Reactivation in GoHighLevel

What it does

1. A saved list, Lapsed 90 days, starts with the patients whose last visit was more than 90 days ago when the records came in. It does not update itself yet.
2. Staff pick who to invite and add them. It never starts by itself, on purpose.
3. Emails go out a few at a time with a gap between them, not to the whole list at once.
4. The email is short: it has been a while, we are here when you are ready, reply YES or book. It says no one needs to do anything if they are fine.
5. A YES or BOOK reply gets an email with the booking links within seconds, and the front desk gets a task to call. After 3 days with no reply, the patient is marked no reply and left alone.
6. Any other answer, like not right now, gets no booking email, and a person gets a task to read it.

What keeps it safe

• It only looks for a couple of simple words. I do not want a computer guessing what a patient meant on a healthcare account, so anything else goes to a person.
• Patients who are doing fine or found care elsewhere are told they need to do nothing.
• Before going live I would add a catch-all, because a patient who writes a brand new email instead of replying could be missed.

How I tested it

• The lapsed list held 63 contacts: 60 imported and 3 test patients. I enrolled only the 3 test patients, because the other 60 use addresses that cannot receive mail.
• 3 contacts were enrolled 2 minutes apart, and each email arrived within 3 seconds.
• A YES reply got a booking email 15 seconds later and a call task for the front desk.
• A not right now reply got no booking email and 1 task to read it. A contact left unanswered finished as no reply after the 3 day wait.

Built with

• GoHighLevel