A patient is getting automated texts even though I already spoke to them. What went wrong?

RootLogic's nurture automation runs based on pipeline stage. If a lead is still sitting in Lead Received, the system has no way to know you've already spoken to them — it keeps sending automated messages on schedule. The most common cause is the front desk having a phone call but forgetting to update the pipeline card afterward.

Open the pipeline and find the lead's card. If they're interested but haven't booked yet, drag the card to Hot Lead. If they booked a consult, use the calendar booking flow — do not drag to Consult Booked, as dragging bypasses the automation that stops the nurture sequence and updates the opportunity value. Moving the card forward will halt the automated messages immediately.

If the patient calls or texts asking why they keep getting messages, be upfront: "I'm sorry about those — I've updated your record and you won't receive any more automated messages. You're all set for your appointment on [date]." A quick, honest acknowledgment is all it takes to smooth it over.

Right after you hang up with a lead, before you do anything else, update their pipeline card. It takes 10 seconds. If they're interested: drag to Hot Lead. If they booked: use the calendar booking flow. If they said no: delete the opportunity. This one habit prevents nearly every automation complaint.