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📱 SMS Automation

Set up your post-visit SMS sequence once. It runs for every family. Forever.

The average pediatric practice sends a follow-up to maybe 10% of families because someone has to remember to do it. Spokk sends it to 100% because the machine does not forget. Family checks in, sequence starts, and your team never has to think about it again.

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

36%

reduction in patient no-shows with automated SMS reminders

source
98%

SMS open rate, compared to 20% for email

source
3 min

median time parents take to respond to an SMS versus 90 minutes for email

source
74%

of parents leave a review when asked — SMS is the most effective ask method

source

Why email campaigns do not work for pediatric post-visit follow-up

Hear me out. Email gets opened by maybe 20% of recipients, if they have not unsubscribed already. SMS gets read by 98% within 3 minutes. That is not a small difference, that is a different medium entirely.

Parents of young kids are on their phones constantly. Scheduling, reminders, school pickups, photos of the baby doing something cute. SMS lands in the same place they get texts from family. It feels personal, not like marketing. An email from your practice lands in a promotions tab next to a coupon for pizza delivery. An SMS sits in the same thread as messages from grandma.

Timing matters too. An SMS sent 2 hours post-visit catches parents while the experience is still fresh. The waiting room, the doctor, how their child handled the shot (or did not handle it, which is fine — we have all been there). An email sent 3 days later arrives when the visit is a faint memory they cannot quite reconstruct.

The pediatric relationship is also a long one. Families come in multiple times a year across many years, from the newborn visit to the 18-year well-child check. SMS keeps the relationship warm between visits in a way that feels natural, not clinical.

And look, the manual follow-up alternative is not really working. When following up requires a staff member to remember, find the contact, send a message, and track the response, it happens maybe 10% of the time. And only when someone is not slammed with check-ins or phone calls. Automation does not have bad days.

Metric
SMS
Email
Open rate
~98%
~20%
Average time to read
~3 minutes
~48-72 hours
Ends up in spam or promotions
Rare
Common
Feels personal
Yes
Depends on content
Works for same-day feedback requests
Ideal
Too slow

The default 4-step sequence — built for pediatric practices, fully customizable

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

Feedback SMS2 hours after check-in

The first message in the sequence. Two hours is the sweet spot for pediatric visits. The parent has had time to decompress from the visit — maybe picked up kids from school, started dinner — but the experience is still completely fresh. The feedback link opens a mobile-optimized form built for quick taps.

Default SMS template:

"Hey [Parent Name], thanks for bringing [Child] in today! How was your experience with us? [personalized link]"

▸

Why 2 hours: experience is fresh, parent is on their phone anyway, response rates are highest within the first few hours of a visit.

Feedback Reminder24 hours after check-in

A single gentle nudge for parents who received the first SMS but did not respond. One reminder, not a campaign. The same personalized link from step one.

Default SMS template:

"Hey [Parent Name], just a quick reminder — we would love your feedback on [Child]'s visit yesterday. [personalized link]"

↳

Automatically skipped if the parent already submitted feedback after the first SMS.

Google Review Reminder3 days after check-in

Sent only to parents who gave a positive rating and have not yet clicked the Google review link. By this point, Spokk has already used their feedback to draft a Google review in their own words. The link takes them straight to a pre-filled draft they can post in one tap.

Default SMS template:

"We're so glad [Child] had a great visit! Would you mind sharing your experience on Google? It really helps other families find us. [AI-drafted review link]"

↳

Skipped if the parent already clicked the Google review link. Also skipped if the parent submitted negative feedback, or if they never submitted feedback at all.

Referral SMS20 days after check-in

Sent 20 days after the visit. Far enough from the appointment that it does not feel like a marketing email attached to the visit, but close enough that the relationship is still warm. Each parent gets their own unique referral link that tracks new family introductions.

Default SMS template:

"Hey [Parent Name]! Do you know any other families looking for a great pediatrician? Share your unique referral link with them and you both get a reward: [referral link]"

▸

Why 20 days: close enough that they still think fondly of the visit, far enough that it feels like a natural check-in rather than a follow-up sequence.

↳

Automatically skipped for opted-out contacts.

Four ways to trigger the sequence — without changing how your practice operates

The sequence has to start somewhere. Spokk gives you four options depending on how your practice runs, ranging from zero staff involvement to full automation with your existing systems.

📲

QR code check-in at reception

Most common

A parent scans the QR code at reception when they arrive, taps confirm, and the sequence starts. No hardware needed. Print the QR code and tape it to the front desk. Works on any smartphone without an app.

