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📱 SMS Automation

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

Patient checks in. Sequence starts. Feedback, review, re-engagement, referral — all timed, personalised, and sent without you thinking about it. And if a patient drops off between sessions, Spokk notices before you do.

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38%

fewer missed appointments when automated SMS reminders are used in healthcare

source
40–70%

of physiotherapy patients drop out before completing their treatment plan

source
98%

SMS open rate — vs 20% for email. Your message gets read.

source
90s

average time for a patient to complete the feedback-to-review flow with Spokk

source

Why SMS — not email — for physiotherapy follow-up

Most practice management software sends follow-up emails. Most patients never open them. Here's why the channel matters as much as the message for post-session outreach.

Email
SMS (Spokk)
Open rate
~20%
~98%
Time to open
90 minutes average
Under 3 minutes
Response rate
6%
45%
Where patients see it
Inbox (buried with newsletters)
Lock screen notification
Works without an app
Yes
Yes
Feels personal
Often looks automated
Reads like a message from a person
Friction to act
Click → browser → load page
Tap link in message

For physiotherapy specifically: a feedback request that arrives 2 hours after a session — when the experience is still fresh and the patient is likely resting at home — has a fundamentally different conversion rate than an email that arrives in an inbox they check twice a day. The channel is part of the strategy.

One QR scan triggers everything

The automation sequence starts at check-in. When a patient scans your QR code at reception, Spokk does several things simultaneously — not just logging a visit.

📋

Visit is logged

Check-in recorded with patient name, date, location, and treating therapist. Loyalty visit count increments automatically.

⏱️

Automation sequence starts

The SMS sequence clock starts. Step 1 (feedback SMS) is scheduled for 2 hours out. All subsequent steps queue behind it.

🔗

Verified feedback link is created

A unique, single-use feedback link is generated for this specific session. It expires after use so each check-in gets its own response.

🏆

Loyalty milestone checked

If the patient has hit a milestone (e.g. their 5th visit), a reward SMS is queued for dispatch at the configured time.

🧑‍⚕️

Therapist attribution noted

The session is linked to the treating therapist so all feedback from this visit lands in their performance data.

📊

Dashboard updated in real time

Check-in appears immediately in your Spokk dashboard. You can see who checked in today, across all locations, in real time.

Three ways to trigger the automation

Recommended

QR code scan at reception

Patient scans on arrival. Most consistent method. No staff action required.

Manual

Manual trigger from dashboard

Staff member marks a session as complete for a specific patient. Useful if QR code isn't practical for a specific session type.

Integration

API trigger

Your practice management software sends a webhook to Spokk when a session is marked complete. No manual action needed at all.

Smart skip logic: no patient gets a message they've already acted on

The automation sequence is smart about what it sends. Every step checks whether the patient has already taken the relevant action before firing. Patients who engage promptly aren't pestered. Patients who don't respond are followed up appropriately.

Step
Sends when
Skipped when
Feedback request
Always — 2h after check-in
Patient has opted out of SMS
Feedback reminder
Patient has not submitted feedback
Feedback already submitted
Google review nudge
Feedback submitted + high rating + review link not yet clicked
No feedback submitted, low rating, or review already clicked
Re-engagement SMS
No check-in within your configured window (e.g. 14 days)
Patient has an upcoming session booked
Referral request
Patient has reached session threshold or plan completion
Referral already sent to this patient

The default physiotherapy automation sequence

This is what runs out of the box. Every step is customisable — timing, message, on/off. Start with this and adjust from there.

📋
Feedback request2 hours after check-in

"Hi [Name], thanks for coming in today. How did your session go? Quick rating here: [link]"

The patient rates 1–5 stars and optionally writes a comment. If the rating is high, the AI drafts a Google review for the next step. If it's low, the feedback goes to your dashboard privately.

🔔
Feedback reminder24 hours after check-in

"Hi [Name], just a quick reminder — we'd love to know how yesterday's session went: [link]"

Sent if the patient hasn't responded to the first message. Catches people who meant to respond but forgot.

✓Skipped if patient already submitted feedback
⭐
Google review nudge3 days after check-in

"[Name], we're so glad to hear your session went well! Would you be willing to share your experience on Google? It really helps others find us: [review_link]"

Sent with the AI-drafted review link. Patient clicks, sees their draft pre-filled in the Google review box, taps post.

✓Skipped if patient did not submit feedback or already clicked review link
📅
Re-engagement nudgeConfigurable (e.g. 14 days since last session)

"Hi [Name], it's been a couple of weeks — how's the [condition] feeling? When you're ready for your next session: [booking_link]"

This step is what separates Spokk from a basic review tool. It fires when a patient hasn't checked in within your configured window — the exact scenario where dropout starts.

