Build a Pathway in Concierge
Navigate to Marketing > Concierge.
Click Create Pathway.
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.
Click Create.
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.
Navigate to Marketing > Concierge > Select an active Pathway.
Click Add Stage.
3. Select a stage from the dropdown.
4. Enter a description if desired and click Add.
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
Navigate to Marketing > Concierge > a Pathway > and click View on a Stage.
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.
2. Click + Add Step.
3. Click the type of Step you wish to add to the Stage.
Add a Manual Task
Click Create a Manual Task.
2. Provide a Task Name.
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.
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”
4. Add a task description.
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.
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.
7. Assign a Category.
There are five categories available in the dropdown to help track step activities: Administration, Clinical, Financial, Marketing and Scheduling.
This field is not required.
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.
Add an Email Step
Click Send an Email.
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”
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”
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.
6. Assign a Category
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
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.
8. Click Save Step.
The Save Step button will activate when the required fields have been completed.
The step may be edited or deleted.
Add a Text Step
Click Send a Text.
2. Provide a Step 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 text to welcome a potential client who has made an inquiry, use a task name like “First Inquiry Text”.
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.”
4. SMS Text
There are two options for creating and sending a text in the Send a Text step:
1 – Create a short text in the SMS Text window (shown to the right), OR2 – Click the Choose Template button and select a template text (covered in step 7)
The SMS text field is limited to 150 characters
5. Use AI Helper.
The AI Helper can assist you with creating just the right wording for your texts.
Click Use AI Helper to open it.
6. Enter a brief description of the text you’d like to send and click Generate Text.
7. Use the “Improve Text,” “Change Tone” and “Try Again” buttons to enhance the response further.
Click Improve Text.
Select Add Creativity.
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.
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!
10. Assign a Category.
There are five categories available in the dropdown to help track step activities: Administration, Clinical, Financial, Marketing and Scheduling.
This field is not required.
11. Choose Template.
Click Choose Template to open the SMS Template Creator.
An existing SMS template may be selected, or a new SMS template may be created and then added to the step.
Simply click on which text 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.
12. Click Save Step.
The Save Step button will activate when the required fields have been completed.
The step may be edited or deleted.
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