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Launch a Patient Reactivation Campaign

Your inactive patients are your quickest production gain. Your AI New Patient Coordinator reaches out by text and call to bring them back to your schedule.

“But we already run SMS campaigns, what’s different?”

💡 The difference is your AI New Patient Coordinator follows up instantly, turning texts into real conversations instead of one-way blasts. And you're not limited to texts: it can also call your inactive patients. On average, clients see an 82% increase in responses compared to their old SMS campaigns without AI.

How it Works

1) Choose how your AI New Patient Coordinator reaches out to your inactive patient database: Calls + SMS (Recommended), Calls Only, or SMS Only.

2) AI follows up with any patients who show interest.

3) Ready-to-schedule patients are handed off to your front desk, and you'll receive notifications by text and email when that happens.

📖 Step-by-Step Guide

There are 4 steps. You'll need: your list of inactive patients as a CSV file, with names and phone numbers.

Step 1: Log in to Dently AI

Step 2: Set Up Your Text Message

💡 Your option decides if you need this step:

  • Calls + SMS (Recommended): texts and calls. Complete this step.

  • SMS Only: texts only. Complete this step.

  • Calls Only: calls only. Skip to Step 3.

Open the SMS campaign

  1. In the left menu, click SMS Campaigns, then Automation.

  2. Select SMS Campaign 1

Write your text message

  1. Click the messaging icon where it says SMS (Click to edit).

  2. You’ll see a text box. This is the SMS that will be sent to patients.

🗒️ Message writing tips:

  • Use the Templates drop-down above to select a ready-made message.

  • To write your own, choose None and follow this format:

    • NAME: Start with {{contact.first_name}}

    • SENDER: Say who it’s from → {{custom_values.name_of_ai_assistant}} and {{location.name}}

    • OFFER: Add your offer or reason for the message

    • ENDING: Tell them what to do → e.g., “Reply YES for more details”

💡 Alternatively, copy/paste a template and edit as needed.

Save your message

👉 Remember to click Save both inside the text editor and again in the top-right corner before exiting.

Step 3: Import Your Patient List

💡 Need your patient list? Export a list of your inactive patients' names and phone numbers (CSV file format). If you're unsure how, ask your practice management system's support team. The FAQ below has a template you can send them.

Open the import tool

  1. Return to the main dashboard.

  2. In the left menu, click SMS Campaigns, then Contacts. Then click Import Contacts:

Click Contacts and click Next:

💡 The chat icon may sometimes cover the button slightly.

Upload your list

  1. Upload your file (CSV, max 30MB).

  2. Choose Create and update contacts.

💡If you’re starting with Excel, convert the file to CSV first.

Map your contact fields

  1. Map your patients’ Name and Phone fields (other fields can be left unmapped).

  2. At the bottom, check the box: “Don’t import data in unmapped columns.”

  3. Click Next to continue.

Step 4: Choose How Your AI New Patient Coordinator Reaches Out and Launch

  1. Check the box: “Add imported contacts to a workflow.”

  2. In the drop-down, search “Reactivation” and select your option:

    • Calls + SMS (Recommended)

    • Calls Only

    • SMS Only

  3. Review the mapping (Name and Phone needs to be correct).

  4. Check the box “I confirm all contacts in this import have consented…”

  5. Click Start Bulk Import.

✅ Done!

Your patients have been added to the campaign, and your AI New Patient Coordinator will start reaching out based on the option you chose.

Frequently Asked Questions

How do I export my patient list?

Export a CSV of patients who haven't visited in the last 18 months, with first name, last name, and mobile phone number. If you're unsure how, ask your software's support team.

📩 Template to send them:

“Can you help me export a CSV file of our patients who haven't visited in the last 18 months, with first name, last name, and mobile phone number?”

A CSV is a simple spreadsheet file ending in .csv. If you get an Excel file, open it and choose Save As, then CSV.

Stuck? Email us at [email protected].

Why run a reactivation campaign?

Your inactive patients already know and trust your practice, so they're often the easiest patients to bring back.

Patients usually go inactive for simple reasons: they missed an appointment and never rescheduled, their insurance changed, or life got busy. A friendly text or call is often all it takes to bring them back.

Depending on your list size, how many inactive patients you have, and your patient value, reactivation campaigns can be your quickest production gain.

Which patients should I reach out to?

Start with your inactive patients: anyone who hasn't been in for over 18 months or who is overdue for an appointment. This is usually the most effective list.

You can also use a segmented list: a select group, for example patients with a specific past treatment.

Will all my patients be contacted at once?

No. To boost deliverability and comply with SMS and calling regulations, your AI New Patient Coordinator contacts about one patient per minute during business hours, by text, call, or both.

For example, if you upload 5,000 patients, it will usually complete in about 10 business days. This approach also gives you a steadier flow of appointments.

How do I stop a reactivation campaign after I've launched it?

You can pause it at any time by setting the workflow to Draft:

  1. In the left menu, click SMS Campaigns, then Automation.

  2. Search “Reactivation”.

  3. Click the three dots on the campaign you launched: Calls + SMS, Calls Only, or SMS Only.

  4. Select Draft workflow.

💡If you need help or have questions, reach out anytime at [email protected] or schedule a support call.

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