Workflows and automations help you save time by automatically handling routine tasks, such as sending intake forms, portal invites, reminders, and follow-ups. They reduce manual work, keep processes consistent, and help you engage clients at the right moments without extra effort.
What are the key highlights of this feature?
Visual workflow editor: Customize your workflows with our intuitive user interface!
Email & SMS support: Customize Email and SMS templates to match your brand!
Reminders: Revamp and centralize the setup of automated reminders, including appointments, invoices, intake forms, and portal invites!
Default intake templates: Organize and automate your client onboarding forms.
To make this even easier, the Workflows page has been moved from the Settings area to the main sidebar navigation. This gives you quicker access to your automations so you can manage and update workflows whenever you need, right from your workspace.
In this help article, we will cover the following:
Visual workflow editor: System workflows visualized
System workflows are now displayed in a visual editor, making it easier to understand and manage how your automations run. You can clearly see each step of the workflow and how actions are triggered across your practice.
Workflow event categories
Automations are organized into key event categories so you can quickly identify what triggers each workflow:
Client and documentation events: Automate tasks such as sending intake forms or inviting clients to the patient portal.
Scheduling events: Automatically trigger workflows when appointments are created, received, declined, cancelled, or rescheduled.
Communication events: Start automations when an in-app chat message is received.
Billing and payment events: Trigger actions when an invoice is paid, a refund is processed, or a superbill is sent.
How can I set up automated workflows?
To set a specific workflow:
Go to Workflows.
Select from the different categories.
Make sure you enable the workflow. By default, they are.
Adjust necessary fields or settings.
Click Preview.
Hit Save.
Setting up new client onboarding workflows
Automatically engage new clients the moment they’re added to your practice. You can instantly send intake forms and a patient portal invite, helping clients get started quickly while keeping your onboarding process smooth and consistent.
Send automatic client intake
Automatically send intake forms the moment a new client is added to your practice. Streamline client onboarding, collect essential information faster, and reduce manual follow-ups with automated intake workflows.
Automate portal invites to the client
Instantly invite new clients to the patient portal as soon as they are created. Give clients immediate access to appointments, forms, and secure messaging while creating a seamless, connected onboarding experience.
Note:
Make sure to add reminders on the basic reminders page for each category so everything flows smoothly. Also, check your client's notification settings.
Centralized automated reminders
A centralized reminders page lets you manage all client reminders in one simple interface. With additional reminder options, you can reduce no-shows and keep clients informed about important actions they need to complete.
To view this page:
Navigate to Workflows.
Click the Basic reminders tab.
How do I set up automated appointment reminders?
Remind clients of upcoming appointments. To set this up:
Under Appointment reminders, click +New reminder.
Select the Delivery method (email or SMS) from the drop-down. The delivery time is fixed to before appointment.
Specify the interval time in hours.
Edit the content, theme (for email only), and language as needed.
Click Preview to see how it appears when sent via email or SMS.
Select Save.
How do I set up automated invoice reminders?
Follow up on unpaid or overdue invoices. Simply:
Under Invoice reminders, click +New reminder.
Select the Delivery method (email or SMS) from the drop-down.
Choose the delivery time (before due date or after due date).
Specify the interval time in days.
Edit the content, theme (for email only), and language as needed.
Click Preview to see how it appears when sent via email or SMS.
Select Save.
How do I set up automated intake form reminders?
Nudge clients who haven't completed their forms. To do this:
Under Intake reminders, click +New reminder.
Select the Delivery method (email or SMS) from the drop-down. The delivery time is fixed to after intake sent.
Specify the interval time in days.
Edit the content, theme (for email only), and language as needed.
Click Preview to see how it appears when sent via email or SMS.
Select Save.
How do I set up automated portal invite reminders?
Resend invitations to clients who haven't signed up. Follow these steps:
Under Portal invite reminder, click +New reminder.
Select the Delivery method (email or SMS) from the drop-down. The delivery time is fixed to after sent invite.
Specify the interval time in days.
Edit the content, theme (for email only), and language as needed.
Click Preview to see how it appears when sent via email or SMS.
Select Save.
Note:
Reminders use the same template in emails or SMS.
Appointment reminders, invoice reminders, intake messages, and client portal invites will be sent only if the corresponding workflows are enabled. At the moment, reminders are triggered exclusively via workflows and cannot be sent manually.
Portal invites and intake workflows apply to newly created clients only.
Appointment reminders and invoice reminders can be used for both new and existing clients.
Customize email and SMS templates under Workflows
We've extended the existing notification templating for additional customizable email templates and SMS template support:
Additional configurable email templates: Pre-built, customizable HTML templates are now integrated within workflows.
SMS templates. Concise text message templates.
Multi-language support: Support and customized templates in multiple languages.
Smartchip support: Personalize messages with client names, appointment details, and more based on the available smart chips in the editor.
Default intake folder
You can now access a dedicated folder to organize all your default intake templates in one place. If you want to include any intake templates in the folder, you can move them there to enable automated client onboarding.
To do this:
Go to Templates.
Hover on your selected intake form.
Click Move to folder.
Select Intake (starred yellow folder) from the drop-down.
Alternatively, you can also drag and drop the form to the Default intake folder.
Notes:
You cannot delete the default intake folder.
We follow automatic migration. If you have existing default intake templates, they are automatically organized into the Default intake folder.
The client intake workflow automatically sends all the templates in your Default intake folder to new clients.
Template folder support
You can now select entire template folders during intake selection.
Note:
You can add up to 9 forms/templates for the intake folder.
Inline template preview
You can now view your templates when sending out intakes.
FAQs
1. Why do I see a lock icon beside the Trigger action (Step 1) of each workflow?
Locked means this step can’t be edited. In upcoming releases, you will be able to add or modify conditions, but for now, the locked step remains fixed.
2. What happens if you disable a step in the workflow? Will the email or SMS still be sent?
If a step is disabled, the workflow will not proceed past that point. Any steps that come after it, including sending emails or SMS messages, will not run.
3. Can I disable a specific workflow?
Yes. Go to that specific workflow and toggle the Enable/Disable button. This will stop the workflow from running. You can turn it back on whenever you need it.
4. Is this feature available to free users?
Workflows is free, but free plan users do not have access to SMS or automated email reminders, as these are included with a paid subscription. Free users also cannot edit templates or workflows.
5. What happens if I add a client as a lead? Will they still receive an intake and portal invitation even if they are not active?
Yes, they will still receive the intake and portal invitation if the relevant workflows are enabled. As this is part of our newer automations and workflows feature, it currently applies by default.
In the next phase, we are looking to add more personalization options, such as conditions that let you control whether an intake or portal invite is sent based on the client’s status.
6. Who can edit workflows and templates by default?
By default, the workspace owner and admins have edit access. Practitioners within the practice cannot make edits unless explicitly granted permission.
To give edit access, go to Team, select the team member, open Permissions, then enable Workspace settings and Edit access to everything.
7. My clients didn't receive automated reminders, but I've set them up under workflows. What should I do?
Make sure to add reminders on the basic reminders page for each category so everything flows smoothly. Also, check your client's notification settings.
8. I can't find invoice reminders under the Billing settings. Where is it located?
Previously, you could find Invoice reminders on the Settings > Billing page.
Now, Invoice reminders have been moved inside the Workflows basic reminders page.
Our team will be able to answer any other questions you may have. Just reply via messenger through the Help channel in your workspace.