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📱 SMS Automation

A complete post-visit SMS sequence. Discreet, automatic, runs itself.

Spokk sends the right message at the right time after every patient visit. Feedback at 2 hours, a review nudge at 3 days, a referral at 20 days, and a re-engagement message at whatever interval you choose. Smart skip logic means patients only receive messages that are relevant to where they are in the sequence.

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All features included · Set up in minutes · Fully customisable messaging

98%

of SMS messages are opened, compared to 20% for email

source
38%

reduction in no-shows when healthcare clinics use automated SMS reminders

source
90 sec

median time between receiving an SMS and reading it

source
3-12mo

CDC-recommended testing interval for sexually active adults, making re-engagement essential

source

The post-visit window is short. SMS is the only channel that catches it.

Wait, hear me out on this. The moment right after a patient leaves your clinic is the highest-value moment you have access to for the entire patient relationship. The experience is fresh. Emotions are settled. They feel good about being proactive about their health. That's exactly when you want to be in their phone.

Email doesn't work here. 98% of SMS messages are opened versus about 20% for email. And in a sensitive healthcare context, a discreet SMS from a name they recognise lands completely differently from a marketing email that might be seen by anyone glancing at their inbox.

That 2-hour window after the visit is when feedback response rates are highest, when the experience is still clear enough in their mind to write something meaningful. The 3-day window is when they've had time to process the experience and would be most receptive to leaving a Google review. The 20-day window is when the experience is still positive but long enough ago that a referral message feels natural rather than pushy.

Spokk runs all of this automatically. You set it up once. It handles the rest.

The complete post-visit sequence

From check-in to re-engagement, every touchpoint is automated and discreet.

01
💬2 hours post-visit

Feedback request SMS

A private personal link to rate their experience. Fully secure, verified per patient. The message is in your voice and uses your clinic name. Nothing in the message or the link identifies the service type.

02
🔔24 hours post-visit

Feedback reminder

Automatically skipped if the patient already submitted feedback. Sent only if they received the first message but didn't tap it. One gentle follow-up, nothing more.

03
⭐3 days post-visit

Google review nudge

Skipped if the patient already clicked the review link or if feedback wasn't submitted. For patients who gave positive feedback, a short message invites them to share their experience on Google. The AI-drafted review is ready for them to copy in one tap.

04
🎁20 days post-visit

Referral request

The patient's unique referral link arrives at the moment they're most likely to act on it. Close enough to the visit that the experience is still positive, far enough that the message feels natural. Fully customisable copy and timing.

05
🔄Your chosen interval (e.g. 6 months)

Custom re-engagement step

Add your own step at any delay. A discreet booking link sent 3, 6, or 12 months after their last visit is the nudge that converts 'I really should go back' into a confirmed appointment.

Customisable step

How to trigger the sequence. Pick the method that fits your clinic.

The automation starts when a patient visit is logged. There are five ways to do that, and you can use any combination of them in the same clinic.

📲

QR code check-in

Print and display the QR code at reception. Patient scans it when they arrive. Takes 5 seconds, requires no app, and triggers the full sequence automatically. Also logs a loyalty visit if you use that feature.

🔌

REST API

Connect your practice management software or booking system via Spokk's API. When an appointment is marked completed in your system, Spokk starts the sequence automatically. No manual steps required.

⚡

Zapier or Pabbly

No-code connection to Jane App, Acuity Scheduling, Calendly, Mindbody, and thousands of other tools. If your software supports Zapier, you can connect it to Spokk in under 10 minutes without writing any code.

📋

Staff manual entry

Staff log a visit manually via the Spokk staff portal. Useful for walk-in patients, phone bookings, or patients who skip the QR scan. Takes under 30 seconds.

🔗

HubSpot integration

Connect your HubSpot CRM. Contact moved to a specific stage, new contact created, or contact updated can trigger the sequence. Configurable per your workflow.

Smart skip logic. Patients only get messages that are actually relevant to them.

Let me explain what I mean by smart skip logic because it matters a lot in this context. The goal is not to send every message in the sequence to every patient. The goal is to send the right message at the right time based on what the patient has already done.

Skip conditions for each step

24h reminderPatient already submitted feedbackThey responded. No need to nudge them again.
3-day review nudgePatient clicked the review link OR did not submit feedbackClicking the link means they already engaged. No feedback means there's no review draft to offer.
20-day referralPatient has opted out of communicationsOpted-out contacts receive no further messages in the sequence.
Any stepWithin the feedback cooldown windowPrevents over-messaging patients who visit frequently.

This matters because patients who feel over-messaged opt out. Patients who get one or two relevant, well-timed messages are far more likely to stay engaged and come back. In a sensitive healthcare context, messaging discipline is especially important.

