Creating Ongoing Campaigns In Connect (Atlas)
Creating an ongoing campaign is a simple process once you are aware of who you want to target. Firstly, you'll need to navigate to Connect You'll find this in the left hand menu below Settings.
Please Note: Connect Campaigns are plain text only. This means you cannot embed images or video. Images or videos can only be added by links to hosted content.
You'll be greeted by an overview of your current ongoing campaigns. You will see the audience (number of people you have targeted), the number of emails sent, the number of SMS sent, the percentage of these that have been opened, the percentage of links that people have clicked on, the number of email or SMS messages that bounced and the status of that campaign. You will also see the status of the campaign. This will either be a Draft, Live or Paused.
As can be seen above, you have the ability to tab between your ongoing campaigns and one-off campaigns To add a new ongoing campaign, click the add button in the top right corner...
You will then see the above screen. Firstly enter your campaign name - This will be an internal-only name. This will not appear in any communication sent to your patients.
Next, you will need to select your audience. These are the parameters that you will use to filter the specific patients you wish for your campaign to reach out to. The 'rules' available to you are as follows:
- Last Appointment Date*
- Next Appointment Date*
- Last Contacted Date
- Recall Scheduled
- No Show
- Marketing Only
- Patient Tags
- Last Seen
- Last Visited
- Default Practitioner
- Default Clinic
Please click here for a full explanation of all these rules.
Once you've inputted your rules, you will have a dataset of patients to communicate to. You can view these patients by pressing the "Get a summary of filtered patients" button. You can also export this information as a .CSV file to view in more detail.
The next field you will see is the "Receives Campaign", This refers to how the patient receives campaign and whether it is "just once" or "every time". Just once means that the patient will simply receive one communication from you within this campaign. If you select every time, the patient will receive the communication from you every time they fall in to the rule set. Please note: If using the "more than" or "less than" filters with the "Receives Campaign - every time" will result in a patient being communicated every day whilst they still fit in to the rule set.
The next option is an important one to ensure your communication reaches your patients. The "Communication Preferences" field allows for you to bypass your patient's communication preference. This means if a patient has SMS or Email marketing turned off and the field is set to "Yes" the patient will be sent a communication. " Yes" means Yes - bypass the communication preference and send the campaign. "No" means No - take into consideration the preference and send only to those who have opted into SMS or Email marketing. Please Note: If a patient does not have a preference, they will only be communicated to if the bypass is set to "Yes".
Next, you will need to select the channel that you wish to communicate with your patients. You have the option to select email, SMS, both, email/SMS fallback and SMS/email fallback. the fallback option means that the system will attempt to send to the channel first listed. If it fails or the patient does not have that channel, it will revert to the fallback option.
Scrolling down the screen will then show you the above options. We've gone with an email campaign... The email from name will be the name appearing in the sender box when your patients receive the email. You can choose between the business name or a custom name field. Please note, this is not your email address - all Connect emails will come from a PracticeHub address (to ensure the greatest levels of deliverability). Make sure to include a from name so that your patients know who is contacting them.
Next is the reply to email address. This can be your registered email address or it can be a custom address. All responses will go to this email address.
The last setting is whether or not you wish to include an unsubscribe link. We reccomend including this link.
Before making your campaign live, you'll need to write it! Before making your campaign live, you'll need to write it! You are able to use the drop down menu for a list of relevant placeholders too. Please Note: Connect Campaigns are plain text only. This means you cannot embed images or video. Images or videos can only be added by links to hosted content.
The above screen shows an email only campaign, however, if sending SMS or both, you will also have the SMS field below. For the SMS field, you will also need to enter where the SMS is coming from. the options are telephone number, global short code (default) or custom short code. The system defaults to your global short code - this is the same number used for SMS confirmations and reminders.
If sending an SMS campaign, ensure you pay close attention to your character count. Every 160 characters is 1 SMS credit, so shorter, concise SMS messages are recommended. Try issuing a link to a hosted page containing more information to keep the cost down.
Once you've finished, click Save and set live. This will set your campaign live and will send your first communications. If you selected every time, the system will then send further emails between 10:00 and 18:00 daily to those who still are within the parameters.
Automate Patient Retention Campaigns
To automate your campaigns aimed at patient retention you would want to apply the "Next Appointment Date - No Future Appointment" rule and the "Last Appointment Date - Exactly X days ago" rule. The number of days is entirely up to you. Setting to "Exactly" will ensure the patient will receive the communication only on a specific day and won't be sent multiple communications. You will want to select the "Receives Campaign" to "Every Time" to ensure they will receive communications whenever they fall into the rule set. This can be used as a way of automating recalls, however please be advised that this has no synchronisation with the recalls feature. Patients will need to be managed manually if looking to use the two in conjunction.
Want to learn more about one-off campaigns? click here.