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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 message steps

Add each message and how long to wait before it sends. 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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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.