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Re-engage Inactive Patients by Email

Prefer a template? Install the bundle.

Build a Member re-engagement Journey
Invite inactive Members back, then check in once more after three days. Read the transcript

Build one email invitation and one follow-up check for Members whose program status is Inactive. The Journey ends when their status becomes Participating or Opted out. It does not infer status from an email reply.

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 that outreach is authorized for this program and its Members.
  • Prepare an authorized email Inbox, approved message text, and a named outreach coordinator who can receive internal notifications.
  • Create a Re-engagement Form with an admin-only Enum field named Participation status and values Inactive, Participating, and Opted out. Keep one current record per Member and update it when the program status changes.

Build the Journey​

  1. In Journeys, create a Journey V2 and name its first step.
  2. Set Auto Enroll to the Form condition Participation status is Inactive. Only Members with that recorded value enter this Journey.
  3. Add a Send Email Action to the first step. Select the authorized Inbox and write the program's invitation, including how to stop future outreach.
  4. Add a step after the invitation with a 3 day delay.
  5. Add two routes after the delay. The matching route checks whether Participation status is still Inactive; the other route handles a status that does not match.
  6. Add one follow-up Send Email Action to the still-inactive route. Add an internal notification to the named outreach coordinator on the other route; do not add a Member email there.
  7. Add independent End Conditions for Participating and Opted out. Either condition ends the Journey before another invitation is sent.
  8. Review the recipient Inbox, consent and opt-out process, coordinator, and message content. Test in a draft with synthetic Members before activating enrollment or email Actions.

Test with synthetic Members​

Test these paths in a draft Journey:

  • An Inactive Member enters and reaches the invitation step.
  • If the status stays Inactive through the three-day delay, the one follow-up email step becomes eligible.
  • If the status changes to Participating or Opted out, its End Condition stops the Journey.
  • If the status is unset when the check runs, the other route notifies the coordinator and sends no Member email.

The configured Actions do not prove email delivery. Confirm the Inbox and notification permissions before enabling the Journey.

Optional: use the free Journey Bundle​

The Bundle is a separate starting point: automatic enrollment is off, emails are inactive, and a review label replaces the manual Journey’s direct coordinator notification. It checks the recorded status at entry and once after three days. See the Re-engagement Bundle details before installing it.