Follow-up messages and the call guide
Settings, Enquiries and applications, your practice.
Follow-up messages lists the pathways your enquiries can be carried by. Open one to read each message with its day. Change the subject, the message or the day in its box and it saves as you leave it. Sent says whether it always goes, goes only where they asked about breast surgery, or is kept for somebody closed for price. Ready marks a message to go on its day; Draft takes it back. Nothing goes from a Draft.
In a message, {first} becomes their first name and {link} the practice's own application page. Anything else in square brackets stays as written and keeps the message from going until it is replaced. A standing pathway shared by every organisation is read only: Make our own copies it to change. Build starts a new pathway from a name and the words it matches, with headed messages to write.
Call guide is what a coordinator says when they ring somebody whose application was graded amber: one box for every call, and one for each reason an application is amber. On the lead, the Now card shows the box for every call and the one for what they missed, under What to say, and the call's to-do says the same.