This article explains what ClinicMonk™ does when a lead replies to one of your consult call messages — the notification you get, and which follow-up stops as a result.
What starts it
A reply to one of two sets of messages:
The confirmations and reminders sent before a consult call.
The follow-up sent after a consult is marked showed, no-show, or cancelled.
Both are covered in their own articles. A reply to anything else — a nurture email, a contact form follow-up, a missed call text — doesn't start this.
It doesn't matter whether they reply by text or by email, or what the reply says.
What happens
They're tagged replied, so you can find everyone who has answered one of these messages.
Your clinic administrator gets an email, subject New Customer Reply Received. It contains no details about who replied or what they said — just a secure link to your unread conversations. That's deliberate, so client information never sits in an email inbox.
The post-call follow-up stops, if they were in it.
What stops, and what doesn't
A reply after the call stops the follow-up. Someone partway through the no-show, cancellation or post-consult sequence comes out of it, so they don't keep receiving scheduled messages after they've answered you.
A reply before the call doesn't stop the reminders. Someone who answers the "your consult call is tomorrow" text still gets the two-hour reminder. The reminders are about the appointment, not about the conversation, so they run to the end.
Separately, any reply moves their lead to In Communication. That's a different automation with its own article.