How to Create a Text Campaign (Full Walk-through)

Creating Text Campaigns

Before we get started, there are some things to note:

• Texts have a max 160 character limit. Anything more than that will be sent as additional messages hitting the patient/lead. Keep your texts short and sweet
• There is a 1600 max character limit when creating a text message. Creating a message that is 1600 in characters means that it's 10 texts hitting the patient all at once.
•  If your message is longer than 1600 characters your system will lockdown, errors will be thrown in your message queue, and stop any further texts from sending out, as it violates sending laws put in place to prevent spamming. 
• To prevent a clinic from being placed on the spam list, there is a total limit of 2500 texts a clinic can send in a 30 day period. Within that 2500 limit, you can only send a max of 1000 multi-media image texts. There are no limits on how many emails you can send. 
• If you would like to supply a link in your text message, you must copy and paste the entire link into the text. Please keep in mind that the link will eat up part of your character limits within a text and is not recommended.
• Due to Texting laws and Text Campaigns being considered Marketing, Text Campaigns will NEVER go out to patients before 8am. Text Appointment Reminders are NOT considered Marketing and can, if setup appropriately, GO OUT before 8am for patients with early morning Appointments.

Getting Started

To Access your campaign interface, you will go to Admin ​→​ Campaigns

This is an image of the screen display you will be looking at before you get started.

Step 1: Creating your Message

To create an initial Text Campaign, you will start by selecting the box next to

"As Master" then click the ADD button, to the bottom left.

If you are creating a subsequent campaign, you MUST click on a previously created campaign within your campaign list to highlight and select "ADD".

This turns the stand-alone campaign into a "Master" campaign in which this text will follow.

**TIP: Only MASTER'S have ARROWS**

Any campaign where Subsequent Campaigns are attached will show an Arrow to the Left

If you click on the arrow, you will see all subsequent campaigns attached to the "Master"

Please Remember the campaign you clicked on is the MASTER for this campaign series. ALL patients/leads MUST meet the criteria of the "MASTER" to get any subsequent campaigns.

If you turn a subsequent campaign into a "Master" Campaign, that now becomes a requirement to receive the next campaign in line.

Step 2: Selecting the configuration settings

General Section

Name your campaign.

*Your Campaign Name MUST be Less than 50 Characters Long or your Text WILL NOT send

You will see an "Is Live" box shown in this area but, you WILL NOT check "Is Live" until your campaign is ready to start combing the system for patient matches and start sending the campaign. WE WILL COME BACK TO THIS LATER IN THE ARTICLE

Send Between Dates:

You can indicate a Start and Stop date for when this campaign is active. If no date is entered, it will follow the filter guidelines set forth within the creation of the campaign.

When choosing start and stop times: keep in mind that it's the beginning of the first date selected and the end of the second date.

ie: 6/26 and 6/28. It will start at 12:01 am on the 26th and stop at 11:59 pm on the 28th.

If the same calendar date is entered into the start and stop filter, it will start at 12:01 and stop at 11:59 on the same day.

Start and stop dates are helpful for holiday messages, out-of-the-office messages, promotions, etc. This ensures that a campaign will not run before or after the time frame allowed.

How often patients receive this message:

This area will default to "Only Receive Once".  If you would like your campaign to be received more than once, you will change the setting to "Receive once every"  __ Weeks, Month or Years. 

Tips:

This is extremely helpful if you would like a Mass Email to go out to all patients every 6 Months to update patient demographic info, Update insurance info, or Birthday messages that go out Once every Year. 

Wait X days after MASTER message sent to send:

Only visible when creating a subsequent campaign

This area will default to "Send immediately after". If you would like to delay a message you will choose "Days" and then select how many days AFTER the master campaign was sent out to send this campaign.

Remember the Master is the one you clicked on to make this campaign. IE: Master goes out on 1/21/21 how many days after that one is sent, should this one be triggered.

Message Delivery Type:

In this section, you will choose how your campaign will send. You will select Text and then choose the text setting of your choice from the dropdown. 

If you do not choose an option from the dropdown, you WILL NOT be able to type out your campaign message. Once selected, the area should display like this.

