Marketing
The /marketing page: draft and send campaigns, turn on automated flows, and read who received each message.
Marketing is where you email or text people in your organisation — one-off campaigns you send yourself, and flows that send after a visit or other trigger.
Questions people ask about this page
Email or Text message is greyed out. Why?
The channel is blocked until the matching send path is live. Email needs a verified sending domain whose status is active. Text needs GEN to provision a phone number that is active. The banner reads Email stays off until a sending domain is verified in Settings. or Text stays off until GEN provisions an active phone number. Click Open settings on the banner. There is no GEN Health fallback from-address.
Who can open Marketing?
Client Admin always. Client Staff only when a Client Admin ticks Allow Client Staff users to send marketing on Settings → patient experience. Without that grant the page is Access Denied — Ask an administrator for marketing access.
I sent the campaign. Why do recipients still say queued?
Open the campaign row. The detail lists each person with sent, failed, or skipped. A leftover queued badge on a campaign that already reads sent is treated as sent. Refresh if the table still looks stale.
Can I unsend a campaign?
No. Once it is sending or sent, the messages are out. You can Cancel schedule only while the row is still scheduled — it returns to draft. A sent email cannot be pulled back; a delivered text cannot be retracted.
The audience count is zero. Can I still send?
No. Send now stays blocked with No one currently matches this audience. Update the audience before sending. Change Audience, or confirm the people have an email or phone for the channel you picked. The cap is 2,000 people.
Do the emails use our branding?
Yes, once the sending domain is active. Campaign and flow emails wrap with your email theme — logo, accent, and layout from Settings. Campaigns add an unsubscribe link; flows do not. Already-sent mail is not rewritten if you change the theme later.
What does Write or rewrite do?
It is the AI control on the email editor. With no text selected it drafts a body from a blank editor. With a selection it rewrites that span. Review the result before you save — the preview on the right is what people receive.
Where to find it
Left menu → Marketing. Direct link: /marketing. Visible to: Client Admin; Client Staff only with the send-marketing grant. The heading reads Marketing, with the sub-line Send campaigns and automated messages to people in this organization. The book-icon button in the bottom-right of this page (tooltip Marketing guide) opens this guide.
Email and text stay off until the domain or phone number is active. GEN Health will not send from a @gen-health.app address on your behalf.
What is on this page
| What you see | What it does |
|---|---|
| New campaign / New flow | Top right. Which button you get depends on the tab. |
| Tabs | Campaigns · Flows |
| Search | Campaigns: Search name, audience, or subject. Flows: Search name or trigger. |
| All statuses | Campaigns: Draft, Scheduled, Sending, Sent, Cancelled. Flows: Active, Paused. |
| All channels | Email, Text message, Email and text. |
| Date | Campaigns only. Filters by send or sent time. |
| All triggers | Flows only. |
| Campaign columns | Campaign · Channel · Delivered · When · Status · row menu |
| Flow columns | Flow · Trigger · Channel · Status · row menu |
| Campaign row click | Opens send history and recipient status. Flow rows are not clickable. |
| Campaign row menu | Edit (draft or scheduled) · Send (draft) · Cancel schedule (scheduled) · Delete (draft or cancelled) |
| Flow row menu | Edit · Pause / Turn on · Delete |
How to send a campaign
Open Marketing
In the left menu, click Marketing. Stay on Campaigns.
Start a draft
Click New campaign. The dialog New campaign opens — Compose the message, choose who receives it, and preview before saving.
Name it and pick a channel
Fill Campaign name. Set Channel to Email, Text message, or Email and text. A blocked option is greyed out.
Write the message
For email: Subject line, Sender name, optional Reply-to, then Email content. Use Write or rewrite if you want a draft. For text: Message or Text message, 1,600 characters. Merge tags on the page: {{first_name}}, {{business_name}}.
Choose the audience
Audience is All patients, All staff, Everyone, By role, or Picked people. Roles: Patients, Client Admin, Client Staff. Picked people: search Search by name or email and tick names. The line under the picker is the live count.
Check the preview
On a wide screen the Preview sits to the right of the form. On a narrow screen it stacks under the form.
Save, then send
Click Save draft. On the row menu click Send. Confirm Send this campaign now? or set Schedule for (optional) and click Schedule. The time must be at least one minute from now.
How to turn on a flow
Open the Flows tab
Click Flows, then New flow.
Set the trigger
Fill Flow name. Trigger is After a visit, Birthday, Missed appointment, Inactive client, or New client welcome. Triggers that wait use Days after visit, Days after no-show, or Days without a visit.
Write the message and save
Same channel and content fields as a campaign. Click Create flow. A new flow starts paused.
Turn it on
In the editor, switch Turn this flow on, or use the row menu Turn on and confirm Turn this flow on?
Every setting on this page
| Setting | What it controls | Default |
|---|---|---|
| Campaign name / Flow name | The label in the table. Not shown as the email subject. | Empty |
| Channel | Email, Text message, Email and text. | |
| Subject line | Email subject. Hidden on text-only. | Empty |
| Sender name | From-name on email campaigns. | Empty |
| Reply-to (optional) | Where replies go. | Empty |
| Audience | Who is eligible. | All patients |
| Roles | Which roles, when Audience is By role. | None |
| People | Named recipients, when Audience is Picked people. | None |
| Trigger | What starts a flow. | After a visit |
| Days field | How long after the trigger. Label follows the trigger. | 3 |
| Turn this flow on | Active or paused. | Off (paused) |
| Schedule for (optional) | Future send time on the send dialog. | Empty (send now) |
| Allow Client Staff users to send marketing | Staff access. Lives on Settings → patient experience, not on this page. | Off |
Statuses you will see here
| Status | Where | What it means |
|---|---|---|
| draft | Campaign | Saved, not sent. You can edit, send, or delete it. |
| scheduled | Campaign | Waiting for the time in When. Cancel schedule to return it to draft. |
| sending | Campaign | Delivery is in progress. |
| sent | Campaign or recipient | The send finished. Open the row for per-person status. |
| cancelled | Campaign | A schedule was cancelled. You can delete it. |
| active / paused | Flow | Sending on trigger, or not. New flows start paused. |
| queued | Recipient | Not yet written as sent. On a sent campaign the page shows this as sent. |
| failed | Recipient | That person did not get the message. |
| skipped | Recipient | They were in the audience but were not sent — often no address for the channel, or unsubscribed. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| Access Denied | You are Client Staff without the send-marketing grant, or the route was removed for your role. | Ask a Client Admin to tick Allow Client Staff users to send marketing. |
| Email or text options greyed out | The sending domain or phone number is not active. | Click Open settings and finish domain setup, or wait for GEN to provision a number. |
| Email is blocked until this organization’s sending domain is active. | You chose an email channel before the domain was live. | Verify the domain, then send again. |
| Text messages are blocked until GEN provisions an active phone number. | Twilio is missing or has no number. | Ask GEN. You cannot type a from-number here. |
| No one currently matches this audience. | The filter has no people, or nobody has an email or phone for that channel. | Widen the audience or pick a different channel. |
| Choose a time at least 1 minute from now, or clear the schedule to send now. | The schedule is in the past or too soon. | Clear Schedule for or pick a later time. |
| No campaigns yet / No flows yet | Empty list, not a filter. | Click New campaign or New flow. |
| No campaigns match these filters | Search or pills hid every row. | Click Clear filters. |
| Delivered shows — | The campaign has not sent, or no count is stored yet. | Open the row after send. Opened and clicked counts are not on this page. |
| You cannot find a Review request trigger | That trigger is Business-only. | Use After a visit or another listed trigger. |
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