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MaxDrips glossary · 100 terms

Customer Engagement Terms

The vocabulary of automated reminders, follow-ups, and review requests by text and email, from A to Z.

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10DLC (10-digit long code)
A standard 10-digit phone number registered for business-to-consumer text messaging in the US. Carriers require businesses to register their brand and messaging campaigns before sending through 10DLC. Registered traffic gets better deliverability and higher throughput than unregistered numbers.
Example: A dental group registers its local office number as a 10DLC so appointment reminders reach patients reliably instead of being filtered by carriers.

A

A/B test
Sending two versions of a message to similar groups to see which performs better. Teams test one variable at a time, such as wording, timing, or channel. The winning version then becomes the default.
Example: A clinic sends half its patients a reminder that says Reply C to confirm and half one that says Tap to confirm, then keeps the version with more confirmations.
Analytics dashboard
A screen that summarizes messaging activity and results in one place. Common measures include messages sent, open and reply rates, bookings, and review ratings. It lets managers see what is working without pulling reports by hand.
Example: Each Monday, a regional manager opens the analytics dashboard to compare last month's sends, reply rate, and booked visits across all locations.
Appointment confirmation
A message asking a customer to confirm an upcoming appointment. Confirmations reduce no-shows and give staff time to fill openings when someone cancels. They are often sent two to three days before the visit.
Example: Three days before a cleaning, a patient receives a text asking them to reply C to confirm, and their reply updates the schedule automatically.
Appointment reminder
A message that reminds a customer of an upcoming appointment. Reminders usually include the date, time, location, and any preparation instructions. Well-timed reminders are one of the most effective ways to cut no-shows.
Example: The morning before a vet visit, a pet owner gets a text reminding them of the 10 a.m. appointment and to bring vaccination records.
Attribution
Connecting a business result, such as a booking or payment, to the message that led to it. Attribution shows which sequences actually drive revenue. It usually relies on time windows or tracked links.
Example: A booking made within 48 hours of a recall text is attributed to the recall sequence in the monthly report.
Audience
The group of contacts selected to receive a message or sequence. Audiences are built from rules, such as location, last visit date, or account status. Choosing the right audience keeps messages relevant.
Example: The audience for a lapsed-patient campaign includes everyone who has not visited in 18 months and has no upcoming appointment.
Auto-pay nudge
A message encouraging customers to enroll in automatic payments. Auto-pay reduces late payments and collection work. Nudges are often sent shortly after move-in or after a late payment.
Example: A week after move-in, a self-storage tenant receives a text with a link to turn on auto-pay and never miss a due date.
Auto-reply
An automatic response sent when a contact texts or emails a business. It confirms the message was received and sets expectations for a reply. Auto-replies are common after hours.
Example: A patient texting the office at 9 p.m. receives an auto-reply saying staff will respond when the office opens at 8 a.m.

B

Booked or renewed
A results measure counting appointments booked or plans and contracts renewed after messaging. It shows the business outcome of engagement, not just activity. It is a headline metric on the MaxDrips dashboard.
Example: The dashboard shows 312 booked or renewed outcomes in the last 30 days across a 12-location dental group.
Bounce
An email that could not be delivered. A hard bounce means the address is invalid, while a soft bounce is a temporary problem such as a full inbox. High bounce rates hurt sender reputation.
Example: An email to an old work address hard-bounces, so the contact is suppressed from future email sends.
Brand registration
Registering a business's identity with the carrier ecosystem before sending 10DLC text messages. It includes the legal name, tax ID, and business details. Registration is required for reliable business texting in the US.
Example: Before launching reminders, a franchise registers its brand so each location's messages are recognized as coming from a verified business.
Broadcast message
A single message sent to many contacts at once, rather than triggered by an individual event. Broadcasts are used for announcements, closures, or promotions. They should be used sparingly to avoid message fatigue.
Example: When a snowstorm closes all offices, the chain sends one broadcast text to every patient with appointments that day.

