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.

Care plans keep instructions and scheduled messages consistent while giving each customer a page for their own service and healing timeline.

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

• Main navigation — Care Journeys appears in the sidebar.
• Settings → Forms & Care — Configure Care Plans and Care Plan Mappings.
• Command palette — Search for “aftercare”, “precare”, “healing”, “care plans”, or “care journeys”.

Journey lifecycle

Care journeys are created automatically — when a booking with precare is approved (see Precare below), or when a service session is created — provided a care plan is mapped to the service type (or artist + service type). Journeys cannot be created by hand.

A journey progresses through these statuses:

Status	Meaning
Created	The journey exists but aftercare hasn’t started yet. A precare journey stays Created while its prep messages send.
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, the customer unsubscribed, or automatic delivery was turned off.

Deleting a service also deletes its associated care journey.

Precare

With Booking on, precare starts from the appointment. When a booking is approved (or its deposit is paid, for deposit-gated bookings), REV23 creates a precare journey anchored to the appointment date — provided the mapped care plan has precare content: instructions, precare stages, or messages scheduled ahead of the appointment. 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 an appointment 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 appointment 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.

Without bookings, journeys are created when the customer signs at the studio, so there’s no lead time for precare messages. 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 appointment, the appointment controls care until work starts:

• Signing early can create the service sessions and care journeys, but aftercare waits until the appointment’s scheduled end time.
• Ending a session starts its aftercare immediately, even before the scheduled end.
• Cancelling the appointment, 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 appointment 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

The Care Journeys page (main navigation) is where you monitor all active and past journeys.

Analytics

The page summarizes four numbers:

• Total Journeys — All-time count.
• Active — Currently in aftercare.
• Completion Rate — Percentage of journeys that reached completion.
• Reviews — Count of customer reviews by sentiment — positive, neutral, negative; select a sentiment to filter the journey list.

Filtering

Use the filter controls to narrow the list:

• Status — 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

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 every scheduled message and its delivery status.

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 — Delivery could not be completed. Check the customer’s email address.
• Skipped — Not sent (for example, consolidated with another message, or no email on file).
• Cancelled — Cancelled before sending.

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. Every email also carries the customer’s care-page link.

Automatic delivery

Send care emails automatically, under Settings → Forms & 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.

Permissions

Editing care plans and mappings takes Care Settings → Manage — included in the Manager role and granted with any skill, so every provider can shape their own aftercare. Following care journeys takes Care Journeys → View for your own customers, or View (Everyone) for the whole studio’s. See Roles & Permissions.

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.