Automations send online review requests to your patients, typically after their appointment. CareStack simplifies this process, allowing your practice to easily set up and manage these automated requests. This frees up your team's time and ensures consistent outreach.
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To begin exploring automations:
- Navigate to the System Menu > select Reputation Management > Automations.
Create a New Automation
To create an automation, follow these simple steps:
- Click + Create Automation.
- Here, you can automate Survey and Request Reviews.
1. Set Up Survey Automation
- Click Survey.
On the New Automation Request modal, fill in the fields for Sections 1 & 2 as follows:
Section 1: General Settings
a. General Settings
- Automation Name: Enter a suitable name for the automation request.
- Select Survey: Select the desired survey from the drop-down.
- Select Locations: Choose the practice locations where appointments are linked.
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Trigger Type: Select the trigger criteria - Production Type or Procedure Codes.
- From the drop-down, select production type(s) or procedure code(s).
b. Redirect to Review uses your set NPS or CSAT threshold to automatically encourage reviews from satisfied patients on Google, Yelp, Facebook, or Carestack.
| Example: With a threshold set (e.g., NPS > 8), satisfied patients are prompted for a review on Google, Yelp, Facebook, or CareStack. Unsatisfied patients are not, allowing for private follow-up and preventing negative feedback. |
- Click Cancel to discard your changes.
- Click Save as Draft to save the automation without enabling it, Or
- Click Next to proceed.
Section 2: Automation Settings
a. Template Settings
- Select Channels: Choose the channels for this automation.
- Branding: Set the branding setting as Global, Group Level, or Location.
- Select Text Template: Choose the template for text messages.
- Select Email Template: Choose the template for emails.
b. Automation Settings: Set the scenario to trigger the automation.
- For example, send an Automation Request 5 minutes after patient checkout, or at 5:30 pm after patient checkout.
c. Click the Send Follow Up toggle to enable follow-up messages.
- If enabled, select the Text and Email Templates.
| Tip: Custom templates can be set up specifically for follow-up texts and emails. |
- You can view the Text and Email Previews on the right.
- Click the Automated Text and Follow Up Text tabs to preview the messages.
- To send a sample, click Send Sample Text/Send Sample Email on the top right.
- Click Cancel to discard your changes.
- Click Previous to navigate back.
- Click Save & Enable to activate the automation. Or,
- Click Save as Draft to save the automation without enabling it.
2. Set Up Request Review Automation
- Click Request Reviews.
On the New Automation Request modal, fill in the fields for Sections 1 & 2 as follows:
Section 1: General Settings
- Automation Name: Enter a suitable name for the automation request.
- Select Locations: Choose the practice locations where appointments are linked.
-
Select Codes: Select the trigger criteria - Production Type or Procedure Codes.
- From the drop-down, select production type(s) or procedure code(s).
- Show Request Links for: Select request links for Google, Facebook, Yelp or CareStack.
- Click Cancel to discard the unsaved changes.
- Click Save as Draft if you want to save the automation without enabling, Or
- Click Next to proceed.
Section 2: Automation Settings
Complete the fields as described in Section 2 of Set Up Survey Automation.
Manage Automations
The Automations grid is where you manage your automated requests, which is essential for enhancing your practice's online presence and patient engagement. It is organised into tabs, allowing you to view All, Survey, or Review Requests automations. Each automation tile displays the automation name, the enabling user's name, and the number of emails and texts that have been Sent or Clicked.
- Select Locations to filter out the automations by the intended locations.
- Use the toggle to set the automation as Active or Inactive.
- You can Filter by Status, Medium, or Survey.
- Click Apply Filter.
- To edit or delete an automation:
- Click the three-dot menu on the intended automation.
- Select Edit or Delete as needed.
Practices can leverage this guide to master how to create and manage automations in CareStack's Reputation Management feature, freeing up staff time and building a stronger online presence.
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