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📱 SMS Automation

The post-visit sequence that runs itself. Every time.

Patient scans the QR at check-out. Spokk takes over. Feedback request at 2 hours. Reminder at 24 hours. Review nudge at 3 days. Referral invitation at 20 days. Smart skip logic so nothing sends twice. Your staff does nothing.

Start free 14-day trialSee how automation works

No credit card required · 150 SMS included in trial · QR code ready in minutes

98%

SMS open rate vs 20% for email — your message actually gets read

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45%

healthcare SMS response rate when sent at the right time post-visit

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2h

optimal post-visit send time — when the patient is home and feeling better

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30 min

average urgent care wait vs 4 hours at the ER — your value prop is enormous

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The complete post-visit sequence, step by step

Every step has a purpose. Every step checks what already happened before it fires. Here's exactly what the sequence does and why the timing is set the way it is.

Feedback request2 hours post-visit

"Hi {{name}}, thanks for visiting {{center}} today! How was your experience? 30 seconds: {{link}}"

Two hours is the sweet spot. The patient is home, probably starting to feel better (medication kicking in), but the visit is still vivid. Stress has passed. The emotional window for an honest, thoughtful rating is open.

Gentle reminder24 hours post-visit

"Hi {{name}}, just a quick follow-up from your visit yesterday. We'd love your feedback: {{link}}"

For patients who missed the first message (busy, distracted, saw it but forgot). Skipped entirely if they already submitted feedback. One follow-up is all you need — any more feels like pestering.

Google review nudge3 days post-visit

"Hi {{name}}, if you have a moment, a Google review would help others find us: {{link}}"

Patients who completed feedback and were positive get a gentle nudge toward Google. Skipped if they already clicked the review link during their feedback flow, or if they never submitted feedback. This step is purely additive.

Referral invitation20 days post-visit

"Hi {{name}}, know someone who might need urgent care? Share your code and you both get a reward. Code: {{code}}"

20 days is intentional. The patient has had time to tell friends and family about their experience. The referral message arrives when the goodwill from a positive visit is still active but the immediate recovery phase is long past.

Smart skip logic in action

✓Patient submits feedback after Step 1 → Step 2 reminder is automatically skipped
✓Patient clicks the Google review link during feedback flow → Step 3 review nudge is skipped
✓Patient never submits feedback → Step 3 review nudge is skipped (no feedback to work from)
✓All skip decisions are automatic — your staff makes zero manual decisions

How the automation triggers — multiple options for urgent care workflows

Different urgent care centers have different workflows. Some want zero staff involvement. Others want to integrate with their existing software. Spokk handles all of it.

📱

QR code at check-out

Most common

Patient scans the QR when leaving. Sequence starts immediately. Zero staff involvement. Works for any patient — no app install required.

💻

Spokk dashboard (manual)

Staff enters the patient's name and phone number directly. Useful for high-touch situations or when patients can't scan.

🔌

REST API

Connect your practice management software directly. When a visit closes in your system, Spokk automatically starts the sequence. No manual steps.

⚡

Zapier / Pabbly

No-code automation connectors. If your EMR or scheduling software connects to Zapier, you can trigger Spokk automatically without writing any code.

Why SMS beats every other follow-up channel for urgent care

Email is easy to ignore. In-clinic paper surveys get completed by a fraction of patients. Asking at checkout produces socially desirable answers, not honest ones. SMS is different.

98% of SMS messages are opened, compared to about 20% for email. And healthcare SMS messages have a 45% response rate when sent at the right time. That's not because patients love SMS surveys. It's because a text message from a healthcare provider two hours after a visit feels like a personal follow-up. The channel signals that you care.

The feedback form is mobile-optimized and takes 90 seconds. There's no app to download, no login to create, no survey platform to navigate. One tap from the SMS. Rate. Comment. Done. The lower the friction, the higher the completion rate. And the higher the completion rate, the more reviews you generate, the more service recovery you catch, and the more referrals you trigger.

Spokk provisions a dedicated toll-free SMS number for your center (in the US and Canada). That means messages come from a consistent, recognizable number — not a random short code patients ignore. Patients start to recognize your number. Over time, they know that text is from your center.

