Intake Content, Workflows, and Send Timing

Best Practice: Enable All 12 Intake Workflows

With all patient intake welcome and reminder workflows enabled, the maximum number of intake messages a patient receives is two, one Welcome, and one Reminder. Let’s review how that works.

When is the Welcome Message Sent?

When the initial Welcome message is sent to the patient depends on how far out the patient’s appointment is scheduled. As you’ll note, the timing within the parentheses indicates when the message is sent. Let’s review.

7+ Days: For appointments scheduled 7 or more days prior to the date of the visit, the patient will receive the Welcome (7 Days) message. This message is received 7 days prior to the appointment date.
6 Days: For appointments scheduled 6 days prior to the date of the visit, the patient will receive the Welcome (6 Days) message the evening they scheduled the appointment (if scheduled before 5 pm ET). If scheduled after 5 pm ET, the patient will receive the Welcome (5 Days) message on the day after they scheduled the appointment.
5 Days: For appointments scheduled 5 days prior to the date of the visit, the patient will receive the Welcome (5 Days) message the evening they scheduled the appointment (if scheduled before 5 pm ET). If scheduled after 5 pm ET, the patient will receive the Welcome (4 Days) message on the day after they scheduled the appointment.
4 Days: For appointments scheduled 4 days prior to the date of the visit, the patient will receive the Welcome (4 Days) message the evening they scheduled the appointment (if scheduled before 5 pm ET). If scheduled after 5 pm ET, the patient will receive the Welcome (3 Days) message on the day after they scheduled the appointment.
3 Days: For appointments scheduled 3 days prior to the date of the visit, the patient will receive the Welcome (3 Days) message the evening they scheduled the appointment (if scheduled before 5 pm ET). If scheduled after 5 pm ET, the patient will receive the Welcome (2 Days) message on the day after they scheduled the appointment.
2 Days: For appointments scheduled 2 days prior to the date of the visit, the patient will receive the Welcome (2 Days) message the evening they scheduled the appointment (if scheduled before 5 pm ET). If scheduled after 5 pm ET, the patient will receive the Welcome (1 Day) message on the day after they scheduled the appointment.
1 Day: For appointments scheduled 1 day prior to the date of the visit, the patient will receive the Welcome (1 Day) message the evening they scheduled the appointment (if scheduled before 5 pm ET). If scheduled after 5 pm ET, the patient will receive the Welcome (Same Day) message the morning of their appointment (around 5:30 am ET).
Same Day: If the patient is scheduled for a same day visit before 5:30 am ET, they will receive the Welcome (Same Day) message. If scheduled after 5:30 am ET, we recommend manually sending the patient intake form to the patient.

Reference: Welcome Workflows

Click on the following links to view the default language for the Welcome Email and Welcome Text Message.

Welcome Workflow List

Pre-IE Welcome with Intake (7D)
Pre-IE Welcome with Intake (6D)
Pre-IE Welcome with Intake (5D)
Pre-IE Welcome with Intake (4D)
Pre-IE Welcome with Intake (3D)
Pre-IE Welcome with Intake (2D)
Pre-IE Welcome with Intake (1D)
Pre-IE Welcome with Intake (0D AM)

When is the Reminder Message Sent?

If a patient has been sent the intake Welcome message but hasn’t completed it, they’ll automatically receive one Reminder message. When they receive this message depends on the date of their upcoming appointment. Let’s dive in.

3 Days Prior to the Appointment: Patients will receive the Digital Intake Reminder (3 Days) message if their intake has not been completed by 6 pm ET. This includes anyone who received Welcome (7 Days) through Welcome (4 Days).
2 Days Prior to the Appointment: Patients will receive the Reminder (2 Days) message if their intake has not been completed by 6 pm ET. This includes anyone who received Welcome (7 Days) through Welcome (3 Days).
1 Day Prior to the Appointment: Patients will receive the Reminder (1 Day) message if their intake has not been completed by 6 pm ET the day before the appointment.
Same Day: Patients will receive the Reminder (Same Day) message if their intake has not been completed by 5:30 am ET on the day of the appointment. This includes anyone who received Welcome (1 Day) or Welcome (Same Day).

Reference: Reminder Workflows

Click on the following links to view the Reminder Email and Reminder Text Message.

Reminder Workflow List

Digital Intake Reminder (3D)
Digital Intake Reminder (2D)
Digital Intake Reminder (1D)
Digital Intake Reminder (0D, AM)

More about Message Timing

Patients will receive the first workflow that they are eligible for.
1. A patient becomes “eligible” for a workflow when their case ID and contact information (email or mobile phone) is synced to Reach. This typically occurs within fifteen minutes of scheduling (WebPT EMR).
No patient receives the same content twice (we would never spam your patients).
1. For example, a patient who receives the Welcome (5 Days) message will not receive the workflows that run 4 days, 3 days, 2 days, etc. A patient who receives the Reminder (2 Days) message will not receive any additional reminders.
Therefore, the maximum number of automated messages a patient can ever receive is two.
1. Even when all workflows have been activated, the maximum number of automated messages sent to the patient is two. By enabling all workflows, you are giving patients more time to complete their intake.

Workflow FAQ

How does Reach choose to send an Email versus a Text Message?

Reach will attempt by default to send the message to the email address on file first. If the email is undeliverable, the system will then attempt to send the text message as the fallback notification. This is the established best practice for this type of content. If the patient’s email address in the WebPT EMR is blank or invalid, the system will resend the workflow using the text message notification type (as long as a mobile number was provided), increasing the likelihood your message will reach the intended recipient.

Will Reach send a Reminder message for manually sent intakes?

Yes, if a patient is sent intake manually and still has not completed it when reminders are sent out (3, 2, 1, or Same Day), they will automatically receive the first Reminder message that applies.

I’ve scheduled the appointment, why hasn’t intake been sent yet?

If it has been less than fifteen minutes since you’ve scheduled the appointment, it’s possible that Reach has not received the scheduled appointment. Reach updates fairly quickly and the intake sends automatically at set times during the day, so if it’s been over fifteen minutes, but it’s before 6 pm ET, the workflows haven’t run yet and that’s why the patient has not yet received it.