How to set up Smart Recall

Smart Recall is part of Otto Premium. For a guided version with video, see the Smart Recall guide in your Otto Hub's Training module.

How Smart Recall decides what to send

When a patient's recall comes due, Otto checks your rules from top to bottom and sends the first one that matches. If none match, your standard recall reminder goes out.

Open Smart Recall

Click Follow-Ups in the left-hand menu, then Smart Recall. Your active rules are listed in priority order.

Start from a template

The quickest start is a starter template. Click Install next to one, then edit it to suit your clinic.

Create or edit a rule

1. Click the pencil on a rule to edit it, or New Rule to start fresh.
2. Give it a Rule Name and a Category. Only your team sees these.
3. Set the Conditions: modality, brand, supplier, category, product, or days until the prescription expires. Click Add condition to combine them with AND or OR.
4. Write the message. Insert variables like first_name and booking_link, or click Generate with AI.
5. Optional: tick Generate fresh, tone-matched copy each send to have Otto reword each message in your clinic's AI Voice. If AI Voice isn't set up, the message sends as written.
6. Check the Preview to see exactly what the patient will receive, then click Save Rule.

Recommend a product or rebate

• To reach patients wearing a particular lens, set the condition to Product, then recommend a compatible upgrade, such as a daily lens.
• Click Add a product recommendation or rebate, choose the Recommended Product and enter the Rebate Value. Use the matching variables so the message names the lens and the potential savings.

Set the order of your rules

Back on the list, switch rules on or off and drag them to set their priority. Put your most specific rules at the top, since the first match wins.

Make sure every recall can send

• Prescription expiry dates are required. Every recall runs on the prescription's expiry date. Set it in the order form's Follow-Ups panel when you process an order, or pick a Preset. Without one, the patient isn't enrolled in exam recall.
• On your dashboard, the Missing Rx Dates tab lists prescriptions without an expiry date so you can fill the gaps. See how to add missing prescription expiration dates.
• Add your appointment booking link so patients can book straight from the message. Without one, Otto shows your phone number instead. See how to add your appointment booking link.