📅 1. Appointment Reminders

Click here to watch brief tutorial video on how to setup Appointment Reminders

This workflow is the backbone of your patient communication. It replaces the default JaneApp SMS reminders with a more powerful, interactive system that allows patients to reply directly to you.

Why use this instead of JaneApp SMS?

While JaneApp sends reminders, they come from a generic number that cannot receive replies.

• JaneApp: Patient replies to the text -> Message is lost in the void.
• ClinicSync: Patient replies -> You get the message in your dashboard conversations tab, allowing you to save the appointment or help them reschedule.

🛑 Important: Turn off JaneApp SMS Reminders

To avoid confusing your patients with double messages (and sending from two different phone numbers), you must disable the native SMS reminders in Jane.

1. Log into JaneApp.
2. Go to Settings > Reminders & Notifications.
3. Uncheck the SMS/Text reminders.
4. Keep Email Reminders ON. (Especially if you do Telehealth/Video appointments, as Jane sends unique video links via email that we cannot currently access).

How the Workflow Works

1. The Trigger: Appointment Confirmed Thanks to our official integration, any appointment booked in Jane (online or by your staff) automatically triggers this workflow.

2. The Cleanup Step (Remove from other workflows) The first thing this system does is Remove the patient from any "Reschedule" or "Recall" workflows.

• Why? If they just booked an appointment, we don't want to accidentally send them a "Hey, you haven't booked yet!" message 5 minutes later.

3. The "New Patient" Filter The workflow checks if the patient has visited before (Total Number of Visits > 0 ).

• If it is their 1st Visit (Visits = 0): The workflow STOPS.
  • Why? New patients need extra information (maps, parking, etc.). They are handled in a separate, specialized workflow called [Pre-New Patient Messages].
• If they are a Returning Patient: They proceed down the Left Branch to receive standard reminders.

⚠️ Multi-Location Users: If you have multiple clinics, you need to filter these reminders by location so the patient knows which branch to visit.

• Search for our article: "How to Filter by Clinic Location" to learn how to add a Location split right at this step.

Understanding the Wait Timers

Our timers are "Event Based," meaning they count down to the Appointment Time.

• 24 Hours Before: The system waits until 1 day before the appointment to send the first reminder.
• 1 Hour Before: The system waits until 60 minutes before the appointment to send the final nudge.

What if a patient books last minute? If a patient books an appointment for 6 hours from now:

• The system sees that the "24 Hour" reminder is already in the past.
• It SKIPS that message automatically.
• It moves directly to the next step (the 1 Hour reminder), ensuring the patient doesn't get a confusing "Reminder for tomorrow" message on the day of.

How to Customize

1. Change the Timing: You can change the "1 Hour" wait step to "2 Hours" if you prefer. Just remember to update the SMS text so it matches!
2. Edit the Message: Click the SMS step to change the wording.
3. Publish & Save: Once you are happy, toggle the workflow to Publish and hit Save.