How to send a follow-up to a patient

This video shows the older screen; the steps below are current.

Step-by-Step Instructions

1. From any screen in Otto, click Follow-Up in the top bar.
2. Start typing the patient’s name in To, then click the right match.
   • Add more patients the same way, or click Select Patients to choose several, or a group like Due for Reorder, Lapsed 12+ Months or Walk-Outs.
3. Check the products.
   • The patient’s assigned products are attached automatically, so the Order Link opens ready to buy.
   • Use Assign another for something different.
4. Review the pricing and eligibility.
   • Active and relevant Rebates and Promotions will automatically be displayed to the patient during checkout.
   • You do not need to manually apply standard vendor rebates.
5. Pick a message template (like Walk-Out Follow-Up) and edit it.
   • Each patient gets their own name, products and Order Link.
   • On Premium, Rewrite has AI rewrite it in your clinic’s voice.
6. Click Options to add a discount, pre-entered known insurance coverage, or a specific delivery method, if needed.
   • On Premium, Journey sends a series of messages on schedule and stops when the patient orders.
7. Click Send (or Enrol for a journey).
   • Copy Link copies the link to paste anywhere, and Schedule picks a start date.
   • Track it under Follow-Ups in the left menu → Activity (sent, clicked, ordered).
   • The patient will receive a message (via their preferred contact method) with a secure link to complete their order and payment.

What Happens Next

• The patient clicks the link and reviews their personalized order.
• Payment is required for online orders.
• If the prescription is pre-validated and not expired, the order may process automatically.
• If review is required, the order will appear in your Orders Log with the status “Awaiting Processing.”

Important Notes

• Order Links are digital and intended for online ordering. They are different from printed Quotes.
• Patients can choose direct shipping or office pick-up (if enabled in your Settings).
• Payment is not charged until the order is approved and processed by the clinic.
• If a prescription is expired, the order will require manual approval before processing.

When to Contact Support

• If the patient reports that their Order Link is not working
• If pricing or rebate amounts appear incorrect
• If the order does not appear in your Orders Log after the patient completes checkout

If the issue persists, please submit a support ticket so our team can investigate further.