Create your own notification rules beyond default triggers for advanced automation.
Overview
The Custom Notification Module in KiviCare allows clinics to send automated messages using custom rules, schedules, and triggers, beyond default appointment-based notifications.
In addition, KiviCare provides a Custom Notification Service system, enabling integration with any third-party notification provider, such as:
SMS gateways
WhatsApp Business APIs
Email services
Webhooks
Push notification platforms
Custom REST APIs
This gives clinics complete flexibility to control how, when, and to whom notifications are sent.
The Services page displays all configured services with the following details:
Field
Description
Service Name
Friendly name (e.g., Twilio SMS, WhatsApp API, Slack Webhook)
Type
SMS, WhatsApp, Email, Push, Webhook, Custom API
Status
Enable or Disable the service globally
Actions
⚙ Configure · 🧪 Test · 🗑 Delete
Adding a New Notification Service
Click Add New Service
You will be redirected to the service configuration form
Fill in API and authentication details
Save and test the service
Configuring a Notification Service
1️⃣ Basic Settings
Server Type: SMS / WhatsApp / Email / Webhook / Push / Custom API
Server Name: Twilio SMS
Server URL: https://api.example.com/v1/send
Port: 443
HTTP Method: POST / GET / PUT / PATCH / DELETE
{
"to": "{{receiver_number}}",
"message": "Hello {{patient_name}}, your appointment is on {{appointment_date}}."
}
Testing a Notification Service
Before enabling a service:
Click 🧪 Test
Enter a test recipient (phone or email)
Enter a test message
Click Send Test
Verify successful delivery
Creating Custom Notification Rules
Access Rule Builder
Go to Settings → Custom Notifications
Click Add New Rule
Rule Configuration
Step 1: Basic Information
Rule Name: Birthday Greetings
Description: Send birthday wishes to patients
Status: Active
Priority: Normal
Step 2: Define Trigger
A. Date-Based Triggers
Trigger: Patient Birthday
When: On birthday at 9:00 AM
Frequency: Annually
B. Time-Based Triggers
Trigger: Days Since Last Visit
Condition: > 365 days
Check: Daily at 10:00 AM
C. Event-Based Triggers
Trigger: Appointment Completed
Action: Send after 3 days
D. Custom Field Triggers
Trigger: Custom Form Field
Condition: > 90 days
Step 3: Define Audience
All Patients
Send to: All Active Patients
Exclude: Opt-out users
Filtered Audience
Age: 50–70
Last Visit: > 180 days
Condition: Diabetes
Manual CSV Upload
Patient ID
Name
Phone Number
Step 4: Create Message
Hi {patient_name},
Happy Birthday from {clinic_name}!
Wishing you health and happiness.
{clinic_name} Team
Available Placeholders
{patient_name}
{clinic_name}
{clinic_phone}
{doctor_name}
{days_since_visit}
{next_appointment}
Step 5: Schedule
One-Time
Date: Selected date
Time: 9:00 AM
Recurring
Daily / Weekly / Monthly / Annually
Conditional
Check daily and send when condition met
Step 6: Review & Activate
Save Draft or Activate
Test with a small audience
Example Notification Rules
Annual Physical Reminder
(SMS) 15–20% booking rate
Medication Refill Reminder
(SMS)
Diabetic Screening Reminder
(WhatsApp)
Flu Shot Campaign
(Annual SMS)
Post-Discharge Wellness Check
(Care follow-up SMS)
Managing Notification Campaigns
Dashboard: Settings → Custom Notifications
Actions
Edit
Pause
Duplicate
Archive
Analytics & Reports
Metrics
Sent / Delivered / Failed
Engagement & Appointments
Cost & ROI
A/B Testing performance
Advanced Features
Patient Segmentation
By age
By condition
By clinic
By engagement
Drip Campaigns
Welcome series
Follow-ups
Feedback requests
Dynamic Content
Conditional messaging based on patient data
Compliance & Best Practices
SMS & WhatsApp Rules
Opt-in required
Opt-out supported
Business-hour sending
Frequency limits
HIPAA Compliance
No PHI in SMS/WhatsApp
Generic reminders only
Sensitive data via Patient Portal
Troubleshooting Guide
This section helps identify common notification and engagement issues along with practical solutions to improve delivery, engagement, and appointment bookings.
Issue 1: Low Delivery Rate
Possible Causes & Solutions
1. Invalid Phone Numbers
Ensure patient contact data is accurate and up to date.
Best Practices:
Regularly audit and update patient phone numbers
Remove inactive or incorrect numbers
Verify phone number format (e.g. +1234567890)
2. Carrier Blocking
Messages may be blocked if they appear untrusted or spam-like.
How to Fix:
Register as a legitimate sender with your SMS provider
Use approved and verified Twilio phone numbers
Avoid spam-triggering words or excessive promotional content
3. Insufficient Credits
Messages will fail if your SMS balance runs out.
Recommendations:
Frequently monitor your Twilio balance
Enable auto-reload for credits
Set up low-balance alert notifications
Issue 2: High Opt-Out Rate
Key Questions to Analyze
Are messages sent too frequently?
Is the content irrelevant or repetitive?
Is the audience incorrectly targeted?
Are messages sent at poor times?
Improvement Strategies
Reduce message frequency
Improve audience segmentation and targeting
Deliver meaningful, value-driven content
Survey opted-out patients to understand their reasons
