Convert recall patients from lapsed to booked.
Annual-exam patients who ignore your recall letters will often engage when a chat widget answers their scheduling questions immediately. Chatref turns that engagement into a booked visit, not a missed opportunity.
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Why it matters
The problem this solves.
The challenge
Annual exam recall patients intend to come back but procrastinate. A letter or postcard doesn't answer their next question
What it costs
A patient who lapses for two years is often a patient you've lost. Empty chair time from no-shows and lapsed patients is among
The Chatref way
Chatref sits on your website and answers the scheduling and insurance questions that stall the re-booking decision – instantly
The Chatref solution
How Chatref converts recall patients to booked exams.
A patient receives a recall notice and visits your website. They ask Chatref whether their insurance still covers an annual exam and what times are available. Chatref answers from your content and captures the booking request.
Real questions
What Chatref answers here.
I got a reminder that I'm due for an eye exam – how do I book?
Does my vision insurance cover my annual exam this year?
How long has it been since I should have had an eye exam?
What times do you have for an eye exam this month?
Can I schedule online or do I need to call?
What happens at an annual eye exam?
Loved by support teams
Optometry practices, converting recall patients to booked visits.
How eye care practices use Chatref to re-engage lapsed annual exam patients.
We send recall letters every month. The ones who respond to chat convert at a much higher rate than the ones who call – because Chatref answers their insurance question immediately and takes the booking in the same conversation.
Patients who were a year or more overdue for their exam were visiting our site but not calling. Chatref converted that traffic into actual appointments.
The recall chat captures the questions that would have stalled the booking decision and answers them on the spot. That's the friction we needed to remove.
lapsed recall patients converted to booked annual exams
We can see in Chatref's tags which patients were recall-driven and which were new. It's made our recall measurement much cleaner.
Can Chatref identify which patients are due for an annual exam?
Chatref works as a website chat widget – it responds to patients who visit your site after receiving a recall notice, not proactively reaching out to a list. It answers their questions and captures
What if a recall patient asks about a lapse in coverage?
Chatref answers from your own content about vision plan benefits and annual exam eligibility. For specific coverage verification, it directs patients to call their plan or your front desk for a
Can Chatref tag conversations from recall patients separately?
Yes. You can set up Chatref to tag conversations where patients mention a recall notice or annual exam reminder, so your team can track recall conversion at a glance.
How does Chatref handle a patient who hasn't been in for several years?
It answers their scheduling and insurance questions and guides them toward booking. For any clinical questions about what may have changed since their last visit, it routes to your team.
Can I use Chatref alongside my existing recall letters?
Yes. Many practices include the website URL in their recall letters so patients land on the site and find Chatref ready to answer their questions.
What happens if a recall patient wants to speak with someone?
Chatref hands the conversation to your shared inbox with full context so your front desk picks up where the chat left off.
Convert your next recall batch into booked annual exams.
Add your scheduling and insurance content, drop in one snippet, and let Chatref convert recall visitors into confirmed appointments – free to start.
Part of Chatref for Optometry & Eye Care · Healthcare hub · pricing.