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Setting Up a Recall Automation

Set up recall automations in Zanda to ensure clients rebook after a specified interval. Automate follow-up messages or tasks for clients with no future appointments scheduled.

Create an automation for recalling for your clients. Recall Automations are messages sent or tasks created at a scheduled interval after the client's last booked appointment where they have no future appointments booked. This is a great tool for following up on clients to ensure they rebook after a certain interval. 

Note: 

Recall Automations will only be created for clients with an appointment that meets all automation conditions and have no future appointments booked with those conditions. 

Follow these steps to create an automation:

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

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  3. Give the automation a name (e.g. "3 month recall")
  4. Select the 'Recall' Automation Type. 

  5. Set Conditions for this automation. All conditions must be met for an automation to be triggered for clients that have no future appointments booked. The following conditions can be set:
    1. Days after Appointment Date - this is when the automated message will be sent.
    2. Appointment Location - leave it as all, or select one or many locations. 
    3. Appointment Flag - leave it as all, or select one or many appointment flags.
    4. Client Status - leave as all, or choose a status to filter out clients who do not need a recall created.
    5. Client Type - leave it as all, or select one or many client types.
    6. Client Classifications - leave as all, or choose one or more client classifications to filter out clients who do not need a recall created.
    7. Telehealth Status (refers to appointments with telehealth links on or off, select All, Enabled or Disabled).

⚖️ How Matching Works

  • Within a single condition (e.g. multiple Client Classifications), the system applies OR logic. Example: If you select Adult and Child, the automation will trigger if the client is either Adult or Child.

  • Across different conditions (e.g. Days after Appointment + Client Status + Telehealth Status), the system applies AND logic. Example: The automation will trigger only if the last appointment was 90 days ago AND the Client Status is Active AND Telehealth Status is Enabled.

Logic Type Example Result
OR (within one condition) Client Classification = Adult OR Child Triggers if the client is either Adult or Child
AND (across conditions) Days After Appointment = 90 AND Status = Active AND Telehealth = Enabled 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.
    1. The email or SMS will be sent to the client that the appointment is booked for.
    2. 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. 
7. Save the changes. The automation will start sending in the next daily batch for client's that meet the conditions going forward.