Setting Up Incomplete Forms Automation

This automation type allows you to configure automated messages (SMS, email) or tasks for your team to remind clients to complete forms. This feature is a great way to ensure you have all the necessary client information before their appointment.

In this article:

• Incomplete Forms Automation Overview

• Setting up Incomplete Forms Automation

• Sending All Automation Communication to Clients' Contacts

Incomplete Forms Automation Overview

The Incomplete Forms automation type helps you effortlessly manage client forms. It automatically sends reminders to clients who haven’t completed their forms, saving your team time on manual follow-ups. By ensuring forms are completed on time, you can streamline client intake, improve data accuracy, and be better prepared for appointments.

Benefits of Incomplete Forms Automation:

• Save time by automating follow-up on outstanding forms.

• Improve efficiency by ensuring all client data is collected before the appointment.

• Enhance client communication with timely and professional reminders.

• Reduce administrative stress for your team.

Setting up Incomplete Forms Automation

Here's how to create automations to remind clients about incomplete forms.

1. Go to Settings > Communication > Automations.
2. Click the '+ Add Automation' button at the top of the page.
   
3. Enter a descriptive name for your automation (e.g., "Incomplete Forms Reminder").
4. Select the Automation type as 'Incomplete Forms'.
   
5. Set the Conditions - they will determine when the automation is triggered. For the 'Incomplete Forms' automation, you can base the trigger on the client's next appointment date, the form's expiry date, or the date the form was created, and the client's status. 
   
   1. Days before next appointment: select the number of days.
      1. This option triggers the automation a specific number of days before a client's upcoming appointment. For example, setting it to '2' will send a reminder two days before the appointment, ensuring the form is completed in time
         
         This will only trigger for non-cancelled appointments, ie. Pending, Arrived, Confirmed, or Completed.
         
   2. Days before expiry: select the number of days.
      1. If your forms are configured with an expiry date, this condition allows you to send a reminder a specified number of days before the form link becomes invalid.
   3. Days after form created: select the number of days.
      1. This condition triggers the automation based on the number of days that have passed since the form was initially created and assigned to a client. This is useful for following up on forms regardless of any future appointment date. 
   4. Client Status  
      1. You can select multiple client statuses for the same automation. The status is pulled from the field on the client's profile. 

1. Select Form Template(s): After selecting one of the time-based conditions above, you must also specify which form template(s) the automation applies to. The automation will only be triggered if a client has an incomplete form from one of the templates you select here.
   1. You can select one or multiple form templates for a single automation, which means the automation will run if a client has an incomplete form for any of the selected templates.
      
2. In the 'Actions' dropdown, select what the automation will do. You can choose from SMS, Email, or Task. You can add multiple actions if needed by clicking the '+ AND' button.
   1. SMS/Email: Select a pre-written communication template from the 'Template' dropdown.
      1. 💡Make sure to include the 'Incomplete Form' merge field in your template to provide a direct link for the client to complete the form:
      2. Go to Tools > Communication > Templates and create a new template or select one you wish to use with this automation. 
      3. Edit the content of the template as necessary and open the Available Merge Fields list.
      4. Find and copy the {IncompleteForm} merge field.
      5. Paste it in the reminder text where applicable. This merge field will be used by the system to include the link(s) to incomplete client form(s) which match the automation conditions. 
         
          
   2. Task: This will create a task for your team. Use the Task Details field to add internal instructions (e.g., "Follow up with client about incomplete intake form"). The task will be linked to the client and will appear on your main Tasks dashboard.
      1. Select a pre-written communication template from the 'Template' dropdown.
         
3. Turn the 'Active' switch to 'On' to activate your automation.
4. Once you have configured all your actions, click 'Save' to create the automation.
   
   

Your new Incomplete Forms automation is now active and will automatically send reminders with links to incomplete forms or create tasks for your team members linked to clients with outstanding forms based on the conditions you’ve set. This ensures you’re always prepared for upcoming appointments without the need for manual follow-ups.

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.