Relay Smart Actions Just Got Smarter: Deliver the Right Message at the Right Time

Your CRM knows which account hasn’t funded. Your health plan knows which member hasn’t designated a PCP. Your specialty pharmacy knows which patient hasn’t scheduled their therapy refill. The intent signal is clear—the action that needs to happen is obvious. But the time it gets communicated, and whether it actually drives completion, is a different story.

This is the core problem regulated enterprises face: they have rich customer data and clear signals about what needs to happen next. But completion rates—the actual business metric—remain below what the business demands. The gap isn’t in the data. It’s in the execution.

There’s a reason that appointment reminders work better when they land a few days before the appointment rather than immediately after booking. Why payment reminders matter most a few days before the due date.

The right time is rarely right now.

For enterprises working at scale, that timing problem compounds. Manual follow-up absorbs your team’s capacity. Email and SMS are designed for reach, not for personalization around specific dates—especially when those communications involve sensitive data.

Relay’s Smart Actions now supports automated messages based on customer-provided dates. No more workarounds or manual triggering based on internal data. Set the automated messages before, on, or after the date provided by the customer and watch engagement increase.

When a member submits an appointment date through a form, you can now configure Smart Actions to send appointment reminders 2 days before, 1 day before, and on the appointment day—triggered by that specific date, not by a generic campaign schedule.

When a patient indicates when their current medication runs out, you can trigger a refill reminder 3 days before that date—ensuring they don’t lapse on therapy.

The feature is simple. The impact is substantial.

A patient schedules an upcoming procedure and enters the date into a form on the Relay Feed. The configured Smart Actions trigger pre-op instructions 5 days before, remind the patient of any guidelines 24 hours before, and sends confirmation details on the morning of the appointment.

Missed appointments cost health systems time and revenue. Pre-procedure no-shows are even more costly. When reminders land at moments that actually drive action—not buried in an email thread from weeks back—compliance improves.

For health plans, members provide their redetermination deadline. Smart Actions sends renewal information 30 days out, a check-in 14 days before, and a final reminder 3 days before the deadline. Members who need to renew coverage get guidance at moments when they’re most likely to complete it.

And with new regulations regarding redetermination, members need all of the information they can get around timing for renewal.

A patient commits to starting a new chronic disease therapy on a specific date. Configure Smart Action to send educational materials the day they start, a check-in 7 days in, and an adherence reminder 30 days in—timed to the actual therapy timeline, not to when the prescription was filled.

For pharmaceutical companies managing patient support programs, enrollment deadlines drive urgency differently than generic outreach. When patients provide an enrollment target date, Smart Actions can send reminders only when it matters.

Time-to-therapy and adherence metrics both move when messages land at moments patients are actually contemplating action.

Smart Actions Date-Based Triggers is part of Relay’s larger mission: closing the gap between enterprise intent and verified customer completion.

Using this new functionality, you can turn date signals into timed, personalized messages delivered on a compliant delivery channel known to drive the actions needed,

The result isn’t just fewer manual touches. It’s higher completion rates. Measurable business lift. And the confidence that critical moments in your customer journeys are being handled automatically, compliantly, and at scale.

Now that’s personalization at scale.

To learn more about Relay’s Smart Actions capabilities, reach out to sales@relaynetwork.com.