When setting up your Recall Flow, you have the option to add a custom writeback message. This is the text that appears in EMIS when Hippo writes back an invitation.
Using clear and specific writeback messages helps your reception and clinical teams understand why the patient has been recalled, without needing to cross-check the campaign settings.
✅ Why it matters
🧾 Clarity for staff – Receptionists and clinicians can quickly see what the patient was invited for.
⚡ Faster booking – Saves time when booking patients in, reducing back-and-forth.
🛡️ Audit trail – Creates a transparent record of what was sent to the patient within the EHR.
🦛 How to do it in Hippo
1️⃣ When creating or editing a campaign, navigate to the Recall Flow section.
2️⃣ Expand the message you want to add the custom writeback message to
3️⃣ Select the 'custom message' toggle
4️⃣ Enter the text you’d like to appear in the patient’s record.
This can be:
The full recall message (as long as it’s under 612 characters)
A shorter explanation (e.g. “Patient recalled for asthma annual review via SMS”)
Any other details your team will find useful when handling the recall
5️⃣ Save your campaign.
🧠 Example
Here’s a good example of a custom writeback message:
SMS sent inviting pt to book annual stroke/TIA review. Link to review questionnaire provided. Book blood test if needed.
Why this works:
Clearly states the recall type (stroke/TIA review)
Notes that the patient was sent a questionnaire link
Flags next steps (book blood test if needed)
💡 Best practice tips
Keep writeback messages short but informative (under 612 characters).
Always include the reason for recall.
Add any important next steps for staff (e.g. “book double appointment” / “check asthma control test”).
Avoid vague wording like “recall sent” — be specific.