General Questions
What is Routiq?
What is Routiq?
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) and send personalized messages via WhatsApp, SMS, or Email.
How does Routiq work?
How does Routiq work?
- Connect your Cliniko account to sync patient data
- Connect messaging platform (Chatwoot or Twilio)
- Create campaigns targeting patients who are overdue
- Routiq sends automated, personalized reactivation messages
- Track responses and bookings in real-time
What types of practices can use Routiq?
What types of practices can use Routiq?
Routiq works for any practice using Cliniko:
- Physiotherapy clinics
- Chiropractic practices
- Massage therapy
- Dental practices
- Mental health practitioners
- Allied health services
How much does Routiq cost?
How much does Routiq cost?
Visit our website for pricing information. Pricing varies based on:
- Number of active patients
- Message volume
- Features required
Integration Questions
Which practice management systems do you support?
Which practice management systems do you support?
Currently Routiq supports Cliniko only. Support for other systems (Nookal, Core Practice) is planned for 2025.
Is my data safe?
Is my data safe?
Yes. Routiq uses:
- AES-256 encryption at rest
- TLS 1.3 encryption in transit
- Row-level security
- SOC 2 Type II certification (in progress)
- 7-year audit logs
Can I use my existing Twilio/Chatwoot account?
Can I use my existing Twilio/Chatwoot account?
Yes! Routiq integrates with your existing accounts. You maintain control over your messaging infrastructure.
Campaign Questions
How do I create my first campaign?
How do I create my first campaign?
Follow our Quickstart Guide for step-by-step instructions.
What's a good response rate?
What's a good response rate?
Response rates vary significantly based on:
- Message quality and personalization
- Timing of messages
- Patient engagement levels
- Channel used (WhatsApp, SMS, Email)
- Relationship with practice
Can I send to patients who opted out?
Can I send to patients who opted out?
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”
Compliance Questions
Is Routiq HIPAA compliant?
Is Routiq HIPAA compliant?
Routiq implements HIPAA-aligned security controls but is not formally HIPAA certified yet. Enterprise BAA available Q2 2025.Learn more →
Is Routiq GDPR compliant?
Is Routiq GDPR compliant?
Yes. Routiq is fully GDPR compliant for EU practices. We provide:
- Data Processing Agreement (DPA)
- Data subject rights tools
- Consent management
- EU data residency (coming Q2 2025)
Can I use SMS for patient communication in Australia?
Can I use SMS for patient communication in Australia?
Yes, but you must:
- Obtain patient consent
- Include opt-out instructions
- Comply with Spam Act 2003
- Avoid sending PHI without consent
Billing Questions
What payment methods do you accept?
What payment methods do you accept?
- Credit card (Visa, Mastercard, Amex)
- Debit card
- ACH/Bank transfer (annual plans)
Can I cancel anytime?
Can I cancel anytime?
Yes. No long-term contracts. Cancel anytime from Settings → Billing.
What happens to my data if I cancel?
What happens to my data if I cancel?
- Data retained for 30 days for account recovery
- Export your data before canceling
- After 30 days, data is permanently deleted
Still have questions?
Contact Support
Can’t find your answer? Get in touch with our support team.