Overview
After-Appointment Surveys let you send a multi-step questionnaire to clients after a completed appointment, instead of (or before adding) a single-question rating request. Clients complete the survey in the Client Portal, and every client who finishes it is shown a Google review prompt, regardless of how they answered.
Where to find it
Open Settings, then under the Scheduling module go to Intake & Documents > After-Appointment Surveys (/settings/client/surveys).
Delivery settings
At the top of the survey list is the delivery policy for after-appointment surveys:
Send surveys after completed appointments: turns the whole feature on or off. When this is off, no surveys are sent even if you have surveys configured.
Default survey: which survey goes out when an appointment is completed.
Send delay (minutes): how long to wait after the appointment is marked complete before sending.
Channel: whether the survey link goes out by SMS or Email.
Google review link: the link to your organization's Google review page. This is shown to every client who completes a survey, on the thank-you screen, no matter what they answered. Google's policies prohibit only inviting positive respondents to leave a review, so this prompt is never gated on a rating or score.
Remember to click Save settings after making changes.
Sending a survey manually
You don't have to wait for the send delay. On a completed appointment, open More appointment actions and choose Send After-Appointment Survey to send it right away. The same option is on a visit record's Actions menu.
The option only shows up once the appointment or visit is marked Completed and has a client assigned to it.
Before sending, CoolFocus shows the recipient, the phone number or email address it will use, and the exact message text, so you can confirm it before it goes out. If the survey was already sent, the dialog shows when, and the send button is turned off.
Building a survey
From the survey list, choose + New survey or open an existing one to edit it.
A survey is made up of steps, and each step contains one or more questions:
Use + Add step to add a page to the wizard. Give each step a title (and optionally a description) so clients know what that page is about.
Within a step, add questions and choose an answer type for each:
Star Rating (1-5 stars)
NPS (0-10): Net Promoter Score
Rating Scale: a numeric scale
Likert Scale: agree to disagree
Short Text / Long Text
Yes / No (checkbox)
Number, Email, Phone, Date
For the scale-based types (Star, NPS, Rating, Likert), you can set the low and high bounds and add captions for each end (for example, "Not likely" to "Very likely").
Mark a question as required to prevent clients from moving to the next step until they answer it.
Use the up/down arrows to reorder steps and questions, and the X to remove them.
You can also set a headline and body message shown to clients on the thank-you screen after they submit, and mark Active to make the survey eligible to be sent.
What clients see
Clients open the survey link from a text or email and step through it one page at a time, with a progress bar showing which step they're on. Required questions must be answered before the client can continue.
After submitting, the client sees a thank-you screen with your configured headline and message. If a Google review link is set, the client also sees a button to leave a review there, whether their answers were positive or not.
Viewing submitted responses
Staff can review a client's survey answers without leaving the client record. Open the client and go to Records & Forms: submitted and pending surveys are listed under After-Appointment Surveys, alongside forms, consents, and clinical records. Selecting a survey shows every question and answer, the client's rating, and whether they clicked through to leave a Google review.
The same responses also show on the related visit. Open the visit's Workspace tab, where the after-appointment survey section lists every response submitted for that visit.
How this relates to the simple feedback link
If a survey is not configured for an appointment type, clients continue to see the original single-question rating and comment request instead of the multi-step wizard.