WhatsApp Notifications

Send rich, interactive notifications via WhatsApp Business API (Growth+ plans).

WhatsApp vs SMS

| Feature | WhatsApp | SMS | |---------|----------|-----| | Cost | Lower per message | Higher per message | | Rich media | Images, PDFs, buttons | Text only | | Read receipts | ✅ | ❌ | | Two-way chat | ✅ | Limited | | End-to-end encryption | ✅ | ❌ | | Requires app | ✅ | ❌ |

Setting Up WhatsApp

Requirements

Integration Steps

Message Types

Template Messages

Pre-approved by WhatsApp for:

• Appointment confirmations
• Reminders
• Queue updates
• Receipts

Session Messages

Once a patient messages you, you have a 24-hour window for free-form conversation.

Automatic Notifications

Appointment Flow

| Trigger | WhatsApp Message | |---------|------------------| | Booking confirmed | Confirmation with details + Add to Calendar button | | 24h before | Reminder with Confirm/Reschedule buttons | | 2h before | Final reminder | | After visit | Visit summary + PDF attachment | | Receipt issued | Receipt PDF + Thank you message |

Queue Updates

| Trigger | WhatsApp Message | |---------|------------------| | Checked in | Welcome + queue link | | 3 patients ahead | "You're getting close..." | | 1 patient ahead | "Almost your turn!" | | Your turn | "Please proceed to [room]" |

Rich Features

Buttons

Include interactive buttons:

• Confirm Appointment
• Reschedule
• Cancel
• Call Clinic
• Get Directions

Attachments

Send files via WhatsApp:

• Visit summary PDF
• Receipt PDF
• Diet meal plan images
• Before/after photos (with consent)

Location Sharing

Automatic clinic location card with:

• Map preview
• Opening hours
• Navigation link

Two-Way Communication

Patient Initiated

When patients message your WhatsApp:

Quick Replies

Pre-configured responses:

• "Thank you for your message!"
• "Our working hours are..."
• "Please call us at..."

Diet Module: Food Diary

For diet clinics (Enterprise):

Templates

Approval Process

Template Tips

• Keep messages concise
• Avoid promotional content
• Include opt-out option
• Use placeholders correctly

Privacy & Compliance

Data Handling

• Messages are end-to-end encrypted
• No message content stored on our servers
• Patient phone numbers protected
• Opt-out honored immediately

Consent

Patient consent required for WhatsApp messages:

• Captured at booking
• Can opt-out anytime
• Preferences synced to profile

Troubleshooting

Message Not Delivered?

Template Rejected?

• Avoid marketing language
• Remove external links
• Use approved format
• Resubmit with corrections