Skip to content
  • There are no suggestions because the search field is empty.

Setting Up a Post-Appointment Automation

Automate follow-up messages, rebooking prompts, after-session instructions, client check-ins, and internal tasks after completed appointments.

In this article

Post-Appointment Automations Overview

Post-appointment automations help your practice follow up with clients after an appointment without needing to track each appointment manually. You can use them to send follow-up emails or SMS messages, share aftercare instructions, request feedback, send rebooking prompts, remind clients about next steps, or provide links to forms and resources after their session.

You can also use post-appointment automations to create internal tasks for your team. For example, you might create a task to follow up with a client, review post-session paperwork, check whether a client needs another appointment, or complete an admin action after a specific service.

Post-appointment automations are especially useful when different appointment types need different follow-up communication. You can set up targeted follow-ups based on conditions such as days after the appointment, appointment location, appointment status, service, appointment flag, client status, client type, client classification, or whether telehealth was enabled.

Use this article to set up automated post-appointment emails, SMS messages, and tasks for client follow-up, rebooking reminders, aftercare instructions, post-session communication, feedback requests, practitioner-specific follow-ups, service-specific workflows, telehealth follow-ups, and internal team tasks.

Important note about timing

Post-appointment automations are not sent immediately after an appointment ends. They are processed daily at 2:00 PM (14:00) local time for each account, based on the number of days after the appointment date that you set in the automation conditions.

For example, if the automation is set to run one day after the appointment, the message or task will be processed at 2:00 PM local time on the following day, provided the appointment meets all selected conditions.

Using Post-Appointment Automations For Sending Communication After An Appointment

This is how you will set this up:

  1. Navigate to User Menu > Account Settings > Communication > Automations
  2. Click on '+ Add Automation'


  3. Name the Automation based on its purpose.
  4. Select the 'Post-Appointment' Automation Type.
  5. Set the Conditions for this automation. All conditions must be met for an automation to be triggered. The following conditions can be set:
    1. Days after Appointment Date - this is when the automated message will be sent for the past appointment. Minimum time period for setting this automation is 1 day after the appointment date. 
    2. Appointment Location - leave as all, or select one or more locations.
    3. Appointment Status -  leave as all, or select one or more statuses.
    4. Appointment service -  leave as all, or select one or more services linked to the appointment.
    5. Appointment flag -  leave as all, or select one or more flags.
    6. Client Status - leave as all, or select one or more statuses.
    7. Client Type - leave as all, or select one or more types.
    8. Client Classifications - leave as All, or select one or multiple client classifications.
    9. Telehealth Status - refers to appointments with telehealth links on or off, select All, Enabled or Disabled.

⚖️ How Matching Works

  • Within a single condition (for example, selecting multiple Services or Client Classifications), the system applies OR logic. Example: If you select Therapy and Massage, the automation will trigger if the appointment is for either Therapy or Massage.

  • Across different conditions (for example, Days after Appointment + Service + Location), the system applies AND logic. Example: The automation will trigger only if the appointment was 2 days ago AND is for Therapy AND is at the Melbourne location.

Logic Type Example Result
OR (within one condition) Appointment Service = Therapy OR Massage Triggers if the appointment is for either service
AND (across conditions) Days After Appointment = 2 AND Service = Therapy AND Location = Melbourne Triggers only if all match

💡 Tip: Multiple selections inside one condition = OR, while multiple conditions together = AND.

6. Click on the 'Action Type' dropdown to set the action type, SMS, email, or task and select the communication template you created to use for this Automation. 

7. You can add another action by clicking the '+AND' button and selecting an action, then choosing your template. You can add as many additional actions as needed.

8. If you selected a Task action, in addition to selecting a communication template, you can also add an internal note for your team in the Task Details field. The automation task will appear in your main Tasks dashboard and will be visible to all users. 

9. Save the changes.

Sending All Automation Communication to Clients' Contacts

You can send automations communications, such as pre-appointment messages, follow-ups, invoices reminders, recalls and so on, directly to a client’s contact.

How It Works

  1. Open the relevant client Profile > Contacts tab and select their connected contact, or add the contact who will be receiving their automation communication messages.
  2. Each connected contact profile includes a Send all automation communication toggle. You’ll find this setting just below the Send reminders toggle in the connected contact’s settings. Turn this toggle on.
  3. Save the changes. When this option is turned on, all automated messages that would normally go to the client will also be sent to that contact. This includes any automations triggered by reminders, invoices, recalls, or similar workflows.

Example

If a parent, guardian, or carer is listed as a contact and the Send all automation communication option is enabled, they will receive the same automated messages as the client.

💡 Tip:

Before enabling this setting, make sure you have the contact’s consent to receive communications on behalf of the client. This helps maintain privacy and ensures compliance with communication and data protection standards.