Skip to main content

Heart Health Callback Requests

Prefer a template? Install the bundle.

Build a heart health callback Journey
Offer a callback, then route requests to a heart health coordinator. Read the transcript

Offer a callback to Members already enrolled in your heart health program. Wait for a recorded answer and alert a named coordinator when a Member requests contact. This Journey does not assess symptoms or schedule a call.

Before you start​

  • Before using real health data, confirm Gravity Rail has authorized the intended workspace and services for PHI; see Using Gravity Rail with PHI. Use synthetic data until authorization is confirmed.
  • Confirm program enrollment, consent to contact, and the approved callback message.
  • Prepare an authorized email Inbox, a named Heart Health Coordinator, and the team's response interval and processing hours.
  • Create a Heart health check-ins Form with an unset Boolean Callback requested field and one current record per Member.
  • Create the Heart health check-ins · Enrolled label and apply it only to Members enrolled in the program with consent to contact.

Build the Journey​

  1. In Journeys, create a Journey V2 and name its first step.
  2. Set Auto Enroll to the Heart health check-ins · Enrolled label.
  3. Add a Send Email Action to the first step. Ask whether the Member wants a callback using the authorized Inbox and approved message.
  4. Add a step after the email. Set Continue When to Field is set for Heart health check-ins → Callback requested. This waits for a saved answer; it is not a timed delay.
  5. Add True and False routes. Under If no route matches, choose Keep waiting here so Members wait until the Form field has a value.
  6. On True, notify the named Heart Health Coordinator and send an email acknowledging the request. On False, send a short thank-you email.
  7. Let both routes reach the Journey's normal End. Keep callback scheduling in the team's existing process.
  8. Review eligibility, consent, the Inbox, message text, coordinator access, and response interval. Test the draft with synthetic Members before enabling enrollment or emails.

Test with synthetic Members​

  • true waits for the recorded answer, then makes the coordinator notification and acknowledgment email eligible.
  • false makes only the thank-you email eligible.
  • An unset value stays at the wait and sends no Member email until it changes.

Configured Actions do not prove email delivery or that a callback took place. Use the team's established clinical process for urgent symptoms.

Optional: use the free Journey Bundle​

The Bundle is a separate starting point: automatic enrollment is off, its emails are inactive, and review labels replace the manual Journey’s coordinator notification. It checks the recorded callback value at entry and once after seven days; it does not schedule calls. See the Heart Health Bundle details before installing it.