The re-engagement step. The most underused tool in sexual health clinic retention.

The CDC recommends sexually active adults get tested every 3 to 12 months depending on their situation. That is a very clear opportunity for a regular, recurring patient relationship. But most patients only return when they are actively concerned about something. The proactive, responsible ones drift away because nothing reminds them to come back.

A single discreet SMS at the 6-month mark saying “Hi [name], it's been a while since your last visit. Book here: [link]” converts a meaningful percentage of those lapsed patients back into active ones. You add this step to your flow once. It runs automatically for every patient forever.

How to add the re-engagement step

  1. 1. Open your automation flow in Spokk
  2. 2. Click “Add step”
  3. 3. Choose “Send custom SMS”
  4. 4. Set the delay to 180 days (or whichever interval fits your clinic)
  5. 5. Write your message. Something like: “Hi {{ name }}, it's been a while since your last visit at [Clinic Name]. We'd love to see you again. Book here: {{ link }}”
  6. 6. Save. Done. Runs for every patient automatically from now on.

The full automation sequence, including re-engagement, is also available in the Spokk automation product page. And if you want the referral program details, that's a separate page too.

Frequently asked questions about SMS automation for sexual health clinics

What SMS messages does Spokk send automatically for sexual health clinics?+
The default automation sequence sends: (1) a feedback request 2 hours after check-in, with a private personal link; (2) a feedback reminder 24 hours later if feedback hasn't been submitted yet; (3) a Google review nudge 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. You can also add a custom re-engagement step at any interval, such as 6 months, to bring back lapsed patients. Every step is customisable in timing and message content.
How does Spokk know when to skip a message?+
Spokk has smart skip logic built into every step. The 24-hour feedback reminder is skipped if the patient already submitted feedback. The review nudge is skipped if the patient already clicked the review link or if they did not submit feedback. The referral step checks opt-out status. No patient receives a message they have already acted on.
How is the automation triggered for patients at a sexual health clinic?+
The automation triggers on patient check-in. Check-in options include: QR code scan at reception (patient scans a printed code, takes 5 seconds), staff manual entry via the Spokk dashboard (for walk-ins or patients who don't scan), REST API call from your booking software, or via Zapier or Pabbly connected to apps like Jane App, Acuity Scheduling, or any practice management tool.
Can I customise the SMS messages to match my clinic's tone?+
Yes. Every message template is fully editable. You control the wording for every step, the sender name displayed, and the delay timing. Template variables like {{name}} and {{link}} are available. Nothing in the default messages or the customised messages needs to identify the type of services your clinic provides.
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 for that contact are automatically skipped. Opt-out is recorded at the contact level in Spokk and is fully TCPA/CTIA compliant.
Can I add a re-engagement step for patients who have not visited in 6 months?+
Yes. The flow builder lets you add custom SMS steps at any delay from check-in. Add a step at 180 days with a message like 'Hi [name], it has been a while since your last visit. Book your check-up here: [link].' This runs automatically for every patient who hits that interval without a return visit.
Does the SMS come from my clinic's number?+
For US and Canadian clinics, 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 clinics can use their own Twilio credentials.
Can I connect Spokk to Jane App, Acuity Scheduling, or my booking software?+
Yes. Spokk connects to booking software via its REST API, Zapier, or Pabbly. If your software supports webhooks or Zapier integrations (Jane App, Acuity Scheduling, Calendly, Mindbody, and most modern tools do), you can connect to Spokk without writing any code. The connection triggers the automation sequence when a patient appointment is marked as completed.
How does SMS automation connect to the loyalty and referral programs?+
They share the same automation backbone. When a patient checks in via QR code, that check-in logs a loyalty visit and starts the automation sequence simultaneously. The loyalty milestone SMS is triggered separately when a patient hits a reward threshold. The referral SMS in the sequence uses the patient's unique referral link automatically.
Can I see what messages were sent to each patient and when?+
Yes. Your Spokk dashboard shows automation activity per contact, including which steps were sent, when, what was skipped and why, and whether the patient clicked any links. Logs are detailed and per-run.
What is the feedback cooldown and why does it matter for sexual health clinics?+
The feedback cooldown prevents the automation from triggering again too soon for patients who visit frequently. You set the cooldown period in your settings (e.g., 30 days). A patient who already completed the sequence in the past 30 days won't be triggered again until that window passes. This prevents over-messaging for patients who visit regularly for follow-ups.

More for sexual health clinics

Spokk for Sexual Health Clinics

The full platform overview for your clinic.

Get More Google Reviews

AI-generated review drafts from patient feedback.

Patient Feedback Collection

Private feedback that never goes public.

Patient Loyalty Program

QR check-in, visit milestones, SMS rewards.

Referral Program

Turn trusted patients into your best growth 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?