CRM Phase 2
Click any link to jump to the matching screen, modal or detail state.
Automation
- Automation list (grid)
- Create automation (stepper)
- Automation builder — Build tab
- ↪ Details tab
- ↪ Business-hours panel
- ↪ Performance tab
- ↪ Add-step picker popover
- Config panel — Trigger
- Trigger scenarios — all 10 criteria 11 views
- ↪ Send email
- ↪ Send SMS
- ↪ Delay
- ↪ If / then branch
- ↪ Create task
- ↪ Set property
- Set property — full property & value spec 7 props
- ↪ Add to list
- Email preview modal
- ↪ Email editor modal
- Step analytics — Email
- ↪ SMS
- ↪ Wait
- Goal options
Campaigns
Create Campaign (Layover)
Sequences
Automation List
CRM / Automation
Key Features
- This is the first page you see when you click Automation in the CRM sidebar.
- Lists every automation in the practice with four headline numbers up top.
- Create Automation opens a 2-step wizard for building a new one from scratch.
- Click an automation's name to open it in the full builder where you can edit any tab freely.
Field reference
Click a section to collapseTop stat cards4
Active AutomationsStat
How many automations are currently turned on.
Contacts EnrolledStat
How many contacts are running through any active automation
right now.
Actions ExecutedStat
Total number of steps that have run across all automations to
date.
Avg. Time-in-FlowStat
Average time from when a contact enters an automation to when
they finish it — either by completing all steps or exiting early. Contacts
still in the middle of an automation are not counted. Example: 3.2 days.
Toolbar2
SearchInput
Filters the list by name as you type.
+ Create AutomationPrimary button
Opens the 2-step create wizard with a blank automation.
Table columns7
NameLink
Click to open the automation in the builder.
StatusPill
Green Active, gray Inactive, or blue Completed.
EnrolledNumber
How many contacts are in this automation right now.
GoalText
What the automation is trying to achieve. Example: Book
appointment, Review submitted, Engagement.
Entered ByText
Who created the automation.
Last UpdatedDate
When it was last edited.
ActionsIcons
Pause / play to toggle the status, plus a small
× to delete (asks to confirm first).
Footer2
Result countText
Reads "Showing 1 to N of M results".
Page controlsButtons
Previous, page numbers, Next, plus a refresh icon to re-pull
the list.
Where to find it
CRM sidebar › Automation (the lightning bolt icon).
Automation Builder
CRM / Automation
Key Features
- The builder is a full-screen page with three tabs you can switch between: Details, Build and Performance.
- Whatever you type in the top-bar title also updates the Automation name field on Details, and vice versa.
- The same builder is used to create and to edit. While creating, the tabs are replaced by a 2-step wizard (Details → Build).
- The top-right Update button persists changes from any tab and returns to the list. The back arrow does the same as a fallback.
Build tab — what each part does
3 panes
Three panes. Left palette (the steps you can add), middle canvas (the
flow itself), right panel (settings for whichever step you've clicked on). Click
anywhere blank to deselect.
Top bar3
Back arrowAction
Saves and returns to the automation list.
TitleInline input
Click the title to rename. Whatever you type here also
fills the Automation name field on the Details tab.
UpdatePrimary
Compact pill at the top-right of the builder header.
Persists every change you've made (Details fields, canvas edits, etc.) and
returns to the list. Visible on every tab; hidden during the Create stepper,
where the footer's Save automation button takes its place.
Tabs3
DetailsTab
Name, goal, schedule and exit rules.
BuildDefault tab
The canvas you're looking at now.
PerformanceTab
Charts and per-step results. Hidden until the automation
has been saved at least once.
ADD STEP palette (left)7
Send emailStep
Sends one email to the contact.
Send SMSStep
Sends a text message.
DelayStep
Pauses the flow for a set time.
If / then branchStep
Splits the flow into a YES and a NO path.
Create taskStep
Creates a CRM task for a team member.
Set propertyStep
Updates a field on the contact record.
Add to listStep
Drops the contact into a CRM list.
Canvas (middle)5
Trigger cardAlways there
Sits at the top with a blue outline. Click to set the rule
that adds contacts. Cannot be deleted.
Step cardsCards
Each step you've added shows up as a card. Selected cards
get a blue outline. Hover to show a small i tooltip and an
× to delete.
+ between stepsAction
The dashed circle on every connector opens the step picker
so you can drop in a new step in that spot.
YES / NO branchesPills
When a branch step is on the canvas, the flow splits with a
green YES — condition met path and a red NO —
condition not met path. Each path ends in its own dashed End of
branch marker.
End of automationMarker
A small flag at the bottom that closes off the flow. New
steps are inserted above it.
Right panel2
HeadingLabel
Reads Node configuration. The
× in the corner deselects the current step.
When nothing is selectedEmpty state
Shows a hand-pointer icon and "Select a node to
configure it." Click any step on the canvas to fill it in.
Details tab — what each part does
3 sections
Three groups of settings. General (name and goal), When
can this automation run? (anytime or office hours only), and Unenrollment
(when to drop someone out).
General3
Automation name*Required
Whatever you type here also shows up as the title at the
top of the page. Example placeholder: "e.g., New lead welcome
series".
GoalDropdown
What you want contacts to do. Options: Book
appointment, Rebook appointment, Patient reactivation, Review submitted,
Verification complete, Engagement.
DescriptionTextarea
Optional notes for your team.
When can this automation run?2
Any time — no restrictionsRadio
Default. Steps fire as soon as the contact qualifies, day
or night.
Only during specific hoursRadio
Holds steps until the next allowed window. Picking this
option opens the Set the run schedule panel below (see the
Business hours tab).
Unenrollment3
Goal metToggle
Drops the contact the moment they hit the automation's Goal
so they don't keep getting messages.
Email replyToggle
If a contact replies to any email this automation sent,
stop messaging them.
SMS opt-outToggle
A
STOP reply removes the contact from the
automation.
Layout: bordered toggle cards in a 2-up grid — matches the
Phase 1 Settings Card Toggle spec from components.html.
Each card has a title (left), one-line helper text (left), and the 44×22px
switch (right). Three exit reasons across two columns.
All three toggles are read-only on existing automations. They're
set during creation (in the stepper), then locked when you reopen the automation as
Automation Details — the cards drop to 55% opacity, the switches
refuse input. Reasoning: changing exit conditions on a live flow would silently
shift the contact pool mid-flight. To change them, recreate the automation.
Set the run schedule
Shown when "Only during specific hours" is on
Set the run schedule. This panel only shows up when you've turned on
Only during specific hours. Times are in your practice's timezone. Leaving a
day blank means the automation skips that day.
Header2
TitleLabel
Reads Set the run schedule.
Apply 9–5 to weekdaysShortcut
Fills Monday through Friday with 9:00 AM – 5:00 PM in
one click. Saturday and Sunday stay blank.
Day rows7
Monday through SundayTime inputs
One row per day. Set the start and end time, or leave both
blank to skip the day.
Helper text1
HintNote
"Leave both times empty to skip that day entirely.
Times are in your account timezone."
Performance tab — what each part does
All numbers are for this one automation
How is this automation doing? Every chart and number on this tab is
just for the automation you have open. Each card has its own date-range selector at the
top right.
Top stat cards4
Total EnrolledStat
How many contacts have ever been added to this
automation.
Open RateStat
Average open rate across every email this automation has
sent.
Click RateStat
Share of recipients who clicked a link in those emails.
Reply RateStat
Share of recipients who replied to an email or SMS sent by
this automation.
Engagement over time2
Line chartChart
Three lines on the same chart: Enrolled, Completed,
Goal reached.
Date rangeDropdown
Top right of the card; defaults to Last 30 days.
Options: Last 7 days, Last 14 days, Last 30 days, Last 90 days, Last 6
months, Last 1 year, All time, Custom range (pick a From
Date and To Date). Matches the billing
dashboard's rolling date filter.
Top performing steps1
Ranked listList
Up to four steps sorted by completion rate. Each row shows
the step icon, name, type, send count and a coloured bar.
Engagement timeline4
Peak activityWindow
When the automation runs steps the most, plotted on a
12-hour clock (e.g. 11:30 AM–12:00 PM).
Peak completionWindow
When contacts most often hit the goal.
Avg. time in flowMetric
How long contacts typically spend in the automation.
Example: 3.2 days.
Last activityLive
Pulsing dot showing when the most recent step ran (e.g.
"12 min ago").
Channel breakdown & goal funnel2
Channel donutChart
Shows the share of work going to email vs. SMS vs. tasks
vs. wait/branch steps.
Goal funnelBars
How contacts move through the steps: Enrolled →
Engaged → Clicked → Goal reached.
Per-step performance table2
ColumnsTable
Step, Executed, Completed, Failed, Avg. time,
Conversion, Actions.
Chart iconDrill-down
Click the chart icon on any row to open the full Step
analytics modal for that step.
Add-step picker
Opens from the + button
The pop-up that lets you add a step. Click any +
button on a connector and this menu opens next to it. Pick a step type and it gets
inserted in that exact spot. Click outside to close.
Header2
TitleLabel
Reads Add a step.
SubtitleHelper
"Choose what happens next."
Communication2
Send emailPick
Sends one email to the contact.
Send SMSPick
Sends a text message.
Flow control2
DelayPick
Waits for a set duration.
If / then branchPick
Splits the flow into YES and NO paths based on a
condition.
CRM actions3
Create taskPick
Creates a task for a team member.
Set propertyPick
Updates a field on the contact record.
Add to listPick
Drops the contact into a CRM list.
Where to find it
Clicking any automation in the list opens it in this builder. Create Automation opens the same builder but in 2-step wizard form. The builder can also open on top of a campaign detail page when you click an automation linked to that campaign.
Node Configuration Panel
CRM / Automation
Key Features
- The right rail is a single panel that swaps its fields based on the node you click.
- Click a node on the canvas and it gets a blue outline; the same fields show up here.
