Automatically send review invitations, surveys, and more in response to appointment events.
Pre-requisites
In order to send messages via automation, you’ll need the following:
- A complete TCR business registration, if sending via SMS to U.S. phone numbers.
- A configured integration connection to your data management system.
- A message template (e.g. review invite, survey, or campaign) you wish to send.
Create a New Automation
Visit Settings > Integrations and choose the integration for your data source. Find your connection from the connections list and choose Edit.
Under the Automations tab, choose Create an Automation.
Choose a Mapped Location or Provider for the automation–this will define the data source for the automation, i.e. all appointments associated with the chosen Location or Provider.
Click Create Automation.
Having trouble finding integration settings?
This guide is applicable to customers integrating with Swell's latest generation integrations or the Events API.
Other integration connections follow a similar process, but the configuration is located at Settings > Locations > Edit Location > Automation Integrations.
Configure the Trigger, Send Time, and Template
Choose an event to serve as the automation trigger: Appointment Begins, Ends, Received, or Checked Out*.
*The Checked Out trigger is only supported by certain EHRs and integration platforms. This trigger typically relies on manual input in the EHR/PMS to mark a patient checked out.
Appointment Received is only recommended for confirmation purposes, as it triggers messages related to future appointments that may be canceled or changed.
Choose a delay duration for the trigger and whether to apply the trigger before or after the triggering event.
Choose whether to send the template immediately when the trigger is fired, or at a fixed time of day.
Fixed times can cause next-day delivery. Any automations triggered after the fixed send time will be sent the following calendar day at the set time.
Choose the relevant template type and your template from the dropdown menus.
Configure Conditions (Optional)
Conditions are optional criteria that further filter down which events will trigger a message. Common examples include filtering by appointment type, provider, or canceled appointments.
Some conditions, such as provider, allow you to select one or more provider(s) who must be associated with the appointment for the automation to trigger.
In many cases the options for variable conditions such as provider, procedure code, etc. are automatically synced as Swell receives appointments through your integration connection. You may need to wait a day or two before the person or code you’re looking for becomes available in the system.
Other conditions, such as Cancelled Appointments, require a Yes/No value. This allows you to specify filtering logic such as sending a specific template “only to canceled appointments” or “only to appointments that did not cancel.”
Multiple conditions can be specified, but please note that automations are only triggered by events that meet all conditions. If you need to send the same template in multiple unrelated situations, you can re-use the same template and create one automation for each situation.
Save and Enable Your Automation
When your trigger, send time, template, and condition settings are complete, choose Save Automation. If you are ready to start automatically sending messages according to your settings, switch the toggle from Automation Off to Automation On.
