Send Rules and Send Restrictions
Send Rules and Send Restrictions offer the opportunity for organizations to tailor when specific messaging arrives to their patients and leads. Below, you'll find more information on
- Send Rules
- Send Restrictions
- Recommended Send Timing by Content Type and Workflow
- Excluded Holidays
Send Rules
Send Rules are a feature within Announcements, Surveys, and Blog Posts that set thresholds on how often an individual can receive a piece of content during a specific period of time.
Send Restrictions
While Send Rules apply to a specific Content, Send Restrictions are applied at the Workflow level, and give you the option to limit the days that you send messages
- No restrictions
- Weekdays only (Monday - Friday)
- Weekends only (Saturday and Sunday)
There is also an Exclude Holidays checkbox that will not send workflows on major holidays (see list below). For example, we recommend reactivation contents to exclude weekends and holidays because if a patient gets a message and tries to reach out to the clinic on these days, the clinic may be closed and the patient may try elsewhere.
Recommended Send Timing by Content Type and Workflow
Content Type | Recommended Send Rule in Content | Recommended Restrictions in Workflows | |
Digital Patient Intake Welcome (or Pre-IE Welcome) | 1 Time per Fortnight (14 days) |
No restrictions | |
Intake Reminders | 1 Time per Fortnight |
No restrictions | |
Net Promoter(R) Surveys | 1 Time per Day | Weekdays only, Exclude holidays | |
Google/Facebook Review Requests | 1 Time per Month | No restrictions, Exclude holidays | |
Dropped Patient Intervention | 1 Time per Fortnight | Weekdays only, Exclude holidays |
|
Reactivation #1 (2 months after last visit) | 1 Time per Quarter | Weekdays only, Exclude holidays | |
Reactivation #2 (4 months after last visit) | 2 Times per Year | Weekdays only, Exclude holidays | |
Reactivations #3 - 7 | 1 Time per Year | Weekdays only, Exclude holidays | |
Reactivation Sign Up Confirmation | 1 Time per Day | No restrictions | |
Reactivation Conversion Prompts #1-2 | 1 Time per Fortnight | Weekdays only, Exclude holidays |
|
Educational Content | 1 Time per Year |
No restrictions |
|
Happy Birthday | 1 Time per Year |
No restrictions |
|
New Appointment Sign Up Confirmation | 1 Time per Day | No restrictions | |
New Appointment Conversion Prompts #1-2 | 1 Time per Fortnight | Weekdays only, Exclude holidays |
Excluded Holidays
When the "Exclude Holidays" box is checked on a given workflow, Reach will not send on the following days:
- New Year's Day
- Martin Luther King, Jr. Day
- Memorial Day
- Independence Day
- Labor Day
- Veterans Day
- Thanksgiving
- Christmas Day