Building a Campaign

The campaign list

Open Outreach → Campaigns to see your campaigns, split into Active and Inactive tabs. For each campaign the list shows:

• Name, with a status dot
• Trigger and Type
• Last Run, either "Never" or how long ago it ran, with a success or failure icon
• A status chip: how many times it ran this month, how many errors it had, or "Not executed"

Use Search and the Trigger Type filter to narrow the list. Each row has Edit and Logs actions.

Creating a campaign

Click New campaign and choose a starting point:

• Segment Campaign runs every day against a segment, sends each patient through once, and starts with a single Send SMS step.
• Blank Campaign or Start from scratch gives you an empty campaign to build yourself.

You can also start from a segment. On Outreach → Segments, click Use on a segment, pick a delivery channel, and choose Continue in campaign builder. The new campaign opens with that segment as its audience and a first step for the channel you picked.

Give the campaign a Name and, optionally, a Description at the top of the builder.

Trigger: when the campaign runs

Click the trigger at the top of the canvas to configure it. The Event field controls when the campaign runs:

Event	Runs
Scheduled (Recurring)	Repeatedly, on the Timing you choose: every 60 minutes, every 2, 4, 8, or 12 hours, every day at 1:00 AM, 7:00 AM, 1:00 PM, or 7:00 PM, or once a week at midnight on the day you pick
Scheduled (One-Time)	Once, at the Start date & time. An optional End date & time stops it from running after that point.
Manual	Only when someone clicks Execute
Resource Creation / Update / Delete	Whenever a record of the chosen Resource Type is created, updated, or deleted (for example, a new Patient)

Always choose a Timezone for scheduled campaigns. New campaigns start without one, and until you choose one the schedule runs in UTC, so "1:00 AM" may not mean 1:00 AM for your clinic.

For cost and safety, a campaign that evaluates a full segment or report audience can run no more than once in a rolling 60-minute period. Segment campaigns with more than 10,000 matching patients are stopped before any patients are processed; narrow the segment before running the campaign.

Audience: who receives it

Under Resource to Process, choose the audience:

• Segment: a saved segment. This is the usual choice for outreach.
• Report: the patients returned by a saved report.
• Event Resource: only the patient tied to the triggering record. This option appears for Manual and Resource triggers.

Scheduled and Manual campaigns send to everyone in the segment or report, re-evaluated on each run, so the audience is always current.

Resource-triggered campaigns with a segment or report work differently. Each time a record changes, only the patient tied to that record is checked against the segment, and they only continue if they're in it.

Send to each patient only once

With a segment or report audience on a scheduled or manual campaign, Send to each patient only once stops the campaign from messaging the same patient on every run. It's turned on for new campaigns. Patients who have already started the sequence are skipped on later runs. Patients who join the segment later still go through it once. This option has no effect on resource-triggered campaigns.

Event filters

For Resource triggers, use Add Event Filter to only continue when the triggering record matches a condition. For example, you could continue only when an Appointment's status equals "fulfilled." Each filter has a Resource, Field, Comparison, and Value. Test Filter shows how many existing records match, with an example. When a campaign also has a segment, a patient must pass the filter and be in the segment.

Steps: what it sends

Use Add Action to add steps and Add Wait to put delays between them. You can also click + between two steps to insert one there. Steps run from top to bottom. Use Auto Arrange to tidy the canvas and Add Note to leave comments for your team.

Send Email and Send SMS

Click a step to configure it in the side panel:

• Message Template: optional, but recommended. Choose a saved template for the channel. Without a template, an email goes out in a plain layout with no unsubscribe link, and an SMS sends the Message Content on its own.
• Recipient:
  • Patient sends to the patient's own email address or phone number and fills in {{FirstName}}.
  • Default Recipient sends to the same address, but {{FirstName}} is left blank.
  • Specific User sends to an address you enter, which is useful for internal notifications.
• Message Content: the message itself. When you use a template, it fills the template's content area.
• Message Subject: for email and secure messages.
• Send during business hours only: holds the message until your organization's business hours and business days. If the step comes up outside them, the patient waits at this step and the message goes out when the next business window opens. If your organization hasn't set business hours, the default is 9:00 AM to 5:00 PM, Monday to Friday. Business hours use the campaign's timezone, or your organization's timezone if the campaign doesn't have one.

The Message Preview shows the rendered message. Click Expand for a full-size view.

To personalize a message, use {{FirstName}} to insert the patient's first name, and set Recipient to Patient. New email steps default to Default Recipient, so change this if you use {{FirstName}}.

SMS steps have extra sender options. See SMS Messaging.

Wait

A Wait step pauses each patient before the next step. Set a Duration and Unit. The side panel offers minutes, hours, or days. For longer delays, choose Edit from the Wait step's menu on the canvas, which also offers Weeks.

A wait always runs for its full duration. To keep a message inside business hours, turn on Send during business hours only on the message step itself.

After every wait, each patient is checked again. Patients who have left the segment don't receive the next message.

Turning a campaign on and off

A new campaign is saved as inactive. To start it, turn on Enabled in the builder header and click Save. Hover over the switch to see what's missing. Before a campaign can be enabled:

• It needs at least one step.
• If its audience is a segment, a segment must be selected.
• Every message step needs a Recipient.
• A scheduled campaign needs a valid timezone.
• A one-time campaign needs a valid start, and end if you set one.

To stop a campaign, turn Enabled off and click Save. Patients who are partway through a Wait when you turn the campaign off don't receive the rest of the sequence, even if you turn the campaign back on later.

Testing a campaign

Execute runs the last saved version of a campaign, and only while it's enabled. To test safely before real patients receive anything:

1. Build a small segment that contains only test patients, such as staff test accounts with your own email address and phone number.
2. Point the campaign at that segment, turn on Enabled, and click Save.
3. From the ⋮ menu, choose Execute to run it immediately.
4. Check the messages you receive and the campaign's Logs.
5. Switch the audience to the real segment and click Save.

Monitoring with Logs

Click Logs on the campaign list, or choose Logs from the builder's ⋮ menu, to see every run. Each entry shows the timestamp, the patient, the record involved, and what happened, including messages that were skipped or failed.

Email delivery results (delivered, bounced, or marked as spam) are recorded on the patient's communication history.

Other actions

The builder's ⋮ menu also has:

• Duplicate: creates an inactive copy named "Campaign name (Copy)".
• Delete: permanently removes the campaign.

Sending limits

To protect your sender reputation, each organization has an hourly limit on campaign and automation messages (2,000 per hour by default). If a run hits the limit:

• Patients who hadn't received anything yet are picked up on a later run.
• A patient who was cut off partway through a sequence doesn't receive the remaining steps.