Did my client receive the request to complete a form?

Healthie intuitively (and automatically) sends notifications to your clients, such as email and SMS appointment reminders, appointment confirmations, purchase confirmations, and more. 

Any sent emails requesting a client to complete a form is included within the Client Notification History. This includes the status of the request email (ie. Sent, Delivered, Bounced). 

If the request email was confirmed as delivered, but your client does not see it, please have them check their spam folder.

Note: it is not possible for us to determine if an email has been opened by a client, only the send status.

Additionally, form completion request links do not expire independently. However, if a client has not yet set up their portal access, a form request may prompt a new account activation, which is subject to the 4-day activation link rule. Because of this, form request emails sent after 4 days may appear to have an expired activation token for new users.

Why did my client receive a request to complete a form? 

If your client has been requested to complete a new form after already completing your intake flow, you should review some of the workflows that you have in place. The notification details will help provide more insights here. 

Included in the notification details, is information on the workflow that triggered the form request - and which form was requested. 

Examples of workflows that can trigger a form request: 

• Client has moved into a new client group, and there is a different intake flow associated with this group 
• Client has booked a specific appointment, and there is a form tied to the appointment type
• Client has bought a package associated with a different client group, and has been moved into the new client group (again, triggering a new intake flow) 

Customize your form request emails

Organizations can customize the automated email sent to clients when a form completion request is triggered. The form completion request email is in Healthie's existing Email Templates settings - giving you direct control over subject line, body copy, and sender name.

Find it in settings: Navigate to Settings > Email Templates > Form Completion Request