubscribed via email
  • Are marked as “Do not contact”

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Compliance Questions

AHPRA’s advertising guidelines apply to anyone advertising a regulated health service — including a platform messaging patients on your behalf — so Routiq is built so your communications carry no misleading claims, use no testimonials about the clinical aspects of care (genuine non-clinical reviews are fine), create no unreasonable expectation of benefit, and state the terms of any offer. Because you can run in review mode, your team approves every message before it sends. (AHPRA registers practitioners, not software, so Routiq isn’t “AHPRA registered” — it’s built to keep your patient communications inside AHPRA’s rules.)
Routiq is an Australian company built around the Australian Privacy Act and the Australian Privacy Principles (APPs). HIPAA is a US healthcare framework and is not part of our compliance roadmap; we do not offer a BAA. We can put a Data Processing Agreement (DPA) in place. Learn more →
Routiq is an Australian company and we are actively working toward GDPR (estimated Q4 2026), alongside ISO 27001 and SOC 2 (both estimated Q3 2026). Today we comply with the Australian Privacy Act and the Australian Privacy Principles (APP), with encryption, access controls and audit logging throughout, and we can put a Data Processing Agreement (DPA) in place. We’re happy to share exactly where we are on our certification roadmap.Learn more →
Yes, but you must:
  • Obtain patient consent
  • Include opt-out instructions
  • Comply with Spam Act 2003
  • Avoid sending PHI without consent

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Billing Questions

  • Credit card (Visa, Mastercard, Amex)
  • Debit card
  • ACH/Bank transfer (annual plans)
Monthly plans can be cancelled anytime from Settings → Billing — no long-term lock-in. Annual plans are committed for the 12-month term (non-refundable), then renew or cancel at term end.
  • Data retained for 30 days for account recovery
  • Export your data before canceling
  • After 30 days, data is permanently deleted

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Still have questions?

Contact Support

Can’t find your answer? Get in touch with our support team.