C

CAN-SPAM Act
The US law that sets rules for commercial email. It requires accurate sender information, a clear way to unsubscribe, and prompt honoring of opt-out requests. Violations can carry significant penalties.
Example: Every marketing email includes the business's physical address and an unsubscribe link, as the CAN-SPAM Act requires.
Capture
The first stage of the MaxDrips pipeline, where data is collected from a business's existing systems. Bookings, visits, move-ins, and account status flow in automatically. Capture removes the need to re-enter information.
Example: When a patient books in the practice management system, Capture picks up the appointment within minutes and starts the right reminder sequence.
Care plan adherence
How closely a patient follows a recommended course of care, such as a series of chiropractic visits. Reminders and check-ins help patients stay on track. Better adherence improves outcomes and practice revenue.
Example: A chiropractic patient on a 12-visit plan receives a text after a missed visit, inviting them to reschedule and stay on plan.
Carrier filtering
Mobile carriers blocking or delaying text messages they judge to be spam or unregistered. Filtering can stop legitimate messages from arriving. Registration, consent, and good content practices reduce the risk.
Example: After switching to a registered 10DLC number, a business sees far fewer reminders lost to carrier filtering.
Channel
The medium used to deliver a message, such as text or email. Different channels suit different messages and customers. Many sequences use more than one channel.
Example: A practice sends confirmations by text for speed and sends detailed pre-visit instructions by email.
Channel switch
A step in a sequence that changes the delivery channel based on rules or results. It can escalate from email to text, or fall back to email when a text cannot be delivered. Switching channels improves reach without extra staff work.
Example: If a payment reminder email is not opened within two days, a channel switch sends the same reminder by text.
Chronic care check-in
A recurring message to patients managing long-term conditions, prompting follow-up visits, tests, or refills. Regular check-ins support continuity of care. They are usually scheduled on a fixed interval.
Example: A medical practice sends quarterly check-in texts to patients who are due for routine follow-up visits.
Click-through rate (CTR)
The percentage of recipients who click a link in a message. It shows how compelling the message and its call to action are. CTR is tracked for both email and text.
Example: Out of 1,000 texts with a booking link, 140 recipients clicked, a click-through rate of 14 percent.
Compliance
Following the laws, carrier rules, and industry standards that govern customer messaging. In the US this includes the TCPA for texts and calls and CAN-SPAM for email, plus HIPAA for many healthcare providers. Compliance protects both customers and the business.
Example: A corporate team locks the opt-out wording in every sequence so all locations stay compliant without editing messages themselves.
Condition
A rule in a sequence that decides which path a contact follows. Conditions can check replies, account status, or whether an appointment was booked. They keep messages relevant to each person.
Example: A condition checks whether the patient has booked; if yes, the sequence stops, and if not, a second reminder is sent.
Contact lens reorder reminder
A message reminding optometry patients when their contact lens supply is likely running low. It is timed from the date and quantity of their last purchase. Reorder reminders keep revenue at the practice instead of online retailers.
Example: Eleven months after buying a year's supply of lenses, a patient receives a text with a link to reorder from the practice.
Conversation inbox
A shared view where staff can read and reply to incoming texts and emails. It keeps two-way conversations in one place instead of on personal phones. Messages are tied to each contact's history.
Example: When a patient replies to a reminder with a question about parking, the front desk answers from the conversation inbox.
Conversion
A desired action a contact takes after a message, such as booking, paying, or leaving a review. Conversions measure whether messaging achieves its purpose. Conversion rate is conversions divided by recipients.
Example: Of 200 patients who received a recall text, 46 booked an appointment, a conversion rate of 23 percent.
Copay reminder
A message telling a patient what they will owe at their visit. It reduces surprises at the front desk and speeds up check-in. It is often sent with the appointment reminder.
Example: Two days before a chiropractic visit, a patient receives a reminder that their copay will be 30 dollars.
Corporate playbook
The standard set of sequences, templates, and rules that a brand provides to all its locations. It keeps messaging consistent and compliant across the network. Locations inherit it automatically.
Example: A new franchise location connects its system and immediately starts using the corporate playbook of 14 approved sequences.
Customer journey
The series of steps and interactions a customer has with a business over time. Mapping the journey shows where messages can help. Sequences are often designed around key journey moments.
Example: A self-storage customer journey runs from reservation to move-in, monthly payments, renewal, and eventually move-out.
Customer lifetime value (CLV)
The total revenue a customer is expected to bring over the full relationship. Engagement that keeps customers returning increases lifetime value. It helps justify spending on retention.
Example: A dental patient who visits twice a year for ten years and accepts recommended treatment has a high lifetime value worth protecting with recall reminders.

