📬 How Hippo Decides Which Recall Method to Use

Hippo sends automated recall messages via one of four methods:

NHS App, Email, WhatsApp, or Text (SMS).

You don’t need to choose a “preferred contact method” for each patient, Hippo figures that out for you by checking what’s available and what’s worked in the past.

When it’s time to send a recall, Hippo checks the following in order:

If the patient previously received a recall via Hippo and booked an appointment, we try the same method again (as long as it’s still allowed and available).

✅ Why? Because if something worked once, it’s likely to work again, so we prioritise reusing successful contact methods.

If not applicable (e.g. the patient hasn’t booked before, or the method is no longer valid), we move down the list:

If the patient is registered for the NHS App and hasn’t opted out → Hippo sends the recall via NHS App.

If they have a valid email address and haven’t opted out of emails → Hippo sends via Email.

If they have WhatsApp, a valid mobile number, and haven’t opted out of texts or WhatsApp → Hippo sends via WhatsApp.

If they have a valid mobile number and haven’t opted out of SMS → Hippo sends via Text.

When creating a campaign, you can choose which contact methods Hippo is allowed to use.

Hippo will only consider the methods you’ve allowed.

So even if WhatsApp is available for the patient, if the campaign doesn’t allow it, Hippo won’t use it.

Let’s say a patient has:

If WhatsApp is allowed in the campaign → Hippo sends via WhatsApp (because it worked before).

If not allowed → Hippo sends via NHS App (the next best option).

Hippo chooses the contact method based on:

This ensures we’re maximising the chance of the patient responding and minimising wasted recalls.

Got questions? Email us at [email protected] — we’re happy to help!