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📱 SMS Automation

A complete post-visit SMS sequence — triggered automatically, runs itself.

Patient checks in. Spokk's automation takes over. Feedback request at 2 hours. Reminder at 24 hours if they didn't respond. Review nudge at 3 days. Referral message at 20 days. Each step checks whether the previous actions happened and skips what's already been done. Nobody on your team does anything.

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No credit card required · 150 SMS included in trial · Activates in minutes

98%

of SMS messages are opened — vs 20% for email

source
45%

SMS response rate vs 6% for email campaigns

source
47%

of patients most likely to provide feedback within a day of their visit

source
40%

fewer no-shows for practices using SMS appointment communication

source

The default dental automation sequence

This is what runs out-of-the-box. Every timing and message is editable. Every step can be toggled on or off.

Feedback Request2 hours after check-in

Sends the patient their personalized feedback link. The link opens a mobile-optimized form with star ratings, written comment box, services selection, and staff ratings.

Default SMS template:

"Hi {{name}}, thanks for visiting {{company}}! We'd love your feedback: {{link}}"

Feedback Reminder24 hours after check-in

A gentle follow-up for patients who received the feedback SMS but didn't submit. Uses the same personalized link.

Default SMS template:

"Hi {{name}}, just a reminder — we'd love your feedback: {{link}}"

↳

Automatically skipped if the patient already submitted feedback.

Google Review Reminder3 days after check-in

Sends the direct Google review link to patients who submitted feedback but didn't click the review button. Gets the review request in front of them at a second touch point.

Default SMS template:

"Hi {{name}}, we'd appreciate a Google review: {{link}}"

↳

Automatically skipped if the patient already clicked the Google review link, or if they never submitted feedback.

Referral Request20 days after check-in

Sends the patient's unique referral link — the same one that tracks new patient introductions and triggers rewards. Times out 20 days post-visit when the positive experience is still fresh but enough time has passed to feel natural.

Default SMS template:

"Hi {{name}}, know someone who'd love {{company}}? Share your referral: {{link}}"

↳

Automatically skipped for opted-out contacts.

The part that makes it not annoying: smart skip logic.

Blasting every patient with every scheduled message regardless of what they've already done is how you get opt-outs and brand damage. Spokk tracks what each patient has actually done and skips messages that are no longer relevant.

✅

Patient submits feedback within 2 hours

24-hour feedback reminder is automatically skipped. They responded — no need to remind them.

✅

Patient submits feedback AND clicks the Google review link

3-day review reminder is automatically skipped. They already clicked. No need to ask again.

⏭️

Patient didn't submit feedback at all

Review reminder is skipped (can't send them to Google if they haven't given feedback). Referral still runs at 20 days.

🛑

Patient replies STOP to any message

Contact is marked as opted out. All remaining automation steps for this contact are permanently skipped.

⏱️

Patient is a frequent visitor (e.g. cleaning every 3 months)

Cooldown protection prevents re-triggering the sequence too soon. You set the cooldown period — no patient gets over-messaged.

The result: every patient gets exactly what's relevant to them at exactly the right moment. Patients who engage early get fewer messages. Patients who don't engage get the full nudge sequence. This distinction alone makes a significant difference to opt-out rates and the overall feel of your practice's communication.

Why SMS and not email?

Email works. But for post-visit patient communication in dentistry, SMS is categorically better at every metric that matters.

Metric
SMS
Email
Open rate
~98%source
~20%source
Response rate
~45%source
~6%
Average time to read
~3 minutes
~48–72 hours
Works without internet
✓ Yes
✗ Requires app
Ends up in spam/promotions
Rare
Common
Best for feedback timing
✓ Same-day requests
Better for longer content

Dental patients are checking their messages constantly. A text arrives, they see it, they tap the link while sitting in their car. A feedback form that arrives via SMS while the experience is still fresh gets dramatically higher completion rates than one that arrives by email 3 days later when the visit is a vague memory.

What about email-only practices?

Spokk supports multi-channel steps. If you have patients with email but no phone number, you can add email channels to individual automation steps. The default sequence is SMS-first, but email-only contacts are handled gracefully — the step checks for a phone number and uses email as a fallback if configured.

The defaults work. But everything is yours to change.

The out-of-the-box automation runs immediately for most dental practices. But if you want to tune it — different timing, different tone, specific message for a specific procedure — the flow builder gives you full control.

⏰

Adjust the timing

Change the feedback request to 4 hours instead of 2. Move the review reminder to 5 days. Adjust the referral to 30 days. Every delay is configurable in hours or days.

✍️

Rewrite any template

The default messages are professional and effective, but your practice has its own voice. Rewrite any template entirely. Use {{name}}, {{company}}, and {{link}} as dynamic variables.

🔧

Toggle individual steps on or off

Don't want to send a referral message? Toggle it off. Only want feedback and review steps? Done. Each step is independently enabled or disabled.

➕

Add custom steps

Add steps that aren't in the default sequence — a post-procedure care reminder at 6 hours, a re-engagement message at 90 days, a check-in about recovery after a crown. Any message, any timing.

📍

Per-location configuration

Different locations can use the same flow or different ones. A multi-site group practice can give each location its own timing, templates, and step configuration.

⏱️

Feedback cooldown

Set how many days must pass before a patient re-enters the automation sequence. Prevents over-messaging frequent visitors like patients on quarterly hygiene appointments.

How does the automation actually start?

