# Patient journeys that respond to your clinic. Let the work in your clinic shape what happens next. Start with a ready-made automation or build your own, with live clinic events, relevant checks, personal messages and follow-up tasks for your team. Feature availability depends on your plan, enabled features and access permissions. Canonical HTML: [https://dappleos.com.au/features/intelligent-automations](https://dappleos.com.au/features/intelligent-automations) Feature group: [Growth and engagement](https://dappleos.com.au/features/growth-engagement) ## At a glance - **A starting point. Or your own.** Choose a default workflow or build a journey for the way your clinic works. - **Connected to real moments.** Respond to appointments, saved notes, treatment-plan activity and more. - **Check before continuing.** Use waits and conditions to keep the next action relevant. - **A message. A task. A person.** Bring patient messages and assigned team follow-up into one journey. - **Follow the journey through.** See where patients are, then review qualifying bookings and purchases. ## A useful start for the work you already do. Appointment messages, aftercare, treatment reminders and gift cards have familiar starting points. Review the workflow, choose your templates and adapt the timing before you start it. Or build a custom journey from a blank canvas. ## The follow-up begins in the clinic. A new appointment. A note saved. A treatment due in a plan. Use supported events to begin a configured journey, with filters that keep the trigger relevant to your clinic. ## Bring the visit together before following up. With post-visit follow-up enabled, a running automation can group eligible aftercare, invoice, treatment-plan and next-appointment information from the same visit. It waits for a configured quiet period after visit activity before preparing the follow-up. - Group supported activity associated with the patient’s visit and location. - Review the message template, trigger filters and timing before starting the workflow. - Keep online-booking confirmations separate from the in-clinic visit follow-up. ## A lot can change between two messages. Someone may have booked since the first reminder. Or purchased the product you were about to follow up. Add a check at the point it matters, then choose a different path when their situation has changed. ## Some next steps need a person. Send an email, SMS or patient-app message. When a personal follow-up makes more sense, create a patient-linked task for a staff member or group, with the details they need to act. ## See where they are. Understand how they got there. Filter journeys by patient, current step or status. Open a record to see the event that started it, the steps it has reached and the result of its checks. ## See the appointments and product purchases that follow. Connect campaign results to the appointment and purchase records already in DappleOS. Choose a treatment-booking or product-purchase goal and a time window, then see which patient journeys met it. Review these outcomes alongside email opens and clicks, with the actual clinic activity in view. ## From the clinic event to the next action. Keep the appointment or treatment-plan context, patient message and team task together. Spend less time moving between a reminder list, a separate messaging tool and a follow-up spreadsheet. ## Ready-made workflows Configure the defaults around your clinic. - **Appointment confirmation:** Ask patients to confirm their appointment. SMS and email. - **Appointment booked:** Follow a new booking with the appointment details. SMS and email. - **Appointment rescheduled:** Keep changed appointment details in view. SMS and email. - **Aftercare:** Follow a saved note with its aftercare or practitioner message. Email. - **Treatment reminder:** Send reminders around the configured treatment schedule. SMS and email. - **Treatment follow-up:** Follow up after a treatment-related appointment. SMS and email. - **Gift card received:** Deliver the gift-card information to its recipient. Email. - **Gift card purchased:** Contact the purchaser separately from the recipient. SMS and email. ## Treatment plan journeys Keep follow-up connected to the plan. - **Treatment plan appointment due:** Follow a due, unbooked treatment with a message, wait and booking check. A configured reception task can be the next step. - **Treatment plan sample follow-up:** Follow a sampled product and check whether it was purchased before continuing. - **Treatment plan product repurchase:** Use the configured repurchase interval, then check for a purchase before the next message. - **Treatment plan complete:** Check for an active plan and a booked appointment before inviting the patient to reconnect. ## Choose the moment. Match it to an opportunity. Explore the trigger types by clinic workflow. Each trigger offers its own filters; availability depends on the related features enabled for your clinic. - **Appointments and attendance:** Support