Marketing
The /marketing page: draft and send campaigns, turn on automated flows, and pick a linked client for patient audiences.
Marketing is where your network emails or texts people — 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 an active phone number. Patient texts use the linked client's number; staff or network-only texts use the network number. 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. There is no GEN Health fallback from-address.
Who can open Marketing?
Provider Network Admin always. Provider and Provider Delegate only when Provider can send marketing is ticked on that person's profile. Without it the page is Access Denied — Ask an administrator for marketing access.
Why must I pick a linked client for patients?
Patient audiences never cross tenants. All patients and Everyone show Linked client with placeholder Select a client. Send will not estimate an audience until one is chosen. Staff-only audiences do not need a client.
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.
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.
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. Pick a linked client for patient audiences, or confirm people have an email or phone for the channel. The cap is 2,000 people.
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 Preview on the right before you save.
Where to find it
Left menu → Marketing. Direct link: /marketing. Visible to: Provider Network Admin; Provider and Provider Delegate 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.
Patient audiences require one linked client. Patient SMS uses that client's Twilio number; staff and network-only SMS uses the network number. GEN Health will not send from a @gen-health.app address.
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. |
| 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.
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: {{first_name}}, {{business_name}}.
Choose the audience
Audience is All patients, All staff, Everyone, By role, or Picked people. For patients or everyone, set Linked client. Roles: Patients, Network Admin, Provider, Provider Delegate. Picked people: search Search by name or email.
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.
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 a days field. There is no Review request trigger on a network.
Write the message and save
Same channel and content fields as a campaign. Click Create flow. A new flow starts paused.
Turn it on
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. | Empty |
| Channel | Email, Text message, Email and text. | |
| Subject line | Email subject. | Empty |
| Sender name | From-name on email campaigns. | Empty |
| Reply-to (optional) | Where replies go. | Empty |
| Audience | Who is eligible. | All patients |
| Linked client | Which client the patient audience is drawn from. | Unset — Select a client |
| 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. | 3 |
| Turn this flow on | Active or paused. | Off (paused) |
| Schedule for (optional) | Future send time. | Empty (send now) |
| Provider can send marketing | Per-person grant on the Provider profile. Not on this page. | Off |
Statuses you will see here
| Status | Where | What it means |
|---|---|---|
| draft | Campaign | Saved, not sent. |
| scheduled | Campaign | Waiting for the time in When. |
| sending | Campaign | Delivery is in progress. |
| sent | Campaign or recipient | The send finished. |
| cancelled | Campaign | A schedule was cancelled. |
| 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 | In the audience but not sent. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| Access Denied | You are a Provider or Delegate without Provider can send marketing. | Ask a Provider Network Admin to tick it on your profile. |
| Email or text options greyed out | The sending domain or phone number is not active. | Click Open settings. Patient SMS also needs the linked client's number. |
| Email is blocked until this organization’s sending domain is active. | The network domain is not live. | Finish domain setup under Settings → branding. |
| 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. | No linked client, or nobody has an address for that channel. | Set Linked client for patient audiences, or widen the audience. |
| 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. | Click New campaign or New flow. |
| No campaigns match these filters | Search or pills hid every row. | Click Clear filters. |
| You cannot find a Review request trigger | That trigger is Business-only. | Use After a visit or another listed trigger. |
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