


THE PROBLEM
You’ve got a database of past patients. You can send texts.
But the moment replies start coming in, your team slows down, overthinks responses, or leaves messages sitting too long.
THE PROMISE
This playbook gives you:
12 copy/paste replies for the most common patient responses
A simple decision tree so staff always know what to send next
A front desk handoff so callback windows don’t get lost
Give your front desk a set of caring replies that sound natural and stay compliant
Turn “yes”, “maybe”, and “what’s this about?” into a clear next step fast
Every template leads to one outcome: a booked callback window
No long text conversations. No typing essays between patients
Use the mini decision tree + tracking tags so the inbox stays organised
Your diary gets filled from the patients already in your system

The Starter Text Pack (what to send past patients first)
The Mini Decision Tree (reply type → template → callback window → outcome tag)
12 copy/paste replies for:
Yes / keen
Not now
How much?
I’m in pain
Who is this?
Do you have availability?
What’s this about?
Maybe next week
I moved
Already seeing someone
I’ll call you
STOP
The Front Desk Callback List fields + call attempt rules
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