Care Journeys

Care Journeys sends precare and aftercare from reusable Care Plans. A plan contains instructions, healing stages, and scheduled messages and is mapped to the services that use it. REV23 creates a Care Journey for each matching service, with timed emails and a care page for that customer.

Key concepts

• Care Plan — A reusable template containing precare instructions, aftercare instructions, healing stages, scheduled messages, and follow-up prompts. Use the included plans or create your own, then map them to service types. See Care Plans.
• Care Plan Mapping — Assigns a care plan to a service category or service type, with optional artist overrides. The most specific match wins. See Care Plan Mappings.
• Care Journey — Created automatically for a customer’s booking or service session. It records message delivery and customer feedback and follows the plan’s healing timeline after the service.
• 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 page with the plan’s instructions and stages, which customers can read without a booking or service session. See Public Care Plan Page.

Where to find it

• Main navigation — Care Journeys appears in the sidebar.
• Settings → Care — Configure Care Plans and Care Plan Mappings. The owner controls automatic emails under Care Delivery.

Journey lifecycle

With automatic delivery on, REV23 creates journeys from approved bookings and service sessions that match a care plan mapping. Precare starts only when the plan has precare content; an aftercare-only plan starts a journey when aftercare is due. Journeys cannot be created by hand.

A journey progresses through these statuses:

Status	Meaning
Precare	Aftercare has not started. Instructions and scheduled preparation messages apply before the service.
Active	Aftercare has started. Messages and healing tracking begin.
Completed	The plan’s healing duration, if set, has elapsed, and no messages remain pending or queued. A customer can still submit a review.
Cancelled	Cancelled by a user with access, the customer unsubscribed, the booking or service was cancelled, or automatic delivery was turned off.

Deleting a service also deletes its associated care journey.

Precare

With Booking on, precare starts from the booking. When a booking is approved (or its deposit is paid, for deposit-gated bookings), REV23 creates a precare journey anchored to the booking date — provided the mapped care plan has precare content: instructions, precare stages, or messages scheduled ahead of the booking. The customer’s care page counts down to their service and shows the precare instructions; scheduled prep messages send at their configured lead times.

Prep messages follow these timing rules:

• A prep message whose send time has already passed when the booking is made is skipped, not sent late — a customer who books two days out won’t get the week-ahead message, though the precare content itself stays on their care page.
• Moving a booking re-anchors its unsent precare messages to the new time. Messages already sent from that journey are not repeated.
• Changing the artist can change which care plan applies. REV23 cancels the old precare journey and starts one from the new artist’s mapping.

If the customer signed before the booking moved or its artist changed, the unstarted sessions and forms from the old occurrence are cancelled. The customer signs again for the new occurrence.

Consultations never start precare, and a plan with no precare content produces no precare journey.

For services without bookings, a precare journey can start when the service session is created, including through form signing. There is no appointment date to schedule preparation messages ahead of the visit. Share your public care plan page link on your website, in confirmation emails, or on printed materials instead — customers can read the precare content anytime before their appointment.

When aftercare starts

For a booked service, the booking controls care until work starts:

• Signing early can create the service sessions and care journeys, but aftercare waits until the booking’s scheduled end time.
• Ending a session starts its aftercare immediately, even before the scheduled end.
• Cancelling the booking, marking it as a no-show, or moving it before work starts cancels the affected unstarted sessions and their pending care.

Once a session starts, it controls its aftercare. Later booking changes do not cancel the started or ended session or stop the care it requires.

For a session without a booking, aftercare starts when the session ends or when the care plan’s auto-start delay expires, whichever happens first. The default delay is four hours from session creation.

All aftercare message timing is relative to when aftercare actually starts.

Monitoring care journeys

Open Care Journeys from the main navigation to follow current and past journeys for the selected studio. Your permissions determine whether you can follow your own work or everyone’s.

Analytics

The summary follows the selected studio and artist scope. Status, search, care plan, service category, and sentiment filters narrow the list without changing these totals:

• Total Journeys — Counts all journeys in that scope.
• Active — Counts journeys currently in aftercare.
• Completion Rate — Completed journeys as a percentage of completed and cancelled journeys. Precare and active journeys are excluded.
• Reviews — Counts submitted reviews by positive, neutral, or negative sentiment. Select a sentiment to filter the journey list.

Filtering

Use the filter controls to narrow the list:

• Status — All, Precare, Active, Completed, Cancelled.
• Search — Find by customer name, care plan name, or service type name.
• Care plan — Filter by a specific care plan.
• Service category type — Filter by service category.
• Artist — Filter by provider when you have access to everyone’s journeys.
• Sentiment — Filter by customer review sentiment (also clickable from the Reviews card).

Journey detail

Select a journey to see its full detail:

• Customer, artist, status, and the current healing stage and day.
• Links to the care plan editor, the service session, and the live care page, with the page’s link copyable for the customer.
• Customer review — The submitted sentiment and feedback text, when there is one.
• Message timeline showing each scheduled message and its delivery status.

To stop a Precare or Active journey, select Cancel and confirm with Cancel Journey. Its pending and queued messages are cancelled, and the customer keeps access to their care page.

Each message in the timeline shows its status:

• Pending — Waiting to be sent at its scheduled time.
• Queued — Picked up for sending, with any duplicates being merged into one email. Usually a brief state.
• Sent — Handed off for email delivery.
• Failed — Message processing or delivery failed.
• Skipped — Not sent, for example because neither the customer nor their guardian has an email address.
• Cancelled — Cancelled before sending.

Message consolidation

REV23 combines pending copies of the same scheduled plan message for the same customer when their send times fall within 12 hours of one another. For example, several piercings using one plan can share a single email with links to each care page. Each combined message is recorded as Sent in its journey.

Messages from different care plans are sent separately. Each session keeps its own care page. Precare journeys have a care page before a session exists; that journey can continue with the session after signing.

Emails go to the customer’s email address, or their guardian’s if the customer has none. A guardian with a different email address receives a copy.

Automatic delivery

Send care emails automatically, under Settings → Care → Care Delivery, controls automatic delivery for the whole Cloud. It is off until the owner turns it on. This gives the owner time to review the included care plans before REV23 emails customers. Setup and the dashboard continue to ask for a decision until one is recorded.

Turning automatic delivery off has these effects:

• Remaining emails for active journeys are cancelled, and no new journeys start while it’s off.
• Customers keep care pages they already received. Those pages use the current plan, so later edits appear for customers who already have the link. Reviews and per-customer opt-out continue to work.
• Turning delivery back on applies to new services. Cancelled journeys do not restart, and earlier services do not receive delayed emails.
• Care plans, mappings, journey history, and shareable public care plan pages remain available.

Only the owner can change this setting. It cannot be granted as a permission.

Webhooks

Care journeys support the following webhook events:

Event	Description
care_journey.started	A care journey began.
care_journey.review_submitted	A customer submitted a care review.

Permissions

Editing care plans and mappings takes Care Settings → Manage, included in the Manager role and derived from any skill for users with the Artist role. Following journeys takes Care Journeys → View for your own work or Care Journeys → View (everyone) for everyone’s; cancelling a journey takes Care Journeys → Edit, while automatic delivery remains owner-only. See Roles & Permissions.