D

Delinquency escalation
A sequence of increasingly firm messages sent as a customer's account becomes more past due. It often moves from friendly reminders to formal notices. In self-storage it supports the steps that precede a lien sale.
Example: A storage tenant receives a friendly text at 3 days late, a firmer email at 10 days, and a formal notice at 20 days.
Deliver
The MaxDrips pipeline stage that sends messages by text or email. Messages are timed to the minute and personalized with each customer's details. Delivery follows the rules set in each sequence.
Example: At 9 a.m. local time, Deliver sends 400 personalized confirmation texts across six time zones.
Deliverability
The likelihood that a message actually reaches its recipient. It depends on registration, sender reputation, content, and consent practices. Poor deliverability means messages are lost to spam folders or carrier filters.
Example: After cleaning out old email addresses and authenticating its domain, a practice sees its email deliverability rise significantly.
Delivery receipt
A confirmation from the carrier that a text message was delivered, or a report that it failed. Receipts help diagnose problems and keep reporting accurate. Failed deliveries can trigger a channel switch.
Example: A delivery receipt shows a reminder failed because the number is a landline, so the sequence sends it by email instead.
Double opt-in
A two-step consent process in which a contact signs up and then confirms by replying or clicking a link. It ensures the number or email belongs to the person who agreed. It provides stronger proof of consent.
Example: After entering their number online, a customer receives a text asking them to reply YES to confirm, and only then starts receiving messages.
Drip campaign
A series of automated messages sent over time based on a schedule or a customer's actions. Each message builds on the last and moves the customer toward a goal. Drip campaigns are the core of MaxDrips.
Example: A new veterinary client receives a welcome text, then a wellness plan email a week later, then a vaccine reminder when it is due.

E

EHR (electronic health record)
A digital record of a patient's health information kept by healthcare providers. Engagement tools can connect to an EHR to trigger messages from visits and care events. Access must follow privacy rules.
Example: When a physician records a follow-up order in the EHR, MaxDrips schedules a reminder for the patient to book that visit.
Email authentication
Technical records that prove an email really comes from the sending domain. The main standards are SPF, DKIM, and DMARC. Authentication improves deliverability and protects against spoofing.
Example: A practice adds SPF, DKIM, and DMARC records to its domain so its reminder emails land in the inbox instead of spam.

F

Flat-file sync
Exchanging data through regularly transferred files, such as CSV exports, instead of a live API connection. It is useful for systems without modern APIs. Syncs usually run on a schedule.
Example: An older facility management system exports a nightly file of move-ins and balances that MaxDrips imports each morning.
Franchise
A business model in which independent owners operate locations under a shared brand and system. Franchises need consistent messaging while letting each owner reflect local details. Central control with local customization fits this model.
Example: A franchise brand with 120 locations uses one sequence library while each owner sets their own hours and phone number.
Franchisee leaderboard
A ranking that compares locations on measures such as response rate, bookings, and reviews. It highlights top performers and locations that need support. Friendly competition often improves results across the network.
Example: The franchisee leaderboard shows the Denver location leads in review ratings, prompting other owners to ask how it handles follow-ups.
Frequency cap
A limit on how many messages a contact can receive in a set period. It prevents customers from feeling overwhelmed when several sequences run at once. Caps protect engagement and reduce opt-outs.
Example: A frequency cap ensures no customer receives more than three marketing texts per week, even if they qualify for several campaigns.

H

HIPAA
The US Health Insurance Portability and Accountability Act, which sets rules for protecting health information. Healthcare providers and their vendors must safeguard patient data and limit what is shared. Messages to patients should avoid unnecessary health details.
Example: A reminder says You have an appointment Tuesday at 2 p.m. rather than naming the procedure, keeping sensitive details out of the text.

I

Intake form
A form patients or customers complete before their first visit, collecting contact details, history, and consents. Sending it digitally before the visit saves time at check-in. Completion reminders improve response.
Example: A new patient receives a text with a link to the intake form two days before their first appointment.
Integration
A connection that lets MaxDrips exchange data with another system automatically. Integrations bring in appointments, accounts, and contacts without manual work. Most go live within a couple of weeks.
Example: Through its integration with the practice's dental software, MaxDrips sees each new appointment and starts the confirmation sequence.

K

Keyword
A word that contacts can text to trigger an action, such as STOP, HELP, or a promotional code. Some keywords are required by carriers, while others are set by the business. Keywords make texting interactive.
Example: Texting the keyword HOURS to the office number returns an automatic reply with this week's opening times.

