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Setting Up New Client Automations

Automate welcome messages, intake instructions, onboarding tasks, and follow-up communication when a new client is added to Zanda.

In this article

New Client Automations Overview

New Client automations help your practice respond consistently when a new client profile is created. You can use this automation to send a welcome email or SMS, share next steps, provide intake instructions, follow up after client portal registration, or create an internal task for your admin or practitioner team.

The automation can be triggered when a client is added manually by a Zanda user or when a client self-registers through the client portal. You can choose whether the automation runs immediately after the client profile is created or a set number of days later.

New Client automations can send SMS messages, send emails, create user tasks, or perform multiple actions together. This gives your team a simple way to standardize new client onboarding, reduce manual follow-up, and make sure new clients receive the right information at the right time.

You can configure New Client automations using conditions such as how the client was created, days after client creation, client status, client type, practitioner, and client classification.

Use this article to set up automations for new client welcome messages, client onboarding, intake follow-up, portal registration follow-up, admin follow-up tasks, practitioner follow-up tasks, and automated communication to clients or their connected contacts.

Timing of New Client Automations

New Client automations can run in two ways:

  • Immediately after the client is created: The automation is triggered as soon as the client profile is created. You can apply this to all new clients, only clients created by users, or only clients created through the client portal.

  • Days after the client is created: The automation is triggered a set number of days after the client profile is created. Delayed New Client automations are processed at 2:00 PM (14:00) local time for each account.

Using New Client Automations for Client Onboarding 

Here's how new client automations are configured:

  1. Navigate to User Menu > Account Settings > Communication > Automations. 
  2. Click '+Add Automation"
  3. Enter automation name (e.g. 'New Client Intake')
  4. Select Automation Type 'New Client'
  5. Select Conditions: 
    1. If "Immediately after client created" selected, select 'Clients' sub-conditions:
      1. "All new clients"
      2. "Only clients created by users" 
      3. "Only clients created on portal'
    2. If "Days after client created" selected, select
      1. number of Days after client created (1 or more)
      2. Client Status
      3. Client Type
      4. Practitioner
      5. Client Classifications
  6. Set up automation action types: SMS, Email and/or user Task.
    1. You can set one or multiple actions for each automation.
    2. Select communication templates you created to be used with each action. 
    3. The Task action allows you to select a specific communication email, SMS or letter template to be associated with the task in the Template field, and add an internal note for your team in the Task Details field.
  7. Save the changes.

⚖️ How Matching Works

  • Within a single condition (for example, selecting multiple Client Types), the system uses OR logic. If you select Self-Paying and Insurance, the automation will trigger if the client is either Self-Paying or Insurance.

  • Between different conditions (for example, Days after client created + Client Type), the system uses AND logic. This means both must be true for the automation to run.

Logic Type Example Result
OR (within one condition) Client Type = Self-Paying OR Insurance Automation triggers if client is either type
AND (across conditions) Days After Client Created = 3 AND Client Type = Insurance Automation triggers only if client was created 3 days ago and is Insurance

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

Sending All Automation Communication to Clients' Contacts

You can send automations communications, such as new client, 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.

💡 Pro 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.