Best Practices User Guide

Front Desk / Patient Coordinator

1. INBOX

   • Top Priority: Maintain the Unread Inbox by replying to or marking messages as read. Help Articles

   • FAQ: Why don’t I see an Unread message for the New Lead? 

     • Automated outbound messages for new leads show in the All Inbox (not Unread). If the lead replies, it will show in Unread.

   • Pro Tips: 

     • Use My Inbox to only show assigned leads. 

     • Apply Filters by Channel

     • Star important conversations

     • Schedule messages for future send

     • Reference Contact Details for Treatment of Interest, Source, Lead or Patient, and more. Notes include contact activity.

2. TASKS

   • Top Priority: Complete tasks once assigned & due. Help Articles

   • Pro Tips: 

     • Filter tasks by Assignee and Status

     • Sort by Due Date

     • Create new tasks to manage pending to-dos

3. INTERNAL COMMENTS & NOTES

   • For internal communication, leverage “Internal comments” or notes via the inbox or contact card.

4. PIPELINE

   • No manual action needed if your EMR is integrated.

   • Update Opportunities manually if you do not have an integrated EMR.

   • FAQ: Why am I “missing” opportunities? 

     • Check Advanced Filters and remove any filters, such as Status = Open.

   • FAQ: Do you automatically create opportunities for “everything?” 

     • Opportunities are not created for all contacts that enter the CRM.

     • Opportunities are auto created with form submissions connected to Lead Capture Workflows.

     • Non-Connected Lead Sources (Most Common): Phone Calls, Instagram DMs, Facebook Messages, Word-of-Mouth Referrals 

     • EMR Integration: Opportunities are auto updated by Appt. Status

   • Pro Tip: Manually Create Opportunities for Calls/DMs Who Do Not Schedule

     • What do we do if the lead (Phone Call or DM) does not convert?

     • You may manually enroll the contact in the lead nurture workflow by adding the Treatment of Interest and the tag “manual” 

     • If you do not wish to enroll the contact in an automated workflow, simply manually create the opportunity and a task.

MARKETING

1. Text Message Marketing

   • Send SMS Campaigns

   • Know Cost Impacts: SMS Messaging Calculator

2. Email Marketing 

   • Warm-Up Email: Email Warm-up Template

   • Create and Deploy Email Templates & Campaigns

3. Social Media Marketing

   • Use the Social Planner to create, plan, and schedule social media content.

4. Google Ads Management

   • Connect new campaigns: Google Ads Setup Guide

5. Meta Ads Management

   • Connect new campaigns: Facebook Ads Setup Guide

ADMIN

1. Staff Management

   • Manage Staff: Add/Update User Permissions

   • Enroll Staff in Aesthetix Academy

   • Attend Live Training

   • Changes in Lead Assignment? Update the Global User Assignment

   • If Turnover, leverage Re-Assignment Automation

2. Reporting

   • Leverage Dashboards and Reporting to monitor KPIs.

3. AI Employee

   • Update your AI Knowledge Base & improve AI Conversations 

4. New Campaigns

   • Ensure ALL Lead Forms are connected to Workflows. How-To

5. Website Updates

   • Forms: Ensure ALL Forms are connected to Workflows. How-To

   • Domains/DNS: If changes are made to the DNS, please contact support for reconnection.

6. Integrations

   • Periodically check Integrations Settings to ensure connection. You should be notified via email (this occurs if login credentials have changed to platforms such as Google or Meta).

   • Appointment Type Changes (for Multiple Pipelines): if you add or modify appointments in your EMR - please email [email protected] to ensure pipeline integrity.

7. Locations

   • If expanding to new locations, notify support so your EMR integration and Reviews automation may be updated.