Creating a custom message template in Hippo allows you to tailor the content of the messages patients receive as part of your recall campaigns. Here’s how to set it up:
1️⃣ Start from the Campaign Creation Flow
If you need guidance on how to start setting up an automated campaign, find our article here
When setting up a new recall campaign, you’ll reach Step 4 (Recall Flow). Here, you’ll see the Manage Message Templates button.
2️⃣ Open the Message Template Manager
Click the Manage Message Templates button to view and manage your existing templates.
To create a brand new one, click + New Message Template.
3️⃣ Fill in Your Custom Message Template
You’ll see a page like this:
Here’s what each section means:
Name
Give your template a clear internal name. This name is what you’ll see when selecting the template later during campaign setup.Header
This is the main body of the message that your patients will see. You can delete the default text and write your own greeting or intro here.Online booking
This section will appear in the message if you’ve toggled on the “Send unique booking link” option in campaign creation. Write what you’d like patients to see when they’re offered an online booking link.No online booking link
This section will show if you’ve toggled off the “Send unique online booking link” option in the online booking section of the campaign creation. It usually encourages patients to call the practice to book instead.Online questionnaire
This section is for campaigns that include a basic health data questionnaire (like height, weight, blood pressure, smoking status). It will only appear in the message if the patient has outstanding data to provide. You can find more information about this Typeform here
👉 You can leave this section blank for appointment-only campaigns, or create separate campaigns focused solely on collecting this data.Footer
Add a friendly closing note for the message, e.g., “Thank you, [Practice Name].”
🪄 Inserting Variables
You can insert dynamic variables into your message template. These automatically fill in information for each patient, personalising the message.
The available variables:
✅ Patient First Name
The patient’s first name.
✅ Appointment Booking Url
A unique link that lets the patient book directly into the specific appointment slot you selected for the campaign.
👉 Important: This will only appear if you toggled on booking links in your campaign.
✅ Typeform Url
A link to the online questionnaire that collects basic patient data (like height, weight, smoking status, etc.).
👉 Note: This will only appear if there’s missing data for that patient.
✅ Patient Practice Name
Your practice name.
✅ Patient Practice Number
The phone number for your practice.
How to insert a variable:
Click Insert Variable in the message template editor and select the one you want. It will appear in square brackets, like this: [Patient First Name].
🔗 New: Adding a Custom Link to Your Recall Messages
You can now include your own custom link in recall messages. For example, linking to your practice website, a flu clinic info page, or a digital patient leaflet.
How to use it:
Enter the link text – This is the short description patients will see in the message (e.g. “View our clinic guide”).
Click on the 'Add link' button.
Enter the full URL – Paste the link you want patients to open (must start with
https://).
You can use this to:
Share additional context for certain campaigns (e.g. “What to expect during your asthma review”)
Direct patients to forms or self-check tools
👀 Guidance and Preview
At the top of the page, you’ll see two buttons:
Guidance
Click this for extra tips and best practices on writing effective patient messages.Preview
This shows you how your final message will look to patients, including any dynamic variables you’ve added.
Use these buttons to make sure your message is clear, friendly, and easy to understand.
🔍 Tips
The default text is just an example. Delete it and write your own content in any section.
Each section is independent: if you leave one blank, it simply won’t appear in the final message.
The display of online booking link sections depends on your campaign settings.
✅ Why Use a Custom Message Template?
Creating your own template allows you to:
Use a tone of voice that feels right for your practice.
Clarify instructions for patients (especially if you want to add extra details).
Make your recalls more personal and consistent.
Got questions?
Email us at [email protected] — we’re always here to help!