Campaigns
Fixed drips for annual packages. Wallet preview. Campaigns.
Recall cycles — not a chart and not a send trophy
Recurring patient is the follow-up cycle column for packages and recalls, not a second HIS chart and not an autonomous booked-slot trophy. Health-check programs segment this column, then campaign or autonomous outbound. When they book again, calendars plus Appointment booked are the booking — this column is the pool they came from.
- Recall pool
- Campaigns or autonomous
- Booked is a different column
Excel overdue tabs are not Recurring patient
Hospitals export HIS IDs to a sheet and call it CRM. This column is engagement state: people you expect back for packages, hygiene, or annual checks. It is not the chart. Autonomous success on a 1,200-name list is sends, reads, or contacted. Do not trophy those as Appointment booked. When they reply, the qualifier runs (often New enquiry or a live thread) and a calendar slot creates the booking column. No Construction or Loan leftover stages from other verticals.
How the recall loop uses this column
After consult or a finished plan, staff park them here. Outreach runs. A new slot leaves this pool for Appointment booked (you may still tag them as recurring on a property).
- Park the cycle Move Recurring patient when you want them in the recall pool.
- Segment Custom properties (last_consult_at) or lists. Preview wallet.
- Outreach Growth campaign or autonomous list. Gupshup templates / email. Not live SMS.
- Book again Reply → qualifier → calendars → Appointment booked. Do not skip columns because they are “already patients.”
How it runs in CoPulse
Workflows on enter can stamp recall_eligible=true. They should not auto-book. Campaigns and autonomous do the list. agent.run on reply is the qualifier. route.agent so program replies do not hit the wrong specialty bot.
Autonomous
List/objective outbound after plan approve. Sends/reads/contacted. Autonomous.
Workflows
crm.set_custom_properties on enter. crm.create_task if a coordinator must call VIPs. Not stop-when-booked.
Qualifier on reply
Same four fields. New calendar event. Then Appointment booked.
Operator setup
Same Project as OPD. A campaign segment is enough — do not invent a second tenant.
Setup → Customers → Pipeline (keep the five default labels unless you truly rename) → Appointments/calendars → Setup → Channels → Library templates → Agents → Studio / Router → Agents → Workflows (trigger: stage changed; actions: agent.run, route.agent, crm.set_custom_properties, crm.update_stage, crm.create_task, send.whatsapp / send.email) → Growth campaigns with wallet preview.
1,200 overdue, 40 booked, honest board
Filter Recurring patient with last consult older than 12 months. Autonomous sends a template. 400 reads. Forty people reply; qualifier books Saturday; those forty also show Appointment booked with calendar events. The other 360 remain Recurring patient. That is annual checkup reactivation and the health-programs ICP — not a HIS migration.
Hygiene recalls for dental specialty work the same: pool here, slot on calendars. Do not add a Hygiene due column.
This page is the Recurring patient story on the default healthcare board — not a playbook clone and not a loan-style extra stage. The Patient Inquiry Qualifier still collects reason, service_need, location, and preferred_times. Knowledge bases hold Departments, Doctors, Beds, and Services. Appointments and calendars are slot truth; the Appointment booked column is a CRM stage that should match a calendar fact, not a campaign send. Inbox plus human handoff carries clinical questions. Pricing is wallet-only. Autonomous success is sends, reads, or contacted — not appointment booked. Emergencies: tell them to call emergency services immediately. Health-program pages and autonomous product copy must agree: this column is the pool, not the trophy for a send. Workflows live under Agents → Workflows with a stage-changed trigger. Typical actions: send.whatsapp or send.email with a Library template, agent.run (hand the contact to a Studio agent), route.agent (agent router by stage/channel/rules), crm.set_custom_properties, crm.update_stage, crm.create_task. Skills and knowledge stay on the agent, not on the workflow node. Preview the Organization wallet before a template blast. Do not add No-show or Report ready as board columns — those are playbooks. Do not invent HIS/EMR replacement.
Pool vs booking vs meters
Keep the three maps separate on this stage more than any other.
| Stage | Automation | Human | Channel hops | Exit criteria |
|---|---|---|---|---|
| Recurring patient | Stamp eligible; do not auto-book | Segment overdue | Campaign / autonomous | Reply or stay quiet |
| Appointment booked | Reminder | Calendar | WhatsApp + voice | Meeting exists |
| Autonomous meters | Sends/reads/contacted | Approve plan | WhatsApp / email | Not a stage |
| Consult done | — | They came back | Visit | Attendance again |
| HIS chart | Out of scope | Clinical system | — | Not CoPulse |
Jobs that use this pool
Programs and reactivation. Booking playbooks still own the slot.
Frequently asked questions
Recall pool, autonomous trophies, HIS boundary.
Is Recurring patient the medical record?
No. Engagement pool only. Chart stays in HIS/EMR you already run.
Does autonomous move them to Appointment booked?
Not by itself. Sends/reads/contacted. Booking needs a calendar fact and the booked column.
Should replies stay in this column?
Once a new slot exists, use Appointment booked. You may keep a custom property that they are a returning patient.
SMS recall?
Coming soon. WhatsApp templates and email today.
Enter workflow?
crm.set_custom_properties recall_eligible, optional coordinator task. Do not agent.run a diagnostic screening.
Pricing?
Wallet-only for the blast. Pricing.
Related
Parent hub, sibling stages, CRM product, and jobs that move this column.
Healthcare hub
Qualifier, catalogs, calendars, ICPs, and jobs.
Back to hub →Treatment plan
Active plan vs recall pool.
Open →Appointment booked
Where a new slot lives.
Open →Pipeline & CRM
Lists and properties on CRM; calendars still own the next slot.
Product CRM →Wallet-only pricing
Recall blasts debit the Organization wallet after preview.
See pricing →Keep the recall pool honest
Segment Recurring patient, send with wallet preview, and book only when calendars say so.
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