Send marketing campaigns

Marketing is where you build and send campaign emails — a newsletter, a recall reminder, a re-engagement email to lapsed patients — to a chosen group of people, with unsubscribe, consent and safe-sending handled for you.

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What you’re looking at

Five tabs: New campaign sits at the top of the Campaigns tab. Every campaign carries a status: Draft, Scheduled, Sending, Sent, Paused, Cancelled or Failed — a paused campaign always names why (for example, a bounce or complaint rate that tripped a safety pause), so Paused is never a mystery. This page keeps itself up to date. While a campaign is scheduled, sending or paused, its status and its figures move on their own — including a campaign somebody else started, and a safety pause nobody chose. You do not need to reload to see a send progress, and you will not miss a pause because you were looking at the screen when it happened.

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Understand who you can email

Before anything else, Marketing asks who this campaign is for, because a hospital’s marketing rules are not the same as an ordinary business’s. There are three audiences, and the product treats them differently on purpose: Pick the audience when you start a campaign, and it cannot be changed once the campaign has sent — it is part of the record of what you sent and why. Choosing Patients — authorized marketing without confirming the authorization blocks sending until you check the box confirming a signed form is on file for everyone in the audience. Open tracking (whether the product records that someone opened your email) defaults off for both patient audiences and on for leads — because whether a patient opened an email is itself the kind of thing a hospital should not collect without thinking about it first. Click tracking always stays on for every audience, since a click is something someone chose to do. No campaign is ever sent to someone who has unsubscribed or asked not to be contacted, regardless of which audience or segment you choose.

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Build a segment

If a condition cannot be evaluated by the sending system, you are told so directly rather than being shown a narrower count than what would actually be emailed — a segment that cannot be fully applied will not silently send to more people than the count on screen.

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Create and send a campaign

The composer is a checklist. Each section shows a green check once it is complete, or exactly what is missing — and the Send action only lights up once every row is green. Before Send unlocks, the checklist also runs a set of pre-send checks: an Unsubscribe link present in the email, a Spam score, that every Link in the email resolves and uses a secure address, that every Merge tag (like a first name) will actually fill in for the audience, a required Test send to your own address, a check of Volume vs sending history (a brand-new hospital workspace cannot blast its whole list on day one), and confirmation that Automatic safety pause is armed. Every row explains itself and tells you how to fix it if it is not green yet.

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Templates

Starter templates are ready to use and never count against your plan — duplicate one and edit it. Your own saved designs sit alongside them, with a running count like 3 of 5 saved. At your plan’s limit, saving offers to replace an existing template rather than leaving you stuck.

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Automations (Journeys)

A journey is a sequence that runs on its own once activated — an email, then a wait, then another email, optionally branching on what a contact does. From the Journeys tab you can see each one’s live enrollment count, and Activate or pause it; a confirmation names exactly what activating it does before it starts. Someone who unsubscribes exits every journey they are in immediately, and a contact in several journeys at once still never receives more than the same overall sending limit applied to campaigns.

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Read your results

Analytics, and each campaign’s own report, lead with Opened (filtered) and Clicked (filtered) — filtered out are opens caused by email apps automatically pre-loading images, and clicks from automated security scanners, neither of which reflect a real person. A Show raw numbers toggle reveals the unfiltered totals beside them, labeled honestly rather than presented as if they were the same thing. Reports also show unsubscribes, and — because the point of a campaign is what it leads to, not just who opened it — how many recipients went on to book an appointment.

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What each plan includes

Contacts are never limited or charged for on any plan — your patient panel should be free to grow. Unused sends roll into next month, up to your plan’s own monthly amount, so a quiet month does not cost you the next one.

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Who can do this

Writing a campaign and sending it are deliberately separate permissions — drafting is cheap and reversible, and firing a campaign at your whole patient list is not, so the product does not conflate the two. See Staff permissions.

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Check it worked

• A sent campaign moves from Scheduled/Sending to Sent in the Campaigns list, on its own, without reloading the page.
• Its report starts filling in with delivered, opened and clicked figures shortly after.
• A test send you asked for arrives at your own address, rendered exactly as the real campaign will look.

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Common issues

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FAQ