This article explains how to choose and save a trigger. To add the messages, waits, and other steps that follow it, see How to Create a Workflow.
A trigger tells Prospyr when to start a workflow.
For example:
A patient’s birthday starts a birthday message workflow.
A missed call starts a follow-up text workflow.
A paid invoice starts a thank-you message workflow.
Open a workflow's trigger
Go to Settings > Data > Workflows. You can build a new workflow from scratch or from a template, and every workflow starts with a Trigger card.
Create a workflow and open its trigger
Click Create Workflow.
Choose Start from blank, or select a template.
Start from blank: You choose the trigger.
Template: A trigger is already selected. You can review or change it.
Click New Workflow at the top and enter a name, such as Front desk follow-up.
Click the Trigger card. Its settings open on the right.
Editing an existing workflow? Open it from the Workflows list, then click its Trigger card.
Choose what starts the workflow
For something that happens in Prospyr, such as a new appointment or a patient message:
Under Source Type, select Internal Event.
Open the Trigger On menu.
Search for or select the event you want.
Complete any settings that appear below it.
These settings help you choose exactly when the workflow should start. For example, you can respond to missed calls only, instead of every call.
The summary at the top of the trigger shows your selection, such as When: Appointment Updated (status changed).
Using HubSpot or another outside system? Follow the Start a workflow from another system section below.
Set up your selected trigger
Find your trigger below and follow that section. You do not need to complete every section.
For most optional filters, leaving a field empty includes all options. Required settings are noted below.
Appointment created or updated
Choose one of these events:
Appointment Created: Starts when an appointment is created. No additional trigger settings are needed.
Appointment Updated: Starts when an appointment changes.
For Appointment Updated, use Field Changed to choose which changes count:
Select Status to start only when the appointment’s status changes.
Leave it blank to start when any appointment detail changes.
Patient created or updated
Choose one of these events:
Patient Created: Starts when a patient is created. No additional trigger settings are needed.
Patient Updated: Starts when a patient’s information changes.
For Patient Updated, use Field Changed to select Source or Lead Status. Leave it blank to start when any patient detail changes.
Task status changes
Use this trigger when a task moves into a particular status.
Select Task Status Changed.
In the sentence When any task enters, click any.
Choose a task type, such as Refill request, or keep Any task type to include all types.
Click Choose statuses and select one or more statuses.
Optional: Select Locations to include only tasks at those locations.
The available statuses depend on the task type. For example:
Refill request: Requested, Sent to pharmacy, or Declined.
Any task type: Incomplete, Complete, or Canceled.
When it starts: Every time a task enters a selected status. This includes tasks created with that status.
Required: Select at least one status before saving.
Patient birthdays
Select Patient Birthday.
In Days before the birthday, enter when the workflow should start:
Enter 7 to start seven days before.
Enter 0 to start on the birthday.
When it starts: At 9 AM in your practice’s time zone, once a year, for patients with a date of birth on file.
For February 29 birthdays, the workflow starts on February 28 in years without February 29.
Credit expiring
Use this trigger to follow up before a patient’s unused credits expire.
Select Credit Expiring.
In Days before the credit expires, enter when the workflow should start:
Enter 7 to start seven days before expiration.
Enter 0 to start on the credit’s last valid day.
Optional: Select Credit types to include specific package, membership, or other wallet credits. Keep All credits to include every type.
When it starts: At 9 AM in your practice’s time zone, while the credits are unused.
It starts once for each patient and credit type expiring that day. Credits without an expiration date do not start the workflow.
Treatment follow-up
Use this trigger to follow up a certain number of days after a patient’s last completed visit for a service.
Select Treatment or Refill Due.
Under What is due, select Days since a service.
Under Services, search for and select a service, such as Botox.
In Days after the last visit, enter the number of days to wait, such as 90.
When it starts: At 9 AM in your practice’s time zone, the selected number of days after the patient’s last completed visit for that service.
The workflow does not start if the patient already has an upcoming appointment for that service.
To use different timing for another service, add another trigger.
Prescription refill reminder
Select Treatment or Refill Due.
Under What is due, select Prescription refill due.
In Days before the supply runs out, enter when the workflow should start:
Enter 5 to start five days before.
Enter 0 to start on the day the supply runs out.
When it starts: At 9 AM in your practice’s time zone.
Prospyr calculates when the medication will run out using the prescription’s days supply:
If the pharmacy reports a fill, counting starts from the last fill date.
Otherwise, counting starts from the date the prescription was written.
For ScriptSure prescriptions, the pharmacy must report a fill before a refill reminder can become due.
The workflow skips prescriptions that:
Have no days supply.
Have been cancelled.
Have been replaced by a new prescription for the same medication.
Patient message received
Select Patient Message Received.
Optional: Under Channels, choose SMS, Instagram, Facebook, or Patient portal. Keep Any channel to include all.
Optional: Under Keywords, type a word or phrase and press Enter. Repeat to add more.
How keywords work: The message must contain at least one of your keywords as a whole word or phrase. Capitalization does not matter. Keep Any message to include messages without filtering by keyword.
When it starts: When a patient sends a matching message, with these limits:
Each workflow starts at most once per patient within the same clock hour.
Opt-out replies, such as STOP, do not start it.