- The trigger node is special — every automation has exactly one and you can't delete it.
- Anything you type updates the node card on the canvas right away.
Enrollment trigger. The "front door" of an automation. It's the rule
that decides who joins the flow and when. Every automation has exactly
one trigger card, pinned to the top of the canvas, and you can't delete it —
without a trigger, the automation has no one to send to. The card on the canvas always
shows a short summary of what you picked (e.g. "Status changes to Patient").
How to read this. The dropdown groups ten triggers into five themes.
Each one watches a different signal in PracticeEHR — a new record, a list change,
a field update, a marketing engagement, or a date. Pick one and a small secondary
control appears below it so you can narrow the rule (which list, which form, which
value, etc.). Every option below is grounded in something that already exists in the
Phase 1 CRM —
Status, Last Activity, DOB,
SMS Subscription, Lead Source — so the trigger is
reading real Phase 1 data, not a separate marketing database.
Field1
Enrollment criteriaDropdown
The single field on the trigger card. Picks one of ten
events grouped into five categories. As soon as you pick something, a second
control appears below to refine the rule (which form, which list, which
property, etc.).
Lifecycle — "someone new shows up" or "a lead becomes a patient"2
Contact is createdEvent
as soon as a brand-new person record is added to the CRM,
this fires.
What counts as "created": someone fills out a form on your website, the front desk types them in manually, a walk-in is added at check-in, or a row comes in via spreadsheet import. The first time PracticeEHR has ever seen this person, this trigger fires once.
When you'd use it: a "welcome series" for any new lead. Day 1: thank-you email. Day 3: "Here's how to book". Day 7: a nudge SMS if they haven't booked yet.
Secondary control — Source: Any source / Website form / Walk-in / Manual entry / Import. Use this to send different welcome flows depending on where the lead came from.
What counts as "created": someone fills out a form on your website, the front desk types them in manually, a walk-in is added at check-in, or a row comes in via spreadsheet import. The first time PracticeEHR has ever seen this person, this trigger fires once.
When you'd use it: a "welcome series" for any new lead. Day 1: thank-you email. Day 3: "Here's how to book". Day 7: a nudge SMS if they haven't booked yet.
Secondary control — Source: Any source / Website form / Walk-in / Manual entry / Import. Use this to send different welcome flows depending on where the lead came from.
Status changes to PatientEvent
the moment a lead becomes a paying patient, this fires
once.
How PracticeEHR decides: in Phase 1, every contact has a
When you'd use it: the "first visit" experience. Send a confirmation, what to expect on the day, parking instructions, paperwork link. This is the most common conversion point in the practice.
No secondary control. The event itself is the rule.
How PracticeEHR decides: in Phase 1, every contact has a
Status field with two values:
Lead (no appointment booked yet) and
Patient (booked at least one appointment). The system flips
this automatically the first time the contact books an appointment —
you don't have to set it manually.When you'd use it: the "first visit" experience. Send a confirmation, what to expect on the day, parking instructions, paperwork link. This is the most common conversion point in the practice.
No secondary control. The event itself is the rule.
Forms & lists — "they filled out X" or "they joined / left a group"3
Form is submittedEvent
someone hits Submit on a form — a website
intake form, a portal questionnaire, an event sign-up — and this
fires.
When you'd use it: route intake-form leads straight into a welcome series. Or, if you have a "Request a callback" form, fire a Create-task step that drops a Call this person back task on the front desk's queue within 5 minutes.
Secondary control — Form: Any form, or pick a specific form so the automation only fires for that one (e.g. "New patient intake" vs. "Allergy questionnaire").
When you'd use it: route intake-form leads straight into a welcome series. Or, if you have a "Request a callback" form, fire a Create-task step that drops a Call this person back task on the front desk's queue within 5 minutes.
Secondary control — Form: Any form, or pick a specific form so the automation only fires for that one (e.g. "New patient intake" vs. "Allergy questionnaire").
Added to listEvent
the moment a contact lands in a CRM list, this
fires.
How they get on a list: three ways — the front desk adds them manually, an import drops them in, or a Dynamic list rule (Phase 1 Smart Filter, e.g. "All patients over 40 with diabetes") starts matching them as their data changes.
When you'd use it: "list-driven" outreach. Build a list called "Allergy season segment", then run an automation that fires whenever someone joins it — even months apart. New people sliding into the list get the same welcome flow without you doing anything.
Secondary control — List: pick the specific list to watch.
How they get on a list: three ways — the front desk adds them manually, an import drops them in, or a Dynamic list rule (Phase 1 Smart Filter, e.g. "All patients over 40 with diabetes") starts matching them as their data changes.
When you'd use it: "list-driven" outreach. Build a list called "Allergy season segment", then run an automation that fires whenever someone joins it — even months apart. New people sliding into the list get the same welcome flow without you doing anything.
Secondary control — List: pick the specific list to watch.
Removed from listEvent
mirror of the above. The moment a contact leaves a list,
this fires.
When you'd use it: offboarding flows or cleanup. If your "Active patients" list is rule-driven, anyone who falls out of it (no visit in 12 months) automatically gets pulled out of the list — this trigger lets you fire a re-engagement nudge the moment that happens.
Secondary control — List: pick the list to watch.
When you'd use it: offboarding flows or cleanup. If your "Active patients" list is rule-driven, anyone who falls out of it (no visit in 12 months) automatically gets pulled out of the list — this trigger lets you fire a re-engagement nudge the moment that happens.
Secondary control — List: pick the list to watch.
Properties — "a field on the contact changed"1
Property is updatedEvent
a specific field on the contact record changes value, and
this fires. The most flexible trigger in the list — almost anything
that's editable on a contact card can be the signal.
Which fields: the picker mirrors the Phase 1 contact schema. Common picks:
When you'd use it: "Status changed to Patient" → start the first-visit flow. "Contact Owner changed to Sarah" → fire a Slack-style task on Sarah's queue: "You just inherited this lead, here's the context."
Secondary controls — Property + New value: first pick which field to watch, then optionally narrow it to a specific value (any change vs. only when it changes to Patient, for example).
Which fields: the picker mirrors the Phase 1 contact schema. Common picks:
Status, Lead Source, Contact
Owner, Provider. See the Set
property reference for the full list of editable
fields.When you'd use it: "Status changed to Patient" → start the first-visit flow. "Contact Owner changed to Sarah" → fire a Slack-style task on Sarah's queue: "You just inherited this lead, here's the context."
Secondary controls — Property + New value: first pick which field to watch, then optionally narrow it to a specific value (any change vs. only when it changes to Patient, for example).
Engagement — "they interacted with a marketing message"2
Email opened or clickedEvent
a contact opens (or clicks a link inside) a marketing email
and this fires.
Where the signal comes from: the same engagement tracking that powers the Phase 1 dashboard's Email Open activity feed entry — opens are pixel-tracked, clicks are link-wrapped. So everything you see in the activity feed is fair game for this trigger.
When you'd use it: hot-lead nudge. "They opened our newsletter twice this week" → fire a sales-style follow-up SMS. Or, simpler: anyone who clicks the Book now link in a campaign email but doesn't actually book gets a personal email from the contact owner 24 hours later.
Secondary controls — Engagement type + Email: pick what counts as "engaged" (Opened / Clicked / Either) and which email to watch (any marketing email vs. a specific one).
Where the signal comes from: the same engagement tracking that powers the Phase 1 dashboard's Email Open activity feed entry — opens are pixel-tracked, clicks are link-wrapped. So everything you see in the activity feed is fair game for this trigger.
When you'd use it: hot-lead nudge. "They opened our newsletter twice this week" → fire a sales-style follow-up SMS. Or, simpler: anyone who clicks the Book now link in a campaign email but doesn't actually book gets a personal email from the contact owner 24 hours later.
Secondary controls — Engagement type + Email: pick what counts as "engaged" (Opened / Clicked / Either) and which email to watch (any marketing email vs. a specific one).
SMS repliedEvent
a contact texts back in response to one of your marketing
SMS sends and this fires.
Important exclusion: the word
When you'd use it: a reply is the strongest signal in messaging. Drop a Create-task step on the contact owner's queue: "<Patient> just replied — call them back." Same-day human follow-up beats any automated reply.
Secondary control — SMS: any marketing SMS, or pick a specific SMS template if you only care about replies to one campaign.
Important exclusion: the word
STOP doesn't count as a reply — it's an opt-out.
PracticeEHR routes that into the SMS Subscription audit log
instead so you can't accidentally text someone who's asked to leave. All
other replies ("yes please", "can you book me Tuesday",
even just "k") fire this trigger.When you'd use it: a reply is the strongest signal in messaging. Drop a Create-task step on the contact owner's queue: "<Patient> just replied — call them back." Same-day human follow-up beats any automated reply.
Secondary control — SMS: any marketing SMS, or pick a specific SMS template if you only care about replies to one campaign.
Date-based — "today is X" or "it's been too long since Y"2
BirthdayEvent
the contact's birthday rolls around and this fires —
once a year, automatically.
How PracticeEHR knows: reads the contact's
When you'd use it: a birthday greeting (obvious one). The less obvious one: an annual physical reminder. Most patients schedule their yearly visit close to their birthday because it's easy to remember — the trigger lets you nudge them in the right week.
Secondary control — Offset: fire 7 days before / On the day / 1 day after / 7 days after. Use the offset to time the nudge: 7 days before for "book your physical", on the day for the greeting itself.
How PracticeEHR knows: reads the contact's
DOB field using the same Phase 1 Smart
Filter that drives birthday lists, with rolling/birthday-month logic so it
works the same in February as in November.When you'd use it: a birthday greeting (obvious one). The less obvious one: an annual physical reminder. Most patients schedule their yearly visit close to their birthday because it's easy to remember — the trigger lets you nudge them in the right week.
Secondary control — Offset: fire 7 days before / On the day / 1 day after / 7 days after. Use the offset to time the nudge: 7 days before for "book your physical", on the day for the greeting itself.