The sequence triggers on patient check-in. There are three ways to trigger it.

📲

QR code check-in at the front desk

Most common

A QR code poster at your reception desk. Patient scans, taps confirm, and the sequence starts. Works on any smartphone. No app required. Takes 10 seconds. This is how most dental practices set it up.

Generate your QR code in Spokk in under 2 minutes — download, print, and mount. One QR code per location. The check-in logs the patient's visit, starts the automation, and (if loyalty is enabled) increments their visit count.

🖥️

Dashboard manual trigger

Trigger the automation manually for a specific patient from the Spokk dashboard. Useful for one-off situations, follow-up appointments, or patients who missed the QR check-in.

🔗

API / PMS integration

Connect Spokk to your Practice Management System via the REST API. When an appointment is marked as completed in your PMS, Spokk picks it up and fires the sequence automatically. Eliminates the need for the front desk to do anything.

API keys are available on all Spokk plans. Documentation is available for technical integrations.

What the check-in also does

Every QR check-in does three things simultaneously: (1) starts the automation sequence, (2) increments the patient's loyalty visit count and checks for milestone rewards, and (3) logs the visit to the patient's contact record. One scan, three systems updated, zero manual work.

Frequently asked questions about Spokk SMS automation for dental practices

What SMS messages does Spokk send automatically for dental practices?+
The default automation sequence sends: (1) a feedback request 2 hours after check-in, with a personalized link to rate their experience; (2) a feedback reminder 24 hours after check-in if they haven't submitted feedback yet; (3) a Google review reminder 3 days after check-in if feedback was submitted but the review link wasn't clicked; and (4) a referral request 20 days after check-in. Every step is customizable — you can change the timing, the message, and which steps are enabled.
How does Spokk know when to skip a message?+
Spokk has smart skip logic built into every step. The feedback reminder is automatically skipped if the patient already submitted feedback. The review reminder is skipped if the patient already clicked the review link. The referral step checks opt-out status. No patient gets a message they've already acted on, and no patient who opted out of communications gets anything.
How is the automation triggered for dental patients?+
The automation triggers on patient check-in. Check-in happens via QR code scan at the front desk or reception area — the patient scans, confirms their visit, and the sequence starts automatically. You can also trigger it manually from the dashboard or via API if you want to connect it to your PMS.
Can I customize the SMS messages?+
Yes. Every message template is fully editable. You can change the wording, adjust the delay timing (e.g. send feedback at 4h instead of 2h), and enable or disable individual steps. Templates support dynamic variables: {{name}} inserts the patient's name, {{company}} inserts your practice name, and {{link}} inserts the relevant URL.
What if a patient doesn't want to receive automated messages?+
Patients can opt out by replying STOP to any message. Opted-out contacts are never messaged again — all future automation steps are automatically skipped for them. Opt-out is recorded at the contact level in Spokk.
Does Spokk automation work for multi-location dental practices?+
Yes. Each location can have its own automation configuration, or they can all share the same flow. Check-in at a specific location is tracked, and the feedback link routes to that location's form.
Can I add extra steps beyond the default sequence?+
Yes. The Spokk flow builder lets you add custom SMS steps with your own message and timing. For example, you could add a post-treatment care tip at 4 hours, a follow-up check-in for specific procedures at 1 week, or a re-engagement message at 6 months for patients approaching their recall window.
Is the SMS number a dedicated number for my practice?+
For US and Canadian practices, Spokk provisions a dedicated toll-free SMS number for your practice on paid plans. During the 14-day free trial, messages come from a shared Spokk number. International practices can use their own Twilio credentials (BYOT).
How does SMS automation connect to the loyalty and referral programs?+
They all share the same automation backbone. The loyalty milestone SMS is triggered separately when a patient hits a reward milestone. The referral SMS in the sequence uses the patient's unique referral link. All messages are tracked in Spokk and tied to the same contact record.
What is the feedback cooldown and how does it work?+
The feedback cooldown prevents your automation from triggering too soon after a recent message was sent. You set the number of days in your automation settings — for example, if you set 30 days, a patient who checked in and received the sequence won't be triggered again for 30 days. This prevents over-messaging frequent visitors.
Can I see logs of what messages were sent to each patient?+
Yes. Your Spokk dashboard shows automation activity for each contact — which steps were sent, when, what was skipped and why, and whether the patient clicked any links. The automation logs are detailed and per-run.

More for dental practices

Spokk for Dental Clinics

The full platform overview — every feature for your practice.

Dental Patient Loyalty Program

QR check-in, visit milestones, and automatic SMS rewards.

Get More Google Reviews

AI-generated review drafts from patient feedback.

Patient Feedback Collection

Collect honest patient feedback and act on it fast.

Dental Patient Referral Program

Turn happy patients into your best acquisition channel.

Staff Performance Tracking

Per-staff ratings from real patient feedback.

Starter

For solo operators & small teams

$49/month

Billed $588/year

250 customers / month

Unlimited SMS included

  • 250 customers / month
  • 1 manager + 1 staff member
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

Growth

For growing businesses & teams

$82/month

Billed $984/year

500 customers / month

Unlimited SMS included

  • 500 customers / month
  • 2 managers + 2 staff members
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

Pro

For high-volume businesses

$166/month

Billed $1992/year

1,500 customers / month

Unlimited SMS included

  • 1,500 customers / month
  • 3 managers + 5 staff members
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

All plans include a 14-day free trial. No charge until your trial ends. Questions?