The challenge
A dermatology-led clinic group ran everything through one overwhelmed front desk: booking by phone, reminders from memory, reports by courier, and follow-ups that simply never happened. Peak-hour calls went unanswered, no-shows burned expensive doctor slots, and patients who lapsed after a single visit were never won back. They needed WhatsApp to quietly run the whole patient journey — not a blast tool, but a situation-aware engine that knows what to say, to whom, and exactly when.
Our approach
Self-scheduling in-thread
patients pick doctor, branch and slot inside WhatsApp; the bot confirms instantly and writes straight to the clinic CRM, no front-desk call needed.
Two-stage reminders
appointment nudges at T-24h and T-3h with one-tap Confirm / Reschedule / Cancel, so slots free up before they're wasted.
No-show rescue
a missed appointment triggers a same-day 'shall we rebook?' flow; 41% of no-shows self-rebook within 48 hours.
Waitlist auto-fill
when a slot cancels, the next waitlisted patient is offered it automatically, first-come-first-served, keeping the calendar full.
Report & prescription delivery
e-prescriptions and lab/biopsy reports are pushed as secure documents the moment the doctor signs off, replacing courier delays.
Situation-based aftercare
procedure-specific care instructions drip out on the right days (e.g. day-1, day-3 and day-7 after a chemical peel or minor excision).
Recall & re-activation
patients due for an acne review, annual skin check or dressing change are nudged on schedule; dormant patients receive a timed win-back offer.
Payments in-thread
consultation and package fees collected via WhatsApp pay-links, with GST receipts delivered back into the same conversation.
Reviews, routed by sentiment
3 hours after a happy visit a one-tap Google-review request goes out; anything below 4 stars is diverted privately to the manager, never the public web.
FAQ deflection + human triage
timings, pricing, directions and prep answers are instant; anything clinical or urgent escalates to a human with the full thread attached.
Consent-first compliance
every journey honours a per-patient opt-in flag and instant STOP, keeping the number's WABA quality rating green.
Template governance built in
all messages run on Meta-approved templates with auto-filled variable examples and emoji-safe headers, so nothing stalls in review.