QR codes are especially natural for well-child visits where the family is already stopping at reception. Generate your QR code in Spokk in under 2 minutes. One code per location. The check-in also increments the family loyalty visit count if loyalty is enabled.

🖥️

Staff manual entry from the dashboard

Staff log the visit through the Spokk dashboard. Takes about 15 seconds. Good for walk-ins, same-day sick visits, or any situation where the QR scan did not happen at reception.

🔗

API or Zapier integration

Connect Spokk to your practice management software (Jane App, Athenahealth, Practice Fusion, and others) and visits are logged automatically when an appointment is marked complete. Zero front desk involvement once configured.

API integration is the better choice for practices that want to eliminate manual steps entirely. API documentation is available on all Spokk plans. Zapier can connect most PMS platforms without any custom code.

🔵

HubSpot integration

If you use HubSpot as your CRM, contacts can trigger the Spokk automation directly. A HubSpot workflow fires when a contact property updates (for example, "last visit date"), and Spokk picks it up and starts the sequence.

Wait, which one should I use?

QR code check-in works for most pediatric practices and takes 5 minutes to set up. API integration is better for practices that want zero staff involvement and have a PMS that supports outbound webhooks. You can start with QR codes and add API integration later.

A quick word on SMS compliance — because it matters

Let me explain how Spokk handles this, because we know it comes up. We are not going to give you legal advice — that is your attorney's job — but here is what the platform does by default.

🛑

Opt-out is automatic and permanent

Every SMS sent through Spokk includes a STOP reply option. When a parent replies STOP, they are immediately removed from all future automation. This is handled at the platform level — you do not need to manage it manually. Compliant with TCPA, CTIA guidelines, and Twilio messaging policies.

✅

Opt-in happens at registration

Parents provide their phone number when they register with your practice. By providing their number for appointment and health communication, they consent to receive related messages. Your practice should confirm this in your patient intake forms — Spokk does not manage your intake process, but your registration workflow is where opt-in is established.

📋

Opt-out records are managed automatically

Spokk tracks opt-out status at the contact level. If a parent opts out, every future automation run for that contact is skipped. If they somehow re-opt-in later (for example, by texting START), the system reflects that. You do not need a spreadsheet.

📞

Dedicated toll-free number for US and Canada

Paid plans for US and Canadian practices get a dedicated toll-free number provisioned for your clinic. This improves deliverability and keeps your brand consistent. During the trial, a shared Spokk number is used.

🌍

International practices: bring your own Twilio

If your practice is outside the US and Canada, you connect your own Twilio account. Spokk routes messages through your credentials, giving you full control over your sender identity and compliance in your jurisdiction.

As always, consult your legal counsel for guidance specific to your practice and jurisdiction. The above describes how the Spokk platform operates, not legal advice.

You are not stuck with the default sequence

The defaults work well for most pediatric practices and run immediately without configuration. But if you want to tune the sequence to fit your practice, the flow builder gives you full control over everything.

⏰

Adjust message timing

Change the feedback request from 2 hours to 4 hours. Move the review reminder from 3 days to 5 days. Push the referral SMS to 30 days. Every delay is independently configurable in hours or days.

✍️

Rewrite any message template

The defaults are professional and tested, but your practice has its own tone. Rewrite any template entirely. Dynamic variables like [Parent Name], [Child], and [link] insert the right information for each family.

📊

Adjust the feedback rating threshold

Set the minimum rating required before a Google review prompt is shown. Default is 4 stars and above. You can raise or lower this depending on your comfort level.

➕

Add custom steps

Add a post-visit care tip at 6 hours. Add a seasonal wellness reminder at 2 months. Add a "time to book your annual well-child visit" message at 11 months. Any message, any timing.

🔧

Remove steps you do not want

Do not want to send a referral SMS? Toggle it off. Only want feedback and reviews? Done. Each step is independently enabled or disabled with no effect on the other steps.

⏱️

Set the feedback cooldown

Configure how many days must pass before a family re-enters the sequence. Useful for families with frequent visits — a sick child returning weekly should not get a new sequence every time they come in.

Where does the customization happen?

All of this is done in the Spokk Flow Builder, accessible from your dashboard. No code, no CSV exports, no tickets to support. Changes go live immediately and apply to all new automation runs from that point forward. Runs already in progress are not affected.

More for pediatric practices

⭐

Google Reviews for Pediatric Clinics

Automate review requests and turn parent feedback into ready-to-post Google reviews.

💬

Parent Feedback Collection

Private feedback from every family. Catch problems before they become 1-star reviews.