Appointment confirmation replies do not start it.
Instagram and Facebook messages count only after the sender is linked to a patient.
Phone call ended
Select Call Ended.
Under Call outcomes, select one or more outcomes:
Missed
Voicemail
Answered by staff
Answered by AI agent
Outbound, connected
Outbound, not answered
Keep Any outcome to include all calls.
When it starts: After the call ends. For missed calls and calls answered by the AI agent, Prospyr may wait up to five minutes for a voicemail before starting the workflow.
Only calls matched to a patient start the workflow.
Form completed or consent signed
Select Form Completed or Consent Signed.
Under Forms and consents, select one or more forms or consents. Keep Any form or consent to include all.
Optional: To start only for a specific answer:
Under Only when an answer matches, select a question from the selected form.
In Answer, enter the answer that should start the workflow, such as Friend. Capitalization does not matter.
When it starts: When a patient submits the form or signs the consent. It also starts when staff complete it for the patient.
Submitting the form again with changed answers can start the workflow again. Re-saving identical answers does not.
Invoice paid or updated
Select an event:
Invoice Paid in Full: Starts when an invoice is fully paid.
Invoice Updated: Includes other invoice changes.
Optional: Use Services, Products, Memberships, or Packages to choose what the invoice must include.
For example, select Botox under Services to limit the trigger to invoices that include Botox.
If you select filters in multiple categories, for example, Services and Products, the invoice must match each category. Within a category, it only needs to include one of the items you selected.
Leave a filter empty if you do not want to limit that category.
Membership started or cancelled
Select Membership Started or Membership Cancelled.
Optional: Under Memberships, type at least two letters of a plan name and select one or more plans. Leave it empty to include every plan.
Membership Started includes:
A membership purchase.
A scheduled membership start.
A membership restart.
A change to another plan.
Successfully collecting a previously missed payment does not count as a membership start.
Membership Cancelled starts when staff or the patient cancels a membership. Changing plans or reaching the end of a membership term does not count as a cancellation.
New leads
Choose Lead Form Submitted.
Optional: under Lead Forms, choose one or more lead forms, such as Demo Booking. Leave it empty to include every lead form.
The Leads group has two more events:
External Lead Submitted starts when a lead inquiry is saved, including for existing patients. Each patient can enter it once. Patients added by staff or through online booking don't start it. Use Lead sources to limit it to certain sources.
Patient Tag Added starts when a tag is added to a patient. Use Patient Tags to choose which tags count, or leave it empty for any tag.
Lead status updated
Select Lead Status Updated.
Optional: Choose the status the lead is changing from using From Status (Optional).
Optional: Choose the status the lead is changing to using To Status (Optional), such as Had Consultation.
Optional: Turn on Include New Leads to also start when a new lead is created.
Leave either status field blank to allow any status in that field.
Prescription event
Select Prescription Event.
Under Prescription events, select one or more events, such as:
Prescription sent.
Pharmacy requested renewal.
Transmission error.
Keep Any prescription event to include all events.
Optional: Select Locations to include only prescriptions written at those locations.
Prescription sent starts once for each new prescription. Later deliveries of that same prescription count as status updates.
Qualiphy good faith exam completed
Select Qualiphy GFE Completed.
Under Qualiphy GFE outcomes, choose:
Approved.
Deferred to medical director.
Rejected.
Keep Any outcome to include all results.
Start a workflow from another system
HubSpot
Under Source Type, select External Integration.
Under Integration, select HubSpot.
Choose a HubSpot Event Type, such as:
Contact: Creation.
Company: Property Change.
Deal: Creation.
Review the connection status shown for that event, such as HubSpot Subscription Active.
Object Type ID (Optional) is needed only for some event types.
Custom webhook
A webhook lets another system send information to Prospyr to start a workflow.
Under Source Type, select External Integration.
Under Integration, select Custom Webhook.
Click Copy next to the Webhook URL.
Give the URL to the person connecting the other system.
The URL starts working after you save the workflow.
The person setting up the connection can also use Sample Payload and Outputs (JSONPath) to choose which details Prospyr takes from the incoming information.
Add another trigger
You can give one workflow more than one trigger. Any one of the triggers can start it.
Click Add another trigger below the last trigger.
Choose its Source Type and event.
Complete its settings.
The word OR appears between triggers to show that either one can start the workflow.
Use Move up or Move down to change their order. Click Remove to delete a trigger.
If several triggers match the same event, only the first matching trigger starts the workflow. The workflow runs once for that event.
Save the workflow
Your trigger choices aren't kept until you save the workflow. Until then, Unsaved changes shows at the top of the page.
Close the trigger panel.
Click Save Workflow. You see Workflow created successfully!, and the switch at the top shows Disabled: new workflows start disabled, so it doesn't run yet.
Click the back arrow to return to the Workflows list. Your workflow shows in the list with its trigger.
When the rest of the workflow is ready, turn on the switch next to Disabled at the top of the workflow, or the switch in the Status column of the Workflows list.
Good to know
You can't save a workflow until every trigger is set up. If a trigger is missing an event, or a Task Status Changed trigger has no status, Prospyr shows a message when you click Save Workflow.
Enabled workflows can send real messages to patients. Keep a new workflow disabled until you've checked its trigger and steps.