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PatientNow Essentials/EnvisionNow: Concierge - Build a Pathway

Build a Pathway in Concierge

  1. Navigate to Marketing > Concierge.

  2. Click Create Pathway.

  3. Enter a Pathway Name.

    • Pathway names must be unique.

    • Description: This field is optional.

    • Default Provider: This field is populated from your employee list.

    • Default Coordinator: This field is also populated from your employee list.

  4. Click Create.

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Add a Stage to a Pathway in Concierge

After a Pathway has been created, the next step is to add any desired stages. Concierge’s first version comes with the Inquiry, Consultation, and Consultation Follow-up stages.

  1. Navigate to Marketing > Concierge > Select an active Pathway.

  2. Click Add Stage.

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3. Select a stage from the dropdown.
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4. Enter a description if desired and click Add.

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  • Note the cautionary message: This message is provided to let you know you must link your clients to the appropriate stage in the pathway. For example, if you want a client to start the pathway at the Inquiry stage, you will need to assign the Pathway Start Stage on the Client Record as “Inquiry”.

Add a Step to a Pathway in Concierge

  1. Navigate to Marketing > Concierge > a Pathway > and click View on a Stage.

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  • Notice you may edit any of the Stage information if desired.

  • You may also click Hide to hide the cautionary message about assigning the Pathway Start Stage for your clients. This message will reappear whenever a new pathway is created.
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2. Click + Add Step.

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3. Click the type of Step you wish to add to the Stage.

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Add a Manual Task

  1. Click Create a Manual Task.


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2. Provide a Task Name.

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  • This field is required.

  • Assign a logical name that will make sense later when a user is required to perform the task. For instance, if the task will be to make a phone call to reach out to a new inquiry, name the task “Inquiry Phone Call” or something similar.

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3. “Initiate a task in”

  • This field is asking, when do you want this task to occur?

  • There are two fields necessary to setting the timing of a task.

The first is the number of days, which can be from 0 to 365, and the second is what the number of days is based on, which is one of three options: after the previous step, after appointment, or before appointment.

  • For example, if a step should occur immediately, the number of days is 0 and we select “After previous step” (when there is no previous step, it will prompt the step to occur NOW). Or, if you want the step to occur 3 days before an appointment, the number of days is 3 and the selection is “Before appointment”


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4. Add a task description.

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  • Add any instructions needed to the task description.

  • These instructions will be view only when the user performs the task, but the user will be able to add additional comments to the description if desired.

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5. Attach a form.

  • If you have integrated with RxPhoto or UpdateMyRecords, you may access any forms from these applications and attach them to the step.

6. Upload a file

  • Click to browse your computer and select a maximum of five files to upload to the step.


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7. Assign a Category.

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  • There are five categories available in the dropdown to help track step activities: Administration, Clinical, Financial, Marketing and Scheduling.

  • This field is not required.

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8. Save the step.

  • When the step has been completed as desired, click Save Step.

  • The Save Step button will activate when the required fields have been completed.

  • The step may be edited or deleted.

  • Any Manual Task that needs to be completed will be listed on the Concierge Tracking > Manual Tasks page.

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Add an Email Step

  1. Click Send an Email.

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2. Provide a Task Name.

  • This field is required.

  • Assign a logical name that will make sense later when you view the task in the Concierge Tracking table. For instance, if this is an initial email to welcome a potential client who has made an inquiry, use a task name like “First Inquiry Email”.


3. “Initiate a task in”

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  • This field is asking, when do you want this task to occur?

  • There are two fields necessary to setting the timing of a task.

The first is the number of days, which can be from 0 to 365, and the second is what the number of days is based on, which is one of three options: after the previous step, after appointment, or before appointment.

4. Attach a form.

  • If you have integrated with RxPhoto or UpdateMyRecords, you may access any forms from these applications and attach them to the step.

5. Upload a file.

  • Click to browse your computer and select a maximum of five files to upload to the step.


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6. Assign a Category

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  • There are five categories available in the dropdown to help track step activities: Administration, Clinical, Financial, Marketing and Scheduling.

  • This field is not required.


7. Choose Template

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  • Click Choose Template to open the Marketing Template Creator.

  • An existing email template may be selected, or a new email template may be created and then added to the step.

  • Simply click on which email template you wish to add to the step, then click “Add Selected Template to the Step”.

  • A preview of the template will display in the window.

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8. Click Save Step.

  • The Save Step button will activate when the required fields have been completed.

  • The step may be edited or deleted.

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Add a Text Step

  1. Click Send a Text.


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2. Provide a Step Name.

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  • This field is required.

  • Assign a logical name that will make sense later when you view the task in the Concierge Tracking table. For instance, if this is an initial text to welcome a potential client who has made an inquiry, use a task name like “First Inquiry Text”.
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  • This field is asking, when do you want to send this text?

  • There are two fields necessary to setting the timing of a task.

The first is the number of days, which can be from 0 to 365, and

The second is what the number of days is based on, which is one of three options: after the previous step, after appointment, or before appointment.

  • For example, if the text should send immediately, the number of days is 0 and we select “After previous step” (when there is no previous step, it will prompt the text to send NOW). Or, if you want the text to send 3 days before an appointment, the number of days is 3 and the selection is “Before appointment.”


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4. SMS Text
There are two options for creating and sending a text in the Send a Text step:

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5. Use AI Helper.

6. Enter a brief description of the text you’d like to send and click Generate Text.
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7. Use the “Improve Text,” “Change Tone” and “Try Again” buttons to enhance the response further.

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8. If you are happy with the text, click Apply Text to transfer the text to the SMS Text window in the Send a Text step.
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9. Attach a form

  • If you have integrated with RxPhoto or UpdateMyRecords, you may access any forms from these applications and attach them to the step.

  • Attached forms will appear as a link below the text message.

  • Details of attaching forms are explained here. Don’t worry, it is super easy!


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10. Assign a Category.

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11. Choose Template.

12. Click Save Step.

  • The Save Step button will activate when the required fields have been completed.

  • The step may be edited or deleted.

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Repeat this process, adding additional Stages to the Pathway, and Steps to each Stage until you have created a full client journey of touchpoints that suits your organization’s needs, from Inquiry to Consultation appointment to Consultation Follow-up.

Now, let’s look at connecting the Pathway to the Client

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