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Prerequisites: A sequence sends to a cohort — set one up first, or create one while building the sequence.
A sequence sends one or more messages to everyone in a cohort. Run it once, or set a repeating schedule so it goes out automatically — for example, a weekly check-in to patients who haven’t booked recently. Open Sequences under Comms to see your sequences and their status. Click New Sequence to build one.

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Build a Sequence

1

Name it and pick a cohort

Give the sequence a name (for example, Re-engage inactive patients) and choose the Cohort that should receive it. The cohort defines who gets the messages.
2

Set a schedule

Choose whether the sequence runs once or repeats — see Set a schedule below.
3

Add steps

Add each step and how long to wait before it runs. Use Add step for each one, then click Create Sequence.
A new sequence is saved as a draft — nothing sends until you activate it.

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Choose what a step does

Each step has an Action:
  • SMS — texts the patient.
  • Email — emails the patient.
  • Task — creates a task instead of contacting the patient. Give it a title and description, and set the status, priority, assignee or team, and due and start dates the same way you would on any task. The dates are relative to when the step runs.
A Task step creates one task per enrolled patient, so the step tells you how many that is before you activate the sequence.

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Personalize messages

Type @ in any message step to insert a variable. Alongside patient and clinic details, you can pull in their last visit — the date, provider, service, or {review_link}, which sends them to a page where they can rate the visit and leave a review. Visit details come from each patient’s most recent completed appointment, so everyone gets their own. A patient with no past appointment gets a blank value, so use these in sequences aimed at patients you’ve already seen.

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Set a Schedule

In the Schedule section, choose how often the sequence repeats:
  • Does not repeat — a one-time send to everyone in the cohort.
  • Daily, Weekly, Every weekday (Mon–Fri), or Monthly — the common repeat patterns.
  • Custom — an advanced pattern such as every 2 weeks or monthly on the last day.
For a repeating schedule, set a Start date, and an End date (optional) if you want it to stop. Leave the end date blank to keep it running.
Repeating sends always go out at 9:00 AM in your clinic’s time zone. You choose the day(s); the time is fixed.

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Re-enrollment cooldown

The Re-enrollment cooldown controls how soon a patient can enter the sequence again after finishing it.
  • On a repeating schedule the cooldown starts at 0, so everyone currently in the cohort is messaged on every send.
  • Set a cooldown to space out how often the same patient hears from you. A patient who just finished won’t re-enter until the cooldown passes, counted from when they finish the sequence.
If you set a cooldown as long as — or longer than — the gap between sends, some patients will be skipped on some sends. The screen warns you when that happens.

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Activate a Sequence

When the sequence is ready, open it and click Activate. A one-time sequence sends right away; a repeating sequence starts on its next scheduled date. For a repeating sequence, you can also check Send first message now before activating. This sends an immediate first round, then continues on the schedule. Click Pause at any time to stop future sends. Activate again to resume.