Campaigns
A campaign sends a sequence of messages to a group of patients. You choose who receives it (a saved segment), when it runs (on a schedule, once, or when something happens in the platform), and what it sends (email and SMS steps, with optional waits between them).
The rest of this section describes Campaigns v2, the visual builder that lives under Outreach → Campaigns for Enterprise organizations. See Outreach by plan below for which features are available on each plan.
Outreach by plan
| Plan | What's available |
|---|---|
| Solo | No Outreach menu. Campaigns are not available. |
| Team | No Outreach menu. Campaigns are not available. |
| Practice | Campaigns are not available. |
| Enterprise | Campaigns v2 (this section). |
Legacy campaigns, legacy segments, attribute mapping, and legacy activity pages have been removed following the retirement of Amazon Pinpoint on October 30, 2026. Organizations that need outreach can use Campaigns v2 on Enterprise.
Where to find it
For Enterprise organizations, outreach lives under Outreach in the admin menu:
| Menu item | What it's for | Plan | Who can access |
|---|---|---|---|
| Campaigns | Create, edit, and monitor Campaigns v2 | Enterprise | Platform admin |
| Segments | Build the patient audiences that campaigns send to | Enterprise | Platform admin and org admin |
| Outreach Identities | Verify the email addresses, domains, and phone numbers you send from | Enterprise | Platform admin and org admin |
Message templates live under Settings → Templates.
The Campaigns and Templates pages are only available to CareLaunch platform administrators. Organization admins can build Segments and manage Outreach Identities. To set up or change a campaign or template, contact your CareLaunch representative.
How a campaign works
- Trigger. The campaign starts on a recurring schedule, at a set date and time, by hand, or when a record is created, updated, or deleted.
- Audience. Each time it runs, the campaign re-evaluates its segment, so patients who newly match are picked up and patients who no longer match are skipped.
- Steps. Each patient moves through the steps in order: send an email, send an SMS, wait, and so on.
- Eligibility checks. A patient's eligibility is checked again at the start of each run and after every Wait step. A patient who has left the segment by then receives nothing further.
See Building a Campaign for the details of each part.
Which contact details are used
- Email goes to the patient's highest-priority email address (see ranking below). If the patient has no email address, it can go to a linked contact person's email instead.
- SMS goes to the patient's highest-priority phone number (see ranking below). Patients don't need an email address on file to receive texts. A patient with no eligible phone number is skipped for that step, and the Logs show "SMS skipped — no eligible phone number on file."
Patients who have opted out of email are skipped for email steps.
Contact point ranking
Each email address or phone number on a patient record (a "contact point") can have a rank from 1 to 99, where 1 is the most preferred.
The Max Telecom Rank organization setting limits which email addresses and phone numbers campaigns can use. Only contact points ranked at or below that number are considered, and contact points with no rank are always eligible. For example, with Max Telecom Rank = 2, a patient's primary email or mobile number (rank 1) is used and an old address or number (rank 3) is never used.
Appointment reminders are separate
Appointment reminders are a built-in feature with their own settings. You don't need to build a campaign for them. See Appointment Reminders.