🏆

Family Loyalty Program

Track visits and reward families for consistent well-child care.

👩‍⚕️

Staff Performance Tracking

See which doctors and nurses parents love most. Backed by data, not guesswork.

🎥

Parent Testimonials

Video and text testimonials from happy parents for your website and social media.

🤝

Referral Program for Pediatric Clinics

Give parents their own referral link and reward them when they bring in new families.

Frequently asked questions about Spokk SMS automation for pediatric clinics

How does the SMS sequence get triggered for each patient?+
The sequence triggers on family check-in. The most common method is a QR code at reception — a parent scans it when they arrive, confirms the visit, and Spokk starts the sequence automatically. You can also trigger it manually from the Spokk dashboard, via API if your practice management software supports webhooks, or through the HubSpot integration if you use HubSpot as your CRM.
What happens if a parent opts out of SMS?+
If a parent replies STOP to any message, they are immediately marked as opted out. All remaining steps in their automation sequence are skipped permanently. Spokk handles STOP replies automatically — your team does not need to do anything. Opted-out contacts are never messaged again.
Can I customize the message timing and content?+
Yes, everything is editable. You can change the delay on any step (for example, move the feedback request from 2 hours to 4 hours), rewrite the SMS copy entirely, adjust the rating threshold that determines when Google review prompts are sent, add new steps, or remove steps you do not want. The default sequence runs immediately without any configuration, but the full flow builder is there when you want to tune it.
Does Spokk send SMS to every patient after every visit?+
Yes, for every check-in that triggers the automation. You can configure a feedback cooldown to prevent over-messaging families who visit frequently — for example, a 30-day cooldown means a family that just completed a sequence will not be triggered again for 30 days even if they come in for a follow-up appointment.
What is the dedicated toll-free number and do I need it?+
For US and Canadian practices on a paid plan, Spokk provisions a dedicated toll-free SMS number just for your practice. This means all your automated messages come from the same number every time, which improves trust and deliverability. During the 14-day free trial, messages come from a shared Spokk number. International practices can bring their own Twilio credentials.
Does Spokk work with Jane App, Athenahealth, or other pediatric practice software?+
Yes, via the Spokk REST API. If your practice management software can send a webhook or HTTP request when an appointment is marked complete, you can connect it to Spokk and trigger the sequence automatically without any front desk involvement. Direct integrations with specific PMS platforms are available via Zapier or custom API setup. HubSpot has a native integration.
Is there a risk of patients getting too many SMS messages?+
The smart-skip logic and cooldown protection are specifically designed to prevent over-messaging. A parent who responds quickly to the feedback SMS will not receive the reminder. A parent who clicks the Google review link will not get the review nudge. And a parent on a cooldown period will not re-enter the sequence too soon. In practice, engaged families receive fewer messages than disengaged ones, which is exactly how it should work.
How does the smart-skip logic work?+
Spokk tracks what each family has actually done after each message. If a parent submits feedback, the feedback reminder is automatically skipped. If they click the Google review link, the review reminder is skipped. If a parent never submitted feedback, the review reminder is also skipped (you only prompt for reviews from parents who gave positive feedback). Opted-out contacts skip everything. Each step checks the state of all prior steps before sending.
What is the difference between the feedback SMS and the review reminder?+
The feedback SMS goes to every family 2 hours after their visit and links to your private Spokk feedback form — this is internal, it doesn't go to Google. If the parent leaves a positive rating, Spokk's AI drafts a Google review in their words. The review reminder (sent at 3 days) nudges parents who gave positive feedback but haven't yet clicked the Google review link, prompting them to post the draft. The two steps are deliberately separate so you only send unhappy families to your private form, never to Google.
Can I add a well-child visit reminder to the sequence?+
Yes. The Spokk flow builder lets you add custom SMS steps with any message and any timing. You could add a step at 6 hours with post-visit care instructions, or a step at 11 months with a reminder to book the next annual well-child visit. Any message, any delay, fully editable.
How do I know if parents are responding to the SMS?+
Your Spokk dashboard shows automation activity for every contact — which steps were sent, which were skipped and why, whether the parent clicked any links, and whether feedback was submitted. You can drill into any individual contact to see the full timeline of their automation run.
What happens to the sequence if a parent returns for another visit before the sequence ends?+
If a parent returns before their current sequence completes and the cooldown period has not elapsed, the cooldown protection prevents a new sequence from starting. If the cooldown has elapsed, a new run starts fresh. You configure the cooldown period in your automation settings to match the typical visit cadence at your practice.

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?