Care Journeys
Care Journeys is REV23 Cloud’s automated precare and aftercare system. Studios create Care Plans with healing instructions, stages, and scheduled messages, then map them to service types. When a customer gets a service, REV23 automatically generates a personalized Care Journey — a series of timed emails and a dedicated care page that guides them through the healing process.
No manual follow-up, no forgotten aftercare sheets. The system handles it from the moment the service is created through healing completion.
Key Concepts
Section titled “Key Concepts”- Care Plan — A reusable template containing precare instructions, aftercare instructions, healing stages, scheduled messages, and follow-up prompts. You create these once and map them to service types. See Care Plans.
- Care Plan Mapping — Links a care plan to a service category type, specific service type, or specific artist. The most specific match wins. See Care Plan Mappings.
- Care Journey — A live instance of a care plan, created automatically for a specific customer and service session. Tracks healing progress, message delivery, and customer feedback.
- Care Page — A personalized, customer-facing web page showing healing progress, instructions, supply details, and service information. See Care Page.
- Public Care Plan Page — A shareable URL showing care plan content without being tied to a specific journey — essentially a digital aftercare sheet. See Public Care Plan Page.
Where to Find It
Section titled “Where to Find It”- Main navigation — Care Journeys appears in the sidebar.
- Dashboard — An announcement card introduces the feature when first available.
- Settings > Care — Configure Care Plans and Care Plan Mappings.
- Command palette — Search for “aftercare”, “precare”, “healing”, “care plans”, or “care journeys”.
Journey Lifecycle
Section titled “Journey Lifecycle”Care journeys are created automatically when a service session is created, provided a care plan is mapped to the service type (or artist + service type). There is no manual creation — the mapping drives everything.
A journey progresses through these statuses:
| Status | Meaning |
|---|---|
| Created | The journey exists but aftercare hasn’t started yet. |
| Active | Aftercare has started. Messages and healing tracking begin. |
| Completed | Healing duration has elapsed and all messages have been processed. |
| Cancelled | Cancelled by an admin or the customer unsubscribed. |
Deleting a service also deletes its associated care journey.
Precare
Section titled “Precare”Currently, care journeys are created when a service is created — which happens when the customer signs a release form at the studio. Because the customer is already there, there is no automated precare messaging.
The best way to deliver precare instructions is by sharing your public care plan page link on your website, in confirmation emails, or on printed materials. Customers can access the precare content anytime before their appointment.
When Aftercare Starts
Section titled “When Aftercare Starts”Aftercare starts at whichever comes first:
- Session ended — If the studio ends the session before the auto-start delay elapses, aftercare begins immediately.
- Auto-start delay elapsed — If the session has not been ended, aftercare kicks off automatically after the configured delay (default: 4 hours from session creation).
This means studios that diligently end sessions get aftercare started right away, while hands-off studios can let the system run on its own — aftercare will begin automatically either way. If a session is ended after aftercare has already auto-started, it has no effect on the care journey.
All aftercare message timing is relative to when aftercare actually starts.
Monitoring Care Journeys
Section titled “Monitoring Care Journeys”The Care Journeys page (main navigation) is where you monitor all active and past journeys.
Analytics
Section titled “Analytics”Four summary cards appear at the top:
- Total Journeys — All-time count.
- Active — Currently in aftercare.
- Completion Rate — Percentage of journeys that reached completion.
- Reviews — Count of customer reviews with a sentiment breakdown bar (positive, neutral, negative). Click a segment to filter the journey list to that sentiment.
Filtering
Section titled “Filtering”Use the filter controls to narrow the list:
- Status chips — All, Active, Completed, Cancelled.
- Search — Find by customer or artist name.
- Care plan — Filter by a specific care plan.
- Service category type — Filter by service category.
- Artist — Filter by the artist who performed the service.
- Sentiment — Filter by customer review sentiment (also clickable from the Reviews card).
Journey Detail
Section titled “Journey Detail”Tap a journey to see its full detail:
- Customer and artist avatars, status badge, current healing stage and day.
- Quick links to the care plan editor, service session, live care page, and a copy link button.
- Customer review display showing sentiment badge and feedback text (if submitted).
- Message timeline showing every scheduled message and its delivery status.
Message status indicators:
| Color | Status |
|---|---|
| Gray (outline) | Pending |
| Blue | Queued |
| Green | Sent |
| Emerald | Delivered |
| Red | Failed |
| Amber | Skipped |
| Gray (solid) | Cancelled |
Smart Message Consolidation
Section titled “Smart Message Consolidation”When a customer gets multiple services using the same care plan in one visit (within approximately a 12-hour window), emails are automatically consolidated. Instead of receiving duplicate messages for each service, the customer gets a single email per scheduled message with links to all of their individual care pages.
Different care plans or different visits always produce separate emails. Care pages are always individual — one per session, regardless of consolidation.
Security
Section titled “Security”The permissions for managing care plans, mappings, and viewing care journeys are controlled by the Care permission set. See Permissions for details.