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Recovery Follow-up

Prefer a template? Install the bundle.

Build a recovery appointment support Journey
Offer a check-in, then route appointment help to scheduling. Read the transcript

Send a recovery check-in to Members already in the program. Wait for the recorded Appointment help answer and route requests to a named scheduling coordinator. This Journey does not book an appointment or assess recovery.

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 approved recovery messaging.
  • Prepare an authorized email Inbox, a named Scheduling Coordinator, and the team's response interval and processing hours.
  • Create a Recovery check-ins Form with an unset Boolean Appointment help field and one current record per Member.
  • Create the Recovery check-ins · Enrolled label and apply it only to Members enrolled in the recovery 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 Recovery check-ins · Enrolled label.
  3. Add a Send Email Action to the first step asking whether the Member needs help arranging an appointment.
  4. Add a step after the email. Set Continue When to Field is set for Recovery check-ins → Appointment help. The Journey waits for a saved answer; it does not use a timer for this wait.
  5. Add True and False routes for the Boolean field. Under If no route matches, choose Keep waiting here so Members wait until an answer is recorded.
  6. On True, notify the named Scheduling Coordinator and email the Member that scheduling will review the request. On False, send a note explaining how to ask for help later.
  7. Let both routes reach the Journey's normal End. Appointment booking remains in your scheduling process.
  8. Review consent, the Inbox, message content, coordinator access, and the response interval. Test the draft with synthetic Members before enabling enrollment or emails.

Test with synthetic Members​

  • true waits for the saved answer, then makes the scheduling notification and acknowledgment email eligible.
  • false makes only the note about asking later eligible.
  • An unset field stays at the wait and sends no Member email until it changes.

Configured Actions do not prove that an email arrived, an appointment was booked, or a request was handled. Keep urgent concerns in your existing clinical process.

Optional: use the free Journey Bundle​

The Bundle is a separate starting point: automatic enrollment is off, its emails are inactive, and a review label replaces the manual Journey’s direct notification. It checks appointment-help status at entry and again after three days; it does not book appointments. See the Recovery Follow-up Bundle details before installing it.