Retention IQ is a managed client-reactivation platform. The three intelligence engines decide who to reach and what to say. This layer decides how safely it happens: who can see your account, what is sent and never sent, how a recovered visit is proven, and how that proof becomes an invoice.
The platform layer is the set of operational, evidentiary, and access controls shared by Retention IQ, Revenue IQ, and Margin IQ. It is what makes pay-per-verified-return pricing auditable: a return is billed only when it carries a Confirmed evidence grade, every invoice line traces back to that grade, and every action a person or an automation takes against a practice account is logged.
Most of these controls are invisible when everything is working. They exist for the moments that matter: a client who asked never to be texted, a clinical question that arrives at 9 pm, a support request that needs someone to look at your account, or a line on an invoice you want to challenge.
A platform support session is a logged, expiring window in which a TechStack operator can view a practice account, read-only, for one stated purpose. The operator works under a banner that names the practice and the expiry time for the whole session.
Support staff cannot browse customer accounts at will. Each session records who opened it, why, and when it ends; it expires on its own; and while it is active the operator sees a persistent read-only banner — ‘Platform view · practice name · expires at …’ — so there is never a quiet, open-ended look at customer data. Ending the session is an explicit, logged action.
The Operations Center is the internal console TechStack uses to run managed reactivation campaigns: an attention queue, a campaign calendar, message-lifecycle evidence, a coverage funnel, and connector health, in one place.
Managed service only works if the operator can see the whole portfolio at once. The attention queue surfaces tasks that need a human. The calendar shows what is scheduled to go out and when. Message-lifecycle evidence tracks each outreach from enrollment through delivery and response. The coverage funnel shows how many eligible clients a campaign actually reached, and why the rest were excluded. Automation-policy switches, a readiness dashboard, and a medspa protocol viewer sit alongside.
A client contact exception is a permanent, practice-level rule — do not contact, do not text, do not email, or do not call — that is checked before every outreach, reply, booking action, and call.
Exceptions are not campaign settings that can be forgotten on the next campaign. Once recorded, they sit in front of every channel the platform touches. A client marked do-not-text will never receive an SMS from a Retention IQ campaign regardless of how a future campaign is configured. Exceptions are applied in addition to source-system consent flags, not instead of them.
Retention IQ describes every attributed return with one of five evidence grades — Confirmed, Attributed, Inferred, Estimated, or Unavailable — assigned by a four-gate evaluator that tests whether the client was dormant, whether the message was delivered, whether the return fell inside the attribution window, and whether the visit was completed and paid.
Most reactivation tools report sends and clicks. Retention IQ reports what it can prove. A return is Confirmed only when it passes all four gates; anything weaker is labeled for exactly what it is. The evaluator ships with known-pass and known-fail self-tests, so a change to the grading logic is caught before it can change your invoice. Each enrollment is captured as an immutable snapshot at the moment it happens, so the evidence behind a grade never drifts after the fact.
The import wrangler brings booking-system exports into Retention IQ in staged batches with row-level validation, reusable column-mapping profiles, provider mappings, and an identity backfill that can be rolled back.
A CSV from Boulevard, Vagaro, or a dental PMS never lands directly in production tables. Each batch is staged, every row is validated, and rejected rows are reported with the reason. Column mappings are saved as profiles so the second import from the same system takes minutes. Provider names are mapped once. When historical identities are reconciled — matching past bookings to the right client record — the run is recorded and can be rolled back in full.
Retention IQ generates invoices from confirmed returns: each practice has a billing profile, each invoice moves from draft to issued to reconciled, and every line can be included or excluded with a written reason.
Pay-per-verified-return pricing only works if the invoice can be audited. Drafts are reviewed before issue. A line item that should not be billed — a disputed visit, a duplicate, a client who was already coming back — is excluded with a reason that stays on the record. Customers who started before the four-gate contract are handled under a documented legacy settlement exception rather than a quiet adjustment.
Retention IQ connects to GoHighLevel through its official Marketplace OAuth flow. Tokens are held in a vault, uninstall events are handled, and contact identity sync runs in dry-run, link, or link-and-create mode.
Managed campaigns are delivered through the practice's GoHighLevel workflows, so the connection has to be as careful as the campaign. Access tokens never sit in application tables. If the practice uninstalls the app from GoHighLevel, the platform sees it and stops. Before any contact is created, identity sync can run as a dry run that changes nothing and reports what it would have matched. A historical message probe reads past conversations so attribution evidence starts with what already happened, not from zero.
For medical aesthetics, Retention IQ applies a fixed offer ladder: no paid incentive before a client reaches the Cooling stage, credits are stated as a fixed dollar amount rather than a percentage off, and high-book-value clients are escalated to a personal call instead of an offer.
Discounting a client who was about to rebook anyway is the most common way reactivation programs lose money. The ladder ties the strength of an incentive to how far a client has drifted from their personal cadence, forbids percentage-off language that trains clients to wait for sales, and caps welcome-back credits relative to the expected ticket. The most valuable relationships get a human, not a coupon.
Beyond GoHighLevel delivery, the platform can provision a per-practice email sending subdomain with DNS verification and warm-up caps, fall back to a secondary email provider, and send SMS directly through a carrier-registered number.
Deliverability is a per-practice asset. When direct sending is appropriate, each practice gets its own sending subdomain — verified through DNS records the practice controls — and volume ramps under a warm-up schedule rather than spiking on day one. A fallback email provider is available for continuity. Managed customers today send through GoHighLevel; direct sending is activated only when the engagement calls for it.
When something goes wrong in the app, the error is captured with an incident ID that is shown to the user and recorded on the platform side, so support can find the exact event without asking you to reproduce it.
An error message that says 'something went wrong' wastes everyone's time. Retention IQ catches application errors at the boundary, records what happened, and hands the user a short incident ID. Quote it to support and the conversation starts from the evidence.
No. Support access requires a logged, purpose-bound session that expires automatically. The operator's view is read-only and carries a persistent banner naming your practice and the expiry time, and the session's start and end are written to the audit trail.
No. Reply triage labels the intent of an inbound message and prepares a suggested reply, but a person sends every response. Clinical questions and complaints are routed to a human, and opt-outs are honored immediately.
Confirmed, Attributed, Inferred, Estimated, and Unavailable. A return is Confirmed only when it passes all four evaluator gates — dormant, delivered, timed, and converted. Only Confirmed returns can become billable line items.
As permanent, channel-specific client contact exceptions (contact, SMS, email, call) that are checked before every outreach, reply, booking action, and call. They apply in addition to consent flags from your booking system.
Through GoHighLevel's official Marketplace OAuth flow. Tokens are stored in a vault, uninstall events are handled, token health is checked every ten minutes, and contact identity sync can run as a dry run before anything is created.
It is staged in a batch, validated row by row, and mapped with a saved column profile before anything reaches production tables. Identity reconciliation runs are recorded and can be rolled back in full.
Every invoice line traces to a confirmed return. Invoices move from draft to issued to reconciled, and any line can be excluded with a written reason that stays on the record.
No. For medical aesthetics there is no paid incentive before the Cooling stage, credits are a fixed dollar amount rather than a percentage off, and high-book-value clients are escalated to a personal call instead of an offer.
We walk through the evidence grades, the contact exceptions, and the support-access model against your own booking data before any campaign is activated.
