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Automations

Automations are a powerful way to automate your business processes. They can be used to send messages, update patient records, create tasks, and orchestrate complex clinical workflows. You can create automations that are triggered by events in your system, such as a new patient record being created or an appointment status changing. You can also create automations that are triggered by external events, such as a scheduled timer.

With the introduction of the Visual Builder, you can now design these workflows using an intuitive, drag-and-drop flowchart interface, making it easier to visualize and manage multi-step processes.

Platform Admin only

Creating, editing, enabling, or disabling automations requires the Platform Admin role. The Automations settings card and sidebar item may be visible to Org Admins, but the automation APIs and routes enforce Platform Admin access.

Triggers​

The trigger determines what causes the automation to run.

Manual​

A "Manual" trigger requires a Platform Admin to execute the automation on demand from the automation list. It does not run automatically.

FHIR Resource Events​

FHIR resource events allow the automation to be triggered by a change in a FHIR resource. The resource type and event type are selected from dropdowns. The resource type is the type of FHIR resource that will trigger the automation. The event type is the type of change to the resource that will trigger the automation. The event type can be Created, Updated, or Deleted. The automation will run when the specified resource type is created, updated, or deleted.

Timers​

Timers allow the automation to be triggered on a schedule.

  • Scheduled (Recurring) runs on a predefined interval (for example, every day at 9:00 AM). Schedules are timezone-aware and default to America/New_York.
  • Scheduled (One-Time) runs once at a specific date and time.

For scheduled automations, the audience can be a Report or a Segment. Each matching patient in the report or segment can start the automation. You can also enable Send to each patient only once so patients who already started the sequence are skipped on later runs.

It is important to carefully select the report or segment to ensure accuracy.

Filters​

Filters allow the automation to be run only when certain conditions are met. Filters are added from the toolbar as Event Filter nodes and are configured as:

Resource → Field (FHIR search parameter) → Comparison → Value

The field dropdown is populated from the FHIR search parameters available for the selected resource. The comparison operator depends on the field type. Most fields only support equals; numeric fields also support is equal to, is greater than, and is less than; date fields support is before and is after. A Filter Preview shows the query the filter will use.

Multiple filters can be added to an automation. If multiple filters are added, the automation will only run if all of the filters pass.

See Automation Filters for the full list of available fields and operators.

Actions​

An "action" refers to a specific task that the system performs automatically when certain conditions are met. Actions can be things like sending messages, creating tasks, or updating information. These actions can be customized to fit your specific needs and can also involve connecting with other systems or services.

Wait Actions (Delays)​

Wait actions allow you to pause an automation for a specified amount of time before executing the next step. The Visual Builder supports Minutes, Hours, Days, or Weeks. This is useful for workflows like sending a post-visit survey 24 hours after an appointment, or delaying a follow-up message. When an automation hits a Wait node, it safely suspends execution and automatically resumes exactly where it left off once the time has elapsed.

Wait steps do not observe business hours. To delay a message until business hours, use the Send during business hours only switch on messaging actions.

Action Types​

The action picker groups actions into four categories:

  1. Messaging Actions

    • Send Secure Message: Send encrypted messages through the platform's internal messaging system
    • Send SMS: Send text messages to patients
    • Send Email: Send emails with a selectable From Identity and optional Friendly Sender Name
    • All messaging actions support a Send during business hours only switch

  2. Tasks & Forms Actions

    • Create Task: Create a Task resource automatically. The form supports Description, Based On, Type, Task Status, Business Status, Part Of, Focus, Requested Form, and Deduplication. Owner, priority, and due date can be applied when the task is based on a workflow that sets those values.
    • Create Task - Connect: Create contact-center-specific tasks
    • Create Task - Zendesk: Generate Zendesk support tickets
    • Assign Form: Assign a questionnaire to a patient and create the linked task

  3. Data Actions

    • Create Resource: Generate any FHIR resource
    • Process Event Entry: Process event entries matching configured filters

  4. Integration Actions

    • Sync Integration - Incoming: Import data from external systems
    • Sync Integration - Outgoing: Export data to external systems
    • Send to Survey Monkey: Distribute surveys to patients

For outreach and campaign use cases, use the Campaigns module instead of automations.

Resource Mapping​

When creating resources through automation:

  • Import maps define how data flows from trigger to action
  • Resource type changes automatically update mapping options
  • Validation ensures data integrity
  • Support for complex data transformations

Logs​

The automation logs provide a detailed history of executions, giving you visibility into what triggered the automation, whether it executed successfully, and what actions were performed.

Accessing Logs​

When you navigate to an automation, you'll find a set of options in the top right corner next to the "Save" button, represented by three dots. Within this dropdown menu, you'll discover various choices, including the option to access logs specific to that automation.

Log Information​

Each log entry contains:

  • Timestamp: When the automation was triggered
  • Automation: The name of the automation that ran
  • Details: Summary information about the execution
  • Patient: The patient associated with the execution
  • Resource: The resource that triggered the execution

Using Logs for Troubleshooting​

Logs are invaluable for:

  • Verifying if automations are firing as expected
  • Identifying why an automation might have failed
  • Understanding which conditions or filters prevented execution
  • Monitoring the frequency and patterns of automation triggers
  • Auditing automated actions for compliance and quality assurance

Best Practices​

  • Check logs after creating or modifying an automation
  • Set up regular log reviews for critical automations
  • Use log data to optimize automation performance and reliability
  • Investigate any patterns of failures or unexpected behaviors