No activity for X daysEvent
a contact hasn't done anything (no visit, no call, no email
open, no SMS reply) for at least X days, and this fires.
How PracticeEHR knows: reads the
When you'd use it: the "dormant patient" signal — the single most valuable re-engagement trigger in healthcare CRM. The demo's "Dormant Patient Win-back" campaign is built on this trigger at 90 days.
Secondary control — Days: integer (default 90). Common values: 30 (a soft nudge), 90 (the standard win-back), 180 (a last-ditch effort before archiving).
How PracticeEHR knows: reads the
Last Activity field,
which is updated automatically every time something touches the record
— appointments, communications, list movements. Same field as the
Phase 1 Smart Filter "Last Activity older than 30 / 60 / 90
days".When you'd use it: the "dormant patient" signal — the single most valuable re-engagement trigger in healthcare CRM. The demo's "Dormant Patient Win-back" campaign is built on this trigger at 90 days.
Secondary control — Days: integer (default 90). Common values: 30 (a soft nudge), 90 (the standard win-back), 180 (a last-ditch effort before archiving).
Behind the scenes — one-time vs. repeating, dedup, and timing3
One-time vs. repeatingBehaviour
Most lifecycle and property triggers fire once per
contact (you only become a Patient once). List, engagement and
date-based triggers can fire multiple times across the same
contact's life — e.g. someone can be added to Allergy season
segment two springs in a row and get the flow both times.
No double-enrolmentBehaviour
A contact already in the middle of an automation won't be
re-enrolled if the trigger fires again while they're still flowing through.
They have to finish (or be unenrolled) first. Keeps the same person from
getting the welcome email three times.
Respects the scheduleBehaviour
If the Details tab has Only during specific hours
turned on, the trigger still fires the moment the event happens, but the
next step waits until the schedule allows it. So a midnight form submission
will still enrol the contact — the welcome email just goes out at 9
AM.
Send email. Sends one email to the contact. Pick a saved template or
write your own. Click Open editor to write the body in a full editor, or Preview
to see how it lands in an inbox.
Fields4
TemplateDropdown
Pick a saved template (Welcome to Practice EHR, Your
first visit, We miss you) or pick Custom to start from
scratch. Picking a template fills the subject and body for you.
Subject line*Required
Shows up in the recipient's inbox. Tokens like
{{firstname}}
are replaced with the patient's data.
FromDropdown
Who the email looks like it's from. Defaults to Contact
owner; you can pick a named user instead.
Email contentBody preview
A small preview of the body. A green tick reads "Body
content added" once the body is filled in.
Buttons2
Open editorAction
Opens the full email editor (subject, rich-text body, live
preview). See the Email Preview, Editor & Step Analytics
section.
PreviewPrimary
Opens an inbox-style preview so you can check how the email
will look.
Send SMS. Sends a text message. Pick a saved template or type your own
message. There's no separate editor — you write the SMS right here in the panel.
Fields2
TemplateDropdown
Pick a saved SMS template (Appointment reminder,
Welcome SMS, Review request). Reads "Select template..." when
nothing is chosen.
Message*Textarea
The text the patient receives. Use tokens like
{{firstname}}
and {{practice}}. The system adds "Reply
STOP to opt out" for you.
Delay. Pauses the flow for a set amount of time before the next step.
If you turn on business hours under the Details tab, the timer only counts hours inside
that window.
Fields2
Wait for*Number
A whole number (for example 2).
UnitDropdown
Minutes, Hours, Days, Weeks. The node title
updates to read "Wait 2 days" as you change it.
Helper1
HintYellow callout
"Contacts will wait this duration before proceeding to
the next step."
If / then branch. Splits the flow into two paths. Contacts that match
go down the green YES path; everyone else goes down the red
NO path. Each path ends on its own — the two don't rejoin.
Field1
Branch onDropdown
The check the contact has to pass. Options: Email
opened, Email clicked, SMS replied, Contact property equals.
How the branches behave2
YES branchGreen
Runs when the check passes. Click the +
under the YES label to add steps.
NO branchRed
Runs when the check fails. Add steps with the
+ under the NO label.
Create task. Creates a CRM task for a team member when the contact
reaches this step. Three short fields — everything else (status, due date, message
body) is set on the task itself once it's created.
Fields3
Task titleInput
A short name for the task. Example: "Follow up with
lead".
AssigneeDropdown
Who the task is for. Defaults to Owner; pick a
named user to override.
PriorityDropdown
Low / Medium / High. Starts at Medium.
Set property. Updates a field on the contact record. Useful for moving
contacts through lifecycle stages, assigning owners, or keeping attribution fields
current.
Fields2
PropertyDropdown
Which contact field to update. Options: Status, Lead
source, Contact owner. See the
full property & value spec →
New valueInput
What to set the property to. Example: Customer.
Add to list. Drops the contact into a CRM list. Handy for keeping your
audience pools fresh while an automation is running.
Field1
Target listDropdown
Which list to add the contact to. Options include Active
leads, Unqualified leads, Hot prospects, VIP patients.
All eight step types in one place
The palette on the left of the builder lists every step you can drop on the canvas: Send email, Send SMS, Delay, If / then branch, Create task, Set property, Add to list, plus the fixed Trigger at the top. Pick a node and the right-side panel shows just the fields that step needs.
Goal options
CRM / Automation + CampaignsGoal sets the win condition — what counts as a “conversion.” Automations and Campaigns each have their own list because they measure at different scales: an automation goal is a per-contact firing rule (did this person convert?); a campaign goal is the rollup rubric for a bundle of assets over the campaign's date range.
Automation goals (7)
Per-contact, deterministic — one firing rule each, grounded in Phase 1 fields.Book appointment
First appointment, any provider. The lead-to-Patient transition.
Status flips Lead → Patient
Rebook appointment
Existing patient creates another appointment after enrollment.
Appointments row, contact already Patient
Patient reactivation
Patient with Last Activity > 90 days records any new
activity.
Last Activity Smart Filter
Review submitted
A review record is attached to the contact (Google, internal, intake form).
Reviews table — contact link
Verification complete
Insurance verification status flips to Verified.
Insurance verification flagPatient portal activated
Contact successfully registers and activates their patient portal account.
Portal accountActive flag
Engagement
Softest goal. Any positive engagement — open, click, reply, form, page visit.
Activity-feed eventsCampaign goals (4)
Broader, thematic — the rollup rubric for a bundle of assets over the campaign's date range.Book appointment
Contacts touched by any asset in the bundle who booked an appointment during the campaign window.
Asset rollup — bookings countPatient reactivation
Dormant patients (Last Activity > 90d) who returned via
any asset during the window.
Onboarding
New patients who completed onboarding milestones (forms, intake, verification) during the window.
Onboarding milestone hitsEvent promotion
Registrations or RSVPs collected for the event during the window.
Event registration recordThree things that confuse people the first time
Read these once and the model clicks.
Q
If a contact reaches the Goal, does the automation (or campaign) end for them?
By default, no. Hitting the Goal is a measurement event, not an exit event. The contact keeps flowing through whatever steps are left on the canvas.
An automation only ends for a contact when one of three things happens:
- Canvas completion — they reach the End of automation node by walking through every step.
- Unenroll — one of the Unenrollment toggles fires (e.g. Goal met, Email reply, SMS opt-out).
- Global opt-out — a STOP / unsubscribe at the account level.
If you want hitting the Goal to also exit the contact, that's exactly what the “Goal met” toggle in Unenrollment does. It's off by default. Turn it on for goals where continuing to send would be wasteful (most obvious: Patient reactivation — once they reactivated, more reactivation messages are noise).
Campaigns don't end per contact at all. A campaign ends when its date range closes or you mark it Inactive. Hitting the campaign's Goal doesn't change anything about the campaign's lifecycle — it just gets counted.
Q
So what's the difference between “Completed the canvas” and “Goal reached”? Aren't they the same thing?
They're three independent dimensions. A contact can hit any combination of them — or only one.
| Count | What it measures | Where it shows |
|---|---|---|
| Enrolled | Contact joined the flow because the trigger fired. The starting line. | Top KPI · line chart's blue line · first bar of the funnel |
| Completed | Contact walked through every step and reached the End of automation node. Structural finish line. | Completion % · line chart's green line |
| Goal reached | Contact did the converting event (booked, reactivated, etc.) within the lookback. Business finish line. | Goal reached KPI · line chart's amber line · last bar of the funnel |
Concrete examples to make this stick:
- A contact gets every email and walks all the way through — Completed, but never booked. Goal not reached.
- A contact books at step 2 and the “Goal met” toggle is off — they keep getting steps 3, 4, 5. They eventually reach the end. Both Goal reached AND Completed.
- A contact books at step 2 and “Goal met” is on — they exit immediately. Goal reached, but not Completed (canvas-wise).
- A contact books 28 days after enrolling, even though they finished the canvas a week earlier — Completed first, Goal reached second. Both count, because the lookback is still open.
Q
If a campaign is just a measurement folder, why does it even need a Goal?
Exactly because it's a measurement folder. Without a Goal, you'd see opens and clicks per asset — but couldn't answer the only question that matters: did this whole effort drive the outcome?
A campaign doesn't send anything itself. It groups assets that DO send (emails, SMS, automations, sequences, lists) and rolls up their numbers. The campaign Goal is the rollup's rubric — the “converted” definition for the bundle.
Without a
campaign Goal
Email A: 42% open rate. SMS B: 18% click rate. Automation C: 41% completion. Now what? You can't compare them or stack them — they're measuring different units. The campaign tells you nothing about ROI.
With a campaign
Goal of Book appointment
1,245 contacts were reached by any of these assets. 228 of them booked their first appointment. Conversion rate: 18.3%. One number, comparable across campaigns, tied to a real business outcome.
