Lead & Patient Nurture Location Personalization

Prerequisites (Before You Start)

• Each location has been provisioned a dedicated Twilio phone number inside the account

• Each location's number is visible under Settings → Phone Numbers

• Custom Values or Custom Fields exist (or will be created) for each location's name, address, scheduling link, and phone number

• The master lead nurture and patient nurture workflows already exist in the account

Step 1 — Confirm Location Phone Numbers

1. Go to Settings → Phone Numbers

2. Confirm each location has its own number assigned and is active

3. Note each number and which location it belongs to — you'll need this in Step 3

Step 2 — Duplicate the Master Nurture Workflows

You'll create one set (lead + patient nurture) per location.

1. Go to Automation → Workflows

2. Find the master Lead Nurture workflow

3. Click the three-dot menu → Duplicate

4. Rename it clearly: e.g., Lead Nurture — [Location Name]

5. Repeat for the Patient Nurture workflow: Patient Nurture — [Location Name]

6. Repeat this process for each location

Step 3 — Assign the Correct Phone Number to Each SMS Action

This is the critical step that ensures SMS sends from the right location number.

Inside each duplicated workflow:

1. Click into each Send SMS action

2. Look for the "From Number" field

3. Change it from the default number to the correct location's Twilio number

4. Save the action

5. Repeat for every SMS step in the workflow

Important: If the "From Number" is left on the default, all SMS will send from the main account number regardless of which workflow fires. This is the most common mistake in multi-location setups.

Step 4 — Update Location-Specific Custom Values in Templates

Each location's workflow should reference that location's details. Update the following inside each duplicated workflow's SMS and email steps:

Field

What to Update

Reference the help article at help.aesthetixcrm.com for how to update SMS and email templates using Custom Values.

Step 5 — Set Up Workflow Triggers (Location Filtering)

Each location's workflow must only fire for contacts associated with that location. Set the trigger conditions accordingly:

1. Add a Filter/Condition to the workflow trigger based on how locations are tracked in this account. Common options:

   • Custom Field (e.g., "Location" = "Beverly Hills")

   • Tag (e.g., tag = location-beverly-hills)

   • Pipeline / Opportunity assigned to a location-specific pipeline

2. Confirm that the intake forms or lead sources are already tagging/assigning contacts to the correct location — if not, this needs to be resolved upstream before the workflow will route correctly

Flag: If contacts aren't currently being tagged or assigned by location, you'll need to audit the lead capture forms and update them before these workflows will work correctly. Escalate to the onboarding lead if this is the case.

Step 6 — Test Before Publishing

For each location workflow:

1. Keep the workflow in Draft mode

2. Create a test contact and assign them to the location (via tag or custom field)

3. Manually enroll the test contact in the workflow

4. Confirm:

   • SMS sends from the correct location number

   • Email sends from the correct from-name/address

   • Scheduling links and custom values populate correctly

5. Once confirmed, set the workflow to Published

Step 7 — Document Each Location's Setup

Update the internal tracking sheet (or client onboarding notes) with:

• Location name

• Twilio number assigned

• Workflow names (lead nurture + patient nurture)

• Trigger logic used (tag, custom field, etc.)

Date activated

Escalation flags:

• If contacts aren't being attributed to a location at intake, this is a forms/workflow upstream problem — loop in whoever owns lead capture

• If the account only has one Twilio number total, phone provisioning needs to happen first (Settings → Phone Numbers → Add Number). Escalate to the team member handling Twilio if numbers haven't been provisioned yet