A campaign is one message sent to many patients at once — an invitation after a long gap, news about a new service, seasonal greetings. Heltio checks consent separately for every recipient and skips those the message could not lawfully reach.
This is a different feature from reminders: those rest on your contract with the patient, this one on their explicit marketing consent.
How to do it
Collect the consents first
No consent, no send — and a missing consent is not an obstacle to route around. Consent is recorded on the patient card, in the Marketing consent card: Marketing — SMS and Marketing — Email separately. The Record consent button opens a dialog with a Note (optional) field — put how it was collected there, verbal at reception or paper form for instance.
Each channel shows Reachable or Blocked with a reason — No phone number or Patient objected to marketing (Art. 21), say.
Choose the audience
New campaign runs through three steps: Audience, Content, Review. Start with a name — Autumn reactivation, for instance.
On the Audience step you pick the Channel (it locks once you continue, because it drives both eligibility and content) plus the filters: Last visit on or after and before, City, Upcoming appointment, Include archived patients.
The Eligibility preview card recomputes live: In segment, Eligible, and the skips broken down into Objection, No consent, Opted out and No contact. Campaigns always cover adults only.
Under 2 is the step counter — a campaign has three. Under 3 is the content of the first one: the audience filters and the eligibility recount side by side.
Write the message
For SMS you fill in the SMS message; for email, the Subject and the Message. Two starters help: Reactivation and Greeting.
The footer is appended automatically: "Reply STOP to unsubscribe" on SMS, an unsubscribe link on email. The counter under the field shows how many SMS segments the message takes — and that multiplies by the number of recipients.
Schedule the send
On Review you see the eligible count against the whole segment, Segments per message, Estimated SMS credits, Wallet balance and Sends left for this day.
The Send at field sets the time; Send now (within the 08:00–20:00 window) starts as soon as it can. Sending never leaves the Send window measured in clinic time — even if you set a night-time slot, the messages wait until morning. At most ten campaigns go out on any one day.
You confirm the campaign with Schedule campaign.
Check the results
A campaign on the list has the status Draft, Scheduled, Sending, Sent or Cancelled. Opening it shows the Queued, Sent, Delivered, Failed and Skipped counters, plus a Recipients list with the skip reason beside each person.
Cancel campaign stops the send: queued recipients will not be contacted, and messages already sent stay as they are. This cannot be undone.
When something doesn't work
CAMPAIGN_EMPTY_SEGMENTThis audience has no patients. Adjust the filters and try again.
What this means: The filters caught nobody, or everyone fell out at the consent check.
CAMPAIGN_SMS_TOO_LONGThe SMS is too long. Shorten it and try again.
What this means: The text plus the appended footer exceeds the allowed length.
CAMPAIGN_DAILY_QUOTA_EXCEEDEDYou've reached the daily campaign limit for that day. Try another day.
What this means: Ten campaigns are already scheduled for the chosen day.
CAMPAIGN_SCHEDULED_IN_PASTThe send time is in the past. Pick a future time.
What this means: The time you set went by before the campaign was saved.
SMS_WALLET_EMPTYPaused: the SMS wallet is empty. Top up to resume sending.
What this means: The balance ran out mid-send.
FEATURE_GATEDMarketing campaigns aren't included in your current plan.
What this means: The feature needs a higher subscription plan.
TOO_MANY_REQUESTSToo many requests. Wait a moment and try again.
What this means: Campaigns scheduled or eligibility recomputed too rapidly.
Who has access
Clinic AdminCampaigns are created and sent by the clinic owner and admin only — it is the one feature where a single click reaches hundreds of people at once. Marketing consent on a patient card is recorded by the same roles; others see You do not have permission to change marketing consent.
Related
- SMS wallet and packs — where the sending balance comes from.
- Managing consents — legal bases and withdrawal.
- Data subject rights — objection and restriction of processing.
Related features
SMS wallet and packages
The clinic's SMS balance — how much is left, where it comes from, how to buy a package and how to switch on auto top-up.
SMS to a patient
How Heltio sends SMS to patients — content and channels, message length, a custom sender name, and the STOP and START keywords.
Email to a patient
Which emails Heltio sends patients on the clinic's behalf, how to turn them on and off, and what you can change in them.
Patient record
The file of a single person — personal details, clinical profile, note history, measurements, consents, guardians and settlements, in the tabs down the left-hand side.