Goal is not a behavior switch on a campaign — it's a measurement contract. Campaigns don't “run logic”; their assets do. The Goal just tells the campaign's Converted column, the rollup chart, and any ROI panel what “won” means for THIS bundle of marketing.
Sequences have no Goal at all — on purpose. Their unit of measure is per-step engagement, not per-contact conversion.
Enrollment Trigger — All Scenarios
CRM / Automation
What you're looking at
- One screenshot per enrollment-trigger criteria, showing the right-rail config panel as it actually renders for each pick.
- The Enrollment criteria field is a closed-by-default dropdown. The first tab (Dropdown panel) shows it opened so you can see all ten options grouped into five themes.
- The other ten tabs each show the panel after picking that criteria — with the matching secondary control rendered below it. Different criteria need different inputs, so the panel shape is intentionally different per pick.
Dropdown panel. Click the closed Enrollment
criteria field and a panel drops down showing all ten triggers, grouped under Lifecycle,
Forms & Lists, Properties, Engagement, and
Date-based. The currently picked option is highlighted in blue with a
checkmark. Clicking any option closes the panel and swaps the secondary control beneath
the field.
Contact is created. Secondary control:
Source. Pick where the new contact came from — Any source / Website
form / Walk-in / Manual entry / Import. Use Any source for a generic
welcome flow, or pick a specific source if web leads and walk-ins should get different
treatment.
Status changes to Patient. No secondary control
— the event is the rule. The panel shows a small helper note explaining that the
trigger fires once per contact, the first time their
Status flips from
Lead to Patient. PracticeEHR auto-flips this on the
contact's first booked appointment.
Form is submitted. Secondary control:
Form. Watch Any form or pick a specific one (New patient
intake, Allergy questionnaire, Insurance verification, Contact
us). Pair this with a Create-task step to drop a callback task on the front
desk's queue within minutes of the submit.
Added to list. Secondary control: List.
Pick which CRM contact list to watch. The trigger fires the moment a contact lands in
the list — whether they were added manually, by import, or because a Dynamic list
rule started matching them. New people sliding into a seasonal list get the same
outreach automatically.
Removed from list. Secondary control:
List. Mirror of Added to list. Useful when a rule-driven list (e.g.
Active patients) is the source of truth for who's still engaged — the
moment a contact ages out, fire a re-engagement nudge.
Property is updated. Two secondary controls: Property
+ New value. Pick which contact field to watch (Status, Lead Source,
Contact Owner, Provider, Tags), then optionally narrow it to a specific value.
Leave New value blank to fire on any change. Mirrors the Set-property step's
editable field list.
Email opened or clicked. Two secondary controls:
Engagement type (Either / Opened / Clicked) + Email. Watch any
marketing email or scope it to a specific one. The signal mirrors the Phase 1
dashboard's Email Open / Click activity feed entries.
SMS replied. Secondary control: SMS.
Watch any marketing SMS or one specific template.
STOP replies are excluded
automatically — they go to the SMS Subscription audit log instead so the trigger
never fires for opt-outs.
Birthday. Secondary control: Offset.
Pick when to fire relative to the contact's
DOB — 7 days before /
1 day before / On the day / 1 day after / 7 days after. Use offsets to time the
nudge (7 days before for "book your physical", on the day for the
greeting itself).
No activity for X days. Secondary control: Days
(integer, default 90). The dormant-patient signal — reads the
contact's
Last Activity field. Common values: 30 (soft nudge),
90 (standard win-back), 180 (last-ditch).
How to get here
Open any automation, switch to the Build tab, then click the Enrollment trigger card at the top. The right rail shows the Enrollment criteria dropdown and (once you pick) the secondary control underneath.
Create Automation (Stepper)
CRM / Automation
Key Features
- A 2-step wizard for building a brand-new automation. Same fields and same canvas as the regular builder, just walked through one step at a time.
- Bottom of the page has Previous and Next buttons. On the last step, Next changes to Save automation.
- The Performance tab is hidden until you save the automation for the first time.
Step 1 — Details. Fill in the basics here. The Next
button stays disabled until you give the automation a name.
Step rail at the top2
1 · DetailsActive
Currently visible step (blue circle). Turns into a check
once you move on.
2 · BuildPending
Greyed-out circle. Becomes active after Next.
Form fields3
Automation name*Required
A short name for the automation. Required —
Next stays disabled until you fill this in.
GoalDropdown
What you want contacts to do. Same options as the Details
tab.
DescriptionTextarea
Optional notes for your team.
Footer3
HintHelper
"Step 1 of 2 · Fill in the basics, then design
the flow."
PreviousDisabled here
Disabled on the first step.
NextPrimary
Moves to Build. Stays disabled until Automation
name is filled in.
Step 2 — Build. The same canvas as the regular builder, with
palette on the left, flow in the middle and node settings on the right. The
Next button changes to Save automation on this step.
What's on the screen3
Step list (left)Pane
All seven step types you can drop on the canvas, plus a
small helper note underneath.
Canvas (middle)Pane
Starts with just the Trigger card and an End of
automation marker. Build out the flow from the step list on the left or
the + buttons in between.
Settings panel (right)Pane
Empty until you click a step on the canvas. Same fields as
the regular builder.
Footer3
HintHelper
"Step 2 of 2 · Drop in the steps your contacts
will move through."
PreviousAction
Goes back to Details and keeps everything you've already
typed.
Save automationPrimary
Replaces the Next button on this step. Saves the
automation and closes the wizard.
Wizard vs. regular builder
The wizard has the same fields and canvas as the regular builder — just guided one step at a time. The tabs at the top are replaced by a step rail. The Performance tab is hidden until the automation is saved for the first time.
Email Preview, Editor & Step Analytics
CRM / Automation
Key Features
- Three pop-ups you can open from the email step in the builder: Preview, Editor and Step analytics.
- The Preview shows what the email will look like in an inbox. Click Open editor from there to jump straight into editing.
- Step analytics opens from the chart icon next to a step in the Performance tab.
Email preview. Shows the email exactly as the recipient will see it.
Tokens like
{{firstname}} get replaced with sample
names so it reads like a real send.
Header3
TitleLabel
Email preview.
SubtitleHelper
"How this email will appear in your recipient's
inbox."
Close (×)Action
Closes the pop-up.
Desktop / Mobile toggle2
DesktopToggle
Default. Shows the email at desktop width.
MobileToggle
Squeezes the preview down to phone width so you can check
it on small screens.
Inbox preview5
AvatarRead-only
The sender's initials in a coloured circle.
From / ToRead-only
Sender name and email plus a sample recipient.
SubjectRead-only
Pulls from the email's Subject line field.
BodyRead-only
The rendered email body with all tokens filled in.
FooterHelpers
Reply, Forward and Unsubscribe shortcuts at the bottom.
Buttons2
CloseAction
Closes the pop-up.
Open editorPrimary
Closes the preview and opens the editor with the same email
loaded.
Email editor. A side-by-side editor: write the email on the left, see a
live preview on the right. Saves go straight back to the email step you opened it from.
Top fields3
Subject line*Required
Shows up in the recipient's inbox.
FromDropdown
Who the email looks like it's from. Options: Contact
owner, Sarah Ahmed, Michael Chen, Practice EHR Team.
Reply-toInput
The email address replies bounce to. Example:
support@practiceehr.com.
Editor toolbar7
Bold / Italic / UnderlineFormat
Standard text formatting.
Bulleted listFormat
Turn lines into a bullet list.
Numbered listFormat
Turn lines into a numbered list.
Insert linkFormat
Wraps the highlighted text in a link.
BlockquoteFormat
Indents the line as a quote.
Insert tokenToken picker
Drops a merge token at the cursor. Tokens include
{{firstname}},
{{lastname}}, {{practice}}
and {{owner}}.
Body and live preview2
Email contentEditor
Type the body of the email here. You can format text, add
links, and insert tokens.
Live previewPane
Right side updates as you type so you can see the inbox
view immediately.
Buttons2
SavePrimary
Saves the subject and body back to the email step.
Close (×)Action
Closes without saving.
Email analytics. A full-page deep-dive on a single email step. Open it
from the chart icon on any email row in the per-step performance table.
Date range1
Range pickerDropdown
Each chart has its own range selector in the header.
Defaults to Last 30 days (rolling). Options: Last 7 days, Last
14 days, Last 30 days, Last 90 days, Last 6 months, Last 1 year, All
time, Custom range. Picking Custom range opens a
date-picker so you can choose exact start / end dates.
Top stat cards4
DeliveredStat
How many emails actually landed in inboxes.
Open RateStat
Share of recipients that opened the email.
Click RateStat
Share that clicked a link.
Bounce RateStat
Share that bounced (couldn't be delivered).
Charts and lists5
Performance over timeLine chart
Daily delivered count over the selected window.
Top performing linksList
Which links got clicked the most, with click counts.
Engagement timelineNotes
Peak opens, peak clicks and last activity.
Geographic performanceBar chart
Top US states by open rate.
Device & client analyticsDonut + bars
Desktop / mobile / tablet split, plus the most common email
clients (Gmail, Outlook, Apple Mail).
Sender reputation1
Reputation barScore
A health bar that flags how the sending address is doing
with mailbox providers.
SMS analytics. Same shape as email analytics, but for a text message.
Tracks delivery, opens, clicks and any carrier rejects.
Date range1
Range pickerDropdown
Each chart has its own range selector in the header.
Defaults to Last 30 days (rolling). Options: Last 7 days, Last
14 days, Last 30 days, Last 90 days, Last 6 months, Last 1 year, All
time, Custom range. Picking Custom range opens a
date-picker so you can choose exact start / end dates.
Top stat cards4
Delivery RateStat
Share that the carrier delivered to the phone.
Open RateStat
Share that the recipient opened.
Click RateStat
Share that clicked a link in the message.
Carrier RejectsStat
Share that the carrier blocked or refused.
Charts4
Carrier distributionBar chart
Which mobile carriers your contacts are on (Verizon, AT&T,
T-Mobile, other).
