Communication and Engagement Automation**Purpose**
1.2. Deliver time-sensitive outreach via preferred channels (SMS, email, voice, WhatsApp, push notifications) to encourage individuals to reconnect and access support.
1.3. Automatically personalize outreach messages by referencing treatment history, last activity date, and recommended next steps.
1.4. Collect and route responses for tracking, reporting, and direct connection with care teams or case managers.
**Trigger Conditions**
2.2. Missed appointment or non-responsiveness to prior outreach.
2.3. Completion of care plan without further engagement.
2.4. Periodic scheduled reactivation cycles (weekly/monthly/quarterly).
2.5. Manual trigger by staff when concern arises.
**Platform Variants**
3.1. Twilio SMS
• Feature/Setting: Programmable SMS; configure API to send personalized texts when inactivity detected.
• Sample config: webhook endpoint triggers `messages.create` with patient mobile and message template.
3.2. Twilio Voice
• Feature/Setting: Programmable Voice; initiate outbound calls with dynamic scripts to reengage.
• Sample config: `calls.create` API with patient number and dynamic TwiML URL for message.
3.3. SendGrid
• Feature/Setting: Email API; automate tailored email reminders and resource offers.
• Sample config: POST to `/mail/send` API with dynamic fields (name, last appointment date).
3.4. Mailgun
• Feature/Setting: Messages API; auto-send follow-up emails with embedded CTA links.
• Sample config: `messages.send` with template and merge variables.
3.5. Amazon SES
• Feature/Setting: SMTP/SendEmail API for HIPAA-compliant mass or 1:1 email messaging.
• Sample config: Trigger Lambda with destination, subject, and dynamic body.
3.6. HubSpot
• Feature/Setting: Marketing Automation workflows to trigger email or text drip campaigns to inactives.
• Sample config: Workflow automation based on "Days since last activity" property.
3.7. Salesforce Marketing Cloud
• Feature/Setting: Journey Builder; auto-launch journeys for inactive patient segments.
• Sample config: Entry event based on CRM field filter, outbound SMS/email through channel connectors.
3.8. ActiveCampaign
• Feature/Setting: Automations; trigger targeted campaigns using CRM inactivity data.
• Sample config: "If Contact inactive for X days, send message".
3.9. Zendesk
• Feature/Setting: Ticket automation and outbound triggers for phone/SMS/email engagement.
• Sample config: Trigger "Send message" on custom field "inactive" update.
3.10. Intercom
• Feature/Setting: Automated messaging rules to prompt users inactive for set period.
• Sample config: "Send message" based on last-seen/contacted timestamp.
3.11. WhatsApp Business API
• Feature/Setting: Automated template messaging for high-engagement reminders.
• Sample config: POST to `/messages` with template name, variables, and patient phone.
3.12. Facebook Messenger API
• Feature/Setting: Automated messaging using Messenger Platform to reach inactive users.
• Sample config: Call `messages` endpoint with structured message JSON.
3.13. Google Firebase Cloud Messaging
• Feature/Setting: Push notification campaigns to app users with inactivity triggers.
• Sample config: Send message to device tokens tagged as inactive.
3.14. Microsoft Teams
• Feature/Setting: Automated direct messages to patients within Teams-based engagement platforms.
• Sample config: Schedule adaptive card message through Teams Graph API.
3.15. Slack API
• Feature/Setting: Direct message automation for clinics running Slack-based follow-ups.
• Sample config: Send message to user/channel when tagged inactive.
3.16. Outlook 365
• Feature/Setting: Automated email via Graph API; tailored re-engagement messaging.
• Sample config: POST `/sendMail` with dynamic content referencing inactivity.
3.17. Zoho CRM
• Feature/Setting: Workflow-based email/SMS for leads marked inactive.
• Sample config: Workflow triggers message when Last Contacted > X days.
3.18. DrChrono
• Feature/Setting: Scheduler/Communication module auto-sends reminders or custom outreach.
• Sample config: Webhook triggers communication action with patient profile data.
3.19. SimpleTexting
• Feature/Setting: Automated SMS campaigns for follow-up to lapsed clients.
• Sample config: Schedule campaign with uploaded or dynamic segment.
3.20. MessageBird
• Feature/Setting: Omnichannel automation across SMS, WhatsApp, Voice.
• Sample config: Flow builder triggers based on CRM API webhook for inactivity.
3.21. Vonage (Nexmo)
• Feature/Setting: Programmable SMS/Voice APIs; auto-reminders and check-ins.
• Sample config: API request on patient inactivity event with merged variables.
**Benefits**
4.2. Reduces manual workload on staff, minimizing missed opportunities.
4.3. Ensures timely intervention for at-risk individuals.
4.4. Facilitates omnichannel personalized outreach to match patient preferences.
4.5. Centralizes activity logging for regulatory and clinical reporting.