✓Skipped if patient has an upcoming appointment already booked
🔗
Referral requestAfter session count threshold or plan completion

"[Name], we're really glad you're feeling better. If you know anyone who could benefit, share your personal code and they'll get [reward] off their first session: [referral_code]"

Sent to patients who have completed treatment or hit a session milestone. The patient who just recovered from a knee injury and got back to running has a powerful story to share — and Spokk gives them the mechanism to do it.

✓Skipped if patient has already shared a referral

Custom steps physio practices actually add

The Spokk flow builder lets you add any SMS step with your own timing and copy. Here are the most common additions physiotherapy clinics build beyond the default sequence.

🧊

Post-session care tip (4 hours)

For acute patients or sessions involving hands-on treatment: "A reminder — if there's any soreness after today, ice for 15 minutes every 2 hours is your friend. See you next session." Simple. Useful. Reinforces the patient relationship.

🏋️

Home exercise reminder (48 hours)

Compliance with home exercises is one of the biggest predictors of physiotherapy outcomes. A gentle 48-hour reminder — "Just checking you're getting those exercises in! [Link to your exercise sheet]" — significantly improves follow-through.

📆

Maintenance window reminder (3–6 months)

For discharged patients who were advised to return periodically: a 3 or 6-month nudge. "It's been 3 months since we last saw you — a maintenance session is great timing if you're back to full activity." Captures the revenue that otherwise falls silent.

🏆

Treatment plan completion congratulation

When a patient completes their full plan, send something that acknowledges it: 'Congratulations on completing your treatment plan — you've done the hard work and it shows. Here's your discharge summary and home program: [link].' This is also when to send the referral request.

Frequently asked questions

What SMS messages does Spokk send automatically for physiotherapy practices?+
The default automation sequence sends: (1) a feedback request 2 hours after check-in, with a personalised link to rate their session; (2) a feedback reminder 24 hours later if they haven't responded; (3) a Google review nudge 3 days after check-in if feedback was submitted but the review link wasn't clicked; (4) a re-engagement message if the patient hasn't booked their next session within your configured window; and (5) a referral request after a configurable number of sessions or plan completion. Every step is customisable — timing, copy, and which steps are active.
How does Spokk know when to skip a message?+
Smart skip logic is built into every step. The feedback reminder is skipped if the patient already submitted feedback. The review nudge is skipped if they already clicked the review link. The re-engagement message is skipped if they've already booked their next session. Patients who've opted out of SMS never receive any messages. No patient gets a message they've already acted on.
How is the automation triggered for physiotherapy patients?+
The automation triggers on patient check-in. Check-in happens via QR code scan at the 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 practice management software.
Can I add a re-engagement message for patients who stop booking?+
Yes — this is one of the most valuable steps for physiotherapy practices specifically. You can add a custom SMS step that fires if a patient hasn't checked in within a set number of days (for example, 14 or 21 days since their last session). The message can be a warm check-in: 'Hi [Name], it's been a couple of weeks — how's the knee feeling? Book your next session when you're ready: [link]'
Can I customise the SMS messages for my physiotherapy practice?+
Yes. Every message template is fully editable. You can change the wording, adjust the delay timing, and enable or disable individual steps. Templates support dynamic variables: {{name}} inserts the patient's name, {{company}} inserts your clinic name, and {{link}} inserts the relevant URL.
What if a patient does not 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 physiotherapy 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 and Google profile.
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 physiotherapy practices, popular additions include: a post-treatment care tip at 4 hours (e.g. ice/heat guidance), a home exercise reminder at 48 hours, a check-in for patients with chronic conditions at 6 weeks, and a re-engagement nudge at 3 months for patients approaching a maintenance window.
Is the SMS number a dedicated number for my clinic?+
For US and Canadian practices, Spokk provisions a dedicated toll-free SMS number for your clinic 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).
What is the feedback cooldown and how does it work for physio?+
The feedback cooldown prevents your automation from triggering too soon after a recent session message was sent. You set the number of days — for example, if you see patients twice a week, you might set a 3-day cooldown so they don't get a feedback request after every single session. Find the balance that keeps patients informed without over-messaging them.

More for physiotherapy practices

Spokk for Physiotherapy Clinics

The full platform overview.

Google Reviews

AI-generated review drafts from patient feedback.

Patient Feedback

Catch the silent dropout before they disappear.

Loyalty Program

QR check-in and automatic milestone rewards.

Referral Program

Turn happy patients into new patient pipelines.

Therapist Performance

Per-physio satisfaction scores and trend data.

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?