L

Lapsed customer
A customer who has not visited or purchased within an expected period. Lapsed customers are prime targets for re-engagement messages. The definition depends on the business, such as 18 months for a dental patient.
Example: A vet practice flags pets with no visit in two years as lapsed and adds their owners to a re-engagement sequence.
Local customization
Letting each location adjust details such as hours, contact information, and offers within centrally approved messages. The core message logic and compliance language stay locked. It balances brand control with local relevance.
Example: A franchise location in Phoenix adds its own summer hours to the reminder template without changing the corporate wording.
Location
A single physical site of a business, such as one office, clinic, or facility. Messaging, settings, and reporting are often managed per location. Multi-location businesses compare results across them.
Example: A dental group with nine locations reviews reply rates for each one and finds two that need updated templates.

M

Merge field
A placeholder in a message template that is replaced with each contact's details when sent. Common merge fields include first name, appointment time, and location. They make automated messages feel personal.
Example: The template Hi {first_name}, see you {appt_date} becomes Hi Maria, see you Thursday at 3 p.m. when sent.
Message fatigue
When customers receive so many messages that they stop paying attention or opt out. It lowers engagement across all messages. Frequency caps and relevant targeting help prevent it.
Example: After sending daily promotional texts, a business sees its opt-out rate jump, a clear sign of message fatigue.
Message segment
The unit used to measure and bill text messages. A standard SMS segment holds up to 160 characters, and longer messages are split into multiple segments. Special characters can reduce the limit.
Example: A 210-character reminder is sent as two segments, so the business keeps future reminders under 160 characters.
MMS (multimedia messaging service)
A text message that can include images, video, or longer content. MMS supports richer content than SMS but usually costs more per message. It is useful for visual promotions or instructions.
Example: A practice sends an MMS with a map image showing where patients should park during construction.
Move-in welcome
A message sent to a new self-storage tenant right after they rent a unit. It typically confirms access details, gate codes or instructions, and helpful tips. A strong welcome sets the tone for the relationship.
Example: Within an hour of renting a unit, a new tenant receives a text with their gate hours, office number, and a link to set up auto-pay.
Multi-location
A business that operates at more than one site. Multi-location operators need consistent messaging, central reporting, and local flexibility. Engagement tools built for them manage many locations from one account.
Example: A multi-location chiropractic group manages messaging for all 15 clinics from a single account.

N

No-show
A customer who misses a scheduled appointment without canceling. No-shows waste staff time and lose revenue. Reminders and confirmations are the most common way to reduce them.
Example: A clinic that averaged six no-shows a day cuts that number in half after adding two-step text reminders.
No-show recovery
A message sent after a missed appointment inviting the customer to reschedule. It recovers revenue that would otherwise be lost. It works best when sent the same day.
Example: An hour after a missed cleaning, the patient receives a text with a link to pick a new time.

O

Onboarding
The process of setting up a new customer or location so it is ready to use the platform. It includes connecting systems, importing contacts, and activating sequences. Fast onboarding gets results sooner.
Example: A new location's onboarding takes three days: connect the facility system, review templates, and turn on the corporate sequences.
Open API
A documented interface that lets other software connect and exchange data programmatically. Open APIs make custom integrations possible when a ready-made connector does not exist. They support automation across systems.
Example: A franchise's in-house POS team uses MaxDrips's open API to send each completed visit as an event that triggers a thank-you message.
Open rate
The percentage of recipients who open an email. It indicates how well subject lines and timing perform. Privacy features in some email apps can make open rates less precise.
Example: A recall email sent to 2,000 patients is opened by 840, an open rate of 42 percent.
Opt-in
A contact's action of agreeing to receive messages. Opt-in can happen through a form, a keyword text, or a checkbox at signup. It should be recorded with the date and method.
Example: A customer texts JOIN to the business number to opt in to appointment reminders and offers.
Opt-out
A contact's request to stop receiving messages. Texts commonly support replying STOP, and emails include an unsubscribe link. Opt-outs must be honored promptly.
Example: A customer replies STOP to a promotional text and is immediately removed from all future text campaigns.