Device & platform statsDonut + tiles
Android vs. iOS split.
Engagement timelineLine chart
Daily delivered counts over the selected window.
Sender reputationScore
SMS sender health bar.
Detailed analytics block2
This step vs. SMS benchmarkComparison
Shows how this step is doing compared with the typical SMS
step (e.g. "+9.9 pts above the SMS benchmark").
Geographic engagementBars
Top US states by SMS engagement.
Wait analytics. A simpler view, since a delay step doesn't send
anything. Just shows how many people are waiting and how long they typically wait.
Top stat cards3
In WaitStat
How many contacts are paused on this step right now.
CompletedStat
How many have moved past this step.
Avg. WaitStat
Average time contacts actually spent waiting (e.g. 2
days).
Charts & insights2
Throughput over timeLine chart
How many contacts cleared the wait each day.
Wait insightsNotes
A small table with the step type, configured wait, and a
few extra stats.
Where they open
Open the Preview from the Preview button on the email step's settings panel. Open the Editor from Open editor on the same panel or from the Preview pop-up. Open Step analytics from the chart icon next to any row in the per-step performance table on the Performance tab. The same modal shows different content based on the step type.
Campaigns List
CRM / Campaigns
What is a Campaign?
- A Campaign is a folder. You drop a few assets into it, give it a goal, and the campaign rolls up the results from every asset in one place.
- That's all it is — a campaign doesn't send anything by itself. The assets do the sending. The campaign just groups them and shows you how the group is doing.
- Why use one? So you can answer "how is the Spring Allergy push doing?" without opening five emails, two SMS blasts and an automation one by one.
What is an Asset?
- An asset is anything you've already built in the CRM that talks to contacts. You add assets to a campaign so their numbers roll up together.
- Five kinds:
- Email — a marketing email you've drafted in the Communication tab.
- SMS — a marketing text from the same place.
- Automation — a workflow built in the Automation tab (e.g. "New lead welcome series").
- Sequence — a fixed cadence of messages run against a list (also from the Automation tab).
- List — a contact list from the Lists tab; adding it tells the campaign "these are the people we're targeting".
- Assets aren't created inside the campaign — they're picked from what already exists. Adding the same asset to two campaigns is fine; it just shows up in both roll-ups.
What does "Conversion" mean here?
- A conversion happens when a contact in the campaign hits the campaign's Goal. If no Goal is defined, conversion falls back to one thing only: a lead becoming a patient.
- The most common goal is Book appointment — and in
PracticeEHR, the moment a contact books their first appointment, the CRM flips their
Statusfrom Lead to Patient. So in plain words: a conversion is usually a lead becoming a patient. - Other goals exist too — Rebook appointment, Patient reactivation, Review submitted, Verification complete, Engagement. The campaign owner picks one when they create the campaign.
- Conversion rate = (contacts who hit the goal ÷ contacts the campaign reached) × 100. With no Goal, use lead-to-Patient conversions in the numerator instead.
What's on this page
- The first page you see when you click Campaigns in the CRM sidebar.
- Four stat cards across the top, then the campaign list itself.
- Two ways to look at the list — Grid (a table) or Cards (tiles). Toggle in the toolbar.
- Click Compare to pick two or more campaigns and open a side-by-side view.
Grid view — what each part does
Default view
Grid view. The default. Shows campaigns as table rows. Click a name to
open it; in compare mode, clicking the row picks or unpicks it.
Top stat cards4
Active CampaignsStat
How many campaigns are turned on right now (status = Active).
Inactive and Completed ones don't count.
Contacts ReachedStat
Unique contacts that received at least one email
or SMS from any active campaign. The same contact reached by three campaigns
still counts as one.
Avg. Conversion RateStat
Average across active campaigns of (contacts who hit the
goal ÷ contacts reached) × 100. If a campaign has no Goal
defined, the conversion rate uses only contacts whose
Status
flipped from Lead to Patient. For
most campaigns the goal is "Book appointment", which means a lead became
a Patient in PracticeEHR.New PatientsStat
Number of contacts whose
Status flipped from
Lead to Patient while enrolled in any
active campaign during the lookback window. Direct count of the
lead-to-Patient lifecycle event from Phase 1 — the most concrete
business outcome a campaign produces. Replaces the older "Goals Reached"
metric, which mixed booking-goals with non-booking goals (review
submitted, engagement, etc.) into one hard-to-interpret number.
Campaigns with non-booking goals still show their wins in Avg.
Conversion Rate, which is goal-agnostic.
Toolbar4
SearchInput
Filters the list by campaign name as you type. No need to
press Enter.
View toggleToggle
Two icons: list (grid) and squares (cards). Click to
switch. Same data either way.
CompareButton
Always visible. Disabled until you've ticked at
least 2 campaigns. Live count badge appears next to the label as
you tick (e.g. "Compare (3)"). When 2–4 campaigns are ticked
the button turns solid blue and a click opens the side-by-side Compare
campaigns view. No mode to toggle — checkboxes are always
on the rows and cards.
+ Create CampaignPrimary button
Opens the 2-step Create Campaign layover. Step 1 picks the goal and date
range; Step 2 picks the assets that go in.
Table columns7
NameLink
The campaign's name. Click to open the campaign detail page
where you'll see its assets and full performance.
StatusPill
One of three values:
- Active — running right now; assets inside it are sending and goal events are being counted.
- Inactive — manually paused; nothing inside it sends until someone turns it back on. Existing analytics stay visible.
- Completed — the campaign's End date has passed. The system flips this automatically at midnight on the End date — no one has to mark it manually. Once Completed: no new sends, no new conversions counted, no edits to assets or settings. Past analytics remain visible read-only.
ReachedNumber
Unique contacts this campaign has touched (got at least one
email or SMS from it). The same contact reached three times still counts as
one.
Conv.Percentage
Short for Conversion rate. The percentage
of Reached contacts that hit the campaign's goal. If no Goal is
defined, this column only counts lead-to-Patient conversions. For
appointment-booking goals this is the lead-to-Patient rate
— how many contacts reached by the campaign actually became patients
in PracticeEHR.
Entered ByText
The staff member who created the campaign. Useful to know
who to ask if something looks off.
Date RangeDates
Two dates stacked — start on top,
end below. The campaign only counts activity that happened
between these dates. After the end date the status flips to
Completed automatically.
ActionsIcons
Two icons per row:
- Pause / Play — flips Active ↔ Inactive without leaving the page.
- × Delete — asks to confirm. Deleting a campaign doesn't delete its assets — the emails and SMS in it stay in the Communication tab.
Footer2
Result countText
Reads "Showing 1 to N of M results". Reflects
whatever is in Search.
Page controlsButtons
Previous, page numbers, Next. Default 10 rows per page.
Cards view — what each part does
Switched from the toolbar toggle
Cards view. Same data as the grid, just shown as tiles instead of rows.
The stat cards, search, compare toggle and Create Campaign button at the top
stay exactly the same.
Each card7
LayoutGrid
1 column on mobile, 2 on tablets, 3 on desktop. Cards wrap
automatically.
TitleLink
The whole card is clickable — not just the title. It
opens the campaign detail page.
Status pillPill
Same three values as the table: Active
(running), Inactive (manually paused),
Completed (end date passed — flipped
automatically by the system at midnight on the End date; can't be edited
after that). Same colours as the grid view.
GoalText
What the campaign is trying to make happen — e.g.
Book appointment, Patient reactivation, Review
submitted. The campaign owner picked this when they created it.
Date RangeDates
Start → end. The campaign only counts activity in this
window.
ReachedNumber
Unique contacts the campaign has messaged (email or SMS) so
far. Same definition as the grid column.
ConversionPercentage
% of Reached contacts that hit the goal. If no
Goal is defined, this metric only uses lead-to-Patient conversions. For
appointment-booking goals this is the lead-to-Patient rate — the
share of contacts the campaign turned into actual patients in
PracticeEHR.
Compare selection1
Card checkboxCheckbox
A checkbox sits in the top-right corner of every card
— always visible, no mode to enable. Click only the
checkbox (not the rest of the card) to add or remove this campaign from
compare. Selection persists when you switch between Grid and Cards view.
Compare flow — how it works
No mode to toggle
Always-on selection. Checkboxes sit on every row (Grid) and every card
(Cards) all the time — there is no "Compare mode" to enter or exit. Tick 2–4
campaigns, then click Compare in the toolbar to open the side-by-side
view. The toolbar Compare button stays disabled until you've ticked at least 2.
How clicks work2
Click the checkboxToggle
Adds or removes this campaign from the compare selection.
The card / row gets a blue ring or tint to show it's picked. Selection
survives Grid↔Cards view switches, search filtering, and re-renders.
Click anywhere else on the row / cardOpen
Opens the campaign detail page — same as before. The
checkbox uses
event.stopPropagation() so the two click targets
don't fight.
Toolbar Compare button states3
0–1 selectedDisabled
Greyed out, native browser disabled appearance. No badge.
2–4 selectedActive
Solid blue. Live count badge appears in the label: "Compare
(3)". Clicking opens the side-by-side Compare campaigns view straight
away.
5+ attemptedCap
Hard-capped at 4. Trying to tick a fifth shows an alert
"Compare up to 4 campaigns at a time."
What was removed3
"Compare mode" toggleRemoved
No more separate mode to enter. Selection is always on.
Floating Compare barRemoved
The dark pill that used to float at the bottom is gone
— the toolbar Compare button does its job now (count badge + Compare
action), keeping all the compare controls in one place.
Whole-row click to selectRemoved
Clicking the row body always opens the campaign now. Only
the checkbox toggles selection.
Where to find it
CRM sidebar › Campaigns (the megaphone icon).
Compare Campaigns View
CRM / Campaigns
Key Features
- A full-screen view that puts two or more campaigns side by side so you can spot which one is doing best.
- The header has buttons to Add campaign (opens a picker) and Export (downloads the comparison).