bookings and keep changed appointments in view. Triggers: New appointment, Appointment rescheduled, Appointment cancelled or no-show, Appointment confirmations, Appointment reminders, Telehealth video call reminder, Appointment no answer. Example: Follow a cancellation with a rebooking message, then check for a future appointment before asking reception to follow up. - **Treatment plans and return visits:** Follow up the next treatment or skincare purchase in the plan. Triggers: Treatment reminder, Treatment follow-up, Plan created, Plan updated, Treatment due this month, Product sampled, Product repurchase due, Plan completed, Assessment completed. Example: When a sampled product needs follow-up, check whether it has been purchased before sending the next message. - **Clinical notes and prescribing:** Connect the visit with its next communication. Triggers: New clinical note, Post visit, New prescription, Prescription repeat due. Example: Use a saved clinical note to begin the configured aftercare email, including the practitioner’s personal message. - **Invoices, retail and gift cards:** Keep patients informed and follow up unfinished purchases. Triggers: New invoice, Package purchased, New online store order, Online store order shipped, Online store payment failed, Gift card purchased, Gift card received. Example: A failed online checkout can begin a support message or team task, so your team can help the patient complete their purchase. - **Memberships:** Help your team keep membership payments and renewals on track. Triggers: Membership created, Membership renewed, Membership completed, Membership payment failed, Membership cancelled, Membership cancellation scheduled, Membership card expiring. Example: An expiring card can prompt a reminder; a failed payment can create an assigned follow-up task. - **New patients, leads and referrals:** Welcome new patients and follow up enquiries at the right stage. Triggers: New patient, New lead, Lead converted, Lead stage changed, Referral completed: referee, Referral completed: referrer. Example: Check whether an enquiry is still a lead before continuing follow-up. Keep referral messages relevant to each person’s role. - **Audience and engagement:** Respond when a patient’s interests or audience membership change. Triggers: Segment entered, Segment exited, Email opened, Form flow completed. Example: When someone enters your skincare audience, begin a relevant journey and recheck segment membership before the next message. - **Messages, requests and team tasks:** Bring patient conversations and outstanding work into team follow-up. Triggers: New message, New request, Request declined, New task, Task updated. Example: Use a new request to create a patient-linked task for the team member or group responsible for responding. - **Pathology:** Bring results and requests into your configured review workflow. Triggers: New pathology request, New result, Critical pathology result. Example: Notify the responsible team when a result arrives. Clinical interpretation and decisions stay with the practitioner. - **Scheduled journeys:** Start recurring work at a time your clinic chooses. Triggers: Fixed schedule. Example: Use a scheduled start with an audience check for recurring patient follow-up, then apply waits and send windows within the journey. ## Check the patient’s record before the next step. Conditions read the relevant clinic data when the journey reaches them. Choose the checks and Yes/No or branching paths that fit the follow-up you want to run. - **Bookings and attendance:** See whether an appointment reminder is still useful. Conditions: Has future appointment, Confirmed appointment, Still unbooked, Had treatment, Appointment booked since, Appointment cancelled. Example: After a reminder and wait, check for a booking. End that path when the patient has booked, or continue with a follow-up task when they have not. - **Treatment plans and purchases:** Keep follow-up aligned with the plan and recorded purchases. Conditions: In treatment plan: planned, booked or had, Treatment plan treatment booked, Treatment plan product purchased since, Active treatment plan exists. Example: Check for a product purchase before another repurchase reminder, or for an active plan before inviting the patient to plan their next visit. - **Patient context and audience:** Give different patients the next step that fits their situation. Conditions: New patient, In segment, Is still lead, Trigger data. Example: Create a welcome path for new patients, check whether an enquiry is still a lead, or branch using supported patient, form and assessment fields. - **Messages and app activity:** Use message and app context when choosing the next step. Conditions: Messages read, Has app. Example: Check supported message-read status or app usage before choosing another message or a personal follow-up task. - **Pathology and requests:** Check which results or requests still need attention. Conditions: Pathology results received, Pathology