Sequence builder

The Sequence builder is where you design the journey of messages a recall sends — which message goes out, on which channel, and how long to wait between each. Where the Audience builder defines who a recall reaches, the sequence builder defines what it does. This article explains how to build, save, and continue from a sequence.

What a sequence is

A sequence is the timed flow of messages that fires for the patients in one segment. Each segment in a recall has its own sequence, so a recall with three segments has three sequences you can edit independently.

A sequence is built from blocks you arrange on a canvas:

• Triggers — what starts the sequence for a patient (for example, an appointment is booked, a balance appears, or a scheduled date arrives).
• Actions — what to do: Send Email, Send SMS, AI Voice Call, or Human Call.
• Conditions — branch on what the patient did, so the sequence can react. For example, Appointment booked?, Email opened?, Link clicked?, SMS replied?, or Balance paid? — if yes, the patient stops getting reminders; if no, the next step escalates.

Blocks connect in a line (do this, then this) or split into yes / no branches after a condition.

The layout

• Palette (left) — the blocks you can add, grouped into Recommended, Triggers, Actions, and Conditions. You drag a block from here onto the canvas.
• Canvas (center) — the visual map of your sequence. You can zoom, pan, and fit the view.
• Properties (right) — opens when you select a block, so you can configure it.

A segment switcher at the top lets you move between this recall’s segments, each showing whether its sequence is saved, has unsaved changes, or has issues.

Timing

There’s no separate “wait” step. Instead, you attach timing to an action or condition:

• Wait — hold for a set amount of time before the step runs, in minutes, hours, days, or weeks (for example, “wait 2 days”).
• Schedule — run the step on a specific date and time.

A small badge on the block shows its timing at a glance (for example “Wait 2 days”).

Building a sequence

How to add and connect steps

1. Open the Sequence builder (it follows the Audience builder in the build flow, or you can resume a draft here).
2. Use the segment switcher at the top to pick the segment whose sequence you want to edit.
3. Drag a block from the palette onto the canvas.
4. Connect it to the flow — in a straight line for “do this, then this,” or into the yes / no branches of a condition.
5. Repeat until the journey is complete.

How to configure a step

1. Click a block on the canvas to open its properties panel.
2. Give it a label if you like.
3. For an action step, pick the message template it sends, filtered to the matching channel (email templates for Send Email, SMS templates for Send SMS, and so on). See Template library.
4. To delay the step, turn on its timer and choose Wait (with an amount and unit) or Schedule (with a date and time).
5. For a condition step, set what it checks and make sure both the yes and no branches lead somewhere.

How to start from a template or copy another segment

1. On an empty sequence, choose Use a starter template to load a ready-made sequence for this kind of recall, then adjust it.
2. Or choose Clone from another segment to copy this recall’s other segment’s sequence as a starting point.

Validation

The builder checks your sequence as you work and lists any issues. Common ones:

• An action step with no template selected.
• A condition branch (yes or no) that leads nowhere.
• A sequence with no message-sending steps at all (it would send nothing).
• A timing setting that isn’t valid.

Errors must be fixed before the recall can go live; warnings are advisory. Click an issue to jump to the block it refers to.

Saving and continuing

How to save your work

1. Click Save.
2. The sequence is saved as a draft and the “last saved” stamp updates. You can leave and come back any time.

How to finish and move to review

1. Make sure the current segment’s sequence has no errors.
2. Click Save & continue.
3. You’re taken to the Activate screen to review the whole recall and switch it on. See Building & activating a recall.

What the sequence builder does not do

The sequence builder is for designing the message flow, not writing the messages themselves — message content lives in the Template library. It also doesn’t show performance; once a recall is live, per-step results appear on the Recall report.