- Three stacked blocks: top stat cards, head-to-head leaderboard, and a big all-metrics table at the bottom.
- The leaderboard crowns the winner of each metric with a BEST badge.
What's on this page. Top to bottom: the header, summary cards (one per
campaign), a head-to-head leaderboard for each metric, an all-metrics table and an
asset-mix breakdown.
Header4
Back arrowAction
Goes back to the campaigns list and clears your picks.
TitleLabel
Reads Compare campaigns with a subtitle showing
how many you're comparing.
Add campaignAction
Opens the Add campaigns picker (next tab)
so you can throw more campaigns into the comparison.
ExportAction
Downloads the comparison.
Top summary cards4
One card per campaignLayout
Each campaign gets its own coloured card. Stacks 1, 2 or 3
across depending on screen width.
Card contentContent
Status pill, campaign name, date range and asset count.
Mini statsMetrics
Reached, Open rate, Click rate, Conv. rate with small
progress bars. If no Goal is defined, Conv. rate only counts Lead-to-Patient
conversions.
Remove (×)Action
Drops that campaign from the comparison.
Head-to-head leaderboard3
Metric tilesCards
One small card per metric: Contacts Reached, Emails Sent,
SMS Sent, Open Rate, Click Rate, Conversion Rate. If no Goal is defined,
Conversion Rate only counts Lead-to-Patient conversions.
BEST badgeCrown
A yellow tag on the winner. Underneath it shows how much it
leads by — for example "+72% vs runner-up".
Runners-upList
The other campaigns listed below the winner, sorted by
value.
All-metrics table3
SearchInput
Filters the rows by metric name as you type.
ColumnsTable
One column per campaign. Rows include status, goal, owner,
duration, asset count, contacts reached, emails sent, SMS sent, plus
delivery / bounce / open / click / reply rates.
Best-of-row tintVisual
The leading value in each row gets a soft tint so it stands
out.
Asset mix1
Per-campaign columnsGrid
Counts of emails, SMS messages, automations, sequences and
lists side by side so you can see how each campaign is built.
Add campaigns picker. A pop-up that lets you add more campaigns to the
comparison without leaving the page. Pick the ones you want and close — the
comparison updates with the new set.
What's inside3
SearchInput
Filters the list as you type.
Campaign listCheckboxes
Scrollable list with a checkbox next to each campaign.
DonePrimary
Closes the picker and refreshes the comparison.
How to get here
Go to the Campaigns list, turn on Compare, pick two or more campaigns, then click Compare in the floating bar at the bottom. The Add campaigns picker opens from the button in this page's header.
Campaign Detail
CRM / Campaigns
Key Features
- The page you land on when you open a campaign. Three tabs: Overview, Assets and Contacts.
- The Add asset button in the top bar opens the same picker as the one inside the Assets tab.
- Everything you see is rolled up across every email, SMS, automation, sequence and list attached to the campaign.
Overview tab. The default. Top stat cards, a full-width chart of
engagement over time, then two columns below with the best-performing assets on the left
and a timeline of activity on the right.
Top bar4
Back arrowAction
Goes back to the campaigns list.
Campaign nameHeading
Shown as the page title.
ExportSecondary
Downloads the campaign data.
+ Add assetPrimary
Opens the Add asset picker (last tab).
Top stat cards4
ReachedStat
How many contacts the campaign has touched.
Open rateStat
Average open rate across all the emails in the campaign.
Click rateStat
Share of recipients who clicked a link.
Conv. rateStat
Share of contacts that hit the campaign's goal. If no Goal
is defined, this stat only counts contacts whose
Status changed
from Lead to Patient.
Engagement over time2
Line chartChart
Three lines: Reached, Engaged and Conversions.
Date rangeDropdown
Top right of the card. Defaults to Last 30 days.
Options: Last 7 days, Last 14 days, Last 30 days, Last 90 days, Last 6
months, Last 1 year, All time, Custom range (pick a From
Date and To Date). Matches the billing
dashboard's rolling date filter.
Top performing assets1
Ranked listList
Up to four assets sorted by performance. Each row shows the
icon, name, type, send count and a coloured bar.
Engagement timeline3
Peak opensWindow
When the campaign's emails get opened the most (e.g. 11:00
AM–1:00 PM).
Peak clicksWindow
When recipients click links the most.
Best dayPills
Mon–Sun chips with the best-performing day filled
in.
Assets tab. Lists everything plugged into the campaign — emails,
SMS, automations, sequences, lists — with the numbers for each.
Header2
TitleLabel
Reads All assets in campaign.
+ Add assetPrimary
Same picker as the button at the top of the page.
Table columns7
AssetLink
Asset name with its type icon. Click to open the asset.
TypePill
Each type has its own colour: Email = blue, SMS = green,
Automation = orange, Sequence = sky blue, List = rose.
StatusPill
Sent, Active or Draft.
SentNumber
How many times this asset has been sent.
Open ratePercentage
Open rate for this email or SMS.
Click ratePercentage
Click rate for this asset.
ActionsIcons
Preview / edit / remove buttons on each row.
Footer1
TotalText
Total number of assets at the bottom of the card.
Contacts tab. Lists every contact the campaign has reached, with how
each one is engaging (or not). The cards on top split contacts into Engaged, Unengaged
and Converted buckets.
Top stat cards4
Total contactsStat
Total number of contacts in the campaign.
EngagedStat
Contacts that opened, clicked or replied at least once.
UnengagedStat
Contacts that received the campaign but didn't engage.
ConvertedStat
Contacts that hit the campaign's goal.
Contacts table7
SearchInput
Filters by contact name.
ContactLink
Opens the contact record in CRM.
StatusPill
Converted, Engaged or Unengaged.
OpensCount
How many times the contact opened an email.
ClicksCount
How many links they clicked.
RepliesCount
Replies to either email or SMS.
ConvertedYes / No
A green tick if they hit the goal, a dash if not.
Add asset picker. Opens from the + Add asset button. Lets you
attach existing emails, SMS messages or automations to this campaign.
Asset type tabs3
EmailsActive tab
Default. Lists existing email templates.
SMSTab
Lists SMS templates.
AutomationsTab
Lists automations from the Automation tab.
Picker2
SearchInput
Filters whichever tab you're on.
Asset listCheckboxes
A scrollable list with a checkbox next to each asset. Shows
the last-modified date and an "Already added" tag if it's already
in the campaign.
Footer3
CounterLive
Reads "N selected" as you tick the boxes.
CancelAction
Closes without adding anything.
Add to campaignPrimary
Attaches the picked assets and refreshes the Assets tab.
How to get here
Click any row on the Campaigns list (grid or cards). The detail page opens in the same window. Use the back arrow at the top to return to the list.
Asset Analytics
CRM / Campaigns
Key Features
- A pop-up that opens when you click the chart icon next to any row in the campaign's Top performing assets list or the full Assets tab.
- Same shell every time, but the contents change to fit the asset type. Email and SMS get the deep send-by-send view; automation and sequence get a mini performance dashboard; lists get a simpler view.
- Title follows a consistent pattern: <Type> Asset Analytics — <name> — e.g. Email Asset Analytics — Welcome to Practice EHR, Automation Asset Analytics — New lead welcome series. (Same modal also serves automation step-level analytics, where the title prefix swaps to <Type> Step Analytics.)
- Lets you check on a single asset without leaving the campaign.
Email Asset Analytics. Same content as the per-step view inside an
automation, just titled Email Asset Analytics — <name>. Shows
delivery, open rate, click rate, bounce rate, top links, geographic open rate, device
split, email-client split and a sender reputation health bar.
What you'll see5
Top stat cardsStats
Delivered, Open Rate, Click Rate, Bounce Rate.
Performance over timeLine chart
Daily delivered count.
Top performing linksList
Most-clicked links with their click counts.
Geographic + devicesCharts
Top US states by open rate; desktop / mobile / tablet
split; common email clients.
Sender reputationScore
Health bar for the sending address.
SMS Asset Analytics. Same content as the per-step view inside an
automation, just titled SMS Asset Analytics — <name>. Shows
delivery, opens, clicks and any carrier rejects, plus a benchmark comparison.
What you'll see4
Top stat cardsStats
Delivery Rate, Open Rate, Click Rate, Carrier Rejects.
Carrier & platformCharts
Which carriers and which phone platforms (Android / iOS)
your contacts are on.
Engagement timelineLine chart
Daily delivered counts.
Detailed analytics block2
A side-by-side comparison with the typical SMS benchmark,
plus state-by-state engagement.
Automation Asset Analytics. A mini version of the automation's own Performance
tab, embedded right inside the campaign and titled Automation Asset Analytics
— <name>. Shows enrollment, completion, goal hits and channel mix
without leaving the campaign.
What you'll see5
Top stat cardsStats
Enrolled, Completion %, Goal reached, Conv. rate. If no
Goal is defined, Conv. rate only counts Lead-to-Patient conversions.
Engagement over timeLine chart
Three lines (Enrolled, Completed, Goal reached) over the
selected window.
Top performing stepsList
Best-performing steps inside this automation.
Channel breakdown + goal funnelDonut + bars
Share of work between email / SMS / tasks / wait, plus a
step-by-step funnel from enrolled to goal reached.
Per-step performance tableTable
Step, Executed, Completed, Failed, Avg. time, Conversion.
Sequence Asset Analytics. Identical layout to the automation view,
titled Sequence Asset Analytics — <name>. The per-step table reads
"Per-sequence step performance".
What you'll see4
Top stat cardsStats
Enrolled, Completion %, Goal reached, Conv. rate —
same as the automation view. If no Goal is defined, Conv. rate only counts
Lead-to-Patient conversions.
Engagement over timeLine chart
Daily counts of enrolled, completed and goal reached.
Channel breakdown + goal funnelDonut + bars
Same layout as the automation view.
Per-sequence step performanceTable
One row per step in the sequence with executed / completed
/ failed counts.
