OttoHelp centre
Patient engagement

How to set up Journeys

A journey is a series of messages Otto sends on schedule, until your patient orders or every step has played out. Use journeys for walk-outs, trial conversions, refills and win-backs, so no patient falls through the cracks.

Updated October 29, 2026

Journeys are part of Otto Premium. On other plans you can browse and preview the journey library, and starting one prompts you to upgrade. Clinics that are still onboarding can set up journeys before choosing a plan.

For a guided version with video, see the Journeys guide in your Otto Hub's Training module.

Find your journeys

  1. Click Follow-Ups in the left-hand menu, then Journeys.
  2. Your installed journeys are listed at the top. Otto starts you with ready-made journeys for refill capture, trial conversion, walk-out capture and exam recall.

Install a ready-made journey

  1. Under Available Templates, browse the library: abandoned carts, trial conversion, dry eye check-ins, win-backs, seasonal campaigns and more.
  2. Click Preview to see every step a journey sends.
  3. Click Install This Template to add it to your clinic, ready to customize.

To build one from scratch, click New Custom Journey, give it a name, click Next and add the steps you need.

Customize the steps

  1. Click the Edit icon on a journey's row. Each step sits on a chart: messages, waits, checks (such as whether the patient has ordered) and exits.
  2. Click a message step to edit it. Choose how it's sent and what it's about, then pick AI writes each message (personalized for every patient) or Write it once.
  3. Use the buttons under the message to insert details like the patient's name, their lens or an order link. Otto fills them in for each patient.
  4. Set Wait steps to control how long to pause. Branch steps send patients down one path if they've ordered and another if they haven't (If yes / If no).
  5. To change several steps at once, click AI Assist, describe the change and review it. Nothing changes until you save.
  6. Read every message and mark it Reviewed, then click Save Steps.

Saving publishes a new version. Patients already partway through stay on the version they started.

Choose who joins

  • Automatically: journeys with a trigger (for example, a trial lens patient who hasn't ordered a full supply) have an Auto-Enroll switch on their row. Turn it on and Otto adds matching patients every day.
  • One patient at a time: journeys without a trigger, like Walk-out Capture, are manual. Click Enroll a Patient, pick the journey and find your patient.
  • While processing an order: the order form's Follow-Ups panel lets you choose a journey to start after the order. In the Follow-Up window, switch to Journey to enroll the patient instead of sending one message.

Go live safely

  1. Review and activate shows how many patients match right now and flags any message that hasn't been reviewed.
  2. Pick a Log-only period of 3, 7 or 14 days. The journey runs for real but only records what it would have sent, so you can check it first.
  3. For the first week, sends are capped at 25 a day, so patients aren't flooded if many match at once.

Track results

The Journeys list shows how many patients are enrolled, how many reordered, and your conversion rate. Click Analytics on a row for step-by-step performance, including any messages held back.

If something looks wrong, click Stop this journey, then choose whether patients already in it finish or stop now.

Good to know