Step 3: Creating your Campaign Message:

Text messages have a character limit of 160, so you may need to do an email campaign if your campaign needs to be longer than the 160 characters Max provided. Remember texts should be short, sweet, and to the point ;) 

If you would like to make your message look personal, you can select the “Patient First” box at the bottom of the screen. This will add the data field {PatientName} where your cursor was located, so the system can fill in the location with the name of the patient.

 

Online Booking Link

Within the campaign message body area, you have a button that says "Add Online Booking Link". This button will place a data insert {OnlineScheduleLink} wherever your cursor is located within the message body. This will allow patients to click your link and schedule an appointment online, straight from the email sent.

You MUST have the Online Scheduling feature set up before using this link as there are configurations that need to be made. If you have not set up Online Scheduling and want to use this option, click HERE to see setup instructions.

 

Adding an Image

Select Image at the bottom Right

Before you can select your saved image, you will see a pop-up letting you know that you can only send out 1000 texts that contain images a month. You will have to hit OK on this pop to move forward.

You will now find the saved .jpg, .png or a .gif file you would like to upload and hit OK. Once Ok is selected, you will see your image at the bottom of the screen. Once your Text campaign is done you will select SAVE

*NOTE: Any image you want to add to a Text Campaign, MUST be saved to the local pc you are creating this Campaign from. If you attempt to upload an image from a Network Folder, the campaign WILL NOT send.

Here is a sample text message view in the campaign creation area.

to show how it would be received

Adding a Link

If you would like to add a link to your text message, you must copy and paste the link into the text. Please keep in mind that the link will eat up part of your character limits within a text and is not recommended.

Step 4: Filters

Click on the filters tab at the top middle of your screen

This is the screen you will see

Visit Filters

Visit filters refer to patient visits ONLY. Each Visit Filter option allows you to select a numerical value of 0-100.

Please keep in mind: If you include Visit Filters to your Email/Text Campaign and a Patient no longer falls under that filter, they will be excluded from the campaign when it is selected to run again.

IF NO Patient or Visit Filters are entered, once the campaign is live, it will start sending to everyone in your Database.

Visit filters include

Patient Filters

You can select a multitude of filters, so the system can send the Email or Text to the correct people you are wanting to market to.

Patient Filters include:

• Patient Age
• Case Type
• Employment Status
• Marital Status
• Person Status (Lead, New Patient, Active etc.)
• Occupation
• Major Complaint or Condition
• Employers
• Referral Source: Tied to the Patient/Lead (either manually added into Katana or automatically added when they signed up on a Kfunnel)
• Birthday Month
• City
• Zip
• State
• Initial Condition
• Funnel Leads
• Gender
• Tags

When you want to make a selection, go to the filter you would like to work with and select the first dropdown

Each one will have different selections but, for Referral Sources, you would select Include or Do Not Include

Then choose the second dropdown

Select the correct Referral Source from YOUR list (This list is also found in Admin>Referral Source):

Once your selection has been made, Select the + sign to lock it in. THIS STEP IS VITAL. 

Once locked in, you will see it appear like a tag. If you need to select another option, repeat the same steps as many times as needed

If you happen to add one by mistake, Press the - sign to remove it.

Case Type Filter

This is a unique filter that will allow you to select a specific case type and indicate that visit filters can only work with the designated case type.

Once a case type is locked in, an option will appear that states "Only count visit number within SELECTED case type"

If this box is selected, this makes sure that visits from other cases tied to the patient are not counted when the system is performing is comb through. 

Ie: Only wanting visits counted from a chiro case but, excluding the number of visits within the massage case.

If this filter is not used, the system will calculate the TOTAL number of visits within a patient's file and if they fit, the campaign will be sent. Chiro Case = 1 appt. Massage= 2 appts. for a grand total of 3 appts.

Choosing the Proper Visit Filter for this Campaign

When the check box is selected, the visit filters that can be used are highlighted in GREEN. These are the ONLY options available when creating a campaign to count visits within a specific case. 

Step 5: SAVE your created Campaign

Once you have selected all necessary information, filters and made sure no changes need to be made, you will now select the SAVE button to the bottom left of the screen.