List Asset Analytics. The simplest view, titled List Asset
Analytics — <name>. A contact list isn't sending anything by itself, so
the analytics just track how the list is growing.
What you'll see2
Top stat cardsStats
Total contacts in the list, plus light context stats
(joined this week, removed this week).
Throughput over timeLine chart
Membership change over the selected window.
How to get here
Open any campaign, go to Overview or Assets, then click the chart icon next to a row. The pop-up matches the asset type (email, SMS, automation, sequence or list).
Create Campaign (Layover)
CRM / Campaigns
Key Features
- A 2-step full-screen layover: Details first, then Assets. Matches the Create Automation / Create Sequence pattern — no modal-backdrop, the page slides over the campaigns list.
- Step 2 has five tabs — Emails, SMS, Automations, Sequences, Lists — each with its own picker.
- Whatever you pick on each tab stays selected when you switch tabs. Picks show up as chips in the Selected for this campaign strip.
- The bottom button changes from Next to Create campaign on the last step.
Step 1 — Details. The form sits inside a full-screen layover (flush with the sidebar) and is centered to a comfortable 720px column. Split into three labelled
sections (Basics, Schedule, Notes for your team) with a short
subtitle under each heading, plus a properly sized description field.
Layover header2
Back arrowAction
Returns to the campaigns list and discards in-progress edits. Replaces the old X close button to match the Automation / Sequence builders.
TitleLabel
Reads Create Campaign. Kept short — no subtitle, mirroring Automation Details / Sequence Details.
Step rail2
1 · DetailsActive
Currently visible step.
2 · AssetsPending
Becomes active after Next.
Section — Basics2
Campaign name*Required
A short name. Placeholder reads "e.g., Q2 New Patient
Onboarding".
GoalDropdown
What you want the campaign to drive. Options include Book
appointment, Patient reactivation, Onboarding, Event promotion.
Section — Schedule2
Start dateDate
When the campaign starts. Has an
i
info-tooltip that reads: "The date the campaign begins tracking
activity. Must be earlier than the end date. If left empty, analytics
will roll up from the earliest activity recorded on this campaign's
assets." Optional.
End dateDate
When the campaign stops automatically. Has an
i info-tooltip that reads: "The date the campaign stops
tracking activity. Must be later than the start date. If left empty, the
campaign stays active indefinitely until you manually mark it
Inactive." Optional.
Section — Notes for your team1
DescriptionTextarea
Six rows tall (~144px) with a guiding placeholder: "What's
this campaign for? Who's the audience? What does success look like?".
Resizable vertically.
Date validation3
Strict
start < end ruleValidationOnly enforced when both dates are filled
in. If start >= end, the user gets "Start date must be earlier than
end date." and end-date input gets focus. Either field empty = rule
skipped.
Soft picker constraintsUX
As soon as either date is picked, the native date picker on
the other field constrains its allowed range — end picker's
min = current start, start picker's max = current
end. Live, no save needed.
Validation runs twiceWhere
On the Step 1 Next button (blocks step advance)
and on the final Create Campaign submit (jumps
back to Step 1 if it failed).
Footer2
HintHelper
"Step 1 of 2 · Name your campaign and set the
dates."
NextPrimary
Stays disabled until you fill in Campaign name.
Also runs the date-validation rule above before advancing.
Step 2 — Assets (Emails tab). Pick existing emails to plug into
the campaign. The campaign rolls up the numbers from every email you attach. Picks stick
around when you switch to other tabs.
Asset-type tabs5
EmailsActive
Default. List of email templates you can plug in.
SMSTab
List of SMS templates.
AutomationsTab
List of saved automations.
SequencesTab
List of saved sequences.
ListsTab
List of saved CRM contact lists.
Picker3
SearchInput
Filters the active tab.
Asset cardsCheckboxes
Scrollable list of assets, each with a checkbox, name,
last-modified date and a small stat (send count or contact count).
Selected for this campaignChips
A strip below the picker that shows every pick across all
five tabs. Click the × on a chip to drop it.
Footer3
HintHelper
"Step 2 of 2 · Pick the assets that belong to
this campaign."
PreviousAction
Goes back to Details and keeps everything you've already
filled in.
Create campaignPrimary
Replaces Next on this step. Saves the campaign and
opens its detail page.
Step 2 — Assets (SMS tab). Same picker as Emails, just with SMS
templates listed instead. Whatever you've already picked on other tabs stays selected.
SMS library (sample data)4
Appointment reminderSMS
Reminds the contact 24 hours before their visit.
Allergy Quick BookingSMS
One-click rebook for allergy patients.
Welcome SMSSMS
Day-zero hello for a new patient.
Review requestSMS
Post-visit nudge asking for a public review.
Step 2 — Assets (Automations tab). Same picker shape as Emails /
SMS, listing your saved automations. Adding one to a campaign means the automation's
enrolled-contact stats roll up alongside the campaign's email and SMS results.
Automation library (sample data)4
New lead welcome seriesAutomation
Multi-step welcome flow for fresh leads.
No-show recoveryAutomation
Re-books contacts who missed an appointment.
Post-visit follow-upAutomation
Thank-you / review prompt after a visit.
Dormant patient reactivationAutomation
Win-back flow for inactive patients.
Row contents3
CheckboxToggle
Adds the automation to the campaign. Persists when you
switch tabs.
Type iconVisual
Orange bolt to make automations easy to scan.
Last modifiedStamp
Helps you tell apart similarly-named automations.
Step 2 — Assets (Sequences tab). Lists your saved sequences
(cadence-based outreach against a list). Adding one rolls its per-step metrics into the
campaign's totals.
Sequence library (sample data)4
Sales outreach 5-touchSequence
Five-touch sales cadence over two weeks.
Post-demo follow-upSequence
Three-touch follow-up after a product demo.
Referral request sequenceSequence
Asks happy patients for referrals over a few weeks.
Insurance pre-auth nudgesSequence
Reminds patients to complete pre-auth steps before a
visit.
Row contents2
Type iconVisual
Cyan stream icon distinguishes sequences from automations
at a glance.
Underlying listImplied
Each sequence already runs against a CRM list set in its
own Details tab — that list isn't shown here, only the sequence name.
Step 2 — Assets (Lists tab). Pick CRM contact lists you want to
track inside this campaign. Lists don't send anything by themselves — adding one rolls
list-membership growth into the campaign view.
List library (sample data)6
New patients (last 30 days)List
Rolling 30-day window of new patient records.
Active patientsList
Patients seen in the last 12 months.
Dormant patients (90+ days)List
Patients who haven't been seen for 90+ days.
High-value patientsList
Top contributors by lifetime value or visit count.
Recently bookedList
Anyone who's booked in the last 7 days.
Allergy season segmentList
Seasonal segment for allergy outreach.
Row contents2
Type iconVisual
Rose list icon — lists feel different from sending assets
so the colour is intentional.
Counts on the rowStat
Where applicable, the row shows the current contact count
so you can size up the audience before adding the list.
How to get here
Click + Create Campaign in the toolbar of the campaigns list. The Create page slides over as a full-screen layover (flush against the sidebar) — the same pattern used by Create Automation and Create Sequence. Hit the back arrow in the header to return to the list.
Sequences List
CRM / Sequences
Key Features
- The first page you see when you click Sequences in the CRM sidebar.
- Lists every sequence in the practice. Click a row to open it in the builder; click the chart-bar icon to jump straight to its Performance tab.
- + New Sequence opens the 2-step create stepper (Details → Build).
- Unlike Campaigns, this list has no KPI strip and no Cards view — just a clean table. Sequences are operational tools, so the headline numbers live on each sequence's own Performance tab.
Field reference
Click a section to collapseToolbar2
SearchInput
Filters the list by sequence name as you type. No need to press
Enter.
+ New SequencePrimary button
Opens the 2-step create stepper with a blank sequence (Details
first, then Build).
Table columns5
NameLink
Click to open the sequence in the builder (lands on the Build
tab).
StatusPill
One of three values:
- Active — running; the sequence is looping on its Occurrence cadence.
- Inactive — paused; nothing inside sends until someone flips it back on.
- Completed — one-off run that finished its full pass through the list.
StepsNumber
Count of nodes on the canvas (Email + SMS + Delay + Task +
If/Else). Shown as a small chip to make scanning easier.
Patients EnrolledNumber
How many contacts on the target list are currently being
processed by this sequence.
ActionsIcons
Two icons per row:
- Chart-bar — opens the sequence directly on its Performance tab.
- × Delete — asks to confirm. Deleting a sequence does not delete its target list or its email/SMS templates — those stay in the Lists / Communication tabs.
Footer2
Result countText
Reads "Showing 1 to N of M results". Reflects
whatever's in the Search box.
Page controlsButtons
Previous, page numbers, Next, plus a refresh icon to re-pull
the list.
Where to find it
CRM sidebar › Sequences (the people-group icon).
Sequences
CRM / Phase 2
Key Features
- Sequences open in the same builder as automations — the page header just reads Sequence Details instead of Automation Details.
- Creating a new sequence walks you through 2 steps: Details first, then Build (the canvas).
- Five step types you can drop on the canvas: Send email, Send SMS, Delay, If / then branch, Create task.
- Click any step on the canvas and a settings panel opens on the right. No separate pop-ups for each step type.
- The Details tab adds three fields just for sequences: pick a List (who gets the messages), set a repeat schedule (how often it runs again), and an Active on/off toggle.
- The little helper note on the left switches from Enrollment (for automations) to a short note about the schedule (for sequences). Everything else looks identical.
Details — Create + Sequence Details
Settings panel
Same panel appears in two places. This is what you see as Step
1 of the create-sequence stepper, and as the Details tab
when you open an existing sequence to edit it. Both flows show the exact same fields
— including the Occurrence field below.
Picks a list, not a trigger. An automation pulls people in based on a
trigger event. A sequence runs through everyone on a list you pick, then runs again on
the schedule you set under Occurrence.
