Abandonment Recovery: Recover Patients at Checkout

Emma’s Abandonment Recovery workflow automatically contacts patients who drop off during a telehealth checkout. When your forms platform fires an abandonment event, Emma creates a recovery case, calls the patient, identifies what stopped them, and helps them finish — posting the outcome back to your system when the call ends.

Integration method: webhooks via a workflow orchestration relay, with outcomes returned by outbound webhook.

Prerequisites

An Emma account with the No-Code Automation feature enabled
Access to your telehealth platform’s webhook settings
An orchestration tool such as n8n (or another platform that can receive and forward webhooks)

Setup

Enable automation in Emma

Where: Emma → Integrations → No-Code AutomationOpen the No-Code Automation panel, generate an inbound secret, and optionally add your outbound webhook URL so Emma knows where to POST outcomes. Select Save & Enable, then copy your two inbound URLs — you’ll need them when you configure the relay and your platform.

Setting	Value
Inbound secret	Generated once. Copy it now — you’ll need it for the relay.
Outbound webhook URL (optional)	`https://automation.yourclinic.com/webhook/emma-events`
Inbound URL: abandoned	`https://api.emma.example/api/n8n/webhook/{clinicId}/forms-abandoned`
Inbound URL: completed	`https://api.emma.example/api/n8n/webhook/{clinicId}/forms-completed`

api.emma.example is a placeholder. Your production base URL and clinicId are shown on the Emma Integrations page.

Import the relay template

Where: your orchestration layer (for example, n8n)Most platforms can’t add Emma’s secret header to their outgoing webhooks, so a relay sits in between. Import Emma’s ready-made relay template into your orchestration tool and configure three environment variables:

Relay environment variables

EMMA_API_BASE_URL=https://api.emma.example
EMMA_CLINIC_ID=<your clinic ID from step 1>
EMMA_N8N_SECRET=<your inbound secret from step 1>

Once configured, the relay handles the rest automatically: it receives the platform’s POST, identifies the event type (abandoned or completed), normalizes the payload, adds the x-n8n-secret header, calls the correct Emma inbound URL, and returns 200 OK to the platform.

Subscribe to form events

Where: your telehealth platform’s webhook settingsSubscribe to two events: forms.abandoned triggers a new recovery case, and forms.completed cancels any pending recovery case so Emma doesn’t call a patient who already finished.

{
  "name": "Emma checkout recovery",
  "module": "forms",
  "event": "forms.abandoned",
  "url": "https://automation.yourclinic.com/webhook/vendor-event"
}

{
  "name": "Emma checkout completed",
  "module": "forms",
  "event": "forms.completed",
  "url": "https://automation.yourclinic.com/webhook/vendor-event"
}

A patient abandons checkout

Where: automated — no action requiredWhen a patient drops off, the platform fires forms.abandoned, the relay forwards it to Emma, and Emma opens a recovery case. Emma waits briefly to confirm the patient hasn’t returned on their own, then places the outbound call.

Time	Stage	What happens
T + 0	Event received	Recovery case created with patient and cart context
T + 0	Notification	`recovery_case.created` sent to your outbound URL
T + 15 min	Re-check	Skipped if the patient already finished
—	Call	Emma calls the patient: consent, barrier identification, guided resolution
—	End	Outcome recorded and posted back

The full request Emma receives from the relay, and the response it returns, look like this:

POST /api/n8n/webhook/{clinicId}/forms-abandoned
x-n8n-secret: ••••••••
Content-Type: application/json

{
  "event": "forms.abandoned",
  "sent_at": "2026-09-24T14:05:00Z",
  "data": {
    "session_id": "sess_8f2c...",
    "form_name": "Weight care intake",
    "completion_percentage": 85,
    "abandoned_at_checkout": true,
    "resume_url": "https://your-platform.example/resume/sess_8f2c...",
    "partial_form_data": {
      "phi_first_name": "Jordan",
      "phi_last_name": "Lee",
      "phi_phone": "+15551234567",
      "selectedProducts": [
        { "productName": "Starter plan", "unitPrice": 199 }
      ]
    }
  }
}

{
  "received": true,
  "recoveryCaseId": "rc_41d0...",
  "sessionId": "sess_8f2c...",
  "patientFirstName": "Jordan",
  "patientLastName": "Lee"
}

The outcome is posted back

Where: your outbound webhook URL (configured in step 1)When the call ends, Emma POSTs the outcome to your outbound webhook URL. Use it to tag the lead in your CRM, notify your team, or update the platform’s record for the session.

POST → your outbound URL

{
  "event": "recovery_case.outcome",
  "clinicId": "clinic_abc123",
  "sentAt": "2026-09-24T14:27:41Z",
  "data": {
    "recoveryCaseId": "rc_41d0...",
    "sessionId": "sess_8f2c...",
    "recoveryStatus": "RECOVERED"
  }
}

The recoveryStatus field tells you exactly where things landed:

`recoveryStatus`	Meaning
`RECOVERED`	Patient agreed to finish; resume link sent
`FOLLOW_UP_REQUIRED`	Wants a callback or more time
`PRICING_ESCALATION`	Needs someone from billing
`CLINICAL_ESCALATION`	Needs someone from the care team
`PATIENT_NOT_INTERESTED`	Declined to continue
`PATIENT_NOT_REACHED`	Could not be reached
`ALREADY_COMPLETED`	Finished before Emma called

All names, phone numbers, and IDs on this page are sample data.

Overview

Integration Methods

Workflow Guides

Abandonment Recovery: Recover Patients at Checkout

Prerequisites

Setup

​Prerequisites

​Setup

Prerequisites

Setup