How to Build a JComm Email or Text Campaign

Create a JComm campaign that automatically sends email or text messages to patients based on selected triggers, audiences, and scheduling rules.

When to Use This

Create a JComm campaign when you want to automatically communicate with patients, such as:

• Sending appointment follow-ups
• Promoting clinic services or announcements
• Requesting appointment feedback
• Encouraging patients to rebook
• Sending automated reminders based on patient events

What You Need

• An active JComm subscription
• Patient profiles with valid email addresses or mobile phone numbers (depending on the campaign type)

Permissions

• Access to JComm Campaigns in your User Type permissions

Creating a JComm Email or Text Campaign 

1. Go to JComm
2. Click +New Campaign 

3. Select the Message Type:
   • Email: supports formatting, images, and links 
   • Text 
     • Text messages need to be written in a single paragraph. Additional spaces will insert unwanted text and characters (e.g., <div>,<br>) 
4. Select a template
   • Custom 
   • Pre-designed 

5. Click Continue

    

   

    

6. Enter a Campaign Name
7. Enter a Campaign Description (optional) 

8. Select Build My Campaign
9. Enter a Subject (Email Campaigns)
   •  Emojis are not supported 
10. Create or review and edit the message content 
    • Rich text options available (Email Campaigns) 
    • Use Tags for quick text insertion and personalization

11. Select an Audience 
    • Determines who will receive the campaign 
      • All Subscribed Patients
      • Customize the audience by creating a new patient list through different filters 

      • Patient Status 

         

        

         

12. Select a Trigger 

    • Determines what makes the campaign send

       

      

       

    • Pre-designed campaign templates will already have a trigger set up
13. Schedule your Campaign 
    • Start Date: choose when you want the campaign to begin 
      • If you are doing a blast, select Day Of and set the Start Date and End Date three or more days apart. Blast campaigns are sent in batches. Giving a three-day window ensures that your recipients receive a message before the campaign ends. 
    • One Send per Patient - the patient will only ever receive this campaign one time 

    • Ongoing - this campaign does not have an end date   

       

      

       

14. Add a Call-to-Action 
    • Include a link to your patient portal 

    • Ask for a rating (1-5) 

       

      

       

15. Click Save
16. Test the Campaign 

    1. Select Send a Sample Message

        

       

        

    2. Enter your email address or phone number to preview the message

17. Select Set Campaign Live 

What Happens Next

Once the campaign is active, messages will automatically send to patients who meet the campaign’s trigger, audience, and scheduling criteria.

Campaign performance can be reviewed through campaign reports, which track metrics such as message delivery, opens, clicks, and errors.

Avoid Common Issues

Campaign Type Cannot Be Changed
Once a campaign has been created and sent, the campaign type (email or text) cannot be changed.

Text Message Formatting 
Messages need to be written in a single paragraph without any additional formatting (e.g., extra spaces) 

Missing Contact Information
Patients must have a valid email address or mobile phone number in their profile to receive campaign messages.

Troubleshooting

No Patients Appearing in the Audience Queue

• Confirm the Trigger and Send On settings are correct.
• Check that patients meet the selected audience filters.

Messages Are Not Sending

• Ensure the campaign is Active.
• Confirm the Start Date has passed.

Messages Are Failing

• Review the Campaign Report to identify errors such as invalid email addresses or phone numbers.

Additional Notes

Resending Unsent Messages: If a message is not initially sent, the campaign will attempt to resend the unsent message throughout the day, maximizing delivery.

Daily Message Limit: There is a maximum limit of approximately 20,000 messages that can be sent per system in a single day. Any messages queued but not sent due to reaching this maximum limit will be queued for sending the following day. This ensures efficient message distribution while accommodating system constraints.