results abnormal, Pathology request completed, Subsequent request. Example: Check whether the required results have arrived before routing an assigned review task. Practitioners decide the clinical response. ## Your rules. Your clinic’s control. Review the event, conditions, message and assignee before starting a workflow. Keep its running state and results visible to the people who manage it. - **Deliberate activation:** Save the configured workflow, then choose Start. Running and Stopped states remain visible in the builder. - **Relevant preferences:** Marketing sends check the relevant channel preference. Transactional configuration is separate and should match the purpose of the communication. - **A clear task owner:** Select a user or group for task actions. A task is created when the journey reaches that action with a valid assignee. - **Meaningful measurement:** Permissions control access to performance. Defined goals and windows measure qualifying outcomes, without treating them as proof of causal lift. ## FAQs ### Can automations respond to what actually happens in our clinic? Yes. Supported events include new appointments, saved notes, treatment-plan activity, treatment reminders and gift-card events. The configured event starts the journey, which then follows its checks, waits and actions. Event-driven, scheduled and segment-based triggers have different timing; they are not all instantaneous. ### Can we start with a default and also build our own? Yes. The default cards cover appointment confirmation, booking and rescheduling, aftercare, treatment reminders and follow-up, and gift-card purchaser and recipient messages. There are also treatment-plan, post-visit and referral journeys. You can review and adapt a supplied workflow, or use New to create your own with supported events and actions. ### Can a journey stop reminding someone who has already booked? A configured booking check can take a different path when the relevant appointment exists. For example, the treatment-plan booking check can inspect the exact planned treatment option for a qualifying appointment in the current calendar month. You choose the check and its scope; it is not an automatic rule on every message. ### Can an automation create a call list for our team? Yes. A Task action can create a patient-linked Pending task for a selected staff member or group. Set the title, description, task type, location and an optional due date in days. A reception call list can use those tasks; the automation does not dial or complete the call. ### Which patient message channels can we use? Workflows include email, SMS and patient-app or portal messages using configured templates. Keep the chosen channel, patient details and message context together. An app-message action is distinct from confirmed push-notification delivery. ### Can follow-up bring information from the same visit together? Where post-visit follow-up is enabled, a running automation can group supported aftercare, invoice, treatment-plan and next-appointment information associated with the same visit. A configured quiet period allows the visit’s activity to settle before the follow-up is prepared. Trigger filters, message setup and running state still apply. Online-booking confirmations remain separate. ### Can we see an individual patient’s progress? Yes. Journeys can be filtered by patient, current step and In progress or Completed status. Open a journey to see the trigger context, recorded steps and the outcome of checks. A completed journey means its workflow has finished, not that a treatment or purchase occurred. ### How do we measure bookings or purchases after a journey? Set a booking or purchase goal, select any eligible activity, a specific item or a tag, and choose its time window. Goals and conversions shows qualifying runs, pending windows and results that did not meet the goal. These outcomes are separate from message engagement and do not prove that the automation caused the result. ### How do we keep control of what runs? Review and save the event, conditions, timing, templates and task assignees, then deliberately start the workflow. Running and Stopped states are visible. Marketing preferences and transactional configuration serve different purposes, and permissions control access to performance. ## Related features - [Segments](https://dappleos.com.au/features/patient-segmentation) - [Broadcasts](https://dappleos.com.au/features/broadcasts) - [Planning](https://dappleos.com.au/features/treatment-planning) - [Clinic-branded patient app](https://dappleos.com.au/features/patient-app) - [Reporting and analytics](https://dappleos.com.au/features/intelligent-reporting) - [Inbox and messaging](https://dappleos.com.au/features/inbox-messaging) - [Aftercare](https://dappleos.com.au/features/aftercare) - [Gift cards](https://dappleos.com.au/features/gift-cards) - [Refer a friend](https://dappleos.com.au/features/refer-a-friend) ## Next step [Book a demo](https://dappleos.com.au/sales-call)