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PatientNow Essentials/EnvisionNow: Concierge - Creating Multiple Pathways

Creating Multiple Pathways

With the introduction of the “Service Type” field in Create Pathway, you can now establish and utilize multiple active pathways, targeting clients based on their treatment or service preferences. This list is populated with the Service Types created in Inventory Options. Maintaining a consistent service type alignment from Pathway to Service to Client is crucial to ensure that your clients receive targeted marketing drip campaigns effectively.

You will create the service types that you wish to use to target the different segments of your client base. Then you will assign this service type to the Service, the Pathway and the Client.

The 3 places that Service Type is set to make this connection are:

  • Add/Edit a Service

  • Create Pathway

  • Edit Client

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Set up Service Types

1. Navigate to Inventory > Inventory Options > Service Types.
2. Click Add a New Type
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3. Enter the name of the Service Type and click Save. For example, for Botox Injections enter “Botox”.
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Assign a Service Type to a Service

1. Navigate to Inventory > Service List. Select Add a New Service or Edit Selected Service.

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2. Assign the appropriate Service Type to the Service that will be used to book appointments related to the Pathway being created.


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​ Pro Tip: If you provide Consultations and Appointments for this Service Type, create a separate Consultation Service and Appointment Service assigning the Service Type to each. Remember to check the “Consultation” check box on the Consultation Service.
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​Assign a Service Type to a Pathway
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1. Navigate to Marketing > Concierge > Concierge Automation
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2. Click Create Pathway.
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3. Enter the Pathway Name, Description and select the Service Type, then Save. The Service Type list displayed here is the same list of Service Types created in Inventory > Inventory Options > Service Types.

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Assign a Service Type to a Client

1. Navigate to Clients > Client List > Add/Edit Client > General Tab > Concierge.
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2. Click the dropdown for Service Type and select the same Service Type from the dropdown that matches the service type on the pathway you want to assign to the client.


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Pro Tip: The Service Type list on the Concierge tab in Edit Client will only display service types that are assigned to active pathways.
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3. Click the dropdown for Pathway Start Status and select the Stage where you want the client to begin on the pathway.
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4. The Current Step will default to the first step of the stage selected for the client to begin on the pathway. You may click on the dropdown to select a different step if desired.
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5. Click Add Pathway to assign the client to the pathway.
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6. Additional pathways may be added to the client by completing the dropdowns and clicking Add Pathway. Note that a pathway may only be assigned to the client once.
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7. If a pathway is assigned to a client in error or circumstances change and you wish to remove the client from a pathway, simply click the Remove button. A pop-up message will ask you to confirm you wish to remove the pathway.
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Additional Stages

1. Additional stages are available for selection when creating a pathway. Navigate to Marketing > Concierge > Concierge Automation and click View on an active pathway. You will see the following window. Click Add Stage.
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2. Select the dropdown for Type.
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3. In this dropdown, you will find all the additional stages needed to complete a client’s care journey:

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Each of these can be added to the pathway as distinct stages with specific steps designed to engage or re-engage clients, fostering stronger relationships and increasing revenue. Select the desired stage you wish to add to your pathway.

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4. Click Add Stage. Add any Steps to the Stage needed to build out the drip campaign (see the Template Pathway for ideas) and then repeat this process for each Stage.
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Additional Features

Merge Tags

On the Send a Text Step, there is now a “Merge Tags” dropdown available that includes the four most used merge tags: First Name, Last Name, Company Name and Employee Name. To utilize this feature:

  1. Navigate to Marketing > Concierge > Concierge Automation > a Pathway > a Stage > and either click Add a Step and select “Send a Text” OR select a “Send a Text” step that already exists and click Edit.

  2. Just above the SMS Text field on the right, click the “Add Merge Tag” dropdown.

  3. Select the desired merge tag by clicking on it. The merge tag will be placed wherever the mouse is located within the SMS Text field. Note that this dropdown of merge tags is only available for the SMS Text field on the Step.

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Concierge Automation – New Tabs

With the ability to have multiple pathways, inactive pathways and archived pathways, we have added two more tabs to the Concierge Automation page to help sort through the various pathways you may create over time.

There are three tabs:

  • All Pathways – This tab includes Active, Inactive and Archived pathways. Active pathways will always display at the top of the list in alphabetical order.

  • Active – This tab only displays the Active pathways, in alphabetical order.

  • Archived – This tab only displays the inactive pathways that have been archived.

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