What "Occurrence" actually does. Pick
2 Days and today the
system runs every step in the sequence (Step 1 → Step 2 → Step 3 →
…) for every contact on the list. 2 days later it runs all the steps again. 2
days after that, again. New people added to the list get picked up on the next run. Same
definition shown in the i tooltip next to the field in the live mockup.
Details5
Sequence name*Required
Free-form text. Example: "Diabetic patient
outreach".
List*Dropdown
Replaces the trigger field used in automations. Pick a CRM
contact list (e.g. "Diabetic Patients Over 40"); the sequence runs
against members of that list. Locked once the sequence is
saved — on the Sequence Details view this
dropdown is disabled. To switch lists, recreate the sequence (changing the
audience mid-flight would silently re-target everyone on the new list).
OccurrenceNumber + unit
How often the whole sequence repeats. Pick a number and a
unit (Days / Weeks / Months). Example: with
2 Days,
today the system runs every step (Step 1 → Step 2 → Step 3) for
everyone on the list. 2 days later it runs all the steps again. 2 days after
that, again. New people added to the list get picked up on the next run.
ActiveToggle
Off by default ("Off — sequence is paused").
Flip on to start running when you save.
DescriptionTextarea
Optional free-form note for your team.
Stepper rail2
1 · DetailsActive
Currently visible step. Hint reads "Step 1 of 2
· Fill in the basics, then design the flow."
2 · BuildInactive
Becomes active after Next.
Footer2
PreviousDisabled here
Disabled on the first step.
NextPrimary
Validates name + list, then advances to Build. Skipping the
list shows an inline alert.
Stepper — Step 2: Build. Same canvas as the in-tab editor, just
wrapped in the create stepper. The footer button changes from Next to Save
sequence.
Empty canvas3
Start of sequencePinned
Blue start node anchored at the top — cannot be
deleted. Every step attaches below it.
Add (+)Action
Dashed circle between Start and End. Click to open the step
picker, or use the left palette directly.
End of sequencePinned
Marker at the bottom of the canvas. New steps insert above
it.
Hint & footer3
HintHelper
"Step 2 of 2 · Drop in the steps your contacts
will move through."
PreviousAction
Returns to Details (preserves entered values).
Save sequencePrimary
Persists the sequence and closes the builder. Replaces the
automations "Save automation" label.
Built sequence canvas. Steps stack top to bottom between Start of
sequence and End of sequence, connected by light grey lines. Each step
card has a small i tooltip and an × to delete
it. The little helper text on the left explains the schedule (sequences) instead of the
trigger note (automations).
Palette — ADD STEP5
Send emailEmail
Blue
fa-envelope. Inserts an Email node and
selects it.
Send SMSSMS
Green
fa-comment-dots. Inserts an SMS node.
DelayWait
Amber
fa-clock. Inserts a wait step.If / then branchBranch
Teal
fa-code-branch. Splits the canvas into
YES / NO branches.
Create taskTask
Slate
fa-clipboard-check. Inserts a task step.
Node anatomy3
TitleBold
Step title (e.g. "Welcome email").
SubtitleMuted
Either the template / config preview (e.g. "Template:
Welcome to Practice EHR", "2 days", "If: Email
opened") or "Not configured" if blank.
Hover affordancesIcons
i tooltip with the step description, and
× to delete the node.
Schedule note (left side)1
Helper textSidebar note
Below the step list: "This sequence runs against
members of the selected list and re-runs on the schedule you set in
Details."
Sequence Details — existing sequence (edit mode)
After save
Same Settings panel as Step 1, but with the audience locked. When you
reopen a saved sequence, the page header reads "Sequence Details", the stepper
is gone, and a horizontal tab bar (Details / Build / Performance) replaces it. The
Settings panel shows all the same fields — except the List dropdown is
disabled. Reasoning: changing the target list mid-flight would silently re-run
the sequence on a brand-new audience.
What's different from the create stepper4
ListLocked
Disabled
<select> — greyed out,
non-interactive. The previously-picked list is shown for reference. To
change it, recreate the sequence.
Sequence name, Occurrence, Active, DescriptionEditable
All four remain editable on the existing sequence —
you can rename it, change the cadence, pause / resume, or update the
description any time.
Header labelText
Top-of-modal title flips from "Create Sequence" to
"Sequence Details".
Tab barTabs
Stepper rail is hidden; a free-navigation tab strip
appears: Details / Build / Performance. Click any tab to jump
straight to it.
How to get here2
From the Sequences listClick
Click any row name to open the sequence in the builder; it
lands on the Build tab. Click the Details tab to see this
Settings panel.
From the chart-bar actionIcon
Click the chart-bar icon on a row to open the sequence
directly on its Performance tab; from there, click Details
to land here.
Performance tab
Only on existing sequences
Same shape as the Automation Performance tab. Sequence Performance
reuses the same KPI strip, engagement chart, top-performing-steps list, per-step
performance table, and detailed-analytics panel as automations. Numbers are scoped to
this sequence only.
KPI strip4
Total EnrolledStat
How many contacts on the target list have been processed by
this sequence to date (across every Occurrence run).
Open RateStat
Average open rate across every Email step in the
sequence.
Click RateStat
Average click rate across every Email step.
Reply RateStat
Share of contacts that replied to any Email or SMS step in
this sequence.
Engagement over time2
Line chartChart
Daily counts of Enrolled and Completed
contacts in the lookback window. Each Occurrence cycle shows up as a fresh
enrollment spike.
Range pickerDropdown
Switches between rolling windows (Last 7 / Last 30 / Last
90 days). Default 30 days.
Top performing steps1
Ranked listList
Top 3-5 steps from this sequence ranked by their primary
success metric (Email = open/click, SMS = delivery, Wait = completion). Each
row shows step name + type + primary % + a coloured bar.
Per-step performance table2
Step rowsTable
One row per node on the canvas (Email / SMS / Delay / Task
/ If-Else). Columns: Step name + type, Entered, Completed, Failed, Avg.
time, Success %.
Chart-line actionIcon
Right-most icon on each row opens the Step
Analytics modal for that step (different content per step type —
same modal as in automations).
Detailed analytics3
Conversion tooltipInfo
Hovering the Conversion stat shows: "Conversion
rate = (goals reached ÷ contacts enrolled) × 100. Goals are
counted when a contact meets the sequence's goal criteria inside the
lookback window (default 30 days). If no goal is defined, conversion only
counts leads whose Status changed to Patient."
Time-in-flowStat
Mean elapsed time from enrollment to completion or
drop-off. Includes the Delay/Wait steps. Excludes contacts still in flight.
Top converting segmentsBars
Contact segments ranked by their conversion rate within
this sequence. If no Goal is defined, conversion only counts Lead-to-Patient
changes. A contact may belong to multiple segments — counted in each.
Email step — settings panel on the right. Click an Email step on
the canvas and its settings show up in the right panel. There's no separate pop-up
— you edit right there and it saves automatically.
Email config4
TemplateDropdown
Picks a saved email template (e.g. "Welcome to Practice
EHR"); pre-fills subject + body.
Subject line*Required
Inbox subject; supports merge tokens like
{{firstname}}.
FromDropdown
Sender persona — defaults to Contact owner;
overrides include named users (e.g. "Sarah Ahmed").
Email contentBody preview
Read-only preview of the body with a green "Body
content added" chip; click Open editor for the full
WYSIWYG.
Action buttons2
Open editorAction
Launches the full email-editor modal (subject + rich-text
body + tokens).
PreviewPrimary
Opens the preview modal showing how the email will land in
the recipient's inbox.
SMS step — settings panel on the right. Same layout as the Email
step, just with a message box instead of subject + body.
SMS config2
TemplateDropdown
Pick a saved SMS template; "Select template..."
when none chosen.
Message*Textarea
Free-form SMS body with merge tokens
(
{{firstname}}, {{practice}}). Helper text reads
"Use {{firstname}}, {{practice}} tokens. Reply STOP to opt out is
appended automatically."
Delay step — settings panel on the right. The simplest panel
— just a number and a unit (minutes, hours, days, weeks, years).
Wait for2
Value*Number
Whole number (e.g. 2).
UnitDropdown
Minutes, Hours, Days, Weeks, Years. Pairs with
Value to set the wait length.
Helper1
HintYellow callout
"Contacts will wait this duration before proceeding to
the next step."
Task step — settings panel on the right. Three short fields.
Anything else (status, due date, message body) you set on the task itself once it's been
created.
Task config3
Task titleInput
Free-form title shown on the canvas node and on the
resulting CRM task.
AssigneeDropdown
Defaults to Owner; pick a named CRM user to
override.
PriorityDropdown
Defaults to Medium. Options: Low / Medium /
High.
If / then branch — settings panel on the right. Splits the canvas
into a green YES path and a red NO path. Pick the
check from the Branch on dropdown.
Branch config1
Branch onDropdown
Selects the predicate (e.g. Email opened, Replied,
Clicked, Bounced, Opted-out). Drives which contacts go down YES vs. NO.
Branch behaviour2
YES branchGreen
Runs if the condition is met. Click the +
under the YES label to add steps.
NO branchRed
Runs if the condition is not met. Each branch ends
independently — both reach the End of branch markers and
rejoin at End of sequence.
Branch + button1
+ buttonAction
Round dashed + at the end of each branch
opens the same step picker as the main canvas. Branches can themselves
contain further If / then branch nodes — nesting is
supported.
How is this different from an automation?
It's the same builder — same step list, same canvas, same branching. The only differences are:
- The Details tab asks for a List, a repeat schedule (how many days/weeks between runs) and an Active toggle — instead of a trigger.
- The left helper says "This sequence runs on the schedule you set in Details" instead of the trigger note.
- The page title reads Sequence Details and the create-stepper Save button reads Save sequence. The header Update action on existing records is the same compact button as on automations.
If you've used the automation builder, you already know how to use this.