Now your Campaign is ready to be tested.

Only master campaigns will be displayed here. If there are any subsequent or "Child" campaigns, to see them you would click on the + sign to the left of the campaign.

Step 6: Testing your Text Campaign

Once everything is EXACTLY the way you want it's time to test your Text campaign. To do this, you must follow a couple of steps:

1. Go to your patient file or the file that has your cell number attached and click on the patient info tab. Add a Tag named "Test"

2. Go to your created campaign, Edit, and Go to the filters tab at the top.

3. Go down to the Tags filter, select Include, Type "Test", Press Plus sign to lock it in. 

You will know it's added properly if it looks like this.

4. Save Campaign.

5. Click on the text campaign and hit "Send Now" Make sure your test profile is the only name showing a checkmark and hit Send Now again.

This process can only be done once. If you need to test again, you would need to add the test tag to another profile as the system keeps a record of everyone a text has gone out to and will not send it again.

If everything looks good, proceed to step 7.

Step 7: Sending

Sending a campaign can be done 2 ways. By using "Is Live" or "Send Now"

A. Sending via "Is Live"

Choose this option if you want to:

• Create a Master or Stand Alone Campaign so that when a patient meets the filters required, your database sees this and sends the Campaign.
• When you want to trigger a campaign to go out during a future time frame.
• Campaigns that have "Child" or "Subsequent" campaigns are attached for auto triggering.

This step is crucial! When you are pleased with your campaign design (after testing),  you MUST select "Is Live" for your campaign to run.

If you are just putting your campaigns together at this time and are not ready to send, that is totally fine. You will not select "Is Live" until you are ready for the system to start performing the comb through and send to patients that meet the criteria.

1. Select your campaign and Hit Edit

2. Make sure box is selected for "IS LIVE" and Save

Done!!!

Please keep in mind:

If you are sending a Mass Email Blast to everyone in the clinic and only want it to run for a specific amount of time you MUST use the send between dates in Step 2 so the campaign will stop or you will be required to edit your campaign and uncheck the "IS LIVE" box to stop the campaign because the system WILL continue to comb through the software and if it finds a patient that DID NOT receive the campaign it WILL go to them.

This situation would apply when notifying patients you will be out for the holidays or a similar situation.

Lastly, your campaign may not be triggered instantly as the database does a behind-the-scenes comb through every 4 hrs and dependent on when the last one was done, will depend on when the next comb through will take place.

B. Sending via "Send Now"

Please Note: There are two options for Sending, so please look at Step 6a "Is Live" & 6b "Send Now" to determine which you want to choose. 

Choose this option if you want to:

• Send your Email communication out NOW.

This is a great tool when wanting to remind a patient/lead of an upcoming event on the same day as the event.

This will only appear if you select the "Send Now" button. When this window appears, you will see every patient that fell within the Filter criteria. Each patient's name will have a box with a check inside.

If you happen to see a patient this campaign should NOT be sent to, simply un-check the box to the left of the patient's name and select SEND NOW to send your campaign.

Once your campaign has been sent, you will receive a pop-up that indicates when the campaign will send. Select Ok and close out of the campaign screen.

 

Verifying a Campaign has been sent:

To verify, you will Go to Admin → Email settings

 

You will click on the Message Queue Tab to see all campaigns queued or Sent.

If a Campaign shows the Queued status, it will change to Sent once the software has sent out the Campaign.

Emails and Text Campaigns will display in this queue.

 Once received, your patients will have the ability to respond back via email or text, depending on how the campaign was received, by simply hitting reply. Those messages will be received in your email inbox of the email address and text response number provided to support during set up.

Tips and Tricks:

• Creating a Referral Source within Admin>Referral Source and tying that Referral Source to the patient's file, info tab can aid in a number of situations where certain patients need to be excluded from campaigns or need to be set apart from others to be marketed to differently.

If you need further clarification, would like some additional instructions on how to create your campaigns, or if your campaign feature is not working properly, please contact support at:

• Email- [e-mail]
• Phone- 909-378-9514
• Live Chat- Access the support portal button within software and selecting chat now in the bottom right corner.