End-to-End Patient Journey Automation
From first inquiry to Google review, on autopilot
The Problem
Dental front desks juggle inquiries, confirmations, reminders, no-show chasing, and review requests by hand. Each missed step costs a booking, a chair hour, or a review.
How It Works
- 01Inquiry or $99 booking
- 02Confirm + remind
- 03Showed or no-show
- 04Rebook no-shows
- 05Request review
- 06Pipeline updates itself
One pipeline card moved from New Lead to Appointment Booked to Showed during the test run
No-show workflow: waits 2 days, then only follows up if the patient hasn't rebooked.
Four published workflows, one for each stage of the patient journey
Clinic website with a $99 New Patient Special offer
Online booking on the New Patient Special funnel
Review funnel: 4 and 5 stars go to Google, 1 to 3 stars go to a private feedback form
Branded confirmation email sent right after booking
Review request email sent 2 hours after the visit is marked Showed
What I Built
- Website Inquiry: tags the contact, creates a Patient Journey opportunity, sends an auto-reply email + SMS, alerts staff, and creates a follow-up task
- Appointment Reminders: on a New Patient Special booking, sends a confirmation SMS + email, then reminders 24 hours and 2 hours before the visit
- No-Show Follow-Up: moves the patient to No-Show, sends an SMS + email, waits 2 days, and sends one more nudge only if they haven't rebooked
- Review Request: when marked Showed, waits 2 hours and sends a review request by SMS + email
- BrightSmile website, a $99 New Patient Special funnel, and a Rate Your Visit funnel with a Google review step and a private feedback form
- The private feedback page still offers a Google review link, so every patient can review publicly if they choose
- Separate SMS consent checkboxes for appointment messages and marketing messages on every form
Tested End to End
Clean run with a sample patient: website inquiry, $99 booking, marked Showed, review request. One pipeline card moved from New Lead to Appointment Booked to Showed, and each email arrived with the clinic's name and logo.
Tools Used
What Was Tricky
The four workflows had to hand off to each other without double-messaging anyone. They share tags: booking adds 'appointment-booked' and removes 'no-show', and the no-show workflow checks for that tag before its final follow-up. So a patient who rebooks drops out of the no-show sequence on their own, and the pipeline card moves back to Appointment Booked.
Where This Fits
Demo build for a fictional business. SMS steps are built and configured. Live delivery requires an A2P-registered phone number.