More for urgent care centers

⭐

Google Reviews

Turn every visit into a 5-star review automatically.

💬

Patient Feedback

Capture wait times and provider issues before they go public.

🏆

Loyalty Program

Convert emergency visits into preferred-provider relationships.

📊

Staff Performance

Per-provider ratings from real patient feedback.

🎥

Testimonials

Real stories from patients who needed help and got it.

🔗

Referral Program

Turn happy patients into your best marketing channel.

Frequently asked questions about SMS automation for urgent care

What is the default SMS automation sequence for urgent care?+
The default Spokk sequence for urgent care is: feedback request 2 hours post-visit, feedback reminder at 24 hours (skipped if already submitted), Google review nudge at 3 days (skipped if review link was already clicked or no feedback was submitted), and referral invitation at 20 days. Every step is customizable.
How does the automation trigger at an urgent care center?+
The easiest method is a QR code at your check-out desk. The patient scans it when leaving and the sequence starts automatically. Other trigger options include: manual entry in the Spokk dashboard, REST API integration with your practice management software, Zapier or Pabbly automation, and HubSpot integration.
What is smart skip logic and why does it matter for urgent care?+
Smart skip logic means each step in the sequence checks what has already happened before sending. If a patient already submitted feedback, the reminder is skipped. If they already clicked the review link in their feedback flow, the 3-day review nudge is skipped. This prevents awkward repeat messages to patients who have already engaged.
Why is 2 hours the optimal time to send the feedback SMS after an urgent care visit?+
Two hours post-visit hits the patient when they are home, feeling better (medication or treatment has started working), but the experience is still fresh. Sending it immediately after the visit catches them while still stressed. Sending it the next morning means they've slept and the emotional detail has faded. Two hours is the optimal window.
Is SMS messaging compliant with patient communication regulations?+
Yes. Spokk collects general satisfaction feedback and sends non-clinical messages. Patients opt in to SMS communications when they scan the QR code. No protected health information is transmitted via SMS. The messages contain the patient's name and a secure link — no clinical details, diagnoses, or treatment information.
Can I customize the SMS messages?+
Yes. Every message in the sequence is fully customizable in your Spokk dashboard. You can edit the message text, adjust timing, turn individual steps on or off, and add custom steps. The default templates are optimized for urgent care based on response rate data, but you can tailor everything to your center's voice.
How does Spokk handle patients who don't respond to the first feedback SMS?+
The sequence includes a gentle reminder at 24 hours for patients who did not submit feedback. After that, the 3-day review nudge goes out for patients who received feedback but haven't left a Google review. The sequence is designed to be persistent without being annoying — maximum three follow-up touchpoints before the referral message at 20 days.
Does the automation work for multi-location urgent care groups?+
Yes. Multi-location groups configure each location separately in Spokk with its own Google review link, feedback form settings, and staff list. The automation sequences run independently per location. You have both per-location dashboards and aggregated group-level reporting.
What dedicated phone number does Spokk use to send SMS?+
For US and Canadian urgent care centers, Spokk provisions a dedicated toll-free SMS number for your center so all messages come from a consistent, recognizable number. International centers can bring their own Twilio number. Using a consistent dedicated number (rather than a shared short code) improves deliverability and patient recognition.
How quickly can I get the automation up and running?+
Most urgent care centers are fully set up in under 15 minutes. Add your Google review link, configure the feedback form, activate the automation sequence, and print your QR code. The first automated messages go out 2 hours after the first patient scans the QR.

Starter

For solo operators & small teams

$49/month

Billed $588/year

250 customers / month

Unlimited SMS included

  • 250 customers / month
  • 1 manager + 1 staff member
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

Growth

For growing businesses & teams

$82/month

Billed $984/year

500 customers / month

Unlimited SMS included

  • 500 customers / month
  • 2 managers + 2 staff members
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

Pro

For high-volume businesses

$166/month

Billed $1992/year

1,500 customers / month

Unlimited SMS included

  • 1,500 customers / month
  • 3 managers + 5 staff members
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

All plans include a 14-day free trial. No charge until your trial ends. Questions?