RecallistPlaybook library
Playbook 01 · follow-ups & fallbacks

Same conversation, either channel. Nobody falls through the gap.

Every patient gets one polite chase pattern, timed the same on WhatsApp and SMS. WhatsApp is used where it can be, SMS takes over the instant it can't, and any reply from the patient stops the clock immediately.

The two cadences at a glance

Routine recalls are chased because the patient's care is due. Lapsed win-backs get one gentle approach and are then left in peace: pressure would do your brand more harm than the booking is worth.

Routine recall

"You're due your sight test"
  1. Day 0Opener with slot options
  2. Day 3Friendly nudge with a fresh slot
  3. Day 6Polite goodbye with the phone number and booking link
  4. AfterMarked unresponsive. No further texts.

Lapsed win-back

"It's been a while"
  1. Day 0Gentle opener with slot options
  2. Day 7One warm chase, and only one
  3. AfterLeft in peace. No goodbye message, no further texts.

Six scenarios, start to finish

Timings show the patient staying silent unless a reply is part of the scenario. A reply at any moment cancels everything below it.

1 · WhatsApp, and the patient replies

The happy path, and the most common one.

  1. Day 0
    Recallist
    Hello Margaret, you're due your sight test. I've got Tuesday 2:40pm or Thursday 10:20am.
  2. +20 min
    Patient
    Thursday please
  3. The reply opens WhatsApp's free 24 hour session. The agent converses free-form, books the slot, and every planned follow-up is cancelled.
  4. Booked · pencilled into the diary

2 · WhatsApp, total silence

Where the SMS fallback earns its keep.

  1. Day 0
    Recallist
    Opener delivered. No reply.
  2. Day 3
    Nudge goes straight out by SMS. Meta only allows free-form business messages within 24 hours of the patient's last reply, and there was no reply, so the WhatsApp window is closed. Recallist knows that, sends the chase by text first time and switches the whole thread to SMS from here on.
  3. Day 3
    RecallistSMS
    Just making sure you saw my last message. Booking takes a minute right here, no need to call.
  4. Day 6
    RecallistSMS
    Last one from me, and then I'll stop messaging. I've still got Tuesday at 2:20pm if you'd like it, just reply YES. Otherwise you can reply here any time, or call us.
  5. Unresponsive · no further texts. A late reply always reopens the conversation, and the next full upload gives them one fresh start

3 · SMS-only practice

No WhatsApp connected. Identical rhythm, one channel.

  1. Day 0
    RecallistSMS
    Opener with slot options.
  2. Day 3
    RecallistSMS
    Friendly nudge with a fresh slot.
  3. Day 6
    RecallistSMS
    Polite goodbye with the phone number and booking link.
  4. Unresponsive · no further texts. A late reply always reopens the conversation, and the next full upload gives them one fresh start

4 · Win-back on WhatsApp, silence

Lapsed patients get a softer touch and a longer wait.

  1. Day 0
    Recallist
    It's been a while since your last eye test and we'd love to get you back in.
  2. Day 7
    The single chase is due. If the WhatsApp window is shut (no reply, so it is), the chase goes by SMS and the thread flips to SMS, exactly as in scenario 2.
  3. Day 7
    RecallistSMS
    One warm chase with a slot. The only one they will ever get.
  4. Left in peace · no goodbye, no more texts

5 · WhatsApp fails to deliver

The handset has no WhatsApp, or the message bounces.

  1. Day 0
    RecallistWhatsApp · undelivered
    Opener sent, delivery fails.
  2. Day 0
    Automatic, same day: the identical message is re-sent once by SMS and the thread runs on SMS permanently. The patient never knows anything failed.
  3. Day 0
    RecallistSMS
    Same opener, delivered by text.
  4. Normal cadence continues on SMS

6 · The patient says STOP

On either channel, at any point.

  1. Any day
    PatientSMS
    STOP
  2. The number is suppressed permanently, across every campaign and every future upload. Only the practice can lift it, deliberately, from the opted-out list.
  3. Never contacted again

True in every scenario

A reply stops the clock

Any inbound message cancels all remaining follow-ups. From then on the agent simply converses and books. Follow-ups never interrupt a live conversation.

Follow-ups are free of the daily cap

The daily sending limit meters first contacts only. Nudges, replies and confirmations always go, however busy the day.

One thread per household

A family sharing one mobile gets one conversation that can book every member, and counts as one contact.

Sending hours are respected

Openers and nudges go inside the practice's set hours only. Nothing chases a patient at midnight.