P

Personalization
Tailoring a message to the individual recipient using their name, appointment details, history, or preferences. Personalized messages get noticeably more engagement than generic ones. Merge fields and conditions make it automatic.
Example: Instead of Your pet is due for a visit, the message says Max is due for his rabies vaccine on June 12.
Pickup notice
A message telling a customer that an order or item is ready to collect. In optometry, it is commonly sent when glasses or contacts arrive. It shortens the time items wait at the office.
Example: As soon as a patient's new glasses arrive, they receive a text saying they are ready for pickup any weekday until 6 p.m.
POS (point of sale)
The system a business uses to record sales and payments at checkout. POS data can trigger thank-you messages, reorders, and loyalty offers. Many franchises run their operations on a POS.
Example: When a franchise customer pays at the POS, a review request is queued for the next morning.
Post-surgery check-in
A message sent after a procedure to see how the patient or pet is recovering. It reassures customers and catches complications early. Check-ins also show care and build loyalty.
Example: The day after a dog's dental surgery, the owner receives a text asking how the dog is eating, with a number to call if anything seems wrong.
Practice management system (PMS)
The core software a healthcare practice uses for scheduling, billing, and patient records. It is the main data source for patient engagement. MaxDrips connects to it rather than replacing it.
Example: A dental office's practice management system holds every appointment, and MaxDrips reads it to send confirmations and recalls.
Preference center
A page where contacts choose which messages they want and on which channels. It gives customers control and reduces full opt-outs. Preferences are applied to every sequence automatically.
Example: A patient uses the preference center to keep appointment reminders by text but stop promotional emails.

Q

Quiet hours
Times of day when non-urgent messages are not sent, such as late evening and early morning. Quiet hours respect customers and help comply with rules on message timing. Messages scheduled during quiet hours wait until the next allowed time.
Example: A sequence step due at 10 p.m. is held by quiet hours and sent at 9 a.m. the next morning in the customer's time zone.

R

Re-engagement
Messaging aimed at bringing back customers who have become inactive. It often includes a reminder of value, an incentive, or an easy way to book. Re-engagement is cheaper than winning new customers.
Example: A chiropractic office sends patients who have not visited in a year a text offering an easy online booking link.
Recall reminder
A message telling a patient they are due for a routine visit, such as a six-month dental cleaning or an annual eye exam. Recalls keep patients on schedule and fill appointment books. They are among the highest-value healthcare messages.
Example: Six months after a cleaning, a patient receives a text saying they are due and a link to schedule.
Reply rate
The percentage of recipients who reply to a text message. It indicates how engaging and conversational a message is. Replies such as confirmations can also update records automatically.
Example: A confirmation text sent to 300 patients gets 210 replies, a reply rate of 70 percent.
Report
The MaxDrips pipeline stage that tracks results. It measures sends, opens, replies, and outcomes such as booked visits, collected payments, filled units, and review ratings by location. Reports show which sequences pay off.
Example: The Report stage shows that the move-in welcome sequence led to 40 auto-pay enrollments last month.
Reputation management
Monitoring and improving how a business is perceived online, especially through reviews. It includes requesting reviews from happy customers and responding to feedback. Strong reputations attract new customers.
Example: A clinic boosts its online rating by requesting reviews from every patient within a few hours of a positive visit.
Review rating
The average star score a business receives in online reviews. It strongly influences whether new customers choose the business. MaxDrips tracks the average review rating as a dashboard measure.
Example: After three months of automated review requests, a location's average review rating rises from 4.2 to 4.7 stars.
Review request
A message asking a satisfied customer to leave an online review. Timing matters: requests sent soon after a good experience get the best response. Requests usually include a direct link to the review site.
Example: Two hours after a vet visit, the owner receives a text thanking them and a one-tap link to leave a review.
Role-based access
A security approach in which each user sees and does only what their role allows. Corporate staff might edit sequences, while location staff view reports. It protects data and prevents accidental changes.
Example: Front desk staff can read the conversation inbox but cannot edit the corporate sequence library.

S

Segmentation
Dividing contacts into groups based on shared characteristics or behavior. Segments let businesses send more relevant messages. Common segments include new, active, lapsed, and high-value customers.
Example: A storage operator segments tenants by unit size and sends climate-controlled upgrade offers only to those in standard units.
Send time optimization
Choosing the time a message is sent to increase the chance it is read and acted on. It can be based on general patterns or on each contact's history. Good timing lifts engagement without changing content.
Example: Reminders sent at 9 a.m. get more replies than those sent at 4 p.m., so the practice moves its send time earlier.
Sender ID
The phone number or name that appears as the sender of a message. A consistent, recognizable sender ID builds trust and improves response. In the US, texts usually show a phone number.
Example: Patients recognize the office's local number as the sender ID and reply to it confidently.
Sender reputation
A score that email providers and carriers assign to a sender based on its history. Complaints, bounces, and spam-like content lower it. A strong reputation keeps messages out of spam.
Example: After removing invalid addresses and reducing promotional volume, a business sees its sender reputation and inbox placement improve.
Sequence
An ordered set of automated messages and rules that runs for each contact who qualifies. It includes messages, wait steps, conditions, and channel switches. Sequences are the building blocks of MaxDrips campaigns.
Example: A dental recall sequence sends a text when the patient is due, an email a week later, and a final text if they still have not booked.
Sequence library
A collection of ready-made sequences for common situations and industries. Businesses can use them as-is or adapt them. A corporate library keeps every location's messaging consistent and approved.
Example: A new veterinary client starts with the library's vaccine reminder and wellness plan renewal sequences instead of writing them from scratch.
Short code
A 5 or 6-digit phone number used for high-volume business texting. Short codes support very high throughput but take longer and cost more to obtain. They are common for national brands.
Example: A national retailer sends promotional texts from a short code because it messages hundreds of thousands of customers at once.
SMS (short message service)
Standard text messaging on mobile phones. SMS reaches nearly every phone and is read quickly, which makes it ideal for reminders and time-sensitive updates. Each message is limited in length per segment.
Example: A patient reads a reminder text within minutes, while the same message by email might wait unread for hours.
Suppression list
A list of contacts who must not receive certain messages, such as those who opted out or whose addresses bounced. Every send is checked against it automatically. It protects compliance and sender reputation.
Example: A customer who unsubscribed last month is on the suppression list, so they are skipped when a new email campaign goes out.

T

TCPA
The US Telephone Consumer Protection Act, which regulates calls and text messages to consumers. It generally requires consent for automated texts, especially marketing messages, and honoring opt-out requests. Violations can result in significant damages.
Example: To comply with the TCPA, a business sends promotional texts only to contacts who have given express written consent.
Template
A reusable message with fixed wording and merge fields for personal details. Templates keep messages consistent, approved, and quick to deploy. They are used inside sequences.
Example: The reminder template includes the practice name, merge fields for date and time, and the standard opt-out line.
Toll-free texting
Sending business texts from a toll-free number, such as one starting with 800 or 888. Toll-free numbers must be verified for texting. They suit businesses that serve customers across many regions.
Example: A national franchise verifies a toll-free number so all locations can text customers from one recognizable sender.
Top sequences
A dashboard view ranking sequences by results, such as replies, bookings, or payments. It shows which automations deliver the most value. Teams use it to decide what to expand or improve.
Example: Top sequences shows the no-show recovery sequence produces more rebooked visits than any other campaign.
Transactional message
A message about a specific transaction or relationship, such as an appointment confirmation or payment receipt. Transactional messages are treated differently from marketing messages under many rules. They should stay focused on the transaction.
Example: A payment receipt text confirming a storage tenant's monthly payment is a transactional message.
Treatment plan follow-up
A message encouraging a patient to schedule recommended treatment they have not yet booked. It helps patients get needed care and recovers unscheduled revenue. Follow-ups are often sent in a short series.
Example: A week after a dentist recommends a crown, the patient receives a text inviting them to book the procedure.
Trigger
An event that starts a sequence or a message. Triggers include a new booking, a move-in, a missed appointment, or a balance becoming past due. They make messaging timely and automatic.
Example: A missed appointment in the practice system triggers the no-show recovery sequence within an hour.
Two-way texting
Text messaging where customers can reply and staff can respond, creating a conversation. It is more personal and effective than one-way blasts. Replies can also update records automatically.
Example: A patient replies to a reminder asking to move to the afternoon, and staff reschedule them by text.

U

Unit upsell
Offering a self-storage tenant a larger, better located, or climate-controlled unit. Upsell messages are timed to when needs are likely to change. They increase revenue per tenant.
Example: Three months after move-in, a tenant in a 5x10 unit receives a text offering a discounted upgrade to a 10x10.

V

Vaccine reminder
A message telling a pet owner that a vaccination is due. It is timed from the pet's vaccination history. Vaccine reminders protect pet health and keep the practice's schedule full.
Example: A cat owner receives a text two weeks before the rabies vaccine expires, with a link to book.

W

Wait step
A pause in a sequence before the next message or action. Wait steps control timing, such as waiting three days after a visit before asking for a review. They can be fixed or based on events.
Example: A sequence includes a wait step of seven days between the first and second recall reminders.
Wellness plan renewal
A reminder that a pet's or patient's prepaid wellness plan is about to expire. It encourages renewal before coverage lapses. Renewals provide predictable recurring revenue.
Example: A month before a puppy's wellness plan ends, the owner receives